# deneive.luar@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 33 | 12m 33s | E1200 | CONNECTIVITY | 33 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.60 | 33 |
| Protocol | 1.90 | 33 |
| Communication | 2.10 | 33 |
| Overall | 2.30 | 33 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 6 | 29m 49s | 2.02 | 2.67 | 2.00 | 2.00 | Outlier: 2.0x weekly median handle time |
| MX | 6 | 26m 40s | 2.47 | 1.67 | 1.67 | 2.00 | Outlier: 1.8x weekly median handle time |
| SPN | 3 | 23m 6s | 2.47 | 1.67 | 2.00 | 2.33 | Outlier: 1.6x weekly median handle time |
| LN | 1 | 16m 19s | 1.80 | 1.00 | 2.00 | 2.00 |  |
| MR | 6 | 14m 38s | 2.42 | 2.00 | 1.67 | 2.00 |  |
| EA | 6 | 14m 18s | 2.37 | 2.17 | 1.83 | 2.17 |  |
| OTHER | 2 | 9m 48s | 1.80 | 5.00 | 2.00 | 2.50 |  |
| E | 7 | 8m 4s | 2.43 | 3.71 | 1.86 | 2.14 |  |
| MBE | 1 | 7m 1s | 1.80 | 5.00 | 2.00 | 2.00 |  |

**Key Observations**
- WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time.
- MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 16 | 13m 38s | 2.20 | 2.60 | 1.90 | 2.10 | ✓ |
| SETUP | 8 | 20m 59s | 2.30 | 2.60 | 1.80 | 2.30 | ✓ |
| ACCESS | 4 | 13m 4s | 2.10 | 2.00 | 2.00 | 2.25 | ✓ |
| GENERAL INQUIRY | 3 | 12m 12s | 2.13 | 1.33 | 2.00 | 2.33 | ✓ |
| NO TROUBLESHOOTING NEEDED | 3 | 9m 35s | 2.13 | 3.67 | 1.67 | 2.33 | ✓ |
| CONFIGURATION | 2 | 11m 8s | 2.80 | 1.50 | 2.50 | 2.50 |  |

## Week-over-Week Movement
- Accuracy moved up 0.55 vs. last week.
- Protocol moved up 0.16 vs. last week.
- Average handle time moved up by 2m 35s.
- Family swing: WHW handle time moved up by 13m 47s vs. last week.

## What Went Well
- **Accurate model identification**: Correctly identified the product model as WHW01 from serial number.
- **Customer information collection**: Collected full customer details (name, email, phone, serial) accurately.

## Growth Opportunities
- **Incorrect technical guidance**: Provided factually incorrect advice that WHW01 can have separate 2.4 GHz and 5 GHz SSIDs (direct KB violation).
- **Failure to troubleshoot basic issues**: Skipped standard troubleshooting flow for no-internet issue despite customer reporting multi-device connectivity issues.

## Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence and technical accuracy in troubleshooting guidance.
- Enhance basic troubleshooting steps for common issues like no internet and setup failures.
- Reduce incorrect technical statements and model-specific guidance errors.

## Technical 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**
Provided incorrect IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local for MR5500 access issue.

**Improvement**
Incorrectly claimed EA9500 supports Wi-Fi 7, which is false per KB.

**Improvement**
Introduced non-existent technical term 'IPv5.5' during troubleshooting.

**Improvement**
Incorrect URL provided for SPNM60 admin access; correct URL is http://myrouter.info.

## Coaching Moments
No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did
### — — Callback
- Call Outcome: Escalated to Level 2 with expectation of callback within 24–48 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-04-30 22:30:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-04-30 22:30:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white and it we...'}, {'timestamp': '2026-04-30 23:09:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'ERRATUM: Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white....'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'automation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 00:15:15', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 21:25:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00057780 William Tagart [REDACTED_EMAIL] [REDACTED_PHONE] MBE7000 59A10M28D03453 Cox - this ticket was claimed from the TE queue - callback time at 4:25 am MNL - the phone rings - heard the auto callback disclaimer - he was able to answer the call - same issue - it worked fine after we reset it before - it would reconnect then disconnect - it gives the error message - it could not find the IP address - IP address is bad - experienced the issue everywhere - he said he have to unplug the parent....'}]
- Current Status: Callback

### — — Resolved
- Call Outcome: No documentation provided; no case created; no escalation confirmed; no follow-up timeline communicated.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-04 18:17:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Notes: Trying to purchase a managed switch Customer wanted a proof that the device is a TAA compliant Sought assistance to TM Marc Was advised to gather the following information: **Model: LGS310C** **Purpose: The device are intended to be use in a US Government facility** Was then advised by TM Marc to escalate the case to L2 Set customer's expectations Customer acknowledged EOC"}, {'timestamp': '2026-06-04 18:17:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-04 18:22:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi team, The customer is looking to purchase a managed switch and needs verification that the device is TAA compliant. The specific model is LGS310C, and it will be used in a US Government facility. Thank you! cc: [@Marc Baynos][1] [1]: mailto:[REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 13:48:35', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 13:48:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:47 PM MNL 6/5/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer No one answer Left a message End call'}, {'timestamp': '2026-06-05 14:19:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:17 PM MNL 6/5/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer No one answer Left a message End call'}, {'timestamp': '2026-06-05 14:23:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi Richard Ramirez, This is Clark from Linksys Support. Your case has been escalated for further assistance. I attempted to contact you, but I was unable to reach you and was routed to your voicemail. Regarding your inquiry about a TAA-compliant device, please refer to the following link for a list of TAA-compliant switches: [https://support.linksys.com/kb/article/4920-en/?section_id=66][1] Thank you. [1]: https://support.linksys.com/kb/article/4920-en/?section_id=...'}]
- Current Status: Resolved

## Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence and technical accuracy in troubleshooting guidance.; Enhance basic troubleshooting steps for common issues like no internet and setup failures.; Reduce incorrect technical statements and model-specific guidance errors.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| #LTS00131645 | 2026-06-01 17:11:40+00:00 | 2.20 | INBOUND | E1200 | CONNECTIVITY | Advised to purchase a new router; no technical resolution or support path provided. |
| #LTS00131645 | 2026-06-01 17:25:23+00:00 | 1.10 | INBOUND | E1200 | CONNECTIVITY | Agent incorrectly advised contacting Cisco and provided no actionable support path. |
| #LTS00131651 | 2026-06-01 17:28:58+00:00 | 2.60 | INBOUND | MX2000 | SETUP | Customer to email proof of purchase; agent will update warranty and schedule a callback for further troubleshooting. |
| #TE00057780 | 2026-06-01 17:49:59+00:00 | 1.80 | INBOUND | MBE7000 | CONNECTIVITY | Escalated to Level 2 with expectation of callback within 24–48 hours. |
| #LTS00131666 | 2026-06-01 18:30:24+00:00 | 2.80 | INBOUND | MX55EC3 | CONNECTIVITY | Agent will email detailed reset and configuration instructions; customer to try and report back. |
| #LTS00131666 | 2026-06-01 18:47:57+00:00 | 1.00 | INBOUND | MX55EC3 | CONNECTIVITY | not_fixed |
| #LTS00076343 | 2026-06-01 18:56:08+00:00 | 1.60 | INBOUND | MR5500 | ACCESS | None – agent claimed issue was backend-related with no ETA and ended call without resolution or follow-up. |
| #LTS00131678 | 2026-06-01 19:12:50+00:00 | 2.80 | INBOUND | MX2000 | SETUP | Agent suggested creating a new router password in the app; no definitive fix confirmed. |
| #LTS00131711 | 2026-06-01 21:21:50+00:00 | 2.80 | INBOUND | MR2000 | SETUP | Customer reconfigured router via web UI with agent guidance; no confirmation of full connectivity. Paid support offered. No follow-up scheduled. |
| #LTS00131645 | 2026-06-01 21:25:49+00:00 | 1.80 | INBOUND | E1200 | CONNECTIVITY | not_applicable |
| #LTS00131645 | 2026-06-02 14:25:40+00:00 | 3.00 | INBOUND | E1200 | CONNECTIVITY | Customer to reconfigure the router via the web interface; no further support due to incorrect denial of paid support. |
| #LTS00131820 | 2026-06-02 14:33:56+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Offered paid $15 Connex support or to email the Wi‑Fi fix‑it guide; suggested upgrade to a newer model. |
| #GI00131824 | 2026-06-02 14:52:23+00:00 | 2.80 | INBOUND | — | SETUP | Advised customer to call ISP; no further action taken. |
| #LTS00101078 | 2026-06-02 15:19:08+00:00 | 1.80 | INBOUND | UNKNOWN | NO TROUBLESHOOTING NEEDED | Customer to locate the serial number of the main router or missing unit and call back for further assistance. |
| #GI00131847 | 2026-06-02 15:46:07+00:00 | 1.80 | INBOUND | EA9500 | GENERAL INQUIRY | Set secondary EA95 to AP mode, disable DHCP, ensure identical SSID/password, use wired backhaul, and test device roaming. |
| #LTS00131858 | 2026-06-02 16:55:26+00:00 | 2.80 | INBOUND | EA6350 | CONNECTIVITY | Advised customer to replace the router with a newer model. |
| #LTS00131864 | 2026-06-02 17:12:25+00:00 | 2.80 | INBOUND | SPNMX57CF | CONNECTIVITY | Issue appears resolved after power-cycle; no further steps required. |
| #LTS00131892 | 2026-06-02 19:28:50+00:00 | 2.80 | INBOUND | EA9500 | CONFIGURATION | Agent will email generic troubleshooting steps; no confirmed fix. |
| #LTS00131906 | 2026-06-02 20:33:52+00:00 | 2.80 | INBOUND | MR7350 | ACCESS | Customer accessed the UI and updated Wi-Fi security settings; no further action required. |
| #LTS00131913 | 2026-06-02 21:05:51+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Agent promised to email password-reset instructions; no technical fix confirmed. |
| #LTS00131711 | 2026-06-02 22:07:00+00:00 | 3.50 | INBOUND | MR2000 | SETUP | Provided product recommendation (MX6200) and basic pricing/feature information. |
| #LTS00131711 | 2026-06-02 23:38:18+00:00 | 1.00 | INBOUND | MR2000 | SETUP | not_fixed |
| #LTS00132025 | 2026-06-03 14:56:12+00:00 | 1.40 | INBOUND | WHW01 | CONFIGURATION | Agent offered to email steps (incorrect), no resolution confirmed. |
| #LTS00132059 | 2026-06-03 16:48:42+00:00 | 1.10 | INBOUND | EA9300 | CONNECTIVITY | Agent recommended purchasing a new mesh router without troubleshooting or validating the issue. |
| #LTS00132080 | 2026-06-03 17:38:51+00:00 | 2.80 | INBOUND | SPNMX56CF | CONNECTIVITY | All nodes are now solid blue and functioning; no further steps required. |
| #GI00132088 | 2026-06-03 18:24:29+00:00 | 3.20 | INBOUND | — | GENERAL INQUIRY | Informed customer that Linksys does not offer a router with a SIM card slot; no model number or alternative provided. |
| #LTS00132097 | 2026-06-03 18:53:31+00:00 | 2.20 | INBOUND | WHW01 | ACCESS | Customer to attempt recovery key password reset and local login. No follow-up scheduled or verification method established. |
| #LTS00132115 | 2026-06-03 19:46:25+00:00 | 2.90 | INBOUND | EA9300 | CONNECTIVITY | Agent recommended power-cycle, discussed hard reset, offered to email troubleshooting steps, and presented paid-support option. |
| #LTS00132120 | 2026-06-03 20:27:27+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Customer advised to contact Spectrum to register the new router and perform a power cycle. No self-help materials sent during call. |
| #LTS00132257 | 2026-06-04 15:51:37+00:00 | 1.80 | INBOUND | SPNM60CF | SETUP | Perform full mesh rebuild: reset all nodes (10s press), pair all in same room using Pair button, verify via http://myrouter.info dashboard; if still failing, initiate RMA or schedule technician. |
| #LTS00132281 | 2026-06-04 17:41:36+00:00 | 2.80 | INBOUND | MR8300 | NO TROUBLESHOOTING NEEDED | Confirmed E900 is end-of-life with no future updates; suggested MX2000 as a replacement option. |
| #LTS00098301 | 2026-06-04 17:42:28+00:00 | 2.80 | INBOUND | EA9300 | ACCESS | Customer instructed to reset the router and re-configure using default credentials; no confirmation of success. |
| #TE00132292 | 2026-06-04 18:00:16+00:00 | 1.80 | INBOUND | - | NO TROUBLESHOOTING NEEDED | No documentation provided; no case created; no escalation confirmed; no follow-up timeline communicated. |
| #LTS00132298 | 2026-06-04 18:52:54+00:00 | 2.80 | INBOUND | E5400 | ACCESS | Admin page accessed via Firefox; issue resolved independently. |
| #LTS00132307 | 2026-06-04 19:43:34+00:00 | 3.20 | INBOUND | E7350 | SETUP | Agent will send an email with generic troubleshooting steps and a link to the AI chatbot for further assistance. |
| #LTS00131645 | 2026-06-04 21:02:48+00:00 | 2.90 | INBOUND | E1200 | CONNECTIVITY | Directed customer to contact HP support for computer password assistance. |
| #LTS00132387 | 2026-06-05 13:25:12+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Customer instructed to perform 5-press reset on parent and retry pairing; no further verification or follow-up set. |
| #LTS00132402 | 2026-06-05 13:47:00+00:00 | 1.50 | INBOUND | WHW03 | SETUP | Device declared defective with no replacement or self-help path offered. |
| #LTS00132445 | 2026-06-05 18:00:28+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Agent promised to email troubleshooting steps; no fix achieved. |
| #GI00132463 | 2026-06-05 19:29:08+00:00 | 1.80 | INBOUND | LN1600 | GENERAL INQUIRY | Suggested LN-1600 mesh router without validation or actionable next steps. |