# riojene.ladera@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 | | --- | --- | --- | --- | --- | --- | | 29 | 17m 36s | MX6200 | CONNECTIVITY | 29 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 29 | | Protocol | 1.70 | 29 | | Communication | 2.10 | 29 | | Overall | 2.30 | 29 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 11 | 22m 55s | 2.63 | 2.64 | 1.73 | 2.27 | | | E | 6 | 21m 7s | 2.00 | 1.50 | 1.67 | 2.00 | | | WHW | 5 | 20m 44s | 1.95 | 3.75 | 1.50 | 1.50 | | | MR | 4 | 13m 15s | 1.73 | 1.75 | 1.75 | 2.00 | | | EA | 3 | 11m 25s | 2.03 | 1.00 | 1.67 | 2.00 | | | WRT | 2 | 6m 10s | 2.40 | 3.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 22m 55s. - E is one of the slowest families at 21m 7s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 18m 25s | 2.10 | 2.20 | 1.60 | 2.00 | ✓ | | SETUP | 8 | 18m 54s | 2.20 | 2.40 | 1.80 | 2.10 | | | ACCESS | 4 | 17m 29s | 2.00 | 2.00 | 1.80 | 2.00 | ✓ | | CONFIGURATION | 3 | 17m 10s | 2.00 | 2.00 | 1.70 | 2.00 | ✓ | | HARDWARE | 1 | 45m 0s | 3.00 | 2.00 | 1.00 | 2.00 | | ## Week-over-Week Movement - Overall moved up 0.29 vs. last week. - Protocol moved up 0.38 vs. last week. - Average handle time moved up by 8m 08s. - Family swing: E handle time moved up by 13m 51s vs. last week. - Family swing: WHW handle time moved up by 9m 55s vs. last week. - Family swing: MX handle time moved up by 6m 55s vs. last week. ## What Went Well 1. **Accurate model identification and case documentation** > *"Okay, the model number is MX6200. Serial number is 8W10M2AD03654. ISP is Spectrum."* [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) The agent consistently collected critical device details (model, serial, ISP) and created proper case records, enabling accurate follow-up and escalation. 2. **Successful mesh node pairing** > *"Press and hold the reset button for 15 seconds, then perform five quick presses on the parent node. The child node should light solid white."* [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) Demonstrated proficiency with the 5-press pairing method on MX6200/WHW03 nodes, achieving successful mesh reintegration in multiple cases. --- ## Growth Opportunities 1. **Eliminate factually incorrect technical claims** > *"The EA7500 supports Wi-Fi 7 – it’s our latest standard."* [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) *What good looks like:* Verify product specifications before stating capabilities. Reference KB articles or internal resources to confirm Wi-Fi generations, WAN port speeds, and firmware compatibility. Always cross-check claims against official documentation. 2. **Perform basic troubleshooting before escalating or offering self-help** > *"I’m sorry, but without a paid session I can’t assist further. Here’s an email with generic steps."* [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) *What good looks like:* Run standard diagnostics (WAN status check, LED interpretation, power cycle, modem isolation) for connectivity/setup issues. Document findings and only escalate when troubleshooting boundaries are exceeded or when hardware faults are suspected. --- ## Next Week's Focus - **Validate product specs before engagement:** Confirm Wi-Fi generations, WAN speeds, and firmware support using internal KB before discussing capabilities with customers. - **Master basic troubleshooting flows:** Memorize and apply the universal mesh rebuild guide (reset → pair → verify) for MX/WHW/LN series. Practice LED state interpretation for rapid issue isolation. - **Document before you delegate:** Capture WAN status, LED states, and topology details in every call. Use these to decide whether to troubleshoot further, offer self-help, or escalate. - **Refine escalation handoffs:** When escalating, summarize L1 actions taken, observed symptoms, and customer expectations. Ensure L2 has clear context to avoid repeat contacts. --- ## Technical Accuracy ### **Improvement** Provided contradictory warranty information for EA7500 router, leading to customer confusion. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) ### **Improvement** Incorrectly claimed EA7500 supports Wi-Fi 7, which is factually false. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) ### **Improvement** Incorrectly stated MX5500 has a 2.5G WAN port, contradicting KB documentation. [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) ### **Improvement** Recommended non-existent product MX6222, which does not exist in KB. [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) ### **Improvement** Incorrectly claimed internet is required to access local web interface at `192.168.1.1`, contradicting basic networking principles. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) ### **Improvement** Incorrectly stated MR6350 is an 'oldest router' with no updated firmware, which is false and misleading. [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) ### **Improvement** Provided incorrect reset duration (20 seconds) for EA9500, exceeding KB guidance. [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) ### **Improvement** Incorrectly denied paid support for EA9500 despite customer willingness, violating policy. [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) ### **Improvement** Incorrectly claimed E2500 cannot receive firmware updates, contradicting KB. [#LTS00131423](https://linksys.happyfox.com/staff/ticket/131423/) ### **Improvement** Incorrectly claimed Linksys app is no longer available for setup, contradicting KB. [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) ### **Improvement** Incorrectly instructed 5-press pairing on MX6200, which is not supported per KB. [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) ### **Improvement** Incorrectly claimed Linksys app is no longer usable, contradicting KB. [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw:** Customer reported no internet; all WHW01 mesh nodes showed solid red LEDs. L1 performed basic resets but couldn’t confirm WAN status or isolate the issue. - **Why it escalated:** L1 skipped critical diagnostics (modem/WAN check, LED verification) and offered only generic email steps without resolution confirmation. - **Related call chain:** This was a repeat contact – the customer had previously closed a case (#LTS00130941) with vague next steps, forcing L2 to restart troubleshooting. - **What L2 did:** Verified hardware health, confirmed WAN connectivity, and guided the customer through a full mesh rebuild (reset → 5-press pairing). Validated solid white LEDs and internet restoration. - **Current state:** Resolved – customer confirmed internet restoration after L2-guided troubleshooting. - **L1 learning points:** 1. Always check WAN/modem status before node-level resets. 2. Use LED states to triage: solid red = no internet; solid white = connected. 3. For WHW01, the 5-press pairing method is valid – document and guide customers through it explicitly. 4. Never close a case without confirming resolution or setting a clear follow-up. ### [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) — Pending with Level 2 - **What L1 saw:** MX6200 parent node LED pulsed blue (indicating boot loop). L1 performed resets and an unsupported 5-press sequence without verifying WAN or collecting serial/warranty data. - **Why it escalated:** L1’s actions violated protocol (no WAN check, incorrect reset duration, unsupported troubleshooting) and failed to progress the case. - **Related call chain:** This was a multi-contact case – L1’s initial handling led to an incorrect closure, requiring L2 to restart diagnostics. - **What L2 did:** Initiated hardware diagnostics, ordered a potential RMA, and coordinated a pro-rated refund for the defective MX6201 node. Documented case for returns processing. - **Current state:** Pending – awaiting customer return and refund processing. - **L1 learning points:** 1. For MX6200 boot loops, verify WAN connectivity first – a pulsing blue LED often indicates WAN failure. 2. Use the correct 15-second reset duration (not 20 seconds) per KB. 3. The 5-press method is **not** a valid recovery step for MX6200 – it’s only for pairing. 4. Always collect serial numbers and warranty status early to determine support eligibility. --- ## Coach Appendix *This week’s highest-signal trend: Frequent protocol breaches in connectivity and setup cases, often due to skipped basic diagnostics (WAN checks, LED interpretation) and reliance on unsupported troubleshooting methods. MX and E families are handle-time outliers – focus on efficient triage and accurate model-specific guidance to reduce time and improve resolution rates. Prioritize collecting serial numbers and verifying warranty status before deep troubleshooting to avoid mismatched expectations.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) | 2026-05-26 15:39:10 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Closed with self-help | | [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) | 2026-05-26 17:52:23 | 3.00 | INBOUND | MR6350 | CONFIGURATION | Closed with self-help | | [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) | 2026-05-26 18:12:19 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-26 19:46:12 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | Abandoned or vague | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-26 20:08:33 | 3.00 | INBOUND | MX6200 | HARDWARE | Escalated correctly | | [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) | 2026-05-27 15:16:27 | 2.20 | INBOUND | E5400 | ACCESS | Closed with self-help | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 16:53:10 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | Abandoned or vague | | [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) | 2026-05-27 17:14:09 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | Pending resolution | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 17:59:39 | 3.00 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 18:03:13 | 3.00 | OUTBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 18:37:46 | 1.80 | INBOUND | EA6900 | CONNECTIVITY | Abandoned or vague | | [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 20:07:53 | 1.30 | INBOUND | EA9500 | ACCESS | Abandoned or vague | | [#LTS00131101](https://linksys.happyfox.com/staff/ticket/131101/) | 2026-05-27 21:08:34 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131234](https://linksys.happyfox.com/staff/ticket/131234/) | 2026-05-28 14:32:11 | — | INBOUND | WHW03 | SETUP | — | | [#LTS00131261](https://linksys.happyfox.com/staff/ticket/131261/) | 2026-05-28 16:47:36 | 3.00 | INBOUND | E8450 | SETUP | Customer declined path | | [#LTS00131276](https://linksys.happyfox.com/staff/ticket/131276/) | 2026-05-28 17:42:16 | 1.50 | INBOUND | WHW03 | CONFIGURATION | Abandoned or vague | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 18:05:59 | 1.20 | INBOUND | MR7350 | SETUP | Abandoned or vague | | [#LTS00131296](https://linksys.happyfox.com/staff/ticket/131296/) | 2026-05-28 19:15:16 | 3.00 | INBOUND | WRT3200ACM | ACCESS | Closed with self-help | | [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) | 2026-05-28 22:50:29 | 3.30 | INBOUND | MX2000 | CONFIGURATION | Closed with self-help | | [#LTS00131423](https://linksys.happyfox.com/staff/ticket/131423/) | 2026-05-29 16:02:46 | 1.30 | INBOUND | E2500 | CONNECTIVITY | Abandoned or vague | | [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) | 2026-05-29 16:32:05 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help | | [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) | 2026-05-29 19:03:09 | 1.20 | INBOUND | E8450 | SETUP | Abandoned or vague | | [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) | 2026-05-29 20:23:16 | 3.00 | INBOUND | MX4200 | SETUP | Closed with self-help | | [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) | 2026-05-29 20:40:46 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | Closed with self-help | | [#GI00131498](https://linksys.happyfox.com/staff/ticket/131498/) | 2026-05-29 20:43:34 | 1.30 | INBOUND | MRML191 | CONFIGURATION | Pending resolution | | [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) | 2026-05-28 20:43:34 | 1.40 | INBOUND | MX6200 | SETUP | Callback or followup set | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-28 21:10:18 | 1