# dorothybelle.oraiz@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 | | --- | --- | --- | --- | --- | --- | | 19 | 17m 6s | MR8300 | SETUP | 19 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.90 | 19 | | Protocol | 1.70 | 19 | | Communication | 2.20 | 19 | | Overall | 2.10 | 19 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 2 | 37m 56s | 2.80 | 1.50 | 2.00 | 2.50 | Outlier: 3.5x weekly median handle time | | MX | 4 | 34m 15s | 3.22 | 3.75 | 2.75 | 2.50 | Outlier: 3.2x weekly median handle time | | LN | 1 | 19m 52s | 2.60 | 2.00 | 1.00 | 2.00 | Outlier: 1.9x weekly median handle time | | EA | 3 | 10m 43s | 1.73 | 2.00 | 1.67 | 2.33 | | | MR | 6 | 8m 30s | 2.08 | 3.67 | 1.33 | 2.00 | | | OTHER | 1 | 7m 27s | 1.10 | 1.00 | 1.00 | 2.00 | | | E | 1 | 5m 1s | 2.20 | 5.00 | 2.00 | 2.00 | | **Key Observations** - WHW is the slowest family at 37m 56s; outlier: 3.5x weekly median handle time. - MX is the slowest family at 34m 15s; outlier: 3.2x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 7 | 17m 2s | 2.00 | 3.10 | 1.60 | 2.10 | ✓ | | CONNECTIVITY | 5 | 17m 50s | 2.20 | 2.80 | 1.80 | 2.40 | ✓ | | ACCESS | 3 | 5m 57s | 1.50 | 3.00 | 1.30 | 2.00 | ✓ | | CONFIGURATION | 2 | 6m 48s | 1.60 | 2.00 | 1.00 | 1.50 | ✓ | | GENERAL INQUIRY | 2 | 4m 17s | 1.90 | 5.00 | 1.00 | 2.50 | ✓ | ## Week-over-Week Movement - Overall moved down 0.23 vs. last week. - Accuracy moved up 0.37 vs. last week. - Communication moved up 0.18 vs. last week. - Average handle time moved down by 11m 19s. - Family swing: MX handle time moved down by 15m 25s vs. last week. - Family swing: MR handle time moved down by 6m 08s vs. last week. - Family swing: EA handle time moved up by 4m 13s vs. last week. ## What Went Well 1. **Accurate model-specific guidance** > “Provided accurate, model-specific pairing instructions consistent with Linksys KB.” [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) 2. **Polite and professional tone** > “Maintained a polite and patient tone despite customer confusion and interruptions.” [#LTS00131747](https://linksys.happyfox.com/staff/ticket/131747/) --- ## Growth Opportunities 1. **Correct reset and pairing guidance** > “Provided wrong reset time (20 seconds instead of ~10 seconds) at [16:00]. Suggested 5-press pairing method for WHW03, which is not applicable per KB.” [#LTS00131747](https://linksys.happyfox.com/staff/ticket/131747/) *Next step: Reference KB reset durations (e.g., 10s for Velop) and confirm mesh type before pairing.* 2. **Collect critical product details upfront** > “Failed to collect product model number, a critical omission for hardware support.” [#LTS00131949](https://linksys.happyfox.com/staff/ticket/131949/) *Next step: Add model/serial collection to IVR and opening script; validate against KB before troubleshooting.* --- ## Next Week's Focus - **Verify reset durations and pairing methods** against KB before guiding customers. - **Always collect model/serial numbers** in the first 30 seconds of calls. - **Improve closure hygiene**: Confirm resolution, schedule follow-ups for unresolved cases, and document next steps clearly in HappyFox. - **Reduce handle time on SETUP/CONNECTIVITY** by leveraging self-help KB articles earlier in the call. --- ## Technical Accuracy ### **Improvement** > “Incorrectly stated that linksyssmartwifi.com is discontinued, directly contradicting KB guidance.” [#LTS00131949](https://linksys.happyfox.com/staff/ticket/131949/) *Note: Remote cloud management remains supported; redirect customers to linksyssmartwifi.com for account resets.* ### **Improvement** > “Provided fraudulent registration URL 'register.Lynsxs.com' (not a valid Linksys domain).” [#LTS00131760](https://linksys.happyfox.com/staff/ticket/131760/) *Note: Use only official Linksys registration URLs (e.g., register.linksys.com).* ### **Improvement** > “Failed to guide customer through correct cloud account password recovery steps (recovery key or linksyssmartwifi.com).” [#GI00131926](https://linksys.happyfox.com/staff/ticket/131926/) *Note: Always offer recovery key retrieval or linksyssmartwifi.com login as first-line password recovery.* --- ## 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 - **Top Trend**: Protocol gaps in model/serial collection and KB accuracy caused prolonged handle times, especially for WHW/MX products. - **Recurring Pattern**: Incorrect technical guidance (reset durations, pairing methods) led to unresolved issues and customer frustration. Focus on KB validation before next coaching session. - **Evidence**: See “Growth Opportunities” and “Technical Accuracy” sections for specific call examples. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00131707](https://linksys.happyfox.com/staff/ticket/131707/) | 2026-06-01 | 2.2 | INBOUND | E5400 | SETUP | No clear path given | | [#LTS00131739](https://linksys.happyfox.com/staff/ticket/131739/) | 2026-06-02 | 2.8 | INBOUND | MX8500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131747](https://linksys.happyfox.com/staff/ticket/131747/) | 2026-06-02 | 2.8 | INBOUND | WHW03 | SETUP | ✓ Resolved | | [#LTS00131760](https://linksys.happyfox.com/staff/ticket/131760/) | 2026-06-02 | 1.1 | INBOUND | VLP01 | SETUP | No resolution provided | | [#LTS00131919](https://linksys.happyfox.com/staff/ticket/131919/) | 2026-06-02 | 2.8 | INBOUND | MX6200 | SETUP | ↑ Escalated | | [#GI00131926](https://linksys.happyfox.com/staff/ticket/131926/) | 2026-06-02 | 1.3 | INBOUND | — | ACCESS | No valid resolution | | [#GI00131940](https://linksys.happyfox.com/staff/ticket/131940/) | 2026-06-02 | 1.8 | INBOUND | — | GENERAL INQUIRY | No resolution provided | | [#GI00131940](https://linksys.happyfox.com/staff/ticket/131940/) | 2026-06-02 | 1.7 | INBOUND | — | ACCESS | None – call ended | | [#LTS00131949](https://linksys.happyfox.com/staff/ticket/131949/) | 2026-06-02 | 1.6 | INBOUND | EA8300 | ACCESS | Email instructions sent | | [#LTS00131957](https://linksys.happyfox.com/staff/ticket/131957/) | 2026-06-03 | 2.8 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00131293](https://linksys.happyfox.com/staff/ticket/131293/) | 2026-06-03 | 2.6 | INBOUND | LN1200 | CONNECTIVITY | Incorrectly closed | | [#GI00132137](https://linksys.happyfox.com/staff/ticket/132137/) | 2026-06-03 | 2.0 | INBOUND | — | GENERAL INQUIRY | Referred to Belkin | | [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) | 2026-06-03 | 4.5 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 | 2.2 | INBOUND | MR8300 | CONFIGURATION | Pending resolution | | [#LTS00132143](https://linksys.happyfox.com/staff/ticket/132143/) | 2026-06-03 | 1.8 | INBOUND | MR5500 | CONNECTIVITY | Closed with self-help | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 | 1.0 | INBOUND | MR8300 | CONFIGURATION | No agent engagement | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 | 1.8 | INBOUND | MR8300 | CONFIGURATION | Call ended without help | | [#LTS00132321](https://linksys.happyfox.com/staff/ticket/132321/) | 2026-06-04 | 2.9 | INBOUND | MR6350 | SETUP | Email instructions sent | | [#LTS00132333](https://linksys.happyfox.com/staff/ticket/132333/) | 2026-06-04 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00132335](https://linksys.happyfox.com/staff/ticket/132335/) | 2026-06-04 | 2.2 | INBOUND | EA8300 | CONNECTIVITY | Send instructions | | [#LTS00132340](https://linksys.happyfox.com/staff/ticket/132340/) | 2026-06-04 | 1.4 | INBOUND | EA8300 | SETUP | Email instructions sent | | [#LTS00132143](https://linksys.happyfox.com/staff/ticket/132143/) | 2026-06-04 | 1.8 | INBOUND | MR5500 | CONNECTIVITY | Offered self-help | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-04 | 1.0 | INBOUND | MR8300 | CONFIGURATION | No agent engagement |