# dorothybelle.oraiz@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 | | --- | --- | --- | --- | --- | --- | | 22 | 24m 17s | MX4200 | CONNECTIVITY | 22 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.60 | 22 | | Protocol | 1.80 | 22 | | Communication | 2.20 | 22 | | Overall | 2.40 | 22 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 7 | 49m 40s | 2.27 | 2.57 | 1.57 | 1.86 | Outlier: 2.7x weekly median handle time | | WHW | 6 | 36m 30s | 3.00 | 2.00 | 1.83 | 2.50 | Outlier: 2.0x weekly median handle time | | MBE | 1 | 21m 47s | 2.80 | 2.00 | 2.00 | 2.00 | | | MR | 4 | 14m 38s | 1.70 | 1.50 | 1.25 | 2.00 | | | E | 2 | 7m 30s | 2.25 | 3.00 | 1.50 | 2.00 | | | EA | 6 | 6m 30s | 2.55 | 3.50 | 1.83 | 1.83 | | **Key Observations** - MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time. - WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 28m 40s | 2.30 | 2.30 | 1.80 | 2.20 | ✓ | | SETUP | 7 | 25m 2s | 2.30 | 2.40 | 1.70 | 2.10 | ✓ | | ACCESS | 2 | 78m 8s | 1.50 | 1.00 | 1.50 | 2.00 | ✓ | ## Week-over-Week Movement - Protocol moved down 0.17 vs. last week. - Average handle time moved up by 11m 40s. - Family swing: WHW handle time moved up by 24m 44s vs. last week. - Family swing: MR handle time moved up by 5m 25s vs. last week. - Family swing: EA handle time moved down by 3m 37s vs. last week. ## What Went Well 1. **Accurate model identification** > *"MX4200 Velop mesh system... solid magenta LED indicates setup mode."* [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) *Consistently identified product models early, enabling targeted troubleshooting.* 2. **Professional communication** > *"Thank you for calling Linksys. My name is Belle. Is this your first time calling?"* [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) *Maintained polite, clear introductions and active listening throughout calls.* 3. **Effective mesh re-pairing** > *"Guided customer to use the Linksys Smart Wi-Fi app to add the node... node displayed solid white LED."* [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) *Successfully restored mesh connectivity using app-based re-addition for a Velop node.* --- ## Growth Opportunities 1. **Correct model-specific procedures** > *"Performed 5-press pairing method on the parent node (not supported for Velop WHW/MX/MR nodes per KB)."* [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) **Next step:** Always **confirm product model** before issuing pairing/reset instructions. For Velop (WHW/MX/MR), use **10-second reset** and **app-based pairing** — **never 5-press**. 2. **Avoid premature paid support offers** > *"Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session?"* [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) **Next step:** **Verify warranty status** via serial number lookup **before** offering paid support. Exhaust free troubleshooting (reset, diagnostic checks) first. --- ## Next Week's Focus 1. **Model-first troubleshooting:** Confirm product model and warranty status **in the first 30 seconds** of every call. 2. **Reset procedure calibration:** Use **10-second hold** for Velop (WHW/MX/MR) resets — **never 20 seconds or 5-press**. 3. **Warranty validation:** Cross-check serial numbers against warranty databases **before** mentioning paid support. 4. **Call control:** Reduce silences by preparing next steps while the customer performs actions (e.g., "While you reset, I’ll pull up the KB article"). --- ## Technical Accuracy ### **Improvement** > *"Provided incorrect reset duration (20 seconds vs. KB-recommended 10 seconds for Velop devices)."* [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) *Materially incorrect reset guidance risks customer error. Always use KB-specified durations: **10 seconds for Velop**, 20 seconds for SPNM/E-series.* ### **Improvement** > *"Incorrectly claimed EA2500 V4 is incompatible with the Linksys app — KB confirms support for legacy Linksys Smart Wi-Fi app."* [#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/) *Misinformation undermines trust. Verify app compatibility via KB before stating limitations.* ### **Improvement** > *"Disabled IPv6 without diagnostic justification, potentially masking the root cause."* [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) *Avoid unilateral configuration changes. Test IPv6 impact in isolation or defer to L2 if uncertain.* --- ## Coaching Moments ### **Strength** > *"Collected serial number and confirmed out-of-warranty status before processing payment."* [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) *Clear adherence to payment protocol: warranty check → transparent cost disclosure → informed consent.* ### **Improvement** > *"Did not verify internet connectivity after node addition; resolution assumed based on LED only."* [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) *Always validate functional connectivity (ping, speed test) after hardware changes. LED status alone is insufficient.* --- ## Escalation Lessons: What L2 Did ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 | **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** | |---|---|---|---|---| | Customer unable to access own website via MX4200 mesh (works on ISP router). Intermittent hangs/slow loads. L1 performed 20s reset, 5-press pairing (invalid), cleared cache. | Incorrect troubleshooting (invalid reset/pairing), no WAN/IPv6 diagnostics, premature escalation. | L2 verified IPv6 misconfiguration, adjusted DNS settings, confirmed ISP gateway handoff, validated connectivity via speed test. | **Resolved** — website accessible, speeds restored. | 1. **Gather full topology:** WAN type, ISP settings, node count.
2. **Validate IPv6/DNS:** Test `nslookup`, `ping 8.8.8.8`.
3. **Use model-specific resets:** 10s hold for MX4200, **never 5-press**. | --- ## Coach Appendix *Internal use only — not for agent distribution.* **Weekly Trend:** - **MX/WHW handle times dominate** (49m/36m vs. weekly median 24m). Protocol scores lag (1.57–1.83), indicating missed diagnostic steps. - **Premature paid support offers** occurred in 3 calls without warranty verification or basic troubleshooting. **Actionable Notes:** - Review **KB reset procedures** for Velop (WHW/MX/MR) vs. Cognitive Mesh (LN/MBE). - Implement **serial number lookup** before escalation or paid support offers. - Script updates needed for **IPv6 troubleshooting** to avoid unnecessary configuration changes. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00107115](https://linksys.happyfox.com/staff/ticket/107115/) | 2026-05-25 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | Customer declined path | | [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) | 2026-05-25 | 2.80 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00130966](https://linksys.happyfox.com/staff/ticket/130966/) | 2026-05-26 | 3.00 | INBOUND | E5400 | CONNECTIVITY | Customer declined path | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-26 | 2.80 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) | 2026-05-27 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 | 1.00 | INBOUND | EA6400 | CONNECTIVITY | Abandoned or vague | | [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 | 3.00 | INBOUND | EA6400 | CONNECTIVITY | Abandoned or vague | | [#LTS00131131](https://linksys.happyfox.com/staff/ticket/131131/) | 2026-05-28 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Customer declined path | | [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) | 2026-05-28 | 1.10 | INBOUND | MX8500 | SETUP | Abandoned or vague | | [#LTS00131514](https://linksys.happyfox.com/staff/ticket/131514/) | 2026-05-29 | 3.40 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00131512](https://linksys.happyfox.com/staff/ticket/131512/) | 2026-05-29 | 3.00 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/) | 2026-05-30 | 1.50 | INBOUND | E2500 | CONNECTIVITY | Abandoned or vague | | [#LTS00081622](https://linksys.happyfox.com/staff/ticket/81622/) | 2026-05-30 | 1.00 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-28 | 1.40 | INBOUND | MX4200 | ACCESS | ↑ Escalated | | [#LTS00131486](https://linksys.happyfox.com/staff/ticket/131486/) | 2026-05-29 | 3.00 | INBOUND | WHW03 | SETUP | Closed with self-help |