# jeraldjun.villanubos@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 | | --- | --- | --- | --- | --- | --- | | 30 | 18m 54s | WHW03 | CONNECTIVITY | 29 | 4 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.60 | 30 | | Protocol | 1.50 | 30 | | Communication | 2.10 | 30 | | Overall | 2.00 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WRT | 2 | 40m 34s | 1.50 | 1.00 | 1.50 | 2.00 | Outlier: 2.5x weekly median handle time | | MX | 6 | 40m 9s | 2.77 | 1.67 | 2.00 | 2.67 | Outlier: 2.4x weekly median handle time | | EA | 10 | 18m 48s | 1.81 | 1.60 | 1.40 | 1.80 | | | WHW | 7 | 16m 45s | 2.45 | 1.83 | 1.33 | 2.00 | | | MR | 3 | 16m 16s | 2.10 | 1.00 | 1.33 | 2.00 | | | OTHER | 3 | 13m 11s | 1.23 | 1.00 | 1.33 | 1.67 | | | E | 1 | 11m 10s | 2.10 | 1.00 | 3.00 | 3.00 | | | RE | 2 | 9m 50s | 3.30 | 2.50 | 2.00 | 3.00 | | **Key Observations** - WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time. - MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 22 | 20m 8s | 1.90 | 1.50 | 1.40 | 2.00 | ✓ | | SETUP | 4 | 18m 44s | 2.50 | 2.30 | 1.80 | 2.80 | | | ACCESS | 3 | 26m 0s | 1.80 | 1.30 | 2.00 | 2.30 | ✓ | ## Week-over-Week Movement - Overall moved down 0.24 vs. last week. - Accuracy moved down 0.72 vs. last week. - Protocol moved down 0.15 vs. last week. - Average handle time moved up by 2m 16s. - Family swing: WRT handle time moved up by 32m 23s vs. last week. - Family swing: WHW handle time moved up by 8m 52s vs. last week. - Family swing: MR handle time moved up by 5m 19s vs. last week. ## What Went Well - **Effective troubleshooting guidance for mesh node pairing** > Successfully guided customer through re-adding a mesh node via app and Ethernet connection. [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) - **Clear guidance on accessing router admin page** > Correctly directed customer to access router admin page at [REDACTED_PHONE]. [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) --- ## Growth Opportunities - **Incorrect technical guidance on reset procedures** > Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes. [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) **Next step:** Always verify reset times in KB before instructing customers. Use 10–15 seconds for Velop nodes and confirm LED behavior post-reset. - **Failure to verify warranty status before offering paid support** > Offered $15 paid support without verifying warranty status for multiple calls. [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) **Next step:** Check warranty eligibility via CRM before suggesting paid options. Offer self-help resources first for common issues. --- ## Next Week's Focus 1. **Verify reset procedures and LED states for all device families before instructing customers.** 2. **Always check warranty status in CRM before offering paid support.** 3. **Use structured troubleshooting flows for connectivity issues (WAN check, power cycle, LED validation).** 4. **Provide clear, model-specific guidance and avoid generic advice.** --- ## Technical Accuracy ### **Improvement** > Incorrect reset procedure provided for WHW03 model. [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) ### **Improvement** > Failed to provide correct driver download link for WUSB6300. [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) ### **Improvement** > Incorrect default password guidance provided. [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) ### **Improvement** > Incorrect router IP provided leading to login failure. [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) ### **Improvement** > Incorrect information about firmware updates provided. [#LTS00130971](https://linksys.happyfox.com/staff/ticket/130971/) No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns. --- ## Coaching Moments ### **Improvement** > Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes. [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) ### **Improvement** > Offered $15 paid support without verifying warranty status. [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) --- ## Escalation Lessons: What L2 Did ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw:** Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet (error: “No Internet”), while other apps and general browsing were working normally. - **Why it escalated:** Escalation trigger was not explicit in the available notes. - **Related call chain:** This was a repeat contact involving multiple L1 agents and an eventual escalation after an earlier closure with an ISP referral. - **What L2 did:** Level 2 conducted advanced troubleshooting, including firmware re-flash and isolation steps, and ultimately resolved the issue after the customer declined further L1 troubleshooting. - **Current state:** The case is resolved. - **L1 learning points:** 1. Collect model/serial/firmware/topology details early. 2. Verify LED state and confirm modem/ISP handoff. 3. Document exact troubleshooting sequence and pivot if steps fail. ### [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) — Resolved by Level 2 - **What L1 saw:** LAPAC1750C lost power and was offline; customer requested instructions on how to troubleshoot. - **Why it escalated:** The device was EOS (End of Support) and L1 could not provide advanced troubleshooting. - **Related call chain:** This was a single L1 contact before escalation. - **What L2 did:** Level 2 confirmed EOS status, provided guidance on basic troubleshooting, and offered to callback if needed. - **Current state:** The case is resolved. - **L1 learning points:** 1. Clearly communicate EOS status and limitations. 2. Provide basic troubleshooting steps even for EOS devices. 3. Offer self-help resources or articles when possible. ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 - **What L1 saw:** EA9300 showed no internet speed despite ISP confirmation; customer had reset the router multiple times. - **Why it escalated:** L1 could not restore connectivity and escalated for advanced diagnostics. - **Related call chain:** Multiple L1 contacts involving resets, firmware checks, and eventual escalation. - **What L2 did:** Level 2 conducted firmware re-flash, WAN diagnostics, and ultimately determined the customer had purchased a new router. - **Current state:** The case is resolved. - **L1 learning points:** 1. Verify WAN connectivity and modem status before resetting. 2. Use structured diagnostic flows for connectivity issues. 3. Document all steps and escalate when resolution is not achieved. ### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2 - **What L1 saw:** WRT3200ACM had no internet after a modem replacement; customer agreed to paid support. - **Why it escalated:** L1 could not restore WAN connectivity and escalated for advanced troubleshooting. - **Related call chain:** Single L1 contact before escalation. - **What L2 did:** Level 2 performed WAN diagnostics, verified modem activation, and resolved the issue. - **Current state:** The case is resolved. - **L1 learning points:** 1. Confirm modem activation and WAN status. 2. Use structured troubleshooting for WAN connectivity. 3. Avoid premature paid support offers; verify eligibility first. --- ## Coach Appendix - **Highest-signal weekly trend:** Accuracy scores dropped significantly (-0.72) due to inconsistent technical guidance, especially around reset procedures and warranty verification. Focus on model-specific KB validation and structured troubleshooting flows. - **Recurring pattern:** Multiple instances of offering paid support without verifying warranty status or providing self-help resources first. This risks customer frustration and unnecessary revenue loss. - **Evidence:** Calls #LTS00130761, #LTS00130796, and #LTS00130891 all show premature paid support offers without eligibility checks or basic troubleshooting attempts. No additional coach-only appendix material was extracted this week. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) | 2026-05-25 15:40:52+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Node re-added as child and online with green LED; customer advised to monitor for 24–48 hours and call back if issues recur. | | [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) | 2026-05-25 18:46:17+00:00 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | Offered to send a generic guide and suggested upgrading to a new router. | | [#LTS00130775](https://linksys.happyfox.com/staff/ticket/130775/) | 2026-05-25 20:23:48+00:00 | 3.60 | INBOUND | RE7000 | SETUP | Customer received the manual and can follow it to complete router setup independently. | | [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) | 2026-05-25 22:10:21+00:00 | 1.00 | INBOUND | WUSB6300 | CONNECTIVITY | Agent offered $15,000 paid support with no guarantee; refused supervisor; no valid resolution or next step provided. | | [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) | 2026-05-25 23:25:54+00:00 | 1.90 | INBOUND | MR7500 | SETUP | Wi-Fi settings updated via local admin page; warranty registration pending receipt submission via email. | | [#LTS00130883](https://linksys.happyfox.com/staff/ticket/130883/) | 2026-05-26 15:17:21+00:00 | 1.40 | INBOUND | MR9000 | CONNECTIVITY | Offered paid support; no actionable steps provided. Customer opted to replace router. | | [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) | 2026-05-26 15:44:15+00:00 | 3.00 | INBOUND | EA7450 | CONNECTIVITY | Agent will call the customer back to continue troubleshooting, but no immediate steps or self-help guidance were provided. | | [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) | 2026-05-26 16:40:30+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Main router and booster node are online; customer will place booster within 30 ft of main router. | | [#LTS00130929](https://linksys.happyfox.com/staff/ticket/130929/) | 