# jorgenathaniel.amores@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 | | --- | --- | --- | --- | --- | --- | | 47 | 16m 42s | WHW03 | CONNECTIVITY | 47 | 4 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.10 | 47 | | Protocol | 1.50 | 47 | | Communication | 1.90 | 47 | | Overall | 1.90 | 47 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 15 | 34m 7s | 1.86 | 2.07 | 1.60 | 2.00 | Outlier: 2.4x weekly median handle time | | MR | 7 | 22m 40s | 1.97 | 2.00 | 1.43 | 1.86 | Outlier: 1.6x weekly median handle time | | EA | 6 | 17m 2s | 2.45 | 2.67 | 1.67 | 1.67 | | | WHW | 11 | 15m 52s | 1.71 | 1.55 | 1.18 | 1.91 | | | WRT | 3 | 14m 28s | 2.50 | 1.33 | 1.67 | 2.00 | | | LN | 2 | 14m 5s | 2.05 | 1.50 | 1.50 | 2.50 | | | E | 7 | 11m 9s | 2.29 | 2.86 | 1.43 | 1.57 | | | OTHER | 1 | 9m 14s | 3.00 | 1.00 | 2.00 | 1.00 | | | RE | 1 | 5m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time. - MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 18m 25s | 1.80 | 2.00 | 1.60 | 2.00 | ✓ | | SETUP | 12 | 16m 20s | 2.00 | 2.20 | 1.70 | 2.10 | | | ACCESS | 8 | 17m 30s | 2.10 | 2.30 | 1.80 | 2.20 | | ## Week-over-Week Movement - Accuracy moved up 0.31 vs. last week. - Communication moved down 0.24 vs. last week. - Family swing: OTHER handle time moved down by 23m 20s vs. last week. - Family swing: MX handle time moved up by 15m 37s vs. last week. - Family swing: WHW handle time moved down by 15m 28s vs. last week. ## What Went Well 1. **Accurate EA Series Wi-Fi Password Guidance** > > The network key printed on the router label **is** the Wi‑Fi password for EA Series devices. [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) 2. **Effective Third-Party VPN Diagnosis** > > The Express VPN app—not the router or ISP—was the source of disconnection. [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) --- ## Growth Opportunities 1. **Correct LED and Reset Guidance for MX2000** > > Incorrectly claimed MX2000 shows solid magenta/pink LEDs during setup (KB: MX2000 LEDs are purple/white/red only). [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) *Next step: Use KB-defined LED states and 10‑second reset duration for MX2000.* 2. **Avoid Premature Paid Support Offers** > > Offered $15 advanced support before completing basic diagnosis and without confirming warranty status. [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) *Next step: Complete protocol-compliant troubleshooting first; reserve paid offers for unresolved cases.* --- ## Next Week's Focus 1. **Verify WAN connectivity** before suggesting resets on MX/MR/WHW systems. 2. **Use KB-defined LED interpretations** (e.g., MX2000: purple = online, red = error). 3. **Collect model/serial numbers** in the first 30 seconds of every call. 4. **Reserve paid support** for cases where self-help and standard diagnostics fail. --- ## Technical Accuracy ### **Improvement** > > Used 30-second reset duration (KB specifies 10 seconds for Velop MX2000) and misinterpreted LED states (claimed magenta/pink = setup readiness). > [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) ### **Improvement** > > Provided materially false technical claim contradicting KB guidance on Wi‑Fi troubleshooting (Windows system folder paths). > [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) --- ## Coaching Moments ### **Strength** **Call #LTS00130936** > > Technical advice was fully accurate per KB (EA Series Wi‑Fi password = network key on label). ### **Improvement** **Call #LTS00130784** > > Failed to perform basic troubleshooting (power‑cycle, WAN check, LED interpretation) despite flashing red LED. > [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) ### **Improvement** **Call #LTS00130945** > > Materially false technical guidance: instructed customer to search for non-existent Windows system folders. > [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) --- ## Escalation Lessons: What L2 Did ### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 - **What L1 saw**: Mesh nodes would not pair; lights showing magenta/red/blue; no internet. - **Why it escalated**: L1 provided no concrete fix, escalation path, or self-help resources. - **What L2 did**: Verified WAN connectivity, used correct 10‑second reset, and applied 5‑press pairing (valid for LN/MX6200, not MX2000). - **Current state**: Resolved. - **L1 learning points**: 1. Confirm WAN status before resets. 2. Use model‑specific reset durations (10s for MX2000). 3. Document LED states and troubleshooting steps. ### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2 - **What L1 saw**: Unable to access WebUI; blank screen on [REDACTED_PHONE]. - **Why it escalated**: Vague escalation with no case number or self-help path. - **What L2 did**: Guided customer through incognito mode, verified router LEDs, and confirmed ISP service. - **Current state**: Resolved. - **L1 learning points**: 1. Correct IP addresses ([REDACTED_PHONE] or [REDACTED_PHONE]). 2. Use incognito mode for browser issues. 3. Provide clear next steps before escalation. --- ## Coach Appendix *High-level trend*: Frontline-heavy week with **MX/MR** handle times 2–3x median. Accuracy improved, but communication and protocol compliance need focus. Key recurring issues: - LED misinterpretation (MX2000, WHW03) - Premature paid support offers - Incomplete model/serial collection --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Abandoned | | [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Abandoned | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Abandoned | | [#LTS00130924](https://linksys.happyfox.com/staff/ticket/130924/) | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) | 2026-05-26 | 3.2 | INBOUND | EA9400 | ACCESS | Closed with self-help | | ... | ... | ... | ... | ... | ... | ... | *(Full table available in Coach Appendix)*