# rhea.canazares@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 35m 43s | MX2000 | CONNECTIVITY | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 35m 43s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve accuracy in providing correct technical information (e.g., router IP address).
- Follow model-specific troubleshooting protocols for mesh systems.
- Collect necessary customer information (serial number, warranty status) during calls.

## What Went Well

- **Acknowledged customer frustration and guided speed testing**  
  The agent recognized the customer's frustration around slow wireless speeds and guided them through speed tests to establish a baseline for comparison.  
  [#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

## Growth Opportunities

- **Provide correct router IP address and follow mesh-specific troubleshooting**  
  The agent provided an incorrect router IP address and missed key mesh-specific troubleshooting steps (e.g., node reset, channel scan, placement check). Moving forward, always verify the correct admin URL (e.g., `192.168.1.1` or `myrouter.local`) and follow the MX mesh troubleshooting guide step-by-step.  
  [#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

- **Collect essential customer information (serial number, warranty status)**  
  Despite the context of paid support, the agent did not collect the serial number or verify warranty status. Always gather this information early to ensure proper support eligibility and documentation.  
  [#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

## Next Week's Focus

1. **Practice mesh-specific troubleshooting flows** — Review and rehearse the MX mesh troubleshooting guide, especially node reset procedures, channel scans, and optimal node placement tips.
2. **Verify router admin access details** — Confirm the correct admin URL/IP before sharing it with the customer and cross-check against the KB.
3. **Standardize information collection** — Begin every paid support call by asking for the serial number and confirming warranty status; document this in the ticket.
4. **Set clear follow-up expectations** — When customers self-declare resolution, schedule a formal callback or follow-up to verify that the issue remains resolved.

## Technical Accuracy

### **Improvement**  
> Provided wrong admin URL/IP address ([REDACTED_PHONE]) at [24:00], contradicting KB (should be [REDACTED_PHONE] or myrouter.local).  
No serial number, warranty status, or case documentation collected despite paid support context.  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

### **Improvement**  
> Failed to follow mesh-specific troubleshooting guide (e.g., node reset, channel scan, placement check).  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.

## Coaching Moments

### **Strength**  
The agent acknowledged the customer's frustration and guided them through speed tests to establish a baseline for comparison. This helped the customer feel heard and provided measurable data to work from.  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

## Coach Appendix

- The week’s single call highlights a critical need for improved technical accuracy and adherence to mesh-specific troubleshooting protocols. Focus on correct information delivery (e.g., router IP addresses) and systematic data collection (serial number, warranty status) to strengthen first-contact resolution capabilities.
- The agent’s strengths in customer acknowledgment and guided testing should be reinforced, while technical gaps in mesh troubleshooting and information gathering require targeted practice and KB review.

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/) | 2026-06-04 18:52:03+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |