# paulo.real@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 |
| --- | --- | --- | --- | --- | --- |
| 11 | 28m 42s | MX6200 | CONNECTIVITY | 9 | 5 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.36 | 11 |
| Protocol | 1.73 | 11 |
| Communication | 2.00 | 11 |
| Overall | 2.05 | 11 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| EA | 1 | 73m 2s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 2.5x weekly median handle time |
| MX | 4 | 35m 28s | 2.05 | 2.00 | 1.75 | 1.75 |  |
| WHW | 3 | 29m 31s | 2.40 | 3.00 | 2.00 | 2.33 |  |
| OTHER | 1 | 9m 54s | 3.10 | 5.00 | 2.00 | 2.00 |  |
| MR | 2 | 6m 26s | 1.35 | 1.00 | 1.50 | 1.50 |  |

**Key Observations**
- EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time.
- MX is one of the slowest families at 35m 28s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 5 | 20m 35s | 1.80 | 2.40 | 1.80 | 1.80 | ✓ |
| SETUP | 4 | 40m 25s | 1.70 | 1.00 | 1.50 | 2.00 | ✓ |
| ACCESS | 1 | 6m 43s | 2.70 | 4.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Accuracy moved down 0.30 vs. last week.
- Communication moved down 0.23 vs. last week.
- Average handle time moved down by 2m 07s.
- Family swing: EA handle time moved up by 31m 03s vs. last week.
- Family swing: WHW handle time moved up by 21m 20s vs. last week.
- Family swing: OTHER handle time moved down by 8m 44s vs. last week.

## What Went Well

1. **Accurate troubleshooting guidance in MX6200 setup**  
   Paulo successfully guided a customer through MX6200 setup by resetting the admin password using the recovery key and completing Wi‑Fi configuration, confirming functionality at the end of the call.  
   [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/)

2. **Professional communication in refund handling**  
   During a WUSB6300 v2 adapter refund request, Paulo clearly communicated the $4.99 prorated refund amount, apologized for the inconvenience, and maintained a respectful tone despite customer frustration.  
   [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/)

---

## Growth Opportunities

1. **Correct recovery‑key and factory‑reset procedures**  
   > *“EA9500 doesn’t have a recovery key; you’ll need to do a full factory reset.”*  
   Paulo incorrectly dismissed the recovery key on EA9500 and provided no step‑by‑step reset instructions, leaving the customer unsupported. **Next step:** Always verify recovery‑key eligibility via KB before recommending resets, and provide clear, model‑specific reset steps (e.g., 10‑second hold for EA9500).  
   [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/)

2. **Accurate reset procedures and model identification**  
   > *“Hold the reset button for 20 seconds until the light turns off, then release.”*  
   Paulo misdirected WHW01 reset procedures (should be 10‑second hold for solid blue) and misidentified WHW01 nodes as WHW03, causing unresolved connectivity. **Next step:** Confirm device model first, then follow model‑specific reset guides (e.g., 10‑second reset for WHW01/WHW03, 5‑press for MX6200).  
   [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) and [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/)

---

## Next Week's Focus

- Verify product model and warranty status **before** recommending resets or refunds.
- Use model‑specific reset guides: 10‑second hold for WHW01/WHW03, 5‑press for MX6200, recovery key for EA9500/EA8300.
- Document all troubleshooting steps in HappyFox to enable clean L2 handoffs.
- Proactively offer self‑help resources (KB articles, reset guides) for setup and connectivity issues.

---

## Technical Accuracy

**Improvement**  
> *Agent incorrectly stated EA9500 lacks recovery-key functionality, contradicting KB guidance.*  
Agent incorrectly dismissed the recovery key on EA9500 and provided no step‑by‑step reset instructions, leaving the customer unsupported.  
[#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/)

**Improvement**  
> *Agent instructed a 20-second factory reset instead of the correct 10-second reset for EA8300.*  
Agent provided incorrect reset duration for EA8300, increasing customer confusion and failure risk.  
[#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/)

**Improvement**  
> *Agent used invalid IP address for WHW03 admin access, leading to failed troubleshooting.*  
Agent directed customer to an incorrect IP address, preventing successful router access.  
[#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/)

**Improvement**  
> *Agent misinstructed reset procedure for WHW01 nodes, leading to unresolved connectivity issues.*  
Agent provided a non‑existent reset sequence for WHW01, causing persistent red‑light issues.  
[#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/)

**Strength**  
> *Agent effectively guided customer through MX6200 setup and resolution.*  
Agent correctly executed MX6200 setup steps, including recovery‑key password reset and Wi‑Fi configuration.  
[#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/)

---

## Coaching Moments

**Strength**  
> *“I’ve reset the admin password using the recovery key on the label. Let’s try logging in now.”*  
Clear, model‑specific guidance that restored access and resolved the issue.  
[#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/)

**Improvement**  
> *“The WUSB6300 is discontinued, so we can offer a $4.99 prorated refund.”*  
Professional handling of a refund request with clear communication of terms.  
[#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/)

---

## Escalation Lessons: What L2 Did

### [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Resolved by Level 2

- **What L1 saw:** Customer couldn’t access EA9500 admin page after forgetting password; provided recovery key (40150).  
- **Why it escalated:** L1 incorrectly claimed EA9500 has no recovery key, advised unsupported full reset without steps, and misstated end-of-support date.  
- **Related call chain:** Three prior L1 calls (May 26, June 1, June 2) all ended with unresolved issues and incorrect guidance.  
- **What L2 did:** Verified recovery key validity, provided 10‑second reset steps, confirmed warranty status, and guided successful recovery.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Confirm recovery-key eligibility via KB before dismissing it.  
  2. Always provide model‑specific reset instructions (e.g., 10‑second hold for EA9500).  
  3. Verify warranty status before stating product support timelines.

### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2

- **What L1 saw:** EA8300 showing solid orange light, unable to access admin page after factory reset.  
- **Why it escalated:** L1 instructed unsupported 20‑second reset and incorrect “admin” password for SPNM device.  
- **Related call chain:** One prior L1 call (June 1) ended with escalation due to unresolved connectivity.  
- **What L2 did:** Directed correct 10‑second reset, provided myrouter.local access, and validated modem-to-router connection.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Use 10‑second reset for EA8300, not 20‑second.  
  2. Default password for SPNM is “admin/admin,” not “admin” alone.  
  3. Isolate router from modem to test connectivity.

### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — Resolved by Level 2

- **What L1 saw:** WHW03 mesh nodes flashing red/purple after ISP change; app failed to connect.  
- **Why it escalated:** L1 used invalid IP address ([REDACTED_PHONE]) and unsupported 5‑press reset on WHW03.  
- **Related call chain:** One prior L1 call (June 2) ended with escalation due to misidentified WHW01 as WHW03.  
- **What L2 did:** Guided 10‑second factory reset, provided myrouter.info access, and re‑paired nodes via app.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Use 10‑second reset for WHW03, not 5‑press.  
  2. Correct admin URLs are 192.168.1.1 or myrouter.info, not customer‑specific IPs.  
  3. Confirm mesh topology before troubleshooting (parent vs. child node status).

### [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) — Resolved by Level 2

- **What L1 saw:** WHW03 customer unable to access admin UI to separate Wi‑Fi bands.  
- **Why it escalated:** L1 provided URL workaround but didn’t verify network access or guide factory reset.  
- **Related call chain:** One prior L1 call (June 3) ended with escalation due to unresolved UI access.  
- **What L2 did:** Confirmed local network access, provided KB URL, and guided factory reset if needed.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Verify customer can reach router on local network before suggesting URLs.  
  2. Walk through factory reset steps if URL fails (10‑second hold, reconnect, access via myrouter.info).  
  3. Collect model/serial number to confirm warranty and support eligibility.

### [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) — Resolved by Level 2

- **What L1 saw:** WUSB6300 v2 adapter with intermittent disconnects on Windows 11; customer requested refund.  
- **Why it escalated:** L1 didn’t verify warranty or collect proof of purchase before offering refund.  
- **Related call chain:** One prior L1 call (June 5) ended with escalation due to unsupported hardware claim.  
- **What L2 did:** Confirmed product discontinuation, offered prorated refund with return shipping terms, and documented decline.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Always verify warranty status and collect serial/purchase proof before offering refunds.  
  2. Provide clear RMA/return process details, including shipping responsibilities.  
  3. Escalate to manager for high‑frustration cases when customer rejects standard resolution.

---

## Coach Appendix

- **Weekly trend:** Accuracy and communication scores dipped vs. last week, driven by incorrect technical guidance on resets and model identification. Handle times improved, but complex EA and WHW cases remain time-intensive.  
- **Key pattern:** Recurring issues with recovery-key eligibility checks, reset procedure accuracy, and model-specific troubleshooting. Escalations often involve unresolved mesh or setup cases where L1 documentation was incomplete.  
- **Next coaching focus:** Reinforce model-specific reset guides, emphasize warranty verification before refunds, and standardize escalation documentation for mesh systems.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-01 | 1.7 | INBOUND | MR5500 | CONNECTIVITY | Agent suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved. |
| [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 | 1.4 | OUTBOUND | EA8300 | SETUP | Advised customer to contact ISP (Spectrum) to resolve modem connectivity issue. No follow-up mechanism or self-help resources provided. |
| [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-02 | 1.0 | INBOUND | MR5500 | CONNECTIVITY | No resolution or next step provided; agent incorrectly dismissed support eligibility. |
| [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) | 2026-06-02 | 1.7 | OUTBOUND | WHW03 | SETUP | Escalate to senior support for correct WHW03 troubleshooting: perform 10-second factory reset, use 192.168.1.1 or myrouter.info, verify WAN connection, and re-pair nodes via app. |
| [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | 2026-06-04 | 2.7 | OUTBOUND | WHW03 | ACCESS | Agent will email the KB article and escalation number; customer may perform a factory reset if the URL continues to fail. |
| [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) | 2026-06-04 | 2.8 | INBOUND | MX6200 | SETUP | ✓ Resolved |
| [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) | 2026-06-05 | 3.1 | INBOUND | WUSB6300 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132502](https://linksys.happyfox.com/staff/ticket/132502/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | SETUP | Offered to email a step‑by‑step re‑configuration article; customer declined paid support. |
| [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Advised that the device is out of warranty and may need replacement; no functional fix achieved. |
| [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | No clear path given |