regin.magnetico@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 |
|---|---|---|---|---|---|
| 53 | 17m 4s | MX4200 | CONNECTIVITY | 53 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.70 | 53 |
| Protocol | 1.80 | 53 |
| Communication | 2.10 | 53 |
| Overall | 2.30 | 53 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 12 | 28m 59s | 2.45 | 3.25 | 1.75 | 2.17 | Outlier: 1.6x weekly median handle time |
| MR | 9 | 21m 31s | 2.04 | 2.67 | 1.33 | 1.89 | |
| EA | 8 | 20m 30s | 1.79 | 2.25 | 1.62 | 2.00 | |
| WHW | 9 | 19m 39s | 1.79 | 1.89 | 1.56 | 1.89 | |
| SPN | 9 | 19m 21s | 2.58 | 3.00 | 1.89 | 2.11 | |
| WRT | 2 | 16m 28s | 2.15 | 2.00 | 2.00 | 2.00 | |
| RE | 2 | 14m 28s | 3.00 | 3.50 | 2.00 | 2.50 | |
| E | 4 | 7m 41s | 2.02 | 3.00 | 2.00 | 2.00 | |
| MBE | 1 | 6m 37s | 1.00 | 1.00 | 1.00 | 1.00 | |
| LN | 1 | 5m 33s | 2.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- MX is the slowest family at 28m 59s; outlier: 1.6x weekly median handle time.
- MR is one of the slowest families at 21m 31s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 24 | 18m 50s | 2.10 | 2.50 | 1.80 | 2.00 | ✓ |
| SETUP | 9 | 18m 8s | 2.20 | 2.90 | 1.70 | 2.10 | ✓ |
| ACCESS | 8 | 16m 52s | 2.30 | 3.30 | 1.80 | 2.30 | ✓ |
| CONFIGURATION | 4 | 40m 13s | 1.80 | 2.00 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 0.20 vs. last week.
- Average handle time moved down by 1m 04s.
- Family swing: RE handle time moved down by 55m 02s vs. last week.
- Family swing: LN handle time moved down by 13m 51s vs. last week.
- Family swing: MX handle time moved up by 11m 20s vs. last week.
What Went Well
- Correct troubleshooting guidance for MX6200 node pairing
> "Perform 5-press pairing on the parent router, then add the node via the web interface."
#LTS00073871 — Strong performance in resolving node pairing issue on MX6200.
- Effective resolution of internet connectivity via power-cycle
> "Unplug both modem and router, wait 30 seconds, plug router first, then modem."
#LTS00132095 — Correctly guided a troubleshooting step (power-cycle) that resolved the customer's internet issue.
Growth Opportunities
- Incorrect model identification leading to wrong troubleshooting
> "Customer explicitly stated 'Velop System Pro 7', but agent assumed MBE7000 (Cognitive Mesh)."
#LTS00131582 — Always verify product model early; misidentification leads to invalid LED interpretation and troubleshooting paths. Next step: Confirm model and serial number before proceeding.
- Failure to follow mesh-node addition protocol
> "Agent did not guide through reset, pair button, or LED verification when adding a fifth node."
#LTS00131560 — Use standard mesh-node addition flow: factory reset node → pair via button (or 5-press for MR/LN) → confirm solid white LED → validate via app/UI. Next step: Practice the full mesh-node addition procedure in shadowing sessions.
Next Week's Focus
- Verify product model and serial number in the first 30 seconds of every call to avoid misdirected troubleshooting.
- Master mesh-node addition protocol — reset → pair → LED check → app/UI validation — and use it consistently for WHW, MX, and MR series.
- Apply browser-specific troubleshooting (cache clear, incognito mode, alternate browser) when customers report UI rendering issues.
- Document all steps taken in HappyFox to improve case continuity and reduce repeat contacts.
Technical Accuracy
Improvement
"Agent incorrectly identified the router model as MBE7000 instead of Velop Pro 7, leading to invalid troubleshooting steps such as asking irrelevant personal questions about the customer's son and birthplace."
#LTS00131582 — Model misidentification undermines accuracy and protocol adherence.
Improvement
"Agent failed to follow standard mesh-node addition flow (reset, pair button, LED verification) for adding a fifth node to the network."
#LTS00131560 — Skipping core steps risks unresolved issues and customer frustration.
Improvement
"Agent incorrectly cited scope of support by refusing to assist with a printer connectivity issue on a Linksys MX4200 mesh network."
#TE00132294 — Clarify support boundaries without refusing assistance; escalate when needed.
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.
#LTS00132015 — Use model-specific pairing procedures per KB.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00132294 — Resolved by Level 2
- What L1 saw: Customer reported inability to connect an HP OfficeJet Pro 8030 printer to a Linksys MX4200 mesh network. L1 attempted troubleshooting but misidentified admin URLs, confused password types, and ultimately refused assistance, stating the printer was a "third-party device."
- Why it escalated: L1 failed to collect product details, provided incorrect technical guidance, and did not escalate despite customer request.
- Related call chain: This was a repeat contact (customer called previously about the same router). L1 closed the prior call with an ISP referral, vague next steps, and unresolved status, forcing the customer to escalate later.
- What L2 did: L2 reviewed the case, confirmed the printer’s 2.4 GHz requirement, guided the customer through correct SSID selection, and provided step-by-step instructions for printer setup on the mesh network.
- Current state: Resolved — printer now connects and prints successfully.
- L1 learning points:
1. Collect model/serial early and verify warranty/support eligibility.
2. Guide band selection for printer compatibility (2.4 GHz vs. 5 GHz).
3. Escalate proactively when third-party device connectivity requires deeper diagnostics beyond L1 scope.
Coach Appendix
No additional coach-only appendix material was extracted this week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131573 | 2026-06-01 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Customer will call back later; no resolution provided. |
| #LTS00131572 | 2026-06-01 | 1.80 | INBOUND | WHW03 | SETUP | Agent promised to email a generic Wi‑Fi Fix-It guide; no further troubleshooting or resolution provided. |
| #LTS00131573 | 2026-06-01 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Customer to call back when at home so the agent can guide through local web‑interface troubleshooting. |
| #LTS00131578 | 2026-06-01 | 3.00 | INBOUND | SPNMX57CF | ACCESS | Customer to access router web interface at 192.168.1.1 from a computer/laptop and configure website blocking after receiving emailed instructions. |
| #LTS00131582 | 2026-06-01 | 1.00 | INBOUND | MBE7000 | SETUP | No resolution achieved; no next steps provided. Customer requires proper mesh diagnostics and potential reset. |
| #LTS00131584 | 2026-06-01 | 2.30 | INBOUND | MR8300 | ACCESS | Advised to use the Linksys Smart Wi‑Fi app for router management due to a suspected firmware-related web UI issue. No further troubleshooting or escalation was offered. |
| #LTS00082539 | 2026-06-01 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Customer will call back later; issue remains unresolved. |
| #LTS00131593 | 2026-06-01 | 1.00 | INBOUND | MR20MS | SETUP | No resolution provided; agent suggested calling back but gave no concrete instructions. |
| #LTS00128079 | 2026-06-01 | 3.30 | INBOUND | MX5500 | SETUP | Agent sent email with step-by-step router setup instructions and instructed the customer to contact ISP to resolve modem issue; customer may call back if router still fails after ISP resolution. |
| #LTS00131560 | 2026-06-01 | 2.30 | INBOUND | SPNMX55GC | CONNECTIVITY | Advise customer to factory-reset the node, use the pair button (or 5-press method) to add it, verify solid white LED, and confirm via the app or web UI. If still unsuccessful, schedule a follow-up. |
| #LTS00073871 | 2026-06-01 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | Node is now solid white; all five nodes are online. No further action needed. |
| #LTS00094243 | 2026-06-01 | 1.00 | INBOUND | WRT54GS2 | CONNECTIVITY | None provided; call ended abruptly. |
| #LTS00131646 | 2026-06-01 | 1.80 | INBOUND | E5350 | ACCESS | Agent suggested contacting phone manufacturer; no self-help resources, KB articles, or follow-up were offered. |
| #LTS00128369 | 2026-06-01 | 1.40 | OUTBOUND | EA7300 | CONFIGURATION | Scheduled a follow-up callback tomorrow between 10–12 am to continue troubleshooting. |
| #LTS00131664 | 2026-06-01 | 2.00 | INBOUND | LN1100 | ACCESS | Agent promised to email a Wi‑Fi password-change guide and offered paid support; no immediate fix was applied and no confirmation of next steps was obtained. |
| #LTS00131674 | 2026-06-01 | 1.50 | INBOUND | WHW03 | CONNECTIVITY | Agent recommended purchasing MX4200 system; no functional fix was confirmed. Customer declined further action and ended call. |
| #LTS00131691 | 2026-06-01 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Customer advised to power-cycle equipment (incorrect order), reinstall app, and monitor; no confirmed fix or valid escalation path established. |
| #LTS00131810 | 2026-06-02 | 2.30 | INBOUND | SPNMX55GC | ACCESS | Customer reset admin password but agent did not verify successful login; no model/serial collected; follow-up recommended. |
| #LTS00128369 | 2026-06-02 | 1.10 | OUTBOUND | EA7300 | CONFIGURATION | No resolution achieved. Customer left without a working fix or clear next step. Further troubleshooting using the Full Mesh Network Rebuild guide is required. |
| #LTS00128369 | 2026-06-02 | 2.20 | OUTBOUND | EA7300 | CONFIGURATION | Monitor network for 24–48 hours; call back at 213-289-3408 if instability continues. |
| #LTS00131836 | 2026-06-02 | 2.80 | INBOUND | MX5500 | SETUP | Node reached solid blue; second node added; advised firmware update; internet connectivity not confirmed; issue