# trecia.malunjao@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 | | --- | --- | --- | --- | --- | --- | | 8 | 11m 33s | SPNM60CF | ACCESS | 8 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.88 | 8 | | Protocol | 1.88 | 8 | | Communication | 2.00 | 8 | | Overall | 2.27 | 8 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | | | SPN | 6 | 15m 29s | 2.20 | 2.00 | 1.83 | 2.00 | | | WHW | 2 | 12m 46s | 2.90 | 3.00 | 2.00 | 2.50 | | | WRT | 1 | 10m 42s | 1.80 | 5.00 | 2.00 | 1.00 | | **Key Observations** - MX is one of the slowest families at 19m 23s. - SPN is one of the slowest families at 15m 29s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 3 | 6m 26s | 3.00 | 2.33 | 2.00 | 2.67 | | | CONFIGURATION | 2 | 28m 7s | 2.40 | 2.50 | 2.00 | 2.00 | | | CONNECTIVITY | 2 | 13m 17s | 1.20 | 1.00 | 1.50 | 1.50 | ✓ | | SETUP | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Overall moved down 0.16 vs. last week. - Average handle time moved down by 15m 02s. - Family swing: SPN handle time moved down by 18m 57s vs. last week. - Family swing: WHW handle time moved down by 16m 43s vs. last week. - Family swing: MX handle time moved down by 5m 43s vs. last week. ## What Went Well 1. **Accurate device identification and model-specific guidance** > *"Your device is a SPM60. It's from communi..."* [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) - Correctly identified SPNM60 as a Community Fibre unit and directed to model-specific recovery flow. 2. **Effective mesh network troubleshooting** > *"Performed 5-press reset on parent node... Connected phone to default Velop Setup SSID..."* [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) - Used KB-aligned 5-press reset for MX6200 and guided successful firmware update initiation. --- ## Growth Opportunities 1. **Avoid model-specific admin URL errors** > *"Instructed customer to open a browser and navigate to incorrect IP addresses ([REDACTED_PHONE] and [REDACTED_PHONE])"* [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) **Next step:** Always verify the correct admin URL (e.g., `myrouter.info` for SPNMX-series) before guiding login attempts. 2. **Strengthen IPv6 and DNS guidance** > *"Stated disabling IPv6 should not affect UI access – contrary to KB... Provided incorrect DNS entry guidance: '8 on each box and 8884'"* [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) **Next step:** Reference KB procedures for IPv6 disable/re-enable on SPNM60 and validate DNS entries against IP format standards. --- ## Next Week's Focus 1. **Double-check model-specific admin URLs** before any login guidance — keep a quick-reference sheet handy. 2. **Practice structured connectivity diagnostics**: verify WAN status, run speed tests, and document LED states before escalating. 3. **Use model-specific KB articles** for SPN/WHW/WRT devices to reduce guesswork in password resets and setup flows. 4. **Confirm resolution** before closing: always ask the customer to validate access/post-change functionality. --- ## Technical Accuracy ### **Improvement** > *"Provided inaccurate default admin password information: claimed it is the Wi‑Fi name, which is false for SPNM60 per KB."* [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) - **Note:** SPNM60 default credentials are `admin/admin` — never the Wi‑Fi name. Always cross-check KB before stating defaults. ### **Improvement** > *"Provided incorrect router admin URL ([REDACTED_PHONE]) for SPNMX-series device, which requires myrouter.info per KB."* [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) - **Note:** SPNMX-series devices use `myrouter.info` for local admin access — avoid generic IP assumptions. ### **Improvement** > *"Dismissed valid IPv6 impact on SPNM60 and provided invalid DNS guidance ('8 on each box and 8884'), leading to 'invalid parameters' error."* [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) - **Note:** Disabling IPv6 on SPNM60 can block UI access per KB. DNS fields require valid IP addresses (e.g., `8.8.8.8`, not `8`). ### **Strength** > *"Correctly used the 5-press reset method for MX6200 mesh nodes per KB and guided customer to connect to the default 'Velop Setup' SSID."* [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) - **Note:** 5-press reset is the KB-recommended method for MX6200 mesh nodes — great adherence. --- ## Coaching Moments **Improvement** > *"Failed to provide the correct local admin URL (myrouter.local or myrouter.info) for WHW01 model, which is essential for login and setup recovery."* [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) - **Note:** WHW01 requires `myrouter.local` or `myrouter.info` — always confirm URL before guiding app/web UI access. **Improvement** > *"Did not verify WAN/internet connectivity or check physical cabling between modem and router."* [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) - **Note:** Physical layer checks are foundational — add them to your initial diagnostic script. --- ## Escalation Lessons: What L2 Did No escalated case learning was available for this report. --- ## Coach Appendix *Internal context only:* - **Top trend:** SPN model handling remains time-intensive with accuracy gaps — prioritize KB review for SPNM60/SPNMX series. - **Recurring pattern:** Admin URL and DNS guidance errors suggest need for model-specific script reinforcement. - **Positive signal:** Mesh troubleshooting (MX6200) shows strong KB adherence — replicate this approach across product families. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 09:46 | 3.00 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 10:04 | 3.00 | INBOUND | SPNM60CF | ACCESS | ✓ Likely resolved | | [#LTS