# jeraldjun.villanubos@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 | | --- | --- | --- | --- | --- | --- | | 37 | 23m 18s | MX6200 | CONNECTIVITY | 37 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 37 | | Protocol | 1.60 | 37 | | Communication | 2.10 | 37 | | Overall | 2.00 | 37 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 11 | 36m 8s | 2.12 | 1.55 | 1.64 | 2.18 | Outlier: 2.1x weekly median handle time | | MR | 8 | 34m 11s | 2.10 | 2.50 | 1.50 | 2.25 | Outlier: 2.0x weekly median handle time | | E | 2 | 27m 14s | 2.10 | 2.50 | 2.00 | 1.50 | Outlier: 1.6x weekly median handle time | | EA | 15 | 18m 59s | 1.95 | 2.33 | 1.20 | 1.87 | | | SPN | 1 | 17m 13s | 2.80 | 2.00 | 2.00 | 2.00 | | | RE | 2 | 12m 41s | 1.75 | 1.50 | 2.00 | 2.50 | | | LN | 1 | 11m 4s | 1.80 | 3.00 | 2.00 | 2.00 | | | WHW | 3 | 8m 34s | 2.27 | 3.67 | 2.00 | 2.33 | | | WRT | 1 | 6m 39s | 1.60 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time. - MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 19 | 26m 48s | 1.90 | 2.00 | 1.60 | 2.10 | ✓ | | ACCESS | 7 | 17m 42s | 1.90 | 2.10 | 1.60 | 2.10 | ✓ | | SETUP | 7 | 24m 37s | 2.10 | 2.60 | 1.70 | 2.30 | ✓ | | CONFIGURATION | 4 | 27m 59s | 2.00 | 2.00 | 1.80 | 2.30 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.65 vs. last week. - Average handle time moved up by 2m 58s. - Family swing: WRT handle time moved down by 33m 55s vs. last week. - Family swing: MR handle time moved up by 17m 55s vs. last week. - Family swing: E handle time moved up by 16m 04s vs. last week. ## What Went Well > **Patient and empathetic communication with elderly customer** > Remained patient and empathetic with a nervous, elderly customer experiencing stress. > [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) > **Successful resolution confirmation** > Confirmed resolution by having customer verify node lights and app functionality. > [#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/) --- ## Growth Opportunities > **Incorrect technical guidance and protocol violations** > Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance. Requested payment before confirming warranty or eligibility, violating support protocol. > **Next Step:** Always verify warranty status first and use only KB-approved login methods. > [#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/) > **Failure to follow structured troubleshooting flows** > Missing serial number collection and warranty verification. Did not follow structured hardware troubleshooting flow. > **Next Step:** Implement a consistent troubleshooting checklist: collect serial/model, verify warranty, document LED status, and follow model-specific reset procedures. > [#LTS00095544](https://linksys.happyfox.com/staff/ticket/95544/) --- ## Next Week's Focus - **Implement a serial/model collection script** at the start of every call to ensure warranty verification and model-specific guidance. - **Standardize connectivity troubleshooting** with a step-by-step flow: power cycle modem/router, check WAN/Internet port connections, verify LED states, and test basic connectivity before advanced diagnostics. - **Review KB articles for common issues** (connectivity, access, setup) to ensure accurate, up-to-date guidance during calls. - **Practice concise, structured communication** by summarizing key findings and next steps clearly before closing calls. --- ## Technical Accuracy **Improvement** Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance ([REDACTED_PHONE]). [#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/) **Improvement** Failed to follow structured hardware troubleshooting flow for E5357 router. Missing serial number collection and warranty verification. [#LTS00095544](https://linksys.happyfox.com/staff/ticket/95544/) **Improvement** Falsely claimed Linksys cloud service was discontinued, misleading the customer about login options (contradicts KB). [#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/) **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. [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) **Improvement** Incorrectly stated that EA7430 has no recovery key, which is false per KB. [#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/) **Improvement** Incorrectly claimed MR7500 can function as a Wi-Fi extender, contradicting KB (MR7500 only supports router/AP mode). [#LTS00132042](https://linksys.happyfox.com/staff/ticket/132042/) **Improvement** Incorrectly referred to the Wi-Fi band as 2.5 GHz instead of 2.4 GHz. [#LTS00132085](https://linksys.happyfox.com/staff/ticket/132085/) **Improvement** Incorrectly stated that MX6200 no longer supports cloud access ('we don't have cloud anymore'), contradicting KB. [#LTS00097607](https://linksys.happyfox.com/staff/ticket/97607/) **Improvement** [#LTS00132326](https://linksys.happyfox.com/staff/ticket/132326/) **Improvement** Incorrectly stated MR0 was a Cognitive Mesh (5-press) device without verification, leading to wrong reset procedure. [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) **Improvement** Incorrectly claimed EA7430 has no password recovery option, contradicting KB guidance. [#LTS00132439](https://linksys.happyfox.com/staff/ticket/132439/) **Improvement** Incorrectly quoted router price as $6,200 instead of ~$200, indicating fundamental misunderstanding. [#LTS00121635](https://linksys.happyfox.com/staff/ticket/121635/) **Improvement** Incorrectly used 5-press pairing method on MX8500, which is not applicable per KB. [#LTS00132471](https://linksys.happyfox.com/staff/ticket/132471/) **Improvement** Incorrectly stated default admin password as 'admin' for EA9500, which uses the Wi-Fi password printed on the label. [#LTS00132490](https://linksys.happyfox.com/staff/ticket/132490/) --- ## 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 This week’s highest-signal trend is the persistent handling time outliers in MX and MR product families, correlating with lower Accuracy and Protocol scores. Key patterns include inconsistent warranty verification, incomplete serial number collection, and application of model-specific procedures (like 5-press resets) without proper validation. These gaps create inefficiencies and risk misguidance. Focus next coaching on structured troubleshooting checklists for mesh devices, emphasizing serial/model capture upfront and KB validation before procedural steps. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/) | 2026-06-01 16:13:09+00:00 | 2.8 | INBOUND | MX5500 | ACCESS | ✓ Resolved | | [#LTS00095544](https://linksys.happyfox.com/staff/ticket/95544/) | 2026-06-01 16:21:14+00:00 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131642](https://linksys.happyfox.com/staff/ticket/131642/) | 2026-06-01 17:01:37+00:00 | 1.8 | INBOUND | LN11011202 | ACCESS | ⏳ Pending | | [#LTS00131670](https://linksys.happyfox.com/staff/ticket/131670/) | 2026-06-01 18:46:25+00:00 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) | 2026-06-01 20:06:06+00:00 | 1.4 | INBOUND | MR7500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131727](https://linksys.happyfox.com/staff/ticket/131727/) | 2026-06-01 22:54:30+00:00 | 2.2 | INBOUND | EA6100 | CONNECTIVITY | ⏳ Pending | | [#LTS00118051](https://linksys.happyfox.com/staff/ticket/118051/) | 2026-06-01 23:01:19+00:00 | 1.8 | INBOUND | EA7200 | CONNECTIVITY | ⏳ Pending | | [#LTS00118051](https://linksys.happyfox.com/staff/ticket/118051/) | 2026-06-02 00:37:49+00:00 | 1.1 | INBOUND | EA7200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131865](https://linksys.happyfox.com/staff/ticket/131865/) | 2026-06-02 17:16:11+00:00 | 2.8 | INBOUND | SPNMX20CF | CONFIGURATION | ⏳ Pending | | [#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/)