vennemir.calvin@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 |
|---|---|---|---|---|---|
| 34 | 13m 4s | MX6200 | CONNECTIVITY | 34 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.70 | 34 |
| Protocol | 1.90 | 34 |
| Communication | 2.20 | 34 |
| Overall | 2.30 | 34 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 11 | 24m 4s | 2.49 | 2.82 | 1.91 | 2.27 | Outlier: 1.9x weekly median handle time |
| MBE | 2 | 23m 42s | 3.15 | 4.00 | 2.00 | 2.50 | Outlier: 1.9x weekly median handle time |
| SPN | 3 | 17m 16s | 2.10 | 2.67 | 2.00 | 2.33 | |
| WHW | 7 | 14m 50s | 2.20 | 2.57 | 1.71 | 2.00 | |
| EA | 3 | 12m 38s | 1.83 | 1.33 | 1.33 | 1.67 | |
| MR | 4 | 11m 24s | 2.15 | 1.75 | 1.50 | 1.75 | |
| RE | 3 | 10m 33s | 2.07 | 2.00 | 1.33 | 1.67 | |
| E | 3 | 6m 25s | 3.27 | 4.00 | 1.67 | 2.67 | |
| LN | 1 | 6m 19s | 1.50 | 4.00 | 1.00 | 2.00 |
Key Observations
- MX is the slowest family at 24m 4s; outlier: 1.9x weekly median handle time.
- MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 18 | 13m 50s | 2.10 | 2.80 | 1.80 | 2.10 | ✓ |
| SETUP | 10 | 12m 28s | 2.20 | 2.50 | 1.80 | 2.20 | ✓ |
| ACCESS | 4 | 17m 21s | 2.40 | 3.00 | 2.00 | 2.50 | ✓ |
| CONFIGURATION | 1 | 4m 0s | 1.20 | 1.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.32 vs. last week.
- Accuracy moved up 0.42 vs. last week.
- Protocol moved up 0.23 vs. last week.
- Average handle time moved up by 4m 56s.
- Family swing: SPN handle time moved up by 10m 19s vs. last week.
- Family swing: MBE handle time moved up by 9m 44s vs. last week.
- Family swing: EA handle time moved up by 6m 01s vs. last week.
What Went Well
Strength 1: Accurate Product Identification
"What's the model of your Linksys router? Go ahead."
— #LTS00077800 (MX6200 identification)
Consistent model confirmation prevents misdirected guidance.
Strength 2: Effective Troubleshooting Guidance
"Try putting them back to the same floor because flashing red indicates they can't detect the main one."
— #LTS00094375 (MBE7000 mesh recovery)
Clear, step-by-step instructions restored connectivity in mesh systems.
Strength 3: Polite Call Control
"I do apologize, that's the serial number. Do you have a ticket number that was provided to you?"
— #LTS00131065
Professional tone maintained even during complex setup discussions.
Growth Opportunities
Opportunity 1: Eliminate Incorrect Technical Guidance
"The only time that the router indicates that it's not working, if it's showing you either a flashing or solid red light."
— #LTS00131222 (misinterpreted MX6200 LED)
Next Step: Reference KB for LED definitions; confirm WAN status before declaring failures.
Opportunity 2: Strengthen Protocol Adherence
"All right, thank you so much for patiently waiting, Miss Gina, and I do apologize..."
— #LTS00101153 (payment collected before diagnostics)
Next Step: Collect model/serial before any paid-support discussion; document every step.
Next Week's Focus
- Model/Serial First: Ask for model and serial in the first 30 seconds of every call.
- LED & WAN Check: Verify WAN LED and run
ipconfig/ifconfigearly in connectivity calls. - KB Validation: Cross-check URLs, reset durations, and app names against KB before advising.
- Empathy + Clarity: Pair technical steps with brief acknowledgments (e.g., "I understand this is frustrating...").
Technical Accuracy
Improvement
Provided incorrect URL (support.com vs. support.linksys.com) for EA7300 troubleshooting, risking customer safety and accuracy.
Improvement
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Improvement
Shared a fabricated support URL (martmartwifif.com) for RE7000 setup, constituting a severe accuracy error.
Improvement
Advised a 20-second factory reset for WHW03 despite KB specifying 10 seconds, risking misconfiguration.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00122939 — Resolved by Level 2
- What L1 saw: Customer upgraded Comcast modem; Linksys mesh (WHW01) lost internet.
- Why it escalated: L1 failed to confirm modem connectivity or collect model/serial; issued paid support without clear consent.
- What L2 did: Verified modem->router cabling, performed Ethernet test directly to modem, and guided customer through ISP MAC registration.
- Current state: Resolved after ISP confirmed internet delivery.
- L1 learning points:
1. Test modem connectivity with a direct Ethernet connection before resetting router.
2. Confirm model/serial before any paid session.
3. Use ISP-provided case number for follow-up.
#TE00092429 — Resolved by Level 2
- What L1 saw: Customer couldn’t verify Linksys account due to expired email link.
- Why it escalated: L1 lacked internal tools to bypass verification and forced customer to re-submit screenshots.
- What L2 did: Used internal account tools to manually verify identity, reset verification email, and provided a new link.
- Current state: Account verified; customer completed MX8500 setup.
- L1 learning points:
1. Use internal account tools for verification bypass when links expire.
2. Guide customers to myrouter.local for local admin access if cloud login fails.
3. Document verification steps in HappyFox for future reference.
Coach Appendix
High-level trend: Frontline-heavy week with MX/MBE families driving prolonged handle times and lower scores. Key gaps include inconsistent model/serial collection, incorrect technical guidance (URLs, reset methods), and protocol lapses around warranty verification and case documentation. Prioritize standardizing upfront data gathering and KB validation to reduce rework and improve closure rates.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130705 | 2026-05-25 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Abandoned: Incorrect URL provided |
| #TE00122939 | 2026-05-25 | 2.4 | INBOUND | WHW01 | CONNECTIVITY | Pending: Modem test required |
| #LTS00057293 | 2026-05-25 | 3.0 | INBOUND | WHW01 | SETUP | Closed: Referred to TP-Link |
| #LTS00130230 | 2026-05-25 | 1.5 | INBOUND | SPNMX55 | CONNECTIVITY | Abandoned: No Linksys device |
| [#LTS00130857](https://linksys.happyfox.com/staff