# 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](https://linksys.happyfox.com/staff/ticket/73871/) — 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](https://linksys.happyfox.com/staff/ticket/132095/) — 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](https://linksys.happyfox.com/staff/ticket/131582/) — 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](https://linksys.happyfox.com/staff/ticket/131560/) — 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 1. **Verify product model and serial number in the first 30 seconds** of every call to avoid misdirected troubleshooting. 2. **Master mesh-node addition protocol** — reset → pair → LED check → app/UI validation — and use it consistently for WHW, MX, and MR series. 3. **Apply browser-specific troubleshooting** (cache clear, incognito mode, alternate browser) when customers report UI rendering issues. 4. **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](https://linksys.happyfox.com/staff/ticket/131582/) — 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](https://linksys.happyfox.com/staff/ticket/131560/) — 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](https://linksys.happyfox.com/staff/ticket/132294/) — 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](https://linksys.happyfox.com/staff/ticket/132015/) — 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](https://linksys.happyfox.com/staff/ticket/132294/) — 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](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Customer will call back later; no resolution provided. | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 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](https://linksys.happyfox.com/staff/ticket/131573/) | 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](https://linksys.happyfox.com/staff/ticket/131578/) | 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](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 | 1.00 | INBOUND | MBE7000 | SETUP | No resolution achieved; no next steps provided. Customer requires proper mesh diagnostics and potential reset. | | [#LTS00131584](https://linksys.happyfox.com/staff/ticket/131584/) | 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](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-01 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Customer will call back later; issue remains unresolved. | | [#LTS00131593](https://linksys.happyfox.com/staff/ticket/131593/) | 2026-06-01 | 1.00 | INBOUND | MR20MS | SETUP | No resolution provided; agent suggested calling back but gave no concrete instructions. | | [#LTS00128079](https://linksys.happyfox.com/staff/ticket/128079/) | 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](https://linksys.happyfox.com/staff/ticket/131560/) | 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](https://linksys.happyfox.com/staff/ticket/73871/) | 2026-06-01 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | Node is now solid white; all five nodes are online. No further action needed. | | [#LTS00094243](https://linksys.happyfox.com/staff/ticket/94243/) | 2026-06-01 | 1.00 | INBOUND | WRT54GS2 | CONNECTIVITY | None provided; call ended abruptly. | | [#LTS00131646](https://linksys.happyfox.com/staff/ticket/131646/) | 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](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-01 | 1.40 | OUTBOUND | EA7300 | CONFIGURATION | Scheduled a follow-up callback tomorrow between 10–12 am to continue troubleshooting. | | [#LTS00131664](https://linksys.happyfox.com/staff/ticket/131664/) | 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](https://linksys.happyfox.com/staff/ticket/131674/) | 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](https://linksys.happyfox.com/staff/ticket/131691/) | 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](https://linksys.happyfox.com/staff/ticket/131810/) | 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](https://linksys.happyfox.com/staff/ticket/128369/) | 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](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-02 | 2.20 | OUTBOUND | EA7300 | CONFIGURATION | Monitor network for 24–48 hours; call back at 213-289-3408 if instability continues. | | [#LTS00131836](https://linksys.happyfox.com/staff/ticket/131836/) | 2026-06-02 | 2.80 | INBOUND | MX5500 | SETUP | Node reached solid blue; second node added; advised firmware update; internet connectivity not confirmed; issue