# leo.lluisma@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 | | --- | --- | --- | --- | --- | --- | | 9 | 25m 38s | MX6200 | CONNECTIVITY | 9 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.90 | 9 | | Protocol | 2.00 | 9 | | Communication | 2.20 | 9 | | Overall | 2.10 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 5 | 46m 25s | 2.10 | 1.60 | 2.20 | 2.20 | Outlier: 2.9x weekly median handle time | | EA | 3 | 15m 55s | 1.87 | 1.67 | 1.67 | 2.33 | | | WRT | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 46m 25s; outlier: 2.9x weekly median handle time. - EA is one of the slowest families at 15m 55s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 4 | 39m 56s | 2.10 | 1.80 | 2.00 | 2.30 | ✓ | | ACCESS | 2 | 19m 44s | 1.60 | 1.00 | 2.00 | 2.50 | ✓ | | SETUP | 2 | 41m 18s | 3.10 | 2.50 | 3.00 | 2.50 | | | NO TROUBLESHOOTING NEEDED | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Overall moved down 0.28 vs. last week. - Accuracy moved down 0.59 vs. last week. - Protocol moved up 0.22 vs. last week. - Average handle time moved up by 15m 45s. - Family swing: MX handle time moved up by 35m 52s vs. last week. - Family swing: WRT handle time moved up by 8m 59s vs. last week. - Family swing: EA handle time moved up by 5m 39s vs. last week. ## What Went Well > **Accurate model identification and firmware guidance** > *"Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB."* > [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) > **Successful mesh setup guidance** > *"Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list, validating setup completion."* > [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) --- ## Growth Opportunities > **Avoid end-of-support claims and incomplete troubleshooting** > *"Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures apply."* > [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) > **Next step:** Verify product support status in KB *before* communicating limitations. Always offer at least one safe troubleshooting path (e.g., factory reset, UI access) for supported models. > **Perform diagnostic steps before recommending replacement** > *"Performed no troubleshooting steps (e.g., power cycle, cable check, LED status, admin UI access) despite customer reporting no internet. Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life."* > [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) > **Next step:** For connectivity issues, complete the standard diagnostic branch (power cycle → cable check → LED interpretation → UI access) *before* discussing warranty or replacement options. --- ## Next Week's Focus 1. **Start every connectivity call with the 3-step diagnostic:** power cycle, cable/LED check, and UI access attempt. Document findings before escalating or recommending replacement. 2. **Confirm product support status in KB** before stating any limitations. If unsupported, clearly explain *what* support is still available (e.g., self-help resources). 3. **Avoid external redirects** (e.g., reddit.com) — direct customers only to Linksys-owned resources (support.linksys.com, myrouter.info/local, AI chat). 4. **Use model-specific admin URLs** — e.g., `http://[REDACTED_PHONE]` for MX6200 instead of generic `myrouter.info`. --- ## Technical Accuracy **Improvement** > Incorrectly stated EA6350 is end-of-support and no assistance can be provided. KB confirms EA6350 is eligible for basic support and standard password recovery procedures apply. > [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) **Improvement** > Directed customer to reddit.com — unsafe, unsupported, and irrelevant external site. Misidentified model as 'ETL link-on link 1200' — no such model exists. Falsely claimed technical support ended in 2015 for E1200 — KB provides firmware and guidance. > [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) **Improvement** > Provided incorrect router admin URL ([REDACTED_PHONE]) for MX6200. Incorrect password guidance (admin). Failed to verify internet connectivity after nodes showed solid white LEDs. Poor call control with long silences and agent leaving call twice. > [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) **Improvement** > Provided incorrect admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info). Incorrect default password guidance ('admin'). Misidentified LED behavior (pink/purple light not valid for SPNM). > [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) **Improvement** > Performed no troubleshooting despite customer reporting no internet. Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life. Directed customer to unsafe website 'linkssystem.com'. > [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did **No escalated case learning was available for this report.** --- ## Coach Appendix *Highest-signal trend:* MX mesh calls consume disproportionate time with inconsistent troubleshooting. Accuracy gaps stem from unsupported claims about product lifecycles and incomplete diagnostic execution. Focus next week on disciplined diagnostic branching for connectivity issues and verified product support status checks before communicating limitations. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) | 2026-05-26 | 1.5 | INBOUND | EA6350 | ACCESS | Customer advised to use AI chat | | [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) | 2026-05-26 | 1.1 | INBOUND | MX2000 | CONNECTIVITY | Agent advised customer to purchase | | [#LTS00130995](https://linksys.happyfox.com/staff/ticket/130995/) | 2026-05-27 | 3.0 | INBOUND | EA3500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) | 2026-05-28 | 3.2 | INBOUND | WRT3200ACM | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) | 2026-05-28 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) | 2026-05-28 | 1.7 | OUTBOUND | MX2001SH | ACCESS | Agent placed customer on hold | | [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) | 2026-05-29 | 3.4 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) | 2026-05-29 | 1.1 | INBOUND | EA6400 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131362](https://linksys.happyfox.com/staff/ticket/131362/) | 2026-05-29 | 2.8 | INBOUND | MX2000 | SETUP | ✓ Resolved |