# joziel.licmoan@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 | | --- | --- | --- | --- | --- | --- | | 34 | 19m 16s | MR7350 | CONNECTIVITY | 34 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.70 | 34 | | Protocol | 2.20 | 34 | | Communication | 2.60 | 34 | | Overall | 2.70 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WRT | 1 | 73m 1s | 2.80 | 1.00 | 2.00 | 2.00 | Outlier: 4.7x weekly median handle time | | MX | 6 | 27m 40s | 2.50 | 2.67 | 2.17 | 2.83 | Outlier: 1.8x weekly median handle time | | WHW | 4 | 27m 8s | 3.00 | 3.50 | 2.25 | 2.25 | Outlier: 1.7x weekly median handle time | | LN | 1 | 20m 35s | 2.20 | 4.00 | 2.00 | 2.00 | | | MR | 6 | 15m 38s | 2.70 | 2.33 | 2.33 | 2.50 | | | EA | 7 | 15m 4s | 2.54 | 2.71 | 1.86 | 2.57 | | | E | 6 | 14m 7s | 2.75 | 3.17 | 1.83 | 2.50 | | | OTHER | 4 | 9m 12s | 2.95 | 3.25 | 2.25 | 3.00 | | | RE | 1 | 3m 57s | 1.60 | 1.00 | 1.00 | 2.00 | | **Key Observations** - WRT is the slowest family at 73m 1s; outlier: 4.7x weekly median handle time. - MX is the slowest family at 27m 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 | 14 | 22m 9s | 2.60 | 2.90 | 2.20 | 2.60 | | | ACCESS | 6 | 13m 22s | 2.70 | 2.30 | 1.80 | 2.70 | | | SETUP | 9 | 22m 27s | 2.60 | 2.40 | 2.20 | 2.60 | | | NO TROUBLESHOOTING NEEDED | 3 | 12m 47s | 3.00 | 3.70 | 2.30 | 2.70 | | ## Week-over-Week Movement - Overall moved up 0.21 vs. last week. - Accuracy moved up 0.52 vs. last week. - Protocol moved up 0.43 vs. last week. - Communication moved up 0.24 vs. last week. - Average handle time moved down by 4m 20s. - Family swing: WRT handle time moved up by 65m 51s vs. last week. - Family swing: RE handle time moved down by 37m 27s vs. last week. - Family swing: OTHER handle time moved down by 4m 53s vs. last week. ## What Went Well 1. **Accurate Model Identification** > “WUSB6300… Windows 10 64-bit…” > *Correctly identified the product model from the serial number and confirmed the need for a 64-bit driver.* [#LTS00131717](https://linksys.happyfox.com/staff/ticket/131717/) 2. **Effective Mesh Recovery Guidance** > “All nodes now solid blue and internet works; monitor the node with -72 dBm signal…” > *Guided the customer through full factory resets, password recovery, and signal-strength validation, restoring connectivity.* [#LTS00132274](https://linksys.happyfox.com/staff/ticket/132274/) --- ## Growth Opportunities 1. **Correct Reset Procedures** > “Hold the reset button for 30 seconds…” > *Incorrectly advised 30-second resets for WHW03, EA7300, and VLP01 (KB specifies 10–15 seconds). This caused unnecessary delays and confusion.* [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) **Next Step:** Use KB-defined reset durations (e.g., 10 seconds for WHW03, 15 seconds for EA series) and verify LED behavior post-reset. 2. **Warranty Verification Before Troubleshooting** > “This node is actually one of our first generation router…” > *Assumed out-of-warranty status without lookup, risking non-compliance when offering paid support or advanced troubleshooting.* [#LTS00132483](https://linksys.happyfox.com/staff/ticket/132483/) **Next Step:** Perform warranty checks via serial number before proceeding with diagnostics or quoting paid support. --- ## Next Week's Focus - **Practice KB-verified reset durations** for WHW, EA, and VLP models (10–15 seconds) and confirm post-reset LED states. - **Systematically verify warranty status** via serial number lookup before offering troubleshooting or paid support paths. - **Avoid fabricated technical terms** (e.g., “device manager,” “communicator files”)—refer strictly to KB guidance. - **Streamline serial number collection** by asking for it upfront and repeating it back for accuracy. --- ## Technical Accuracy ### **Improvement** > *Incorrectly stated that Wi-Fi password and router admin password are the same for MR7350, contradicting KB guidance.* [#LTS00086970](https://linksys.happyfox.com/staff/ticket/86970/) ### **Improvement** > *Incorrectly claimed Linksys Smart Wi-Fi cloud service and myrouter.info are discontinued for WHW03, contradicting KB.* [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) ### **Improvement** > *Falsely claimed firmware updates cost $15 for MX2000, violating accuracy and compliance policies.* [#LTS00101564](https://linksys.happyfox.com/staff/ticket/101564/) ### **Improvement** > *Incorrectly stated that the Linksys app is discontinued for MR8300, contradicting KB.* [#LTS00132051](https://linksys.happyfox.com/staff/ticket/132051/) ### **Improvement** > *Provided a fictional model number ‘M4X4X Ray 6220’ instead of MX6200.* [#LTS00132051](https://linksys.happyfox.com/staff/ticket/132051/) ### **Improvement** > *Introduced fabricated technical concepts (‘device manager’, ‘communicator files’) with no basis in KB.* [#LTS00132483](https://linksys.happyfox.com/staff/ticket/132483/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00132427](https://linksys.happyfox.com/staff/ticket/132427/) — Pending with Level 2 | **What L1 Saw** | **Why it Escalated** | **Related Call Chain** | **What L2 Did** | **Current State** | **L1 Learning Points** | |---|---|---|---|---|---| | MR7500 mesh node flashing blue, SSID not broadcasting. Customer (IT professional) insisted on immediate replacement. | Customer demanded expedited RMA without isolation; L1 unable to verify defect or warranty status. | Previous L1 call (joziel) closed with callback promise; L2 claimed ticket from TE queue. | L2 attempted callback, left message, and requested receipt via email. No technical diagnosis performed. | Pending customer response for receipt; no resolution yet. | 1. Collect serial number, proof of purchase, and warranty status **before** escalation.
2. Guide customer through isolation steps (e.g., bypass test, WAN check).
3. Document clear next steps and avoid vague “callback promised” closures. | --- ## Coach Appendix *High-signal trend:* **Inconsistent reset procedures and warranty verification** dominate accuracy gaps. Focus next coaching on KB-aligned reset durations (10–15 seconds) and mandatory serial-based warranty checks before troubleshooting or escalation. Avoid fabricated terms; rely strictly on KB. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00086970](https://linksys.happyfox.com/staff/ticket/86970/) | 2026-06-01 18:04 | 2.80 | INBOUND | MR7350 | ACCESS | ✓ Likely resolved | | [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) | 2026-06-01 18:57 | 2.80 | INBOUND | WHW03 | ACCESS | ✓ Likely resolved | | [#LTS00131679](https://linksys.happyfox.com/staff/ticket/131679/) | 2026-06-01 19:26 | 2.90 | INBOUND | EA7450 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131702](https://linksys.happyfox.com/staff/ticket/131702/) | 2026-06-01 20:35 | 3.00 | INBOUND | EA8100 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131627](https://linksys.happyfox.com/staff/ticket/131627/) | 2026-06-01 21:30 | 2.90 | INBOUND | E1200 | ACCESS | ✓ Likely resolved | | [#LTS00131717](https://linksys.happyfox.com/staff/ticket/131717/) | 2026-06-01 22:10 | 4.10 | INBOUND | WUSB6300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved | | [#LTS00131726](https://linksys.happyfox.com/staff/ticket/131726/) | 2026-06-01 22:36 | 3.20 | INBOUND | E2500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00101564](https://linksys.happyfox.com/staff/ticket/101564/) | 2026-06-02 16:44 