# mikaelhjoshua.anasco@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 | | --- | --- | --- | --- | --- | --- | | 22 | 29m 4s | WHW03 | SETUP | 22 | 6 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 22 | | Protocol | 1.80 | 22 | | Communication | 2.30 | 22 | | Overall | 2.20 | 22 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 4 | 44m 36s | 2.58 | 2.50 | 1.75 | 2.25 | Outlier: 2.6x weekly median handle time | | LN | 2 | 43m 32s | 1.70 | 1.00 | 1.50 | 2.50 | Outlier: 2.5x weekly median handle time | | MX | 5 | 33m 46s | 2.08 | 1.20 | 1.80 | 2.80 | Outlier: 2.0x weekly median handle time | | MR | 2 | 28m 32s | 1.80 | 2.00 | 2.00 | 2.50 | Outlier: 1.7x weekly median handle time | | EA | 2 | 17m 8s | 1.60 | 1.00 | 2.00 | 2.00 | | | SPN | 6 | 13m 46s | 2.42 | 2.67 | 1.83 | 2.67 | | | E | 1 | 10m 16s | 1.50 | 1.00 | 1.00 | 1.00 | | | RE | 2 | 8m 19s | 2.15 | 2.00 | 1.00 | 1.50 | | | OTHER | 1 | 4m 44s | 3.00 | 4.00 | 1.00 | 2.00 | | **Key Observations** - WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time. - LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 8 | 34m 16s | 2.00 | 1.88 | 1.62 | 2.38 | ✓ | | ACCESS | 7 | 18m 21s | 2.30 | 2.14 | 1.71 | 2.43 | ✓ | | CONNECTIVITY | 5 | 26m 3s | 2.10 | 1.80 | 1.80 | 2.60 | ✓ | | GENERAL INQUIRY | 2 | 9m 15s | 2.40 | 3.00 | 2.00 | 1.50 | | ## Week-over-Week Movement - Overall moved down 0.26 vs. last week. - Accuracy moved down 0.18 vs. last week. - Average handle time moved down by 2m 25s. - Family swing: WHW handle time moved up by 19m 04s vs. last week. - Family swing: SPN handle time moved down by 18m 22s vs. last week. - Family swing: OTHER handle time moved down by 4m 00s vs. last week. ## What Went Well - **Effective use of recovery key for app login**: Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password. [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/) - **Persistence in troubleshooting**: Agent persisted in trying multiple troubleshooting methods rather than ending the call abruptly. [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) --- ## Growth Opportunities - **Incorrect technical guidance on router setup**: Provided materially incorrect technical guidance, including wrong default credentials and false incompatibility claims, failed to offer any valid next steps, and ended the call without resolution or follow-up. [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) - **Failure to verify product model before providing instructions**: Failed to confirm product model before giving model-specific steps, leading to ambiguous instructions and potential inaccuracy in default login guidance. [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) --- ## Next Week's Focus - **Verify product model and serial number before providing troubleshooting steps** to ensure accurate and relevant guidance. - **Confirm WAN/internet connectivity before troubleshooting mesh nodes**, a fundamental diagnostic step per the KB. - **Use clear, step-by-step instructions and validate each step with the customer** to improve efficiency and reduce confusion. - **Maintain a polite and patient tone**, especially during long silences or customer confusion, to build trust and rapport. --- ## Technical Accuracy - **Improvement**: Agent provided factually wrong default admin credentials (admin/admin) for SPNM60 — the correct default is the Wi-Fi password printed on the label. [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) - **Improvement**: Agent applied 5-press pairing method to SPNM series router, which is not supported — Pair button method should be used. [#LTS00131192](https://linksys.happyfox.com/staff/ticket/131192/) - **Improvement**: Agent incorrectly stated that cognitive-mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in a mixed topology. KB explicitly supports MX-series as parent even with cognitive-mesh extenders. [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) - **Improvement**: Agent failed to verify WAN/internet connectivity before troubleshooting nodes, a fundamental diagnostic miss per the KB. [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) - **Strength**: Agent correctly guided the customer through the recovery key password reset process, which is the proper KB-compliant solution. [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) — Resolved by Level 2 - **What L1 saw**: Multiple mesh nodes flashing red and not connecting to each other, causing loss of Wi-Fi for thermostat, hot water, and security cameras. - **Why it escalated**: The agent failed to confirm the product model, provided incorrect guidance (e.g., 'Linux app'), and did not validate WAN connectivity before troubleshooting nodes. - **Related call chain**: This was the third contact for the same issue. Previous agents provided inaccurate technical advice and incomplete troubleshooting. - **What L2 did**: L2 verified the product model, confirmed WAN connectivity, guided the customer through proper node relocation and LED checks, and used the channel-finder tool to verify firmware versions. - **Current state**: Resolved. - **L1 learning points**: - Always confirm the product model before providing troubleshooting steps. - Verify WAN/internet connectivity before troubleshooting mesh nodes. - Use the correct app (Linksys app, not 'Linux app') and follow KB guidelines for mesh troubleshooting. ### [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) — Resolved by Level 2 - **What L1 saw**: Parent node (WHW03) solid red LED, no internet connectivity. - **Why it escalated**: The agent provided incorrect technical guidance, failed to validate basic access, repeated ineffective resets, and escalated without confirming modem connectivity or warranty status. - **Related call chain**: This was a follow-up call after initial attempts to resolve the issue failed. - **What L2 did**: L2 confirmed modem connectivity, guided the customer through proper resets, and verified internet connectivity after each step. - **Current state**: Resolved. - **L1 learning points**: - Verify modem connectivity before troubleshooting mesh nodes. - Use the correct reset procedures for the specific device model. - Confirm internet connectivity after each troubleshooting step. ### [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) — Resolved by Level 2 - **What L1 saw**: Unable to log into the Linksys app / Wants to associate LSWF account with the router. - **Why it escalated**: The agent provided incorrect technical guidance, including wrong default credentials and false incompatibility claims, and failed to offer any valid next steps. - **Related call chain**: This was the first contact for the issue. - **What L2 did**: L2 guided the customer through correct app login procedures, verified the router model, and provided accurate information about app compatibility. - **Current state**: Resolved. - **L1 learning points**: - Verify the router model before providing login instructions. - Use the correct default credentials for the specific router model. - Provide accurate information about app compatibility and troubleshooting steps. ### [#LTS00131011](https://linksys.happyfox.com/staff/ticket/131011/) — Resolved by Level 2 - **What L1 saw**: Wants to use parental control & Access the web UI. - **Why it escalated**: The agent provided incorrect technical guidance and failed to walk the customer through the web UI parental-control settings. - **Related call chain**: This was the first contact for the issue. - **What L2 did**: L2 guided the customer through the web UI parental-control settings and provided accurate information about the router's capabilities. - **Current state**: Resolved. - **L1 learning points**: - Verify the router model before providing parental-control instructions. - Guide the customer through the web UI settings for parental control. - Provide accurate information about the router's capabilities and limitations. ### [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) — Resolved by Level 2 - **What L1 saw**: Child nodes got disconnected. - **Why it escalated**: The agent provided incorrect technical guidance and failed to confirm the exact model or warranty status before issuing model-specific troubleshooting steps. - **Related call chain**: This was the first contact for the issue. - **What L2 did**: L2 performed a full mesh rebuild and deeper WAN diagnostics, verified the router model, and guided the customer through proper troubleshooting steps. - **Current state**: Resolved. - **L1 learning points**: - Confirm the router model and warranty status before providing troubleshooting steps. - Perform a full mesh rebuild when nodes are disconnected. - Verify WAN connectivity before troubleshooting mesh nodes. ### [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) — Resolved by Level 2 - **What L1 saw**: Reconfiguration / No internet connection. - **Why it escalated**: The agent incorrectly concluded PC had no valid IP despite customer confirming internet access and provided incorrect technical guidance. - **Related call chain**: This was the first contact for the issue. - **What L2 did**: L2 guided the customer through proper troubleshooting steps, verified internet connectivity, and provided accurate information about the router's capabilities. - **Current state**: Resolved. - **L1 learning points**: - Verify internet connectivity before concluding issues with the PC. - Use the correct troubleshooting steps for the specific router model. - Provide accurate information about the router's capabilities and limitations. --- ## Coach Appendix - **Highest-signal weekly trend**: The agent struggled with providing accurate technical guidance, particularly in model-specific troubleshooting and default credential usage. This resulted in escalations and unresolved issues. - **Recurring technical or process pattern**: The agent frequently failed to verify product model and warranty status before providing troubleshooting steps, leading to incorrect instructions and customer confusion. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) | 2026-05-25 08:05:22+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated | | [#GI00130701](https://linksys.happyfox.com/staff/ticket/130701/) | 2026-05-25 11:36:49+00:00 | 3.00 | OUTBOUND | | GENERAL INQUIRY | ✓ Likely resolved | | [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/) | 2026-05-25 12:15:07+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 13:14:18+00:00 | 2.60 | INBOUND | WHW03 | SETUP | ↻ Callback set | | [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 14:09:30+00:00 | 1.40 | OUTBOUND | WHW03 | SETUP | ↻ Callback set | | [#LTS00130828](https://linksys.happyfox.com/staff/ticket/130828/) | 2026-05-26 08:51:25+00:00 | 3.30 | INBOUND | WHW0301GC | ACCESS | ✓ Resolved | | [#LTS00130836](https://linksys.happyfox.com/staff/ticket/130836/) | 2026-05-26 09:44:03+00:00 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#GI00130842](https://linksys.happyfox.com/staff/ticket/130842/) | 2026-05-26 11:33:50+00:00 | 3.00 | INBOUND | | GENERAL INQUIRY | ⏳ Pending | | [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) | 2026-05-26 12:19:54+00:00 | 1.30 | INBOUND | SPNM60CF | ACCESS | ⚠ Closed incorrectly | | [#LTS00130847](https://linksys.happyfox.com/staff/ticket/130847/) | 2026-05-26 12:37:35+00:00 | 1.50 | INBOUND | E1200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130864](https://linksys.happyfox.com/staff/ticket/130864/) | 2026-05-26 13:32:38+00:00 | 1.40 | INBOUND | EA7300 | ACCESS | ⏳ Pending | | [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 17:01:42+00:00 | 1.30 | INBOUND | RE6300 | ACCESS | ⏳ Pending | | [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 17:06:28+00:00 | 3.00 | INBOUND | RE6300 | ACCESS | ⏳ Pending | | [#LTS00131011](https://linksys.happyfox.com/staff/ticket/131011/) | 2026-05-27 10:01:14+00:00 | 2.80 | INBOUND | SPNM60TB | ACCESS | ⏳ Pending | | [#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/) | 2026-05-27 10:53:48+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | ✓ Resolved | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 12:00:51+00:00 | 1.40 | INBOUND | LN11011202 | SETUP | ↑ Escalated | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 13:58:52+00:00 | 2.00 | INBOUND | LN11011202 | SETUP | ↑ Escalated | | [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 14:01:28+00:00 | 1.80 | INBOUND | MR20EC | SETUP | ⏳ Pending | | [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 14:06:08+00:00 | 1.80 | INBOUND | MR20EC | SETUP | ⏳ Pending | | [#LTS00131048](https://linksys.happyfox.com/staff/ticket/131048/) | 2026-05-27 15:08:24+00:00 | 1.80 | INBOUND | EA6500 | ACCESS | ⏳ Pending | | [#LTS00061736](https://linksys.happyfox.com/staff/ticket/61736/) | 2026-05-28 01:37:11+00:00 | 1.10 | INBOUND | SPNMX56CF | CONNECTIVITY | ⏳ Pending | | [#LTS00131192](https://linksys.happyfox.com/staff/ticket/131192/) | 2026-05-28 09:03:17+00:00 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | ⏳ Pending | | [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/) | 2026-05-28 09:55:21+00:00 | 4.50 | INBOUND | SPNMX42GC | ACCESS | ✓ Resolved | | [#LTS00131199](https://linksys.happyfox.com/staff/ticket/131199/) | 2026-05-28 10:35:02+00:00 | 3.00 | INBOUND | SPNMX42GC | ACCESS | ↻ Callback set | | [#LTS00131201](https://linksys.happyfox.com/staff/ticket/131201/) | 2026-05-28 11:55:23+00:00 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | ⏳ Pending | | [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 12:46:08+00:00 | 1.50 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 13:34:25+00:00 | 1.40 | OUTBOUND | MX2000 | SETUP | ↻ Callback set | --- **Note**: This report is self-help first: the main body should read like a practical guide the agent can use to improve next week. Keep the coaching voice supportive, concrete, and action-oriented. After the main report, include a short, clearly labeled coach appendix for internal context and technical notes.