# gerlie.miguello@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 |
| --- | --- | --- | --- | --- | --- |
| 27 | 19m 38s | MX2000 | CONNECTIVITY | 27 | 4 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 27 |
| Protocol | 1.80 | 27 |
| Communication | 2.10 | 27 |
| Overall | 2.20 | 27 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 4 | 39m 12s | 2.40 | 1.75 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| WHW | 5 | 32m 40s | 2.18 | 1.20 | 1.60 | 2.20 | Outlier: 2.2x weekly median handle time |
| MX | 6 | 26m 16s | 2.92 | 3.00 | 2.25 | 2.50 | Outlier: 1.7x weekly median handle time |
| SPN | 6 | 22m 36s | 1.37 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time |
| MR | 1 | 15m 1s | 1.10 | 1.00 | 1.00 | 2.00 |  |
| E | 5 | 14m 52s | 2.24 | 3.00 | 1.40 | 1.80 |  |
| EA | 6 | 14m 38s | 2.22 | 2.00 | 2.00 | 2.50 |  |
| RE | 1 | 10m 42s | 3.00 | 3.00 | 2.00 | 2.00 |  |
| OTHER | 1 | 9m 49s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
- WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 16 | 23m 20s | 2.10 | 2.00 | 1.80 | 2.10 | ✓ |
| SETUP | 4 | 31m 5s | 2.00 | 2.00 | 1.80 | 2.00 | ✓ |
| ACCESS | 4 | 17m 25s | 1.70 | 1.00 | 1.50 | 2.00 | ✓ |
| CONFIGURATION | 2 | 6m 6s | 3.30 | 4.00 | 2.50 | 2.50 |  |

## Week-over-Week Movement
- Overall moved down 0.39 vs. last week.
- Accuracy moved down 0.32 vs. last week.
- Average handle time moved down by 1m 54s.
- Family swing: EA handle time moved down by 14m 45s vs. last week.
- Family swing: WHW handle time moved down by 9m 57s vs. last week.
- Family swing: E handle time moved up by 7m 58s vs. last week.

## What Went Well

1. **Accurate product identification**  
   > *"MX6200 mesh system with two nodes – parent node solid white, child node red/blinking."*  
   [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/)  

2. **Clear self-help pathways**  
   > *"I’ll email a step-by-step guide to separate 2.4 GHz and 5 GHz bands. Let me know if you need paid support."*  
   [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/)  

3. **Effective escalation handoffs**  
   > *"Escalated to Level 2 with logs submitted. Callback scheduled for 24–48 hours."*  
   [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/)  

---

## Growth Opportunities

1. **Technical instruction precision**  
   > *"Held reset for 15 seconds – should be 10 seconds for WHW03 nodes. Solid purple LED expected post-reset, not solid blue."*  
   [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/)  
   **Next step:** Use model-specific reset durations (10s for WHW/MX, 15s for MBE) and verify LED states against KB.  

2. **Protocol adherence**  
   > *"No WAN cable check or modem reboot attempted despite ‘no internet’ symptom."*  
   [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/)  
   **Next step:** Always validate upstream connectivity (modem lights, Ethernet link) before proceeding to router-level troubleshooting.  

---

## Next Week's Focus

1. **WAN validation checklist** – Confirm modem status, Ethernet link, and ISP handoff on every “no internet” call.  
2. **Model-specific reset guide** – Memorize reset durations (10s WHW/MX, 15s MBE) and LED expectations (purple ready, white online).  
3. **Case documentation** – Create HappyFox tickets for all unresolved issues and log serial numbers/warranty status.  
4. **Escalation readiness** – Prepare concise L2 handoff notes with symptoms, diagnostics performed, and customer constraints.  

---

## Technical Accuracy

**Improvement**  
- **Incorrect reset duration for WHW03**  
  > *"Hold the reset button for 15 seconds until the LED turns solid purple."*  
  [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/)  
  *Note: WHW03 requires 10-second reset; 15 seconds risks firmware corruption. Solid purple = ready, not online.*  

**Improvement**  
- **Missing WAN validation**  
  > *"Customer’s modem works when connected directly – no further WAN checks performed."*  
  [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/)  
  *Note: WAN/dhcp misconfigurations are common on EA series; always verify IP assignment and gateway reachability.*  

**Improvement**  
- **Incorrect IP guidance**  
  > *"Access the router at myrouter.info – actually should be [REDACTED_PHONE] or myrouter.local."*  
  [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/)  
  *Note: myrouter.info redirects to ISP login; local IPs required for direct access.*  

---

## Coaching Moments

**Strength**  
- **Patient explanation of mesh topology**  
  > *"Parent node must remain wired to modem; child nodes can use backhaul via Ethernet or Wi-Fi."*  
  [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/)  
  *Note: Clear distinction between backhaul types prevents customer confusion.*  

**Improvement**  
- **LED state misinterpretation**  
  > *"Solid blue means the node is ready – should be solid purple for WHW03."*  
  [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/)  
  *Note: WHW03 uses solid purple for ready; solid blue indicates internet connectivity.*  

---

## Escalation Lessons: What L2 Did

### [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) — Resolved by Level 2  
- **What L1 saw:** MR20EC with purple LED (invalid state), Wi‑Fi connectivity failures, out‑of‑warranty.  
- **Why it escalated:** Payment failure for paid support; no self‑help path provided.  
- **What L2 did:** Validated LED meaning (purple = Velop-specific, not MR), guided payment retry, and offered callback.  
- **Current state:** Resolved after payment processed.  
- **L1 learning points:**  
  1. Confirm LED meanings per device family (MR uses solid blue, not purple).  
  2. Offer alternative payment methods if initial failure occurs.  
  3. Provide immediate self‑help steps (e.g., factory reset) before payment requests.  

### [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) — Resolved by Level 2  
- **What L1 saw:** WHW03 child node solid red, wired backhaul reported as Wi‑Fi in app.  
- **Why it escalated:** Inconsistent device status reporting and app behavior.  
- **What L2 did:** Verified backhaul via router UI, performed 10-second reset, and re-paired node using pair button.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Use router UI (not app) to confirm backhaul type (wired vs. Wi‑Fi).  
  2. For WHW03, use 10-second reset + pair button (not 5-press).  
  3. Document node serial numbers and signal strengths for L2 handoff.  

---

## Coach Appendix

*High-signal trend:* **Protocol gaps in WAN validation and model-specific guidance** dominate unresolved cases. Focus next week on **structured WAN checks** (modem lights, Ethernet link, IP assignment) and **model-specific reset/LED references**. The MBE/WHW handle-time outliers suggest **deep-dive coaching on mesh diagnostics** for these families.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 | 3.00 | INBOUND | E9450 | SETUP | Abandonment: Email promised, no details |
| [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/) | 2026-05-25 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Abandonment: Paid support offered |
| [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) | 2026-05-25 | 1.10 | INBOUND | MR20EC | CONNECTIVITY | Abandonment: Callback for paid support |
| [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-25 | 3.00 | INBOUND | MBE7000 | SETUP | ✓ Likely resolved (node swap) |
| [#LTS00128999](https://linksys.happyfox.com/staff/ticket/128999/) | 2026-05-25 | 1.50 | INBOUND | EA6100 | CONNECTIVITY | Abandonment: Incorrect primary router advice |
| [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) | 2026-05-26 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated |
| [#LTS00130848](https://linksys.happyfox.com/staff/ticket/130848/) | 2026-05-26 | 1.90 | INBOUND | WHW03 | CONNECTIVITY | Pending: Email model links |
| [#LTS00130853](https://linksys.happyfox.com/staff/ticket/130853/) | 2026-05-26 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | Closed with self-help |
| [#LTS00130867](https://linksys.happyfox.com/staff/ticket/130867/) | 2026-05-26 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/) | 2026-05-26 | 1.00 | INBOUND | E1200 | CONNECTIVITY | Abandonment: Email misrecorded |
| [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 | 3.50 | INBOUND | EA7450 | CONFIGURATION | Closed with self-help |
| [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) | 2026-05-27 | 1.80 | INBOUND | SPNMX42CF | ACCESS | ↑ Escalated |
| [#LTS00131028](https://linksys.happyfox.com/staff/ticket/131028/) | 2026-05-27 | 3.00 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help |
| [#LTS00131055](https://linksys.happyfox.com/staff/ticket/131055/) | 2026-05-27 | 2.00 | INBOUND | EA9300 | CONNECTIVITY | Abandonment: WAN port defect |
| [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) | 2026-05-28 | 4.30 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/) | 2026-05-28 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Abandonment: Incorrect reset guidance |
| [#LTS00131231](https://linksys.happyfox.com/staff/ticket/131231/) | 2026-05-28 | — | INBOUND | MX2000 | CONNECTIVITY | — |
| [#LTS00131265](https://linksys.happyfox.com/staff/ticket/131265/) | 2026-05-28 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Customer declined path |
| [#LTS00131382](https://linksys.happyfox.com/staff/ticket/131382/) | 2026-05-29 | 1.80 | INBOUND | SPNMX55GC | ACCESS | Pending resolution |
| [#LTS00131386](https://linksys.happyfox.com/staff/ticket/131386/) | 2026-05-29 | 1.80 | INBOUND | SPNMX57CF | ACCESS | Abandonment: No self-help provided |
| [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 | 1.30 | INBOUND | SPNMX56HF | SETUP | Abandonment: Incorrect pairing steps |
| [#LTS00131400](https://linksys.happyfox.com/staff/ticket/131400/) | 2026-05-29 | 1.80 | INBOUND | EA6350 | CONNECTIVITY | Abandonment: Advised new router |
| [#LTS00131405](https://linksys.happyfox.com/staff/ticket/131405/) | 2026-05-29 | 2.80 |