# girlyjoy.pocot@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 | | --- | --- | --- | --- | --- | --- | | 31 | 12m 25s | WHW03 | SETUP | 31 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.40 | 31 | | Protocol | 1.70 | 31 | | Communication | 2.40 | 31 | | Overall | 2.30 | 31 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 3 | 24m 23s | 2.27 | 3.00 | 1.33 | 2.33 | Outlier: 2.5x weekly median handle time | | MX | 12 | 16m 35s | 2.53 | 3.42 | 1.67 | 2.33 | Outlier: 1.7x weekly median handle time | | WHW | 8 | 10m 30s | 2.45 | 2.12 | 2.00 | 2.38 | | | MR | 5 | 9m 36s | 2.06 | 2.40 | 1.40 | 2.20 | | | RE | 5 | 9m 32s | 2.26 | 1.20 | 1.40 | 2.20 | | | E | 1 | 8m 16s | 1.30 | 1.00 | 1.00 | 2.00 | | | SPN | 2 | 6m 16s | 2.75 | 2.50 | 1.50 | 2.50 | | **Key Observations** - EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time. - MX is the slowest family at 16m 35s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 13 | 13m 27s | 2.10 | 2.50 | 1.50 | 2.20 | ✓ | | ACCESS | 8 | 12m 0s | 2.20 | 2.40 | 1.60 | 2.40 | ✓ | | CONNECTIVITY | 8 | 12m 45s | 2.60 | 3.00 | 1.90 | 2.60 | | ## Week-over-Week Movement - Average handle time moved down by 2m 20s. - Family swing: EA handle time moved up by 17m 56s vs. last week. - Family swing: E handle time moved down by 10m 35s vs. last week. - Family swing: MR handle time moved down by 9m 06s vs. last week. ## What Went Well 1. **Accurate model identification** > *“E1200”* [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) — Correctly identified product early, enabling targeted troubleshooting. 2. **Clear self-help guidance** > *“I’ll send you step-by-step instructions via email”* [#LTS00131670](https://linksys.happyfox.com/staff/ticket/131670/) — Provided actionable next steps with concrete follow-up. --- ## Growth Opportunities 1. **Technical accuracy in credentials and resets** > *“Have you tried the password admin, 1234?”* [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) — **Next step:** Always verify default credentials against KB before suggesting. For E1200, correct default is `admin/admin`. 2. **Secure payment handling** > *“Could I have your credit card number, expiry, and CVV?”* [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — **Next step:** Never collect full PCI data over phone. Use secure portals or pause recording and confirm policy compliance. --- ## Next Week's Focus - **Verify model/serial before troubleshooting** – Prevents misdirected guidance (e.g., SPNM vs. MX series URLs). - **Use direct URL workarounds** – For MX/E1200 admin access issues, guide to `http://[REDACTED_PHONE]/ui/local/dynamic/index.html`. - **Document warranty status** – Capture serial numbers and run system checks before discussing support options. - **Reduce email-only closures** – Confirm resolution during calls or schedule callbacks with clear verification steps. --- ## Technical Accuracy ### **Improvement** > *“Provided wrong default admin password (admin/1234) for E1200 — correct default is admin/admin.”* [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) — Critical KB misalignment; always cross-check defaults. ### **Improvement** > *“Collected full credit card details (number, expiry, CVV) over unsecured line without pausing recording or using secure payment handling — violates PCI DSS.”* [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Immediate remediation required for compliance. ### **Strength** > *“Provided the exact KB-recommended direct UI URL workaround, which resolved the admin access issue.”* [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) — Model-specific solution execution. --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2 - **What L1 saw:** Customer reset EA8300, couldn’t access admin UI. L1 provided incorrect URLs and escalated after failed troubleshooting. - **Why it escalated:** Timeout on unresolved access and inconsistent guidance. - **Related call chain:** Follow-up call from another L1 agent attempted ISP referral without resolution. - **What L2 did:** Performed callback, isolated router from modem, confirmed Orange Globe LED, and guided through factory reset + direct URL access. - **Current state:** Resolved. - **L1 learning points:** 1. Confirm LED states and isolate modem during access troubleshooting. 2. Use `myrouter.local` or direct URL for EA8300. 3. Document serial/Warranty before escalation. ### [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) — Resolved by Level 2 - **What L1 saw:** MX8500 child node unreachable, blue screen on admin UI. L1 advised node swap without model-specific steps. - **Why it escalated:** No resolution after basic troubleshooting. - **Related call chain:** Same ticket reopened after failed self-help. - **What L2 did:** Guided through power-cycle, confirmed solid purple ready state, and instructed 5-press pairing on parent node. - **Current state:** Resolved. - **L1 learning points:** 1. For MX mesh, always confirm parent node readiness (solid purple) before pairing. 2. Use model-specific pairing methods (5-press for MX, not SPNM). 3. Verify access via `myrouter.local` before declaring failure. --- ## Coach Appendix *Highest-signal trend:* **Protocol gaps in model/serial collection and warranty verification** directly impact resolution efficiency and compliance. Prioritize structured data capture (serial, ISP, model) before troubleshooting, and cross-check defaults/URLs against KB. The PCI violation in #TE00131644 requires immediate policy refresh for all agents handling payment data. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) | 2026-06-01 13:47:56 | 1.3 | INBOUND | E1200 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-06-01 15:04:11 | 2.8 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131635](https://linksys.happyfox.com/staff/ticket/131635/) | 2026-06-01 16:10:23 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | ⏳ Pending | | [#LTS00131636](https://linksys.happyfox.com/staff/ticket/131636/) | 2026-06-01 16:23:29 | 2.8 | INBOUND | SPNM60TB | ACCESS | ✓ Likely resolved | | [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 17:04:52 | 1.8 | INBOUND | EA8300 | SETUP | ↑ Escalated | | [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) | 2026-06-04 20:12:47 | 3.6 | INBOUND | MX8500 | ACCESS | ✓ Resolved | | [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/) | 2026-06-05 13:55:55 | 2.7 | INBOUND | WHW03 | SETUP | ✓ Resolved | | [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 13:55:55 | 2.7 | INBOUND | SPNM60CF | SETUP | ⏳ Pending | | [#LTS00132424](https://linksys.happyfox.com/staff/ticket/132424/) | 2026-06-05 15:51:32 | 2.2 | INBOUND | EA8300 | SETUP | ⏳ Pending | | [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) | 2026-06-04 23:58:53+00:00 | — | OUTBOUND | MX8500 | ACCESS | ✓ Resolved | | [#LTS00131922](https://linksys.happyfox.com/staff/ticket/131922/) | 2026-06-02 21:21:43 | 2.8 | INBOUND | MX2000 | SETUP | ✓ Resolved | | [#LTS00132026](https://linksys.happyfox.com/staff/ticket/132026/) | 2026-06-03 14:53:37 | 2.8 | INBOUND | WHW03 | SETUP | ⏳ Pending | | [#LTS00132056](https://linksys.happyfox.com/staff/ticket/132056/) | 2026-06-03 16:47:11 | 1.6 | INBOUND | MR7500 | SETUP | ⏳ Pending | | [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/) | 2026-06-05 14:54:41 | 1.7 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00132224](https://linksys.happyfox.com/staff/ticket/132224/) | 2026-06-02 17:08:42 | 1.4 | INBOUND | RE6300 | SETUP | ⏳ Pending | | [#LTS00132234](https://linksys.happyfox.com/staff/ticket/132234/) | 2026-06-04 14:03:13 | 2.8 | INBOUND | RE6500 | SETUP | ⏳ Pending | | [#LTS00132264](https://linksys.happyfox.com/staff/ticket/132264/) | 2026-06-04 16:27:08 | 1.6 | INBOUND | RE7350 | SETUP | ⏳ Pending | | [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 17:36:18 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 18:09:04 | 2.8 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 18:13:07 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 13:55:55 | 2.7 | INBOUND | SPNM60CF | SETUP | ⏳ Pending | | [#LTS00132415](https://linksys.happyfox.com/staff/ticket/132415/) | 2026-06-05 14:42:44 | 2.8 | INBOUND | WHW03 | ACCESS | ⏳ Pending | | [#LTS00132415](https://linksys.happyfox.com/staff/ticket/132415/) | 2026-06-05 14:54:41 | 1.7 | INBOUND | WHW03 | ACCESS | ⏳ Pending | | [#LTS00132424](https://linksys.happyfox.com/staff/ticket/132424/) | 2026-06-05 15:51:32 | 2.2 | INBOUND | EA8300 | SETUP | ⏳ Pending | | [#LTS00065248](https://linksys.happyfox.com/staff/ticket/65248/) | 2026-06-05 17:58:59 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | ⏳ Pending | | [#LTS00129054](https://linksys.happyfox.com/staff/ticket/129054/) | 2026-06-05 20:32:23 | 1.3 | INBOUND | RE6700 | SETUP | ⏳ Pending | | [#LTS00104206](https://linksys.happyfox.com/staff/ticket/104206/) | 2026-06-05 22:52:06 | 2.8 | OUTBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00067885](https://linksys.happyfox.com/staff/ticket/67885/) | 2026-06-06 02:21:39 | 1.8 | INBOUND | MX6200 | SETUP | ⏳ Pending |