# rubierosa.levi@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 | | --- | --- | --- | --- | --- | --- | | 7 | 26m 53s | MX2000 | ACCESS | 7 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.57 | 7 | | Protocol | 1.71 | 7 | | Communication | 2.43 | 7 | | Overall | 1.86 | 7 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time | | MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 | | | MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 | | | WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 | | **Key Observations** - SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time. - MBE is one of the slowest families at 37m 30s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 3 | 34m 18s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ | | SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ | | CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 | | | HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Accuracy moved down 0.55 vs. last week. - Protocol moved up 0.21 vs. last week. - Communication moved up 0.43 vs. last week. - Average handle time moved up by 12m 42s. - Family swing: SPN handle time moved up by 22m 01s vs. last week. - Family swing: MX handle time moved up by 8m 40s vs. last week. ## What Went Well > **Professional communication tone** > Maintained clear, respectful dialogue even during complex troubleshooting (e.g., call [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)). > **Patient problem framing** > Acknowledged customer frustration and validated concerns before proceeding with solutions, building trust during extended sessions (e.g., call [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)). > **Effective self-help pathways** > Provided actionable next steps and resources for customers to continue independently when appropriate, reducing unnecessary hold time (e.g., call [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/)). --- ## Growth Opportunities ### 1. Technical Accuracy & Protocol Adherence **Current Gap**: Multiple instances of factually incorrect instructions (e.g., wiring topology, default credentials, error explanations). **Next Step**: - **Verify KB before instructing** – Cross-check every technical step against the latest product-specific documentation. - **Use model-specific troubleshooting flows** – Avoid generic guidance; reference the exact product’s troubleshooting tree. > **Example from call [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)** > > *Agent instructed MX2000 WAN-to-LAN wiring (double-NAT) instead of WAN-to-modem/ONT connection.* ### 2. Case Documentation & Follow-Up **Current Gap**: Incomplete case closure and missing escalation triggers in several files. **Next Step**: - **Document serial numbers and warranty status** for every hardware-related case. - **Set explicit follow-up tasks** (e.g., callback timestamps, log collection deadlines) before ending calls. > **Example from call [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)** > > *No serial number collected; customer requested log review but no escalation path documented.* --- ## Next Week's Focus 1. **Pre-call preparation** – Review product-specific KB articles for top problem categories (ACCESS, SETUP) before handling calls. 2. **Serial number protocol** – Add “serial number collection” as a mandatory first step for all hardware-related cases. 3. **Error code verification** – When customers report errors (e.g., “2123”), confirm against KB definitions before offering explanations. 4. **Escalation readiness** – For unresolved ACCESS/SETUP cases, prepare L2 handoff notes with: symptom timeline, steps tried, and customer-reported workarounds. --- ## Technical Accuracy ### **Improvement** > Agent provided incorrect wiring topology for MX2000 (WAN to LAN instead of WAN to modem/ONT), leading to double-NAT configuration ([#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)). > *Focus on model-specific ISP compatibility guidelines and avoid assumptions about network topology.* ### **Improvement** > Agent provided incorrect default router password (‘admin’) for MBE7000; correct default is same as Wi‑Fi password, username is ‘root’ ([#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/)). > *Review OpenWRT-based device defaults and avoid generic password assumptions.* ### **Improvement** > Agent provided fabricated technical explanation for error 2123, claiming it was due to a ‘merchant file’ with ‘invalid syntax’ and ‘wrong code’ ([#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)). > *Reference KB definitions for error codes; avoid speculative explanations.* ### **Improvement** > Agent failed to address explicit connectivity issue (child node not connecting to parent) and incorrectly validated setup as ‘good’ ([#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)). > *Acknowledge reported symptoms directly; validate mesh topology via LED states and pairing status.* --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) — Resolved by Level 2 - **What L1 saw**: Customer couldn’t log into Linksys app due to “incorrect password” error on SPNM62CF. - **Why it escalated**: L1 provided incorrect admin URLs, reset procedures, and CMD instructions for SPNM series. - **What L2 did**: - Verified correct admin URL (`http://myrouter.info` for SPNM). - Guided through proper 10‑second hard reset (not 20‑second). - Confirmed warranty status and initiated replacement process. - **L1 learning points**: 1. Use model-specific admin URLs from KB (SPNM requires `http://myrouter.info`). 2. Apply correct reset duration (10 seconds for SPNM). 3. Collect serial number and warranty info early to enable swift escalation. ### [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) — Resolved by Level 2 - **What L1 saw**: MX6200 showing error 2123 in app, zero devices listed. - **Why it escalated**: L1 provided false explanation (“merchant file” issue) and no valid troubleshooting path. - **What L2 did**: - Requested sysinfo logs to diagnose cloud service discontinuity. - Explained that MX6200 mesh nodes require cloud service re-registration after error 2123. - Guided customer through node re-pairing and cloud service re-enrollment. - **L1 learning points**: 1. For error 2123, request sysinfo logs and avoid speculative explanations. 2. MX6200 requires cloud service re-registration; guide through re-pairing if logs indicate cloud disconnect. 3. Collect logs early to accelerate L2 diagnosis. --- ## Coach Appendix *Highest-signal trend*: Persistent technical inaccuracies in ACCESS/SETUP cases (SPN, MX, MBE families) correlate with prolonged handle times and low accuracy scores. Prioritize model-specific KB validation and serial/warranty collection to reduce rework and improve closure rates. Review SPN/MX MBE troubleshooting flows before next week’s shift.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/) | 2026-05-25 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. | | [#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/) | 2026-05-25 | 1.8 | INBOUND | MBE7000 | ACCESS | Agent promised to email an OpenWRT article; no technical resolution achieved. | | [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) | 2026-05-26 | 1.2 | INBOUND | SPNMX42 | ACCESS | No resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. | | [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 | 1.4 | INBOUND | MX6200 | ACCESS | None – agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. | | [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/) | 2026-05-27 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. | | [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/) | 2026-05-27 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Advised customer to contact Community Fiber ISP support; provided two hotline numbers. | | [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |