# paolo.ebora@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 | | --- | --- | --- | --- | --- | --- | | 9 | 47m 16s | MX6200 | CONNECTIVITY | 7 | 5 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.37 | 9 | | Protocol | 1.44 | 9 | | Communication | 1.89 | 9 | | Overall | 1.87 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | Outlier: 2.9x weekly median handle time | | MX | 4 | 54m 18s | 1.70 | 1.50 | 1.25 | 2.00 | | | MR | 2 | 49m 22s | 2.65 | 3.00 | 2.00 | 2.00 | | | MBE | 3 | 7m 17s | 1.57 | 2.67 | 1.00 | 1.33 | | **Key Observations** - WHW is the slowest family at 150m 45s; outlier: 2.9x weekly median handle time. - MX is one of the slowest families at 54m 18s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 7 | 44m 17s | 1.73 | 2.43 | 1.29 | 1.86 | ✓ | | SETUP | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Protocol moved down 0.37 vs. last week. - Communication moved down 0.20 vs. last week. - Average handle time moved up by 4m 11s. - Family swing: MBE handle time moved down by 8m 51s vs. last week. ## What Went Well - **Effective resolution of wired speed bottleneck** > Correctly diagnosed the 10/100 link bottleneck via adapter status check ([44:00–45:00]), aligning with KB guidance on wired speed limitations. [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) - **Successful mesh node pairing** > Successfully guided customer to confirm network functionality via app showing 5 nodes and 23 devices at [41:00]. [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) --- ## Growth Opportunities - **Incorrect technical guidance and protocol adherence** > Provided wrong admin login method for Velop router (username/password) at [31:00], [32:00] — Velop uses password-only authentication. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) - **Next Step**: Always verify authentication requirements specific to the device model before instructing customers. - **Failure to collect critical product information** > Failed to collect product serial number or verify warranty status throughout the call. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) - **Next Step**: Implement a consistent opening script to capture essential product details (model, serial number, warranty status) early in every call. --- ## Next Week's Focus - **Implement a consistent opening script** to capture essential product details (model, serial number, warranty status) early in every call. - **Review and apply correct KB guidance for model-specific procedures**, especially for authentication and pairing methods. - **Focus on improving protocol adherence** by following documented troubleshooting flows and avoiding unnecessary steps. - **Practice efficient call control** to reduce handle times and improve customer experience. --- ## Technical Accuracy - **Improvement** > Incorrect login guidance for Velop router; should use password-only authentication per KB. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) - **Improvement** > Incorrect pairing method for WHW01; should use app/web UI pairing per KB. [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) - **Improvement** > Incorrect admin URL for MBE7000; should use myrouter.info per KB. [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) - **Strength** > Accurate diagnosis of wired speed bottleneck; aligned with KB guidance. [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) - **Strength** > Successfully resolved mesh node pairing issue; confirmed full network functionality. [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) --- ## Coaching Moments - **Improvement** > Provided wrong admin login method for Velop router (username/password) at [31:00], [32:00] — Velop uses password-only authentication. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) - **Improvement** > Incorrect pairing method for WHW01; should use app/web UI pairing per KB. [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) - **Improvement** > Incorrect admin URL for MBE7000; should use myrouter.info per KB. [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) --- ## Escalation Lessons: What L2 Did ### [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) — Resolved by Level 2 - **What L1 saw**: Customer reported a mesh child node stuck with a solid red LED and unable to pair. L1 attempted resets and reconfiguration but failed to follow standard protocols. - **Why it escalated**: The case was escalated due to unresolved issues and incorrect troubleshooting steps performed by L1. - **Related call chain**: This was a repeat contact involving multiple agents, highlighting a pattern of incomplete resolutions. - **What L2 did**: L2 reviewed the case, identified the need for proper mesh-rebuild procedures, and guided the customer through correct reset and pairing steps, resulting in resolution. - **Current state**: The case is resolved. - **L1 learning points**: - Always follow standard mesh-rebuild procedures (reset, 5-press, Pair button) for Velop devices. - Collect and verify product details (model, serial number, warranty status) early in the call. - Avoid unconventional reconfiguration steps that deviate from KB guidance. ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 saw**: Customer reported intermittent connectivity issues with an MX6200 mesh system. L1 attempted firmware reflash but provided inaccurate instructions and failed to verify resolution. - **Why it escalated**: The case was escalated due to unresolved issues and incorrect technical guidance provided by L1. - **Related call chain**: This was a repeat contact involving multiple agents, indicating a need for consistent and accurate troubleshooting. - **What L2 did**: L2 reviewed the case, identified the need for proper firmware reflash procedures, and guided the customer through correct steps, resulting in resolution. - **Current state**: The case is resolved. - **L1 learning points**: - Verify product model and warranty status before proceeding with firmware reflash. - Follow accurate and model-specific instructions for firmware reflash procedures. - Confirm resolution with the customer before closing the case. ### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2 - **What L1 saw**: Customer reported slow wired speeds on an MR8300 router. L1 identified a potential issue but did not collect essential product information or follow efficient troubleshooting steps. - **Why it escalated**: The case was escalated due to incomplete troubleshooting and missing product details. - **Related call chain**: This was a single contact, highlighting the need for thorough initial diagnostics. - **What L2 did**: L2 reviewed the case, identified the need for proper diagnostics (e.g., checking Ethernet adapter link speed), and guided the customer through correct steps, resulting in resolution. - **Current state**: The case is resolved. - **L1 learning points**: - Collect essential product information (model, serial number, warranty status) early in the call. - Follow efficient and model-specific troubleshooting steps to diagnose and resolve issues. - Validate resolution with the customer before closing the case. ### [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) — Pending with Level 2 - **What L1 saw**: Customer reported slow internet speed and inability to access the router admin page on an MBE7000. L1 provided incorrect guidance and abandoned the call without resolution. - **Why it escalated**: The case was escalated due to incorrect technical guidance and lack of resolution. - **Related call chain**: This was a repeat contact involving multiple agents, indicating a pattern of incomplete resolutions. - **What L2 did**: L2 reviewed the case, identified the need for proper diagnostics (e.g., verifying admin URL, checking LED status), and attempted to guide the customer through correct steps. However, the case remains unresolved. - **Current state**: The case is pending with Level 2. - **L1 learning points**: - Provide accurate and model-specific guidance for accessing the router admin page. - Follow proper troubleshooting steps and avoid abandoning calls without resolution. - Collect essential product information (model, serial number, warranty status) early in the call. ### [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) — Resolved by Level 2 - **What L1 saw**: Customer reported difficulty adding a new MX6200 node to an existing mesh network. L1 attempted basic troubleshooting but did not follow proper mesh pairing procedures. - **Why it escalated**: The case was escalated due to unresolved issues and incorrect troubleshooting steps performed by L1. - **Related call chain**: This was a repeat contact involving multiple agents, highlighting a pattern of incomplete resolutions. - **What L2 did**: L2 reviewed the case, identified the need for proper mesh pairing procedures (e.g., 5-press pairing), and guided the customer through correct steps, resulting in resolution. - **Current state**: The case is resolved. - **L1 learning points**: - Follow proper mesh pairing procedures (e.g., 5-press pairing) for MX series devices. - Collect and verify product details (model, serial number, warranty status) early in the call. - Avoid unconventional pairing methods that deviate from KB guidance. --- ## Coach Appendix - **Highest-signal weekly trend**: The agent struggled with collecting critical product information and applying correct model-specific procedures, leading to unresolved issues and escalations. Focus on improving initial diagnostics and adherence to KB guidance. - **Recurring pattern**: Inaccurate technical guidance and incomplete troubleshooting steps were common, particularly in connectivity and setup issues. Emphasize the importance of verifying product details and following documented procedures. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-01 19:04:21+00:00 | 1.0 | OUTBOUND | MX8500 | CONNECTIVITY | Abandoned or vague | | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-06-01 22:34:31+00:00 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | Pending resolution | | [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) | 2026-06-02 00:11:06+00:00 | 1.8 | INBOUND | WHW01 | SETUP | Likely fixed unconfirmed | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-02 22:08:03+00:00 | 3.5 | OUTBOUND | MR8300 | CONNECTIVITY | Closed with self-help | | [#LTS00130178](https://linksys.happyfox.com/staff/ticket/130178/) | 2026-06-03 00:43:35+00:00 | 1.8 | INBOUND | MR2000 | CONNECTIVITY | Pending resolution | | [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-04 18:21:04+00:00 | 1.1 | OUTBOUND | MX8500 | CONNECTIVITY | Abandoned or vague | | [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-04 22:19:41+00:00 | 1.3 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague | | [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) | 2026-06-04 22:38:40+00:00 | 1.6 | OUTBOUND | WHW01 | CONNECTIVITY | Abandoned or vague | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-05 23:40:44+00:00 | 1.8 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague | | [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) | 2026-06-06 00:22:26+00:00 | 3.3 | OUTBOUND | MX6200 | CONNECTIVITY | Closed correctly |