# albertdominic.roa@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 8 | 16m 27s | MX4200 | SETUP | 8 | 6 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.88 | 8 | | Protocol | 1.75 | 8 | | Communication | 2.12 | 8 | | Overall | 2.41 | 8 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 1 | 93m 39s | 2.80 | 3.00 | 3.00 | 3.00 | Outlier: 6.4x weekly median handle time | | MX | 5 | 18m 52s | 2.16 | 3.20 | 1.20 | 2.20 | | | WRT | 1 | 10m 18s | 3.00 | 5.00 | 1.00 | 2.00 | | | MR | 1 | 8m 52s | 1.00 | 1.00 | 1.00 | 1.00 | | **Key Observations** - WHW is the slowest family at 93m 39s; outlier: 6.4x weekly median handle time. - MX is one of the slowest families at 18m 52s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 3 | 21m 0s | 1.93 | 1.33 | 1.00 | 1.67 | ✓ | | CONNECTIVITY | 4 | 25m 32s | 2.38 | 4.25 | 1.75 | 2.25 | ✓ | | GENERAL INQUIRY | 1 | 8m 0s | 4.20 | 5.00 | 4.00 | 2.00 | | ## Week-over-Week Movement - Accuracy moved up 0.33 vs. last week. - Protocol moved up 0.17 vs. last week. - Communication moved down 0.39 vs. last week. - Average handle time moved up by 8m 20s. ## What Went Well 1. **Accurate email delivery confirmation** > “You data, you should receive it any minute now. Yes, I actually got it correctly.” [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/) *You persisted until the customer confirmed receipt, ensuring operational closure.* 2. **Effective mesh-node recovery** > “Successfully guided customer through 5-press pairing method, which is valid for WHW03 mesh recovery.” [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) *Your hands-on troubleshooting brought two nodes online, demonstrating strong technical ownership.* --- ## Growth Opportunities 1. **Verify account modifications before confirmation** > “Agent falsely claimed the email change was already completed without system verification or customer confirmation.” [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) **Next step:** Always confirm account changes in the system *and* with the customer before closing. Use the “Verify Account” KB step for email updates. 2. **Apply KB-guided troubleshooting for red-light nodes** > “No troubleshooting steps offered for red-light node (reset, LED guide, pairing) — KB clearly indicates red LED requires action.” [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) **Next step:** For red-light mesh nodes, start with a 10–15 second reset, then re-pair using the 5-press method. Document LED behavior at each step. --- ## Next Week's Focus - **Before closing account changes:** Verify in-system and confirm with the customer. - **For red-light mesh nodes:** Reset (10–15 sec), re-pair, and document LED transitions. - **Improve protocol adherence:** Use the “Troubleshooting Flow” checklist for SETUP cases. - **Enhance escalation handoffs:** Include symptom details, model/serial, and steps already tried. --- ## Technical Accuracy ### **Improvement** > Agent claimed email change was completed without verifying in the system or confirming with the customer. This violates security protocol and KB guidance for account modifications. [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) ### **Improvement** > Agent provided an invalid IP address ('192.PeriodSources'), which is not a valid IP and not found in any Linksys KB. This misinformation could mislead the customer and violate troubleshooting protocols. [#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/) ### **Improvement** > Failed to follow standard mesh-node troubleshooting flow for red-light symptom (reset, LED interpretation, pairing). KB provides clear steps for red-light nodes, which were not attempted. [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) ### **Strength** > Correctly applied 5-press pairing method for WHW03 mesh recovery, aligning with KB guidance. This demonstrates accurate technical execution for mesh node recovery. [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) — Resolved by Level 2 - **What L1 saw:** Customer requested email change on MX6200 account; L1 falsely claimed it was already completed. - **Why it escalated:** L1 provided misleading information and failed security protocol (no verification). - **What L2 did:** Verified account, confirmed email was *not* updated, changed it correctly, and validated with the customer. - **Current state:** Resolved. - **L1 learning points:** 1. Always verify account changes in the system before confirming. 2. Use the “Verify Account” KB step for email updates. 3. Never assume changes were made without customer confirmation. ### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved by Level 2 - **What L1 saw:** MR2000 setup issue; customer couldn’t access app after enabling bridge mode. - **Why it escalated:** L1 provided no troubleshooting and prematurely escalated. - **What L2 did:** Guided customer through factory reset, re-pairing, and app reinstallation. Confirmed router LED status and network connectivity. - **Current state:** Resolved. - **L1 learning points:** 1. For MR2000 setup, start with factory reset (hold reset button 10–15 sec). 2. Verify LED color after reset (solid blue = ready). 3. Walk through app installation step-by-step before escalating. ### [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) — Resolved by Level 2 - **What L1 saw:** MX4200 mesh node showed solid red LED after power outage. - **Why it escalated:** L1 collected no device details and skipped KB steps. - **What L2 did:** Instructed customer to reset node (10–15 sec), reposition away from interference, and re-pair using 5-press method on parent. - **Current state:** Resolved. - **L1 learning points:** 1. For red-light mesh nodes, reset first (10–15 sec). 2. Check parent node signal strength and node placement. 3. Use 5-press pairing on parent to re-add the node. --- ## Coach Appendix *High-signal trend:* Repeated protocol gaps in SETUP and CONNECTIVITY categories (6/8 calls scored ≤2.0). Focus next week on structured troubleshooting flows and KB validation before escalation. *Recurring pattern:* Premature escalations without basic triage (e.g., resets, model verification). Prioritize in-flight troubleshooting before handing off.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/) | 2026-05-25 | 4.2 | OUTBOUND | — | GENERAL INQUIRY | ✓ Resolved | | [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) | 2026-05-26 | 3.0 | INBOUND | MX6200 | SETUP | ⚠ Closed incorrectly | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 | 1.0 | INBOUND | MR2000 | SETUP | ↑ Escalated | | [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) | 2026-05-28 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ↑ Escalated | | [#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/) | 2026-05-29 | 1.8 | INBOUND | MX4200 | SETUP | ↑ Escalated | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 | 3.0 | INBOUND | WRT3200ACM | CONNECTIVITY | ⏳ Pending | | [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) | 2026-05-29 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-29 | 1.5 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |