# riojene.ladera@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 | | --- | --- | --- | --- | --- | --- | | 31 | 11m 41s | EA7500 | ACCESS | 31 | 3 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.80 | 31 | | Protocol | 1.70 | 31 | | Communication | 2.00 | 31 | | Overall | 2.20 | 31 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 2 | 39m 52s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 3.6x weekly median handle time | | EA | 6 | 16m 46s | 2.02 | 1.50 | 1.50 | 1.83 | Outlier: 1.5x weekly median handle time | | WHW | 5 | 11m 45s | 2.20 | 3.40 | 1.40 | 1.80 | | | MR | 5 | 11m 10s | 2.80 | 3.20 | 1.40 | 2.40 | | | MX | 7 | 9m 24s | 2.07 | 3.29 | 1.57 | 1.71 | | | OTHER | 1 | 8m 15s | 1.10 | 1.00 | 1.00 | 2.00 | | | E | 7 | 7m 46s | 2.37 | 2.86 | 1.86 | 2.00 | | **Key Observations** - LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time. - EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 10 | 11m 52s | 2.20 | 3.00 | 1.60 | 2.00 | ✓ | | SETUP | 8 | 11m 20s | 1.80 | 2.30 | 1.30 | 1.90 | ✓ | | CONNECTIVITY | 7 | 12m 10s | 2.20 | 3.10 | 1.70 | 2.00 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.51 vs. last week. - Average handle time moved down by 6m 39s. - Family swing: MX handle time moved down by 13m 31s vs. last week. - Family swing: E handle time moved down by 13m 21s vs. last week. - Family swing: WHW handle time moved down by 8m 59s vs. last week. ## What Went Well > **Clear communication of warranty status** > "Accurately communicated warranty expiration and support options." > [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) > [#GI00131685](https://linksys.happyfox.com/staff/ticket/131685/) > **Provided correct router access URLs** > "Provided fully correct router access URLs (myrouter.local and [REDACTED_PHONE]) per the KB." > [#LTS00131641](https://linksys.happyfox.com/staff/ticket/131641/) --- ## Growth Opportunities > **Incorrect technical guidance** > "Claimed Wi-Fi 4 router cannot work with Wi-Fi 7 modem (false; no technical incompatibility exists)." > [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) > _What better looks like: Validate modem-router compatibility using KB guidelines before advising replacements._ > **Failure to perform basic troubleshooting** > "Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE])." > [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) > [#LTS00131627](https://linksys.happyfox.com/staff/ticket/131627/) > _What better looks like: Always verify WAN connectivity and run basic diagnostics before escalating or closing calls._ --- ## Next Week's Focus - Confirm WAN connectivity (WAN LED, cable integrity, ISP signal) before declaring router issues. - Use KB articles for self-help guidance when customers decline paid support. - Document all troubleshooting steps and outcomes clearly in HappyFox. - Validate product compatibility using official matrices before recommending replacements. --- ## Technical Accuracy **Improvement** _Incorrectly stated EA7500 V2 receives no firmware updates (false; updates are available on support.linksys.com)._ [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) **Improvement** _Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE])._ [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) **Improvement** _Provided an invalid and potentially phishing-like support URL._ [#LTS00131696](https://linksys.happyfox.com/staff/ticket/131696/) **Improvement** _Used 5-press pairing method on LN1600, which is not supported per KB._ [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) **Improvement** _Provided malformed URL using HTTPS for local admin access, which is incorrect._ [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) --- ## Coaching Moments _No additional coaching moments were extracted after the technical review._ --- ## Escalation Lessons: What L2 Did ### [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) — Resolved by Level 2 - **What L1 saw:** Customer with three houses wanted additional device for MBE7000; advised LN1600 purchase and explained differences. - **Why it escalated:** L1 closed the case without resolving mesh compatibility concerns or providing valid self-help paths. - **Related call chain:** Initial inquiry (overall 1.8), escalation call (overall 1.8), outbound follow-up (overall 1.8). - **What L2 did:** Verified mesh compatibility, provided correct pairing procedures, and clarified that LN1600 cannot mesh with MBE7000. - **Current state:** Resolved. - **L1 learning points:** Confirm mesh compatibility before advising upgrades; use KB to validate device support; provide self-help resources for out-of-warranty customers. ### [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) — Resolved by Level 2 - **What L1 saw:** Customer unable to access WHW03 web UI; blank blue screen with missing JavaScript files. - **Why it escalated:** L1 provided incorrect URLs and claimed a non-existent Linux web update caused the issue. - **Related call chain:** Initial access attempt (overall 1.8), escalation (overall 1.8). - **What L2 did:** Guided customer through cache clearance, correct URL syntax (HTTP only), and browser compatibility checks; confirmed firmware version. - **Current state:** Resolved. - **L1 learning points:** Use HTTP for local admin access; avoid claiming unsupported causes; follow standard UI access troubleshooting flow. ### [#TE00132487](https://linksys.happyfox.com/staff/ticket/132487/) — Resolved by Level 2 - **What L1 saw:** MX5300 customer couldn’t separate Wi-Fi bands; UI redirected to Velop page. - **Why it escalated:** L1 failed to access the UI and provided no band-separation steps. - **Related call chain:** Single escalation call (overall 2.6). - **What L2 did:** Accessed UI via correct URL, guided through band separation settings, and verified SSID configuration. - **Current state:** Resolved. - **L1 learning points:** Provide direct UI URLs; guide customers through band separation; verify UI access before escalation. --- ## Coach Appendix _Frontline-heavy week with 29 LTS queue calls vs 2 TE-owned calls. Key trends: inconsistent technical guidance (firmware updates, pairing methods), incomplete basic troubleshooting (WAN checks), and insufficient self-help paths. Focus next week: reinforce KB validation, standard troubleshooting flows, and clear closure hygiene._ --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131603](https://linksys.happyfox.com/staff/ticket/131603/) | 2026-06-01 14:21 | 1.0 | INBOUND | EA7300 | SETUP | No resolution provided | | [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) | 2026-06-01 14:57 | 1.4 | INBOUND | EA7500 | SETUP | Incorrectly closed | | [#LTS00131627](https://linksys.happyfox.com/staff/ticket/131627/) | 2026-06-01 15:30 | 1.8 | INBOUND | E1200 | ACCESS | No clear next step | | [#LTS00131641](https://linksys.happyfox.com/staff/ticket/131641/) | 2026-06-01 16:52 | 2.8 | INBOUND | EA8300 | ACCESS | Closed with self-help | | [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) | 2026-06-01 17:22 | 3.8 | INBOUND | MR8300 | CONFIGURATION | Closed with self-help | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 19:03 | 1.8 | INBOUND | MX2000 | SETUP | Customer ended call | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 19:07 | 1.8 | INBOUND | MX2000 | SETUP | Call ended without action | | [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) | 2026-06-01 20:02 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | Customer declined paid support | | [#GI00131685](https://linksys.happyfox.com/staff/ticket/131685/) | 2026-06-01 20:30 | 3.9 | INBOUND | | GENERAL INQUIRY | Closed with self-help | | [#LTS00131696](https://linksys.happyfox.com/staff/ticket/131696/) | 2026-06-01 20:41 | 1.1 | INBOUND | LRT224 | CONNECTIVITY | Directed to invalid URL | | [#LTS00131701](https://linksys.happyfox.com/staff/ticket/131701/) | 2026-06-01 21:12 | 2.8 | INBOUND | MX8500 | ACCESS | Closed with self-help | | [#LTS00131707](https://linksys.happyfox.com/staff/ticket/131707/) | 2026-06-01 21:29 | 1.8 | INBOUND | E5400 | SETUP | Advised to purchase newer router | | [#LTS00131710](https://linksys.happyfox.com/staff/ticket/131710/) | 2026-06-01 23:02 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Advised to purchase newer router | | [#LTS00013482](https://linksys.happyfox.com/staff/ticket/13482/) | 2026-06-01 23:01 | 1.8 | INBOUND | WHW01 | CONNECTIVITY | Call ended without action | | [#LTS00131825](https://linksys.happyfox.com/staff/ticket/131825/) | 2026-06-02 14:55 | 1.6 | INBOUND | E5400 | SETUP | Agent will email steps | | [#LTS00131845](https://linksys.happyfox.com/staff/ticket/131845/) | 2026-06-02 15:46 | 1.6 | INBOUND | MX4200 | ACCESS | Advised to use router password | | [#LTS00132278](https://linksys.happyfox.com/staff/ticket/132278/) | 2026-06-02 16:59 | 2.8 | INBOUND | E5350 | ACCESS | Sent email with guide | | [#LTS00132323](https://linksys.happyfox.com/staff/ticket/132323/) | 2026-06-02 21:35 | 2.8 | INBOUND | EA8100 | ACCESS | Sent email with instructions | | [#LTS00132426](https://linksys.happyfox.com/staff/ticket/132426/) | 2026-06-05 15:54 | 2.8 | INBOUND | MX8500 | ACCESS | Use LAN port, log out/in | | [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-05 19:58 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Sent email with steps | | [#LTS00132470](https://linksys.happyfox.com/staff/ticket/132470/) | 2026-06-05 20:11 | 2.8 | INBOUND | MR7350 | SETUP | Sent email with steps | | [#LTS00132480](https://linksys.happyfox.com/staff/ticket/132480/) | 2026-06-05 21:16 |