# josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 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 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |  |

**Key Observations**
- MX is one of the slowest families at 8m 52s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.90 vs. last week.
- Accuracy moved down 2.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved up 1.00 vs. last week.
- Average handle time moved down by 4m 28s.
- Family swing: MX handle time moved down by 12m 38s vs. last week.

## What Went Well

### Polite and patient communication  
The agent maintained a respectful, patient tone throughout the interaction, which helped keep the customer engaged despite technical complexities.  

> **[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)**  
> > Welcome to linksy support. To ensure quality service, your, or may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues.

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## Growth Opportunities

### Technical accuracy in LED interpretation  
**What better looks like:**  
- Reference KB definitions for mesh node LEDs: solid blue/teal = successful connection, green = not a standard readiness state.  
- Avoid stating “green means ready for setup” — this misguides customers and creates unnecessary follow-up.  

> **[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)**  
> > all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup  

### Protocol adherence for mesh troubleshooting  
**What better looks like:**  
- Capture product model numbers *before* proceeding with troubleshooting — essential for firmware checks, warranty validation, and accurate KB application.  
- Document every interaction in HappyFox (ticket creation, customer details, serial numbers) to ensure continuity and compliance.  

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## Next Week's Focus

1. **Start every mesh call by confirming the exact product model and serial number** — write them into the case before proceeding.  
2. **Cross-check LED states against the official mesh KB** before explaining status to the customer.  
3. **Close cases with a documented next step** (e.g., “Customer will relocate node; stability confirmed on desk”).  
4. **If a node fails to pair, walk through the full reset/repair flow** (main node reset → 3‑5 minute wait → child node reboot) and verify post-move stability.

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## Technical Accuracy

### **Improvement**  
> *No transcript quote available*  
> Agent incorrectly stated that a green LED means the node is ready for setup ([03:00]). This contradicts KB guidance, which specifies solid blue/teal for successful mesh connection. Green is not a standard state for pairing readiness in Lynx US systems.  
> **[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)**

### **Improvement**  
> *No transcript quote available*  
> Agent failed to collect the product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.  
> **[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)**

### **Improvement**  
> *No transcript quote available*  
> No case was created or referenced, and no customer contact details (email, phone) were captured, violating basic support protocol.  
> **[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)**

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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

*Highest-signal trend:* The single MX2000 SETUP case reveals a pattern of technical inaccuracies (LED misinterpretation, missing model data) compounded by protocol lapses (no case documentation). This combination drove both low accuracy/protocol scores and extended handle time. Focus next week on tightening upfront data capture and KB alignment before proceeding with troubleshooting steps.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/) | 2026-05-26 | 3.00 | INBOUND | MX2000 | SETUP | ✓ Likely resolved |