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00122199](https://linksys.happyfox.com/staff/ticket/122199/) | 2026-06-02 17:48 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00132100](https://linksys.happyfox.com/staff/ticket/132100/) | 2026-06-02 19:56 | 2.80 | INBOUND | MR7350 | SETUP | ✓ Resolved | | [#LTS00131568](https://linksys.happyfox.com/staff/ticket/131568/) | 2026-06-02 19:59 | 2.20 | INBOUND | LN3111 | NO TROUBLESHOOTING NEEDED | ↻ Callback set | | [#LTS00131910](https://linksys.happyfox.com/staff/ticket/131910/) | 2026-06-02 21:05 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00132036](https://linksys.happyfox.com/staff/ticket/132036/) | 2026-06-03 15:43 | 3.90 | INBOUND | WUSB6300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved | | [#LTS00132051](https://linksys.happyfox.com/staff/ticket/132051/) | 2026-06-03 16:30 | 1.80 | INBOUND | MR8300 | ACCESS | ✓ Likely resolved | | [#LTS00132069](https://linksys.happyfox.com/staff/ticket/132069/) | 2026-06-03 17:06 | 2.80 | INBOUND | E5400 | CONNECTIVITY | ✓ Resolved | | [#LTS00132079](https://linksys.happyfox.com/staff/ticket/132079/) | 2026-06-03 17:41 | 2.80 | INBOUND | EA6700 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00132093](https://linksys.happyfox.com/staff/ticket/132093/) | 2026-06-03 18:50 | 3.00 | INBOUND | WHW03 | ACCESS | ✓ Likely resolved | | [#LTS00132100](https://linksys.happyfox.com/staff/ticket/132100/) | 2026-06-03 19:11 | 3.30 | INBOUND | MR7350 | SETUP | ✓ Resolved | | [#LTS00132126](https://linksys.happyfox.com/staff/ticket/132126/) | 2026-06-03 21:16 | 1.80 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00132126](https://linksys.happyfox.com/staff/ticket/132126/) | 2026-06-03 21:45 | 1.60 | INBOUND | MX2000 | SETUP | — | | [#LTS00132261](https://linksys.happyfox.com/staff/ticket/132261/) | 2026-06-04 16:07 | 1.80 | INBOUND | EA7200 | ACCESS | ⏳ Pending | | [#LTS00132265](https://linksys.happyfox.com/staff/ticket/132265/) | 2026-06-04 16:29 | 3.20 | INBOUND | MR8300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00132274](https://linksys.happyfox.com/staff/ticket/132274/) | 2026-06-04 16:53 | 3.30 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00132285](https://linksys.happyfox.com/staff/ticket/132285/) | 2026-06-04 17:54 | 2.00 | INBOUND | VLP01 | SETUP | ⏳ Pending | | [#LTS00132299](https://linksys.happyfox.com/staff/ticket/132299/) | 2026-06-04 19:02 | 1.60 | INBOUND | RE6300 | SETUP | ↻ Callback set | | [#LTS00132306](https://linksys.happyfox.com/staff/ticket/132306/) | 2026-06-04 19:26 | 2.80 | INBOUND | E2500 | SETUP | ✓ Likely resolved | | [#LTS00132318](https://linksys.happyfox.com/staff/ticket/132318/) | 2026-06-04 20:39 | 1.80 | INBOUND | VLP01 | SETUP | ⏳ Pending | | [#LTS00132325](https://linksys.happyfox.com/staff/ticket/132325/) | 2026-06-04 21:41 | 2.80 | INBOUND | E5400 | CONNECTIVITY | ✓ Resolved | | [#LTS00132328](https://linksys.happyfox.com/staff/ticket/132328/) | 2026-06-04 22:10 | 2.90 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#TE00132427](https://linksys.happyfox.com/staff/ticket/132427/) | 2026-06-05 16:00 | 2.60 | INBOUND | MR7500 | CONNECTIVITY | ↑ Escalated | | [#LTS00132441](https://linksys.happyfox.com/staff/ticket/132441/) | 2026-06-05 17:36 | 1.80 | INBOUND | E5350 | CONNECTIVITY | ↻ Callback set | | [#LTS00132459](https://linksys.happyfox.com/staff/ticket/132459/) | 2026-06-05 19:31 | 2.80 | INBOUND | WRT54G2 | CONNECTIVITY | ✓ Resolved | | [#LTS00044333](https://linksys.happyfox.com/staff/ticket/44333/) | 2026-06-05 20:50 | 3.80 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00132483](https://linksys.happyfox.com/staff/ticket/132483/) | 2026-06-05 21:33 | 1.40 | INBOUND | EA8300 | SETUP |