2026-05-26 18:50:06+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Agent offered $15 paid support; customer declined and hung up. No resolution achieved. | | [#LTS00130971](https://linksys.happyfox.com/staff/ticket/130971/) | 2026-05-26 22:09:29+00:00 | 1.80 | INBOUND | EA6300 | CONNECTIVITY | Advised customer to buy a new router and offered assistance with setup. | | [#LTS00130973](https://linksys.happyfox.com/staff/ticket/130973/) | 2026-05-26 22:18:35+00:00 | 3.00 | INBOUND | RE6400 | CONNECTIVITY | Customer will attempt additional troubleshooting independently; no further action taken by agent. | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:35:03+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Offered paid‑hour support and a callback; no technical steps taken. | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:42:24+00:00 | 1.30 | OUTBOUND | EA7430 | CONNECTIVITY | No resolution achieved. Agent collected payment and ended call without confirming fix or providing a clear next step. | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:53:54+00:00 | 1.80 | OUTBOUND | EA7430 | CONNECTIVITY | Escalated to Level-2 support for firmware re-flash and advanced troubleshooting. Callback expected within 2–3 hours. | | [#LTS00131049](https://linksys.happyfox.com/staff/ticket/131049/) | 2026-05-27 15:15:53+00:00 | 2.10 | INBOUND | E5400 | ACCESS | Customer will contact Apple for further assistance; agent offered to call back if needed. | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-27 18:01:45+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | No resolution achieved. Customer was misinformed about modem requirements and received no actionable steps for mesh reconfiguration. No follow-up scheduled. | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:43:48+00:00 | 4.20 | INBOUND | MX6200 | CONNECTIVITY | All child nodes are now solid white and fully paired; customer can relocate them as desired. | | [#LTS00131083](https://linksys.happyfox.com/staff/ticket/131083/) | 2026-05-27 19:18:31+00:00 | 2.70 | INBOUND | WHW03 | CONFIGURATION | No actionable steps provided for separating SSIDs. Suggested contacting ISP for mixed-network guidance, but no follow-up path established. | | [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 20:11:33+00:00 | 1.40 | INBOUND | EA9500 | ACCESS | Agent quoted $15 paid-support fee; no technical fix or self-help path provided. | | [#LTS00131097](https://linksys.happyfox.com/staff/ticket/131097/) | 2026-05-27 20:36:27+00:00 | 3.00 | INBOUND | MX8500 | CONNECTIVITY | Internet restored after power-cycle; agent speculated on failed firmware update but provided no further action or documentation. | | [#LTS00131106](https://linksys.happyfox.com/staff/ticket/131106/) | 2026-05-27 21:34:21+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Agent will email a simplified setup guide for the Velop system. | | [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) | 2026-05-27 22:36:52+00:00 | 1.40 | INBOUND | LAPAC1750C | CONNECTIVITY | Escalated to Level 2 support; callback promised within 1‑3 hours. | | [#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/) | 2026-05-27 23:03:26+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Agent emailed a generic setup guide; customer to review and attempt the reset again. No confirmed fix. | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:20:57+00:00 | 1.60 | INBOUND | EA9300 | CONNECTIVITY | No resolution achieved; agent did not set follow-up, escalation, or self-help path. | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:59:10+00:00 | 1.00 | INBOUND | EA9300 | CONNECTIVITY | Call ended without resolution; agent directed to an incorrect website. | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 00:00:00+00:00 | 1.80 | OUTBOUND | EA9300 | CONNECTIVITY | Escalated to Level 2 support; provided customer phone number for follow‑up. | | [#LTS00131243](https://linksys.happyfox.com/staff/ticket/131243/) | 2026-05-28 15:33:09+00:00 | null | INBOUND | WHW03 | CONNECTIVITY | | | [#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/) | 2026-05-28 15:59:40+00:00 | 1.80 | INBOUND | MX8500 | ACCESS | Admin page accessed after reset; 2.4 GHz SSID separated. Customer to test weather-station connectivity independently. | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 22:03:55+00:00 | 3.00 | INBOUND | MX6200 | SETUP | All nodes are now solid white; advise customer to place child nodes in desired locations and use the router-admin password for future logins. | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-28 22:51:36+00:00 | 1.60 | INBOUND | WRT3200ACM | CONNECTIVITY | Escalated to Level-2 support; callback scheduled. | | [#LTS00051294](https://linksys.happyfox.com/staff/ticket/51294/) | 2026-05-28 23:03:26+00:00 | 1.40 | INBOUND | MX8000 | ACCESS | Customer will perform a full mesh reset and re-configure the network later. |