# maylene.delada@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 | | --- | --- | --- | --- | --- | --- | | 23 | 11m 18s | MX6200 | CONNECTIVITY | 23 | 3 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 23 | | Protocol | 2.00 | 23 | | Communication | 2.40 | 23 | | Overall | 2.50 | 23 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 10 | 27m 29s | 2.16 | 1.44 | 1.78 | 2.33 | Outlier: 2.9x weekly median handle time | | RE | 2 | 12m 16s | 3.00 | 4.00 | 2.00 | 2.00 | | | EA | 4 | 11m 33s | 3.02 | 3.25 | 2.00 | 2.25 | | | WHW | 3 | 9m 34s | 1.97 | 1.00 | 1.33 | 2.33 | | | MR | 2 | 9m 8s | 3.05 | 2.50 | 2.00 | 2.00 | | | OTHER | 1 | 5m 17s | 3.90 | 5.00 | 4.00 | 4.00 | | | WRT | 1 | 3m 5s | 1.50 | 5.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 27m 29s; outlier: 2.9x weekly median handle time. - RE is one of the slowest families at 12m 16s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 10 | 15m 25s | 2.30 | 2.00 | 1.80 | 2.30 | ✓ | | SETUP | 6 | 13m 28s | 2.10 | 1.80 | 1.80 | 2.30 | ✓ | | ACCESS | 4 | 8m 14s | 2.80 | 3.50 | 2.50 | 2.30 | | | NO TROUBLESHOOTING NEEDED | 1 | 11m 32s | 3.00 | 1.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Protocol moved up 0.16 vs. last week. - Family swing: MR handle time moved down by 8m 54s vs. last week. ## What Went Well > **Professional communication and escalation** > *Verified ticket number and confirmed receipt of all required documents. Provided specific and realistic 24-48 hour response timeframe for follow-up.* > [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) > **Persistence in complex troubleshooting** > *Persisted through multiple failed attempts and kept the customer engaged throughout a complex multi-node recovery. Provided a functional troubleshooting path that ultimately led the customer to report success.* > [#LTS00131297](https://linksys.happyfox.com/staff/ticket/131297/) --- ## Growth Opportunities > **Technical inaccuracies in product guidance** > *Replace “Velop Pro 7” with valid product names (MX8500 or Velop MX series). Use “MX2000” instead of “MX-20.” Confirm “WHW03” instead of “WHW0305.”* > [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) > **Incorrect troubleshooting procedures** > *For MX6200, use 10-second reset (not 5-press). Boot time is ~2-3 minutes (not 30). Verify LED states: blue = ready, not “no Wi-Fi.”* > [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) > [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) --- ## Next Week's Focus * Verify product model and warranty status before recommending solutions. * Use model-specific reset procedures (e.g., 10-second hold for MX6200). * Confirm LED states against KB before advising customers. * Document all troubleshooting steps and outcomes in HappyFox. --- ## Technical Accuracy **Improvement** *Incorrect product model reference: 'Velop Pro 7' is not a valid Linksys product (likely confusion with MX8500 or Velop MX series).* [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) **Improvement** *Incorrect reset procedure for MX6200: 5-press is a pairing method, not a factory reset (KB states 10-second hold). Boot time misstated as 30 minutes (KB states ~2-3 minutes). LED interpretations were incorrect.* [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) **Improvement** *Incorrect pairing method for WHW03 (5-press; should use Pair button or standard setup per velop_wifi_connectivity.md). LED color guidance was incorrect: WHW03 does not use solid purple/pink as a ready state.* [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) **Improvement** *Incorrectly claimed the Linksys app no longer exists for WHW03 units, which is not supported by KB.* [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) **Improvement** *Materially false statement that the Linksys app is discontinued for all routers, contradicting KB guidance.* [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) — Resolved by Level 2 * **What L1 saw:** Customer requested account holder change on Linksys cloud. L1 verified documents and escalated. * **Why it escalated:** Management required for ownership transfer. * **Related call chain:** Previous agents attempted but failed to resolve; Maylene correctly escalated. * **What L2 did:** Deleted AP from LCM 1.0, advised migration to LCM 2.0, and provided email confirmation timeline. * **Current state:** Resolved. * **L1 learning points:** Confirm document receipt, escalate ownership changes, and provide clear timelines. ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 * **What L1 saw:** EA9300 connectivity issue post-modem replacement. L1 provided incomplete guidance. * **Why it escalated:** Issue beyond L1 scope after failed troubleshooting. * **Related call chain:** Multiple agents attempted resets and email instructions. * **What L2 did:** Conducted firmware reflash, validated WAN connection, and confirmed resolution. * **Current state:** Resolved. * **L1 learning points:** Verify WAN cable, check modem sync, and use model-specific reset steps. ### [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) — Resolved by Level 2 * **What L1 saw:** MX6200 mesh node addition failure. L1 provided incorrect reset steps. * **Why it escalated:** Persistent issues after multiple L1 attempts. * **Related call chain:** Prior agents promised callbacks without execution. * **What L2 did:** Guided through proper 5-press pairing, verified node reconnection, and provided mesh topology advice. * **Current state:** Resolved. * **L1 learning points:** Use correct pairing methods, verify node LEDs, and confirm internet connectivity. --- ## Coach Appendix *Frontline-heavy week with MX product time outliers. Prioritize model verification, correct reset procedures, and LED state validation. Address recurring inaccuracies in product references and troubleshooting steps.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 14:40:16 | 3.90 | INBOUND | LAPAC1750 | ACCESS | ↑ Escalated | | [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) | 2026-05-25 21:48:20 | 3.00 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 19:19:07 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) | 2026-05-26 21:52:15 | 3.00 | INBOUND | EA9300 | CONNECTIVITY | ⏳ Pending | | [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/) | 2026-05-26 22:15:07 | 3.00 | INBOUND | EA7450 | ACCESS | ↻ Callback set | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:09:37 | 1.30 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 22:33:12 | 3.00 | INBOUND | EA9300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/) | 2026-05-26 22:15:07 | 3.00 | INBOUND | EA7450 | ACCESS | ↻ Callback set | | [#LTS00131297](https://linksys.happyfox.com/staff/ticket/131297/) | 2026-05-28 19:40:33 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00131347](https://linksys.happyfox.com/staff/ticket/131347/) | 2026-05-29 21:01:15 | 3.10 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00131446](https://linksys.happyfox.com/staff/ticket/131446/) | 2026-05-29 17:23:11 | 3.10 | INBOUND | EA7200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) | 2026-05-29 22:53:48 | 1.50 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/) | 2026-05-29 22:21:17 | 1.10 | INBOUND | MX5300 | CONNECTIVITY | ⏳ Pending | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-29 22:53:48 | 1.50 | INBOUND | WRT310N | SETUP | — | | [#LTS00131414](https://linksys.happyfox.com/staff/ticket/131414/) | 2026-05-29 15:33:21 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131433](https://linksys.happyfox.com/staff/ticket/131433/) | 2026-05-29 16:32:16 | 3.00 | INBOUND | MX4200 | ACCESS | ⏳ Pending | | [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) | 2026-05-29 17:14:45 | 1.30 | INBOUND | WHW03 | ACCESS | ⏳ Pending | | [#LTS00122717](https://linksys.happyfox.com/staff/ticket/122717/) | 2026-05-29 20:31:46 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131492](https://linksys.happyfox.com/staff/ticket/131492/) | 2026-05-29 21:01:15 | 3.10 | INBOUND | MR2000 | ACCESS | ✓ Likely resolved | | [#LTS00108969](https://linksys.happyfox.com/staff/ticket/108969/) | 2026-05-29 22:05:20 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |