# rubierosa.levi@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 | | --- | --- | --- | --- | --- | --- | | 9 | 24m 50s | EA8100 | CONNECTIVITY | 9 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.11 | 9 | | Protocol | 1.89 | 9 | | Communication | 2.33 | 9 | | Overall | 2.33 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 3 | 63m 36s | 1.73 | 1.33 | 1.33 | 1.67 | Outlier: 2.9x weekly median handle time | | RE | 2 | 25m 27s | 2.80 | 3.50 | 2.00 | 3.00 | | | MR | 1 | 21m 53s | — | — | — | — | | | SPN | 2 | 16m 50s | 3.05 | 3.00 | 2.00 | 2.00 | | | MX | 1 | 8m 58s | 3.00 | 1.00 | 3.00 | 3.00 | | **Key Observations** - EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time. - RE is one of the slowest families at 25m 27s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 4 | 17m 30s | 2.20 | 1.75 | 1.75 | 2.25 | ✓ | | SETUP | 2 | 20m 0s | 2.80 | 2.50 | 1.50 | 2.50 | | | CONFIGURATION | 1 | 24m 43s | 2.80 | 3.00 | 2.00 | 3.00 | | | GENERAL INQUIRY | 1 | 17m 5s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ | | ACCESS | 1 | 19m 53s | 3.30 | 5.00 | 3.00 | 2.00 | | ## Week-over-Week Movement - Overall moved up 0.47 vs. last week. - Accuracy moved up 0.54 vs. last week. - Communication moved down 0.21 vs. last week. - Average handle time moved up by 5m 27s. - Family swing: SPN handle time moved down by 25m 52s vs. last week. - Family swing: MX handle time moved down by 9m 15s vs. last week. ## What Went Well > **Technical guidance on Wi-Fi password re-entry** > *"Provided correct technical guidance to delete and re-enter Wi-Fi network [08:00]. Confirmed customer’s report of connection and closed call appropriately [19:00]."* > [#LTS00132376](https://linksys.happyfox.com/staff/ticket/132376/) --- ## Growth Opportunities > **Incorrect technical guidance on router password recovery** > *"Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices."* > [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) > *Next step: Confirm device model and direct customers to model-specific KB articles before suggesting recovery methods.* > **Protocol violations and lack of case information collection** > *"Failed to collect essential product details (model, serial, warranty). Did not follow a logical troubleshooting sequence; jumped between steps."* > [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) > *Next step: Systematically gather model, serial, and warranty status at call start, then follow step-by-step KB-guided troubleshooting.* --- ## Next Week's Focus * Practice model-specific password recovery paths for Velop and non-Velop devices before suggesting resets * Implement a standardized opening script to capture model, serial, and warranty status on all calls * Use KB articles as primary troubleshooting guides for CONNECTIVITY issues; document steps taken * For unresolved cases, set clear follow-up actions (callback, email resources) before closing* --- ## Technical Accuracy **Improvement** *Incorrect technical guidance: recovery-key reset is not supported for MX4200 Velop routers. The correct method is factory reset or app re-pairing.* [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) **Improvement** *Provided wrong website URL ('Linksys wi-fi.com') instead of correct domain or status page for service outage. No escalation or self-help path provided.* [#LTS00131750](https://linksys.happyfox.com/staff/ticket/131750/) **Improvement** *Provided incorrect reset instructions ('RESETTER20') for FGW5500 router. No standard troubleshooting protocol followed.* [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) **Improvement** *Misidentified SPNM55 as SPMX55, leading to incorrect assumptions about device compatibility and irrelevant guidance (Verizon modems).* [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) **Improvement** *Provided incorrect IP addresses ([REDACTED_PHONE], [REDACTED_PHONE]) and omitted correct direct UI URL for EA8100 router admin access.* [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did *No escalated case learning was available for this report.* --- ## Coach Appendix *Highest-signal trend: EA product family calls consume 2.9x weekly median handle time with consistently low accuracy/protocol scores. Recurring pattern of model-specific technical guidance errors (password recovery, reset procedures) and incomplete case information collection. Prioritize model-specific KB adherence and structured information gathering in next coaching session.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) | 2026-06-01 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131749](https://linksys.happyfox.com/staff/ticket/131749/) | 2026-06-02 | 2.8 | INBOUND | RE6700 | CONFIGURATION | ✓ Likely resolved | | [#GI00131750](https://linksys.happyfox.com/staff/ticket/131750/) | 2026-06-02 | 1.1 | INBOUND | — | GENERAL INQUIRY | No clear path given | | [#LTS00131754](https://linksys.happyfox.com/staff/ticket/131754/) | 2026-06-02 | 2.8 | INBOUND | RE6400 | SETUP | ✓ Likely resolved | | [#LTS00131755](https://linksys.happyfox.com/staff/ticket/131755/) | 2026-06-02 | — | INBOUND | MR7350 | CONNECTIVITY | — | | [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) | 2026-06-03 | 1.0 | INBOUND | EA8100 | CONNECTIVITY | ⏳ Pending | | [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) | 2026-06-03 | 2.8 | INBOUND | SPNMX55 | SETUP | Customer declined path | | [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) | 2026-06-05 | 1.4 | OUTBOUND | EA8100 | CONNECTIVITY | ↻ Callback set | | [#LTS00132376](https://linksys.happyfox.com/staff/ticket/132376/) | 2026-06-05 | 3.3 | INBOUND | SPNM60TB | ACCESS | ✓ Resolved |