# paulo.real@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 | | --- | --- | --- | --- | --- | --- | | 13 | 30m 9s | MX2000 | CONNECTIVITY | 13 | 7 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.46 | 13 | | Protocol | 1.62 | 13 | | Communication | 2.08 | 13 | | Overall | 2.08 | 13 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 5 | 43m 3s | 1.86 | 2.00 | 1.40 | 2.20 | Outlier: 1.5x weekly median handle time | | EA | 3 | 41m 59s | 2.07 | 2.00 | 1.67 | 2.00 | Outlier: 1.5x weekly median handle time | | E | 1 | 36m 56s | 3.20 | 4.00 | 2.00 | 2.00 | | | OTHER | 1 | 18m 38s | 3.60 | 5.00 | 2.00 | 3.00 | | | MR | 3 | 13m 15s | 2.33 | 3.33 | 2.00 | 2.00 | | | WHW | 1 | 8m 11s | 1.30 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 43m 3s; outlier: 1.5x weekly median handle time. - EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 34m 0s | 1.90 | 2.20 | 1.60 | 2.00 | ✓ | | ACCESS | 2 | 13m 26s | 2.10 | 3.00 | 1.50 | 1.50 | | | SETUP | 2 | 27m 47s | 2.35 | 3.00 | 2.00 | 2.00 | | | NO TROUBLESHOOTING NEEDED | 2 | 22m 53s | 2.65 | 3.00 | 1.50 | 3.00 | | | HARDWARE | 1 | 23m 9s | 1.20 | 1.00 | 2.00 | 2.00 | ✓ | ## Week-over-Week Movement - Overall moved down 0.33 vs. last week. - Accuracy moved down 0.60 vs. last week. - Average handle time moved up by 7m 08s. - Family swing: WHW handle time moved down by 5m 20s vs. last week. ## What Went Well ### Correct Technical Guidance for Router Setup > **Accurate and effective guidance for router setup and internet verification.** > "[#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/)" ### Accurate Identification of Discontinued Remote Access Feature > **Provided correct, up-to-date information about the removal of the Smart Wi‑Fi cloud service.** > "[#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)" --- ## Growth Opportunities ### Incorrect Troubleshooting Guidance for Mesh Node Pairing > **Used the 5‑press pairing method, which is not appropriate for MX2000 Velop devices (should use Pair button or admin UI).** > **Next step:** Confirm device-specific pairing procedures before instructing customers. Validate LED states and topology after resets. > "[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)" ### Failure to Perform Basic Troubleshooting for Connectivity Issues > **No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) before offering paid support.** > **Next step:** Always verify WAN/internet status, perform LED checks, and run speed tests before escalating or offering paid options. > "[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)" --- ## Next Week's Focus 1. **Validate WAN status** on every connectivity call before proceeding with device troubleshooting 2. **Use device-specific reset procedures** (e.g., Pair button for MX2000 instead of 5‑press) 3. **Confirm email delivery** for KB articles and avoid name mismatches (e.g., “Liza” vs “Lisa”) 4. **Reduce hold times** – provide status updates every 2–3 minutes during diagnostics --- ## Technical Accuracy ### **Improvement** > Incorrect pairing/reset method for MX2000 (used 5‑press instead of Pair button). > *[No transcript quote available]* > "[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)" ### **Improvement** > Failed to perform basic troubleshooting for hardware-related issue after power outage. > *[No transcript quote available]* > "[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)" ### **Improvement** > Incorrect reset duration instructed (1 minute instead of 10-15 seconds) — directly contradicts KB. > *[No transcript quote available]* > "[#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/)" ### **Strength** > Accurate and effective guidance for router setup and internet verification. > *[No transcript quote available]* > "[#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/)" --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) — Resolved by Level 2 - **What L1 saw:** Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer reported solid white LEDs and wired backhaul. - **Why it escalated:** L1 provided incorrect guidance (channel-finder, app reinstall, router password for app login) and failed to verify WAN status or signal strength. - **What L2 did:** Performed deep mesh diagnostics, validated firmware, checked signal strength, and corrected initial misguidance. - **Current state:** Resolved. - **L1 learning points:** 1. Always verify WAN/internet status before troubleshooting Wi‑Fi issues 2. Use KB-accurate guidance for channel-finder (runs automatically) and app login (cloud account, not router password) 3. Confirm topology and LED states align with customer reports ### [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) — Resolved by Level 2 - **What L1 saw:** E5400 router not configured after ISP modem bridge; customer needed Wi‑Fi setup. - **Why it escalated:** L1 initiated unsupported remote session and omitted warranty/serial collection. - **What L2 did:** Guided physical wiring, Wi‑Fi configuration via admin UI, and speed-test verification. - **Current state:** Resolved. - **L1 learning points:** 1. Avoid unsupported remote sessions – use KB-guided local setup 2. Always collect serial number and verify warranty status 3. Provide router admin URL (http://[IP] or http://myrouter.local) during setup --- ## Coach Appendix *High-signal trend:* **MX/EA family cases** drive prolonged handle times and low scores due to inconsistent mesh troubleshooting. Prioritize protocol adherence for WAN checks, LED validation, and device-specific reset procedures. Review KB articles on MX2000 pairing and connectivity diagnostics before next week’s similar cases. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) | 2026-05-25 | 1.7 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | ↑ Escalated | | [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) | 2026-05-26 | 3.2 | INBOUND | E5400 | SETUP | ✓ Resolved | | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-05-26 | 2.6 | INBOUND | MR5500 | CONNECTIVITY | ⏳ Pending | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-26 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | ↑ Escalated | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-27 | 1.3 | OUTBOUND | WHW01 | CONNECTIVITY | ❌ Incorrectly closed | | [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) | 2026-05-28 | 1.8 | INBOUND | MX2000 | SETUP | 📧 Email sent | | [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) | 2026-05-28 | 1.2 | INBOUND | MR6350 | HARDWARE | ⚠ Closed incorrectly | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-28 | 3.2 | OUTBOUND | MR5500 | ACCESS | ✓ Resolved | | [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 | 1.0 | INBOUND | MX6200 | ACCESS | — | | [#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/) | 2026-05-30 | 3.6 | INBOUND | SE3005 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/) | 2026-05-30 | 1.8 | INBOUND | EA6100 | SETUP | 📧 Email sent | | [#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/) | 2026-05-30 | 1.4 | INBOUND | EA8300 | CONNECTIVITY | 📧 Email sent | | [#LTS00131531](https://linksys.happyfox.com/staff/ticket/131531/) | 2026-05-30 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved |