# regin.magnetico@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 | | --- | --- | --- | --- | --- | --- | | 44 | 17m 27s | WHW03 | SETUP | 44 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.70 | 44 | | Protocol | 1.90 | 44 | | Communication | 2.20 | 44 | | Overall | 2.50 | 44 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 2 | 69m 30s | 1.65 | 1.50 | 1.50 | 2.00 | Outlier: 4.0x weekly median handle time | | WHW | 13 | 30m 10s | 2.29 | 2.23 | 1.62 | 2.15 | Outlier: 1.7x weekly median handle time | | OTHER | 6 | 22m 36s | 2.45 | 3.50 | 1.50 | 1.50 | | | LN | 1 | 19m 24s | 3.70 | 5.00 | 2.00 | 2.00 | | | MX | 12 | 17m 39s | 2.31 | 2.75 | 1.92 | 2.25 | | | SPN | 2 | 16m 56s | 2.90 | 3.00 | 2.00 | 2.50 | | | EA | 3 | 14m 26s | 2.50 | 1.67 | 2.00 | 2.33 | | | MR | 6 | 14m 18s | 2.23 | 2.67 | 1.33 | 2.00 | | | MBE | 2 | 8m 52s | 3.10 | 3.50 | 2.00 | 3.50 | | | E | 5 | 7m 11s | 1.98 | 2.40 | 1.60 | 2.00 | | **Key Observations** - RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time. - WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 15 | 20m 26s | 2.30 | 2.70 | 1.90 | 2.30 | | | CONNECTIVITY | 12 | 22m 11s | 2.30 | 2.30 | 1.80 | 2.20 | | | ACCESS | 6 | 22m 16s | 2.20 | 2.70 | 1.70 | 2.20 | | | NO TROUBLESHOOTING NEEDED | 3 | 12m 40s | 2.50 | 3.30 | 1.70 | 2.30 | | | HARDWARE | 1 | 6m 19s | 3.90 | 5.00 | 3.00 | 3.00 | | | CONFIGURATION | 1 | 6m 3s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Average handle time moved up by 1m 55s. - Family swing: RE handle time moved up by 46m 19s vs. last week. - Family swing: SPN handle time moved down by 24m 32s vs. last week. - Family swing: OTHER handle time moved up by 11m 28s vs. last week. ## What Went Well - **Accurate model identification:** > "Okay, so the model number of your Linksys device are both WHW03." [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) - **Professional communication:** > "Hi, thank you for calling Linksys. This is Joy. How can I help you today?" [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) --- ## Growth Opportunities - **Incorrect technical guidance:** > "solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. This is directly contradicted by the KB and constitutes a critical technical error." [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) - **Protocol violations:** > "Failed to perform any troubleshooting for a post-factory-reset Wi-Fi connectivity issue (KB guidance available in universal_mesh_full_rebuild.md and adjacent_smartphone_wifi.md)." [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) --- ## Next Week's Focus 1. **Review KB articles** for reset durations, LED interpretations, and troubleshooting sequences—ensure alignment with current guidance. 2. **Practice structured troubleshooting** for mesh connectivity issues—document each step and verify outcomes before proceeding. 3. **Enhance protocol compliance** by confirming warranty status, collecting serial numbers, and creating HappyFox cases for all interactions. 4. **Improve communication** during extended holds—provide regular updates and set clear expectations. --- ## Technical Accuracy **Improvement** > "Incorrectly stated that E5400 cannot work as a wireless extender with a non-Linksys router; contradicts KB (`ea_series_router_setup.md`)." [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) **Improvement** > "Provided factually incorrect technical advice: E5400 **can** be configured in Access Point or Bridge mode with third-party routers (KB: `ea_series_router_setup.md`)." [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) **Improvement** > "Material accuracy violation: Incorrectly stated that solid purple LED means the router is not providing internet on Hydra Pro 6E." [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) **Improvement** > "Used invalid 5-press reset method for MR9000 Velop at [12:00]; correct procedure is 10-second reset (KB contradiction)." [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) **Improvement** > "Provided incorrect LED behavior for WHW03 after factory reset: stated solid red indicates reset complete, when KB specifies solid purple." [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) --- ## 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 - **Weekly Trend:** High handle times in RE and WHW families correlate with lower accuracy and protocol scores—focus on deepening troubleshooting and documentation for these products. - **Recurring Pattern:** Misinterpretation of LED states and incorrect reset procedures—review KB articles and practice these steps in simulated environments. - **Evidence:** Quotes and notes above reflect agent performance and areas for improvement. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 13:05:51+00:00 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Pending resolution | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 14:04:23+00:00 | 3.00 | INBOUND | WHW03 | ACCESS | Closed with self-help | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 14:46:39+00:00 | 1.30 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 15:54:41+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 19:38:11+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Closed with self-help | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 20:09:57+00:00 | 3.90 | INBOUND | WHW03 | HARDWARE | Closed with self-help | | [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) | 2026-05-26 12:40:12+00:00 | 3.00 | INBOUND | LAPAC170C | ACCESS | Pending resolution | | [#LTS00130860](https://linksys.happyfox.com/staff/ticket/130860/) | 2026-05-26 13:27:07+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130875](https://linksys.happyfox.com/staff/ticket/130875/) | 2026-05-26 14:58:06+00:00 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Abandoned or vague | | [#LTS00130878](https://linksys.happyfox.com/staff/ticket/130878/) | 2026-05-26 15:06:36+00:00 | 3.00 | INBOUND | SPNMX56CF | SETUP | Closed with self-help | | [#LTS00130894](https://linksys.happyfox.com/staff/ticket/130894/) | 2026-05-26 15:56:13+00:00 | 1.40 | INBOUND | RE6300 | SETUP | Incorrectly closed | | [#LTS00130923](https://linksys.happyfox.com/staff/ticket/130923/) | 2026-05-26 18:27:40+00:00 | 1.20 | INBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00130927](https://linksys.happyfox.com/staff/ticket/130927/) | 2026-05-26 18:42:53+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00130931](https://linksys.happyfox.com/staff/ticket/130931/) | 2026-05-26 18:54:20+00:00 | 1.50 | INBOUND | MX4301 | SETUP | Abandoned or vague | | [#LTS00130938](https://linksys.happyfox.com/staff/ticket/130938/) | 2026-05-26 19:27:15+00:00 | 1.10 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) | 2026-05-26 19:51:17+00:00 | 3.00 | INBOUND | MX55EC3 | CONNECTIVITY | Closed with self-help | | [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) | 2026-05-26 20:35:25+00:00 | 3.70 | INBOUND | LN3101 | CONNECTIVITY | Closed with self-help | | [#LTS00131025](https://linksys.happyfox.com/staff/ticket/131025/) | 2026-05-27 12:51:07+00:00 | 1.90 | INBOUND | RE6300 | SETUP | Abandoned or vague | | [#LTS00131032](https://linksys.happyfox.com/staff/ticket/131032/) | 2026-05-27 13:32:00+00:00 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | Customer declined path | | [#LTS00131037](https://linksys.happyfox.com/staff/ticket/131037/) | 2026-05-27 14:04:53+00:00 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026-05-27 15:04:33+00:00 | 1.10 | INBOUND | MR7500 | SETUP | Abandoned or vague | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-27 15:49:41+00:00 | 1.10 | INBOUND | MX6200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131060](https://linksys.happyfox.com/staff/ticket/131060/) | 2026-05-27 17:23:17+00:00 | 1.80 | INBOUND | WHW01 | SETUP | Incorrectly closed | | [#GI00131077](https://linksys.happyfox.com/staff/ticket/131077/) | 2026-05-27 18:58:25+00:00 | 1.50 | INBOUND | HT-6766BE | SETUP | Abandoned or vague | | [#LTS00131085](https://linksys.happyfox.com/staff/ticket/131085/) | 2026-05-27 19:26:06+00:00 | 1.80 | INBOUND | MR9600 | ACCESS | Abandoned or vague | | [#LTS00131092](https://linksys.happyfox.com/staff/ticket/131092/) | 2026-05-27 20:29:29+00:00 | 3.10 | INBOUND | MX5300 | SETUP | Closed with self-help | | [#LTS00131205](https://linksys.happyfox.com/staff/ticket/131205/) | 2026-05-28 12:21:18+00:00 | 3.10 | INBOUND | E900 | CONNECTIVITY | Closed with self-help | | [#LTS00131207](https://linksys.happyfox.com/staff/ticket/131207/) | 2026-05-28 12:26:04+00:00 | 2.80 | INBOUND | EA7200 | ACCESS | Closed correctly | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 13:09:38+00:00 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Incorrectly closed | | [#LTS00130652](https://linksys.happyfox.com/staff/ticket/130652/) | 2026-05-28 15:47:35+00:00 | 2.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) | 2026-05-28 16:02:48+00:00 | 1.40 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131268](https://linksys.happyfox.com/staff/ticket/131268/) | 2026-05-28 16:59:46+00:00 | 3.00 | INBOUND | LAPAC1200C | ACCESS | Abandoned or vague | | [#LTS00131275](https://linksys.happyfox.com/staff/ticket/131275/) | 2026-05-28 17:44:55+00:00 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | Pending resolution | | [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) | 2026-05-28 18:59:41+00:00 | 1.70 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) | 2026-05-29 12:20:47+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) | 2026-05-29 12:48:20+00:00 | 3.00 | INBOUND | MR9000 | SETUP | Closed with self-help | | [#LTS00131396](https://linksys.happyfox.com/staff/ticket/131396/) | 2026-05-29 13:31:31+00:00 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 13:54:26+00:00 | 2.10 | INBOUND | MBE7000 | SETUP | Pending resolution | | [#LTS00131388](https://linksys.happyfox.com/staff/ticket/131388/) | 2026-05-29 14:07:13+00:00 | 4.10 | INBOUND | MX2000 | SETUP | Closed correctly | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 14:32:27+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 15:29:05+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) | 2026-05-29 17:21:05+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Incorrectly closed | | [#LTS00131455](https://linksys.happyfox.com/staff/ticket/131455/) | 2026-05-29 17:52:39+00:00 | 2.70 | INBOUND | MX2000 | ACCESS | Abandoned or vague | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-05-29 20:02:51+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Pending resolution | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 20:49:04+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Pending resolution | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:00:06+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | Not fixed | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:57:53+00:00 | 1.30 | OUTBOUND | WHW03 | SETUP | Incorrectly closed |