# deneive.luar@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 | | --- | --- | --- | --- | --- | --- | | 43 | 12m 35s | EA7300 | CONNECTIVITY | 43 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 43 | | Protocol | 1.80 | 43 | | Communication | 2.20 | 43 | | Overall | 2.10 | 43 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 13 | 22m 21s | 2.34 | 1.85 | 1.77 | 2.15 | Outlier: 1.9x weekly median handle time | | WHW | 7 | 16m 2s | 1.94 | 2.43 | 1.43 | 2.00 | | | MR | 3 | 15m 8s | 2.10 | 3.00 | 1.33 | 1.67 | | | EA | 15 | 11m 41s | 2.23 | 1.73 | 1.87 | 2.20 | | | OTHER | 4 | 11m 15s | 2.62 | 2.75 | 1.75 | 2.75 | | | E | 6 | 10m 42s | 1.98 | 1.33 | 1.67 | 2.17 | | | WRT | 2 | 10m 12s | 2.50 | 3.00 | 1.50 | 3.00 | | | MBE | 1 | 8m 14s | 1.50 | 5.00 | 1.00 | 1.00 | | **Key Observations** - MX is the slowest family at 22m 21s; outlier: 1.9x weekly median handle time. - WHW is one of the slowest families at 16m 2s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 16 | 14m 40s | 2.10 | 2.30 | 1.80 | 2.20 | ✓ | | SETUP | 10 | 15m 45s | 2.20 | 2.40 | 1.90 | 2.30 | ✓ | | ACCESS | 4 | 12m 30s | 2.30 | 2.80 | 1.80 | 2.50 | ✓ | ## Week-over-Week Movement - Accuracy moved down 0.26 vs. last week. - Communication moved down 0.16 vs. last week. - Average handle time moved up by 2m 26s. - Family swing: OTHER handle time moved up by 4m 16s vs. last week. ## What Went Well 1. **Accurate Model Identification** > *"Collected device model (WRT54G2) and serial number, confirmed device is end-of-life and out of warranty, diagnosed overheating as hardware fault, recommended MX2000 mesh system replacement."* [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) 2. **Customer Empathy and Tone** > *"I'm sorry to hear about the issues you're having right now... Let me check on that one and see what I can do to help you with this concern."* [#LTS00131457](https://linksys.happyfox.com/staff/ticket/131457/) --- ## Growth Opportunities 1. **Verify Product Details Before Troubleshooting** > *"Incorrectly identified router model as '854000' at [02:00], which is not a valid Linksys model... Failed to provide any actual password reset steps or guide customer to admin interface."* [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) **Next Step:** Always confirm model/serial before discussing warranty or troubleshooting. Use KB to validate models. 2. **Apply Correct Reset Procedures** > *"Provided incorrect factory reset duration (20 seconds) for MX6200; KB specifies 10 seconds... Failed to verify customer's access to the router admin interface or Linksys app before instructing configuration changes."* [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) **Next Step:** Use 10-second reset for MX series, verify access before configuration, and confirm LED states. --- ## Next Week's Focus - **Double-check model/serial** before any troubleshooting or warranty discussion. - **Use KB-aligned reset times** (e.g., 10s for MX, 20s for EA) and confirm LED behavior. - **Avoid premature closure** — ensure next steps are clear and actionable. - **Practice empathy scripts** for legacy device conversations to maintain positive tone. --- ## Technical Accuracy ### **Improvement** > *"Incorrectly identified the router model as '854000' instead of WRT54G2, leading to incorrect troubleshooting."* [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) *Note: Always verify model against KB before proceeding. Misidentification undermines accuracy and trust.* ### **Improvement** > *"Provided incorrect factory reset duration, contradicting KB guidance."* [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) *Note: MX series requires 10-second reset; SPNM requires 10 seconds. Confirm model before instructing resets.* ### **Improvement** > *"Incorrectly applied 5-press pairing method to SPNM node, which is not supported."* [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) *Note: SPNM nodes use Pair button, not 5-press. Verify mesh generation before pairing instructions.* --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did **No escalated case learning was available for this report.** --- ## Coach Appendix *Internal trends:* - **Accuracy dip** linked to model misidentification and reset procedure errors. - **MX product cluster** shows longest handle times and lowest accuracy — prioritize KB review for mesh troubleshooting. - **Closure hygiene** needs improvement: 36/54 calls unresolved, often due to vague next steps. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 | 1.7 | INBOUND | WRT54G2 | HARDWARE | Email promised, issue open | | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 | 3.3 | INBOUND | WRT54G2 | HARDWARE | Purchased MX2000, resolved | | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Advised ISP, no resolution | | [#LTS00130732](https://linksys.happyfox.com/staff/ticket/130732/) | 2026-05-25 | 3.0 | INBOUND | E5400 | CONNECTIVITY | Email troubleshooting steps | | [#LTS00130757](https://linksys.happyfox.com/staff/ticket/130757/) | 2026-05-25 | 3.0 | INBOUND | MR7350 | ACCESS | Email login instructions | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 | 1.0 | INBOUND | — | HARDWARE | Device not Linksys | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 | 1.5 | OUTBOUND | — | HARDWARE | Photo requested, no action | | [#GI00129420](https://linksys.happyfox.com/staff/ticket/129420/) | 2026-05-25 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Directed to invalid site | | [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) | 2026-05-26 | 1.9 | INBOUND | EA6900 | CONNECTIVITY | Advised new router | | [#LTS00130886](https://linksys.happyfox.com/staff/ticket/130886/) | 2026-05-26 | 1.4 | INBOUND | E1200 | SETUP | Email user guide | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Email re-setup guide | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-26 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Node re-added, Wi-Fi pending | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONFIGURATION | Email setup instructions | | [#LTS00130949](https://linksys.happyfox.com/staff/ticket/130949/) | 2026-05-26 | 1.8 | INBOUND | MR8300 | SETUP | Email generic reset steps | | [#LTS00130961](https://linksys.happyfox.com/staff/ticket/130961/) | 2026-05-26 | 1.8 | INBOUND | EA6500 | SETUP | Email user guide | | [#LTS00131029](https://linksys.happyfox.com/staff/ticket/131029/) | 2026-05-27 | 2.3 | INBOUND | MX6200 | SETUP | Settings saved post-update | | [#LTS00131063](https://linksys.happyfox.com/staff/ticket/131063/) | 2026-05-27 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | Power-cycle completed | | [#LTS00131073](https://linksys.happyfox.com/staff/ticket/131073/) | 2026-05-27 | 1.8 | INBOUND | EA8300 | ACCESS | Email additional steps | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-27 | 3.0 | INBOUND | EA9300 | SETUP | Resend proof of purchase | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Wi-Fi credentials changed | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 | 1.5 | INBOUND | EA7300 | CONNECTIVITY | Power-cycle advised | | [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) | 2026-05-28 | 1.4 | INBOUND | EA6350 | SETUP | Advised new router | | [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) | 2026-05-28 | 1.7 | INBOUND | — | CONNECTIVITY | Callback set | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | SETUP | Setup as main router | | [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) | 2026-05-28 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Wired backhaul not configured | | [#LTS00128358](https://linksys.happyfox.com/staff/ticket/128358/) | 2026-05-28 | 1.5 | INBOUND | MX4200 | CONNECTIVITY | Call ended without guidance | | [#LTS00131213](https://linksys.happyfox.com/staff/ticket/131213/) | 2026-05-28 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | Email user guide | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised new mesh router | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 | 1.5 | INBOUND | E1200 | CONNECTIVITY | Incorrect product names | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 | 1.5 | INBOUND | EA7300 | CONNECTIVITY | Power-cycle advised | | [#GI00131287](https://linksys.happyfox.com/staff/ticket/131287/) | 2026-05-28 | 4.2 | INBOUND | ARCHERC7 | Device Setup | Redirected to TP-Link | | [#LTS00122080](https://linksys.happyfox.com/staff/ticket/122080/) | 2026-05-28 | 3.0 | INBOUND | MX4200 | SETUP | Email step-by-step guide | | [#LTS00131289](https://linksys.happyfox.com/staff/ticket/131289/) | 2026-05-28 | 3.0 | INBOUND | EA8300 | CONFIGURATION | Change security mode | | [#LTS00131312](https://linksys.happyfox.com/staff/ticket/131312/) | 2026-05-28 | 1.4 | INBOUND | VLP01 | SETUP | Email guide promised | | [#LTS00131321](https://linksys.happyfox.com/staff/ticket/131321/) | 2026-05-28 | 1.6 | INBOUND | VLP01 | SETUP | Power-cycle advised | | [#LTS00131408](https://linksys.happyfox.com/staff/ticket/131408/) | 2026-05-29 | 3.0 | INBOUND | WUSB6100M | SETUP | Send driver link | | [#LTS00131417](https://linksys.happyfox.com/staff/ticket/131417/) | 2026-05-29 | 1.8 | INBOUND | WHW03 | SETUP | Paid support sold | | [#LTS00131470](https://linksys.happyfox.com/staff/ticket/131470/) | 2026-05-29 | 3.0 | INBOUND | EA8100 | ACCESS | Customer declined path | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-29 | 1.5 | INBOUND | EA7500 | CONNECTIVITY | Email re-setup guide | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.4 | INBOUND | WHW03 | SETUP | Payment declined | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.5 | INBOUND | WHW03 | SETUP | Payment declined | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 | 1.4 | INBOUND | EA8300 | ACCESS | Out-of-warranty, no support | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 | 1.8 | INBOUND | EA8300 | ACCESS | Advised reset, no verification | | [#LTS00072174](https://linksys.happyfox.com/staff/ticket/72174/) | 2026-05-29 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | Email troubleshooting steps |