# girlyjoy.pocot@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 |
| --- | --- | --- | --- | --- | --- |
| 25 | 13m 42s | WHW03 | CONNECTIVITY | 25 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 25 |
| Protocol | 1.70 | 25 |
| Communication | 2.50 | 25 |
| Overall | 2.40 | 25 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 1 | 54m 33s | 2.80 | 2.00 | 2.00 | 3.00 | Outlier: 3.2x weekly median handle time |
| E | 3 | 18m 51s | 1.93 | 1.33 | 1.33 | 2.33 |  |
| MR | 2 | 18m 42s | 3.20 | 4.50 | 2.50 | 2.50 |  |
| MX | 5 | 17m 8s | 2.86 | 4.00 | 2.00 | 2.80 |  |
| WHW | 9 | 16m 18s | 2.30 | 2.33 | 1.56 | 2.22 |  |
| SPN | 1 | 6m 58s | 3.00 | 2.00 | 2.00 | 2.00 |  |
| EA | 7 | 6m 27s | 2.00 | 1.86 | 1.43 | 2.29 |  |

**Key Observations**
- LN is the slowest family at 54m 33s; outlier: 3.2x weekly median handle time.
- E is one of the slowest families at 18m 51s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 12 | 14m 11s | 2.20 | 2.20 | 1.60 | 2.40 | ✓ |
| SETUP | 8 | 14m 23s | 2.50 | 2.80 | 1.90 | 2.50 |  |
| ACCESS | 3 | 11m 21s | 2.70 | 3.70 | 2.30 | 2.70 |  |
| CONFIGURATION | 1 | 13m 47s | 2.90 | 3.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Accuracy moved up 0.32 vs. last week.
- Communication moved up 0.30 vs. last week.
- Family swing: E handle time moved up by 12m 54s vs. last week.
- Family swing: SPN handle time moved down by 9m 09s vs. last week.

## What Went Well

1. **Precise mesh pairing guidance**  
   > *"For MX6200, press and hold the reset button on the parent until the LED turns solid blue, then press the pair button once."*  
   [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/)  

   *Agent executed KB-compliant 5-press pairing for MX6200, restoring a missing 2.4 GHz network and enabling child-node connectivity.*

2. **Calm, patient troubleshooting**  
   > *"Let’s power-cycle the modem first, wait 10 seconds, then power on the router. Watch the WAN LED – it should blink green within a minute."*  
   [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/)  

   *Clear step-by-step guidance reduced customer frustration during a mesh-reconnection scenario.*

---

## Growth Opportunities

1. **Validate reset procedures before instructing**  
   > *"I’ll email you a 30-second factory reset procedure."*  
   [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/)  

   ***Next step**: Confirm device model first (e.g., AC7300 requires 10–15 seconds, not 30). Always verify KB reset durations and LED behaviors before advising resets.*

2. **Systematic data collection**  
   > *"Let’s start with the router’s serial number."*  
   [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/)  

   ***Next step**: Consistently capture product model and serial number *before* troubleshooting. This enables accurate warranty checks, firmware verification, and targeted guidance.*

---

## Next Week's Focus

1. **Model/Serial First** – Always ask for product model and serial number in the first 30 seconds of every call.  
2. **Reset Duration Check** – Cross-reference KB for exact reset times (e.g., 10–15 seconds for most routers) before instructing customers.  
3. **WAN Validation** – After resets, confirm WAN LED status and internet connectivity before closing calls.  
4. **Closure Recap** – Summarize steps taken, confirm resolution, and schedule follow-up if needed (“I’ll stay on the line while you test connectivity”).  

---

## Technical Accuracy

**Improvement**  
- Incorrect factory reset duration (30s vs KB 10–15s) for AC7300  
  [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/)  
  *Risked incomplete reset; always verify model-specific KB reset times.*  

**Improvement**  
- Advised “admin” as default password instead of label password  
  [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/)  
  *Misled customer; reinforce use of label password for initial login.*  

**Improvement**  
- Incorrect LED guidance (solid purple/hot pink) for mesh nodes  
  [#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/)  
  *Contradicts KB; clarify valid LED states per product family.*  

**Strength**  
- Accurate hard reset guidance for MX6200  
  [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/)  
  *KB-aligned steps restored mesh connectivity.*  

---

## Coaching Moments

**Improvement**  
> *"The VLP01 nodes are compatible with your MX5500 system."*  
[#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/)  

*Cross-generation mesh nodes are incompatible; always verify node compatibility before recommending purchases.*

**Improvement**  
> *"Hold the reset button for 15 seconds to factory reset."*  
[#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/)  

*Inconsistent reset durations confuse customers; standardize to KB-specified times.*

---

## Escalation Lessons: What L2 Did

### [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) — Resolved by Level 2

- **What L1 saw**: Customer couldn’t add a new Velop node; main router showed solid red (WAN loss).  
- **Why it escalated**: L1 provided incorrect 5-press pairing instructions for Velop (app-based setup only) and focused on warranty verification before diagnosing WAN.  
- **What L2 did**:  
  1. Confirmed WAN cable integrity and modem sync.  
  2. Guided a factory reset of the main router (10s hold).  
  3. Re-added nodes via the Linksys app, verifying solid green LEDs.  
  4. Validated internet access on all devices.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Check WAN LED and modem sync before node pairing.  
  2. Use app-based node addition for Velop; avoid 5-press reset unless explicitly instructed.  
  3. Collect model/serial early to avoid misdirected troubleshooting.  

### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2

- **What L1 saw**: EA7430 reported selective app failures (Walmart/Amazon) while other services worked.  
- **Why it escalated**: L1 skipped WAN diagnostics, provided incorrect factory reset duration (30s), and offered paid support before basic checks.  
- **What L2 did**:  
  1. Verified modem and WAN LED status.  
  2. Performed a 15s factory reset (KB-correct).  
  3. Reconfigured Wi‑Fi settings via myrouter.local.  
  4. Tested connectivity with alternative browser/device.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Always check WAN LED and modem sync for connectivity issues.  
  2. Use KB-specified reset durations (15s for EA7430).  
  3. Offer self-help paths before escalating to paid support.  

---

## Coach Appendix

*This week’s data shows two key technical gaps: inconsistent reset procedures and incomplete model/serial collection. The frontline-heavy mix (26/28 calls) emphasizes the need for tighter frontline diagnostics – especially for CONNECTIVITY issues dominating handle time. Focus next week on model-specific KB validation and WAN-first troubleshooting to reduce escalation volume.*

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) | 2026-05-25 | 1.7 | INBOUND | EA6350 | ACCESS | Customer to try uninstall/reinstall the app; no further action taken by agent. |
| [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) | 2026-05-25 | 1.6 | INBOUND | EA7300 | CONNECTIVITY | Agent refused further support due to warranty status, offered to email setup instructions, and suggested paid support. No resolution achieved. |
| [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) | 2026-05-25 | 3.4 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |
| [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) | 2026-05-25 | 1.8 | INBOUND | WHW03 | SETUP | ↑ Escalated |
| [#LTS00130862](https://linksys.happyfox.com/staff/ticket/130862/) | 2026-05-26 | 1.8 | INBOUND | EA8100 | CONNECTIVITY | Agent will email setup instructions; customer to perform another factory reset and reconfigure router. No confirmation of resolution or follow-up scheduled. |
| [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 | 3.5 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Agent falsely claimed prior agent resolved the issue; no resolution or next step provided. |
| [#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/) | 2026-05-26 | 1.8 | INBOUND | WHW01 | SETUP | Agent offered to email generic setup instructions; no live verification of pairing or connectivity performed. Customer left to self-resolve. |
| [#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/) | 2026-05-26 | 1.5 | INBOUND | MX5500 | CONNECTIVITY | Customer decided to order VLP01 nodes based on agent's incorrect advice. |
| [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 | 1.6 | INBOUND | EA7430 | CONNECTIVITY | Agent instructed customer to perform a factory reset (30-second press) and offered to send email instructions; no verification, no follow-up scheduled, no case created. |
| [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131211](https://linksys.happyfox.com/staff/ticket/131211/) | 2026-05-28 | 3.5 | INBOUND | WHW03 | ACCESS | Customer will reset the router using the recovery key and then log into the app with the newly created admin password. |
| [#LTS00131215](https://linksys.happyfox.com/staff/ticket/131215/) | 2026-05-28 | 2.8 | INBOUND | EA8300 | SETUP | Use the local web interface at http://192.168.1.1 to finish router setup. No verification was performed. |
| [#LTS00131217](https://linksys.happyfox.com/staff/ticket/131217/) | 2026-05-28 | 3.4 | INBOUND | MR7350 | SETUP | Customer will connect to the router’s default Wi-Fi network, access http://myrouter.local in a browser, and follow the on-screen setup wizard. Agent will email additional guidance. |
| [#LTS00131238](https://linksys.happyfox.com/staff/ticket/131238/) | 2026-05-28 | 3.0 | INBOUND | E2500 | CONNECTIVITY | Agent claimed to send reset instructions via email to unconfirmed address; no verification of fix or next steps established. |
| [#LTS00130463](https://linksys.happyfox.com/staff/ticket/130463/) | 2026-05-28 | 3.0 | INBOUND | SPNM60CF | SETUP | ✓ Resolved |
| [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) | 2026-05-28 | 1.3 | INBOUND | WHW03 | SETUP | No resolution achieved. Call ended without clear next steps or follow-up plan. |
| [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) | 2026-05-28 | 1.8 | INBOUND | WHW03 | SETUP | No resolution achieved. Call ended without clear next steps or follow-up plan. |
| [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) | 2026-05-28 | 2.9 | INBOUND | WHW03 | CONFIGURATION | ✓ Likely resolved |
| [#LTS00131306](https://linksys.happyfox.com/staff/ticket/131306/) | 2026-05-28 | 3.0 | INBOUND | EA7200 | ACCESS | Customer to perform the hard reset and follow the emailed instructions to set a new admin password. |
| [#LTS00131324](https://linksys.happyfox.com/staff/ticket/131324/) | 2026-05-29 | 2.8 | INBOUND | LN11011202 | SETUP | ✓ Resolved |
| [#LTS00069740](https://linksys.happyfox.com/staff/ticket/69740/) | 2026-05-29 | 1.3 | INBOUND | E1000 | SETUP | Advised customer to purchase a new MR5500 router; no further troubleshooting. |
| [#LTS00131420](https://linksys.happyfox.com/staff/ticket/131420/) | 2026-05-29 | 1.5 | INBOUND | E8450 | SETUP | Customer advised to contact ISP for WAN provisioning; no technical fix confirmed. |
| [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | SETUP | Customer to perform factory reset of all nodes and re‑configure using default credentials; detailed email instructions to be sent. |
| [#LTS00037460](https://linksys.happyfox.com/staff/ticket/37460/) | 2026-05-29 | 4.4 | INBOUND | MX2000 | SETUP | ✓ Resolved |
| [#LTS00131452](https://linksys.happyfox.com/staff/ticket/131452/) | 2026-05-29 | 3.0 | INBOUND | MR9600 | CONNECTIVITY | Offerred to email detailed troubleshooting steps or provide paid support; no technical fix confirmed. |
| [#LTS00131472](https://linksys.happyfox.com/staff/ticket/131472/) | 2026-05-29 | 1.5 | INBOUND | EA8100 | CONNECTIVITY | Agent promised to send generic setup instructions via email and offered paid support ($15/hour). |
| [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.8 | INBOUND | WHW03 | SETUP | No payment captured; customer advised to call back later. No clear next step or alternative provided. |