# johnclark.labadan@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 | | --- | --- | --- | --- | --- | --- | | 12 | 17m 44s | MX6200 | CONNECTIVITY | 9 | 6 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.20 | 12 | | Protocol | 1.50 | 12 | | Communication | 2.10 | 12 | | Overall | 2.20 | 12 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 2 | 30m 46s | 2.50 | 3.00 | 2.00 | 2.50 | Outlier: 2.9x weekly median handle time | | MX | 8 | 25m 31s | 2.21 | 3.12 | 1.62 | 2.12 | Outlier: 2.4x weekly median handle time | | MBE | 1 | 10m 27s | 1.80 | 5.00 | 1.00 | 2.00 | | | OTHER | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | | | SPN | 1 | 4m 19s | — | — | — | — | | **Key Observations** - WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time. - MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 6 | 22m 31s | 2.20 | 3.20 | 1.50 | 2.20 | ✓ | | SETUP | 3 | 27m 47s | 2.10 | 2.30 | 2.00 | 2.70 | ✓ | | CONFIGURATION | 2 | 39m 34s | 2.30 | 3.00 | 1.00 | 2.00 | ✓ | | HARDWARE | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.41 vs. last week. - Protocol moved down 0.17 vs. last week. - Average handle time moved down by 7m 45s. - Family swing: WHW handle time moved down by 19m 25s vs. last week. - Family swing: SPN handle time moved down by 7m 18s vs. last week. - Family swing: OTHER handle time moved down by 6m 50s vs. last week. ## What Went Well 1. **Polite and professional communication** > "All right, sir, I'm calling regarding with a ticket that was actually escalated to your department. Um, this is regarding with your Linksys router..." [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) 2. **Technically accurate advice on mesh node behavior** > "If you're, if you still do have some dead spots on your house, then you can still add another node for you to have like a Wi-Fi signal on that specific portion of your house." [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) --- ## Growth Opportunities 1. **Collect essential device information consistently** > *"Am I talking to Mr. Exale? All right. So, let me just... So, you're following up regarding your ticket, sir. Is that right?"* **Missing model/serial collection** violates protocol and limits effective troubleshooting. [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) 2. **Provide accurate reset procedures and default credentials** > *"Performed factory reset of parent node. Guided customer to login to http://myrouter.local and change Wi‑Fi settings... Provided incorrect reset procedure: LED goes red → no light → blue."* **Incorrect MX5300 reset behavior** and **wrong default password format** risk customer confusion. [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) --- ## Next Week's Focus 1. **Start every call with model/serial/warranty collection** – use script: *"To help me identify the best solution, could you share the exact product model, serial number, and warranty status?"* 2. **Verify LED states against KB before instructing resets** – MX5300 should show **solid white** after reset, not red/no-light/blue. 3. **Confirm URL syntax and default credentials** – use *"http://myrouter.local"* (not HTTP://) and correct password formats per device. 4. **Document all troubleshooting steps in HappyFox** – ensure tickets capture model, serial, steps taken, and clear next actions. --- ## Technical Accuracy **Improvement**: Agent failed to collect essential device information (model, serial, warranty) in multiple calls, violating protocol and limiting troubleshooting effectiveness. [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) **Improvement**: Incorrect reset procedure provided for MX5300 (stated LED goes red → no light → blue; correct behavior is solid white after reset). [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) **Improvement**: Incorrect default admin password format given (claimed 'Capital A then lowercase dmin1234!'), which does not match MX5300 defaults. [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) **Improvement**: Misinterpreted LED colors and WAN port status during WHW03 mesh repair, leading to inefficient troubleshooting. [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) **Improvement**: Provided incorrect URL syntax (instructed use of 'semicolon' instead of colon in HTTP://), preventing customer from accessing router UI. [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) --- ## Coaching Moments **Strength**: Polite acknowledgment of self-resolution > "It's connected now? So, it's working. Oh, okay. Got it. I see. Thank you so much for that feedback." [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) **Improvement**: Inefficient call control with excessive silences > *[long silence]* "All right. So what we need to do right now, suri, is we're going to do like a swapping of nodes..." [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) --- ## Escalation Lessons: What L2 Did ### [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) — Pending with Level 2 - **What L1 saw:** MBE7000 primary node with disconnected WHW01 child node; customer reported months of instability. - **Why it escalated:** Exceeded threshold after failed firmware update and customer demand for refund due to discontinued hardware. - **What L2 did:** Verified hardware fault, coordinated Amazon return process, and scheduled follow-up callbacks for refund documentation. - **Current state:** Callback pending – customer awaiting refund confirmation. - **L1 learning points:** 1. Always collect model/serial/warranty before troubleshooting mesh stability. 2. For discontinued hardware, initiate Amazon return early and document refund eligibility. 3. Set clear callback windows and confirm customer understanding of next steps. ### [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) — Resolved by Level 2 - **What L1 saw:** WHW03 mesh node not connecting after power cycle; customer self-resolved via 10-minute disconnect. - **Why it escalated:** L1 did not verify fix or collect device details before closing. - **What L2 did:** Confirmed resolution via app/UI access, provided guidance on node placement, and advised monitoring. - **Current state:** Resolved. - **L1 learning points:** 1. Always verify node status via app/UI after customer reports self-resolution. 2. Collect model/serial even for seemingly simple issues. 3. Provide proactive advice on optimal node placement to prevent future dead zones. ### [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) — Resolved by Level 2 - **What L1 saw:** MX8500 child nodes flapping red; customer reported ISP modem replacement. - **Why it escalated:** L1 terminated call due to customer audio issues without troubleshooting. - **What L2 did:** Guided node relocation, confirmed LED status (solid blue), and verified internet connectivity. - **Current state:** Resolved. - **L1 learning points:** 1. Use hold/explain when audio issues occur; don’t terminate prematurely. 2. Confirm node LED colors match expected behavior (solid blue = connected). 3. Always verify internet connectivity, not just Wi‑Fi signal. --- ## Coach Appendix *High-signal trend:* **Inconsistent device information collection** and **inaccurate technical guidance** (reset procedures, LED interpretation, URL syntax) are recurring patterns impacting resolution efficiency. Focus next week on strict protocol adherence for model/serial capture and KB-verified troubleshooting steps before escalation or closure. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) | 2026-06-01 15:50:48 | 1.80 | INBOUND | MBE7000 | CONFIGURATION | Callback within 2‑3 hours after internal approval and review | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-06-01 17:15:38 | 2.20 | OUTBOUND | WHW03 | SETUP | Customer resolved issue independently; agent did not verify or replicate fix | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 17:24:32 | 1.80 | OUTBOUND | MX8500 | CONNECTIVITY | Callback scheduled for further assistance | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 17:29:04 | 1.80 | OUTBOUND | MX8500 | CONNECTIVITY | Customer to unplug and relocate the first child node and observe for 3-5 minutes | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-02 15:19:48 | 2.80 | INBOUND | MX5300 | CONFIGURATION | ✓ Resolved | | [#LTS00131856](https://linksys.happyfox.com/staff/ticket/131856/) | 2026-06-02 16:50:10 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-03 03:37:54 | 1.80 | INBOUND | MX5300 | CONFIGURATION | — | | [#TE00132002](https://linksys.happyfox.com/staff/ticket/132002/) | 2026-06-03 11:51:03 | 2.50 | OUTBOUND | LGS352MPC | HARDWARE | Agent will email customer to obtain video evidence | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 16:01:04 | 2.80 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#TE00132365](https://linksys.happyfox.com/staff/ticket/132365/) | 2026-06-05 13:30:01 | — | OUTBOUND | SPNMX56 | CONNECTIVITY | — | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 16:56:33 | 2.00 | OUTBOUND | MX6200 | SETUP | Call ended on hold without resolution | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 17:30:20 | 2.30 | OUTBOUND | MX6200 | SETUP | Issue not resolved | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 17:48:19 | 2.40 | OUTBOUND | MX6200 | SETUP | ↻ Callback set |