# jeneth.villanil@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 1 | 108m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MX is one of the slowest families at 108m 11s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Average handle time moved up by 91m 54s.

## What Went Well

Despite the challenges in this single call, the agent demonstrated several positive behaviors that should be reinforced:

> **Acknowledled customer frustration and maintained empathy**  
> The agent recognized the customer's frustration with the dropping nodes and attempted to guide them through resets, showing emotional intelligence even when technical solutions weren't fully effective.

> **Used clear, practical guidance for reset procedures**  
> The agent appropriately suggested using a pin or paperclip for the reset button, providing concrete, actionable steps that customers can follow.

> **Maintained clear communication throughout**  
> With a communication score of 3.0 (the highest dimension), the agent kept the conversation focused and understandable despite the technical complexity and customer frustration.

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## Growth Opportunities

### 1. Use correct pairing methods for MX8500 Velop devices

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

**What good looks like:**  
- For MX8500 Velop mesh systems, guide customers to use the Velop web UI or mobile app for adding child nodes rather than physical button sequences.  
- Verify the exact model and firmware version before recommending any pairing method.  
- When in doubt, direct customers to the official Linksys support pages for their specific model.

[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### 2. Always verify warranty status and collect serial numbers early

The agent did not verify warranty status or collect serial numbers during the call, which is critical for several reasons:

**What good looks like:**  
- At the start of any technical support call, ask for and verify the product's serial number and warranty status.  
- Use this information to determine appropriate troubleshooting paths (e.g., warranty repairs vs. self-help solutions).  
- Document this information in the ticket for seamless handoffs to Level 2 or warranty teams if needed.

[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Next Week's Focus

- **Practice model-specific troubleshooting**: Study the official Linksys support pages for MX8500 Velop to memorize the correct pairing/add-child-node procedures.  
- **Implement a warranty/serial number checklist**: Create a personal script to ensure you collect this critical information within the first 2 minutes of every call.  
- **Focus on closure hygiene**: When technical issues remain unresolved, document clear next steps and set explicit follow-up actions rather than leaving calls in "pending" status.  
- **Balance troubleshooting with efficiency**: For complex issues, quickly assess whether the problem requires escalation to Level 2 or can be resolved through guided self-help.

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## Technical Accuracy

### **Improvement**  
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**  
> Agent did not verify warranty status or collect serial number, which is critical for troubleshooting and follow-up.  
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**  
> Call ended with technical_resolution_status as 'not_fixed' and operational_closure_status as 'pending_resolution', indicating unresolved customer issue.  
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## Coach Appendix


**Recurring pattern to address**: The agent tends to default to physical button-based solutions even for devices where software/app-based methods are the supported approach. This pattern increases handle time and reduces first-contact resolution rates. Next coaching should focus on model-specific knowledge reinforcement and efficient closure practices.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/) | 2026-05-29 | 3.00 | INBOUND | MX8500 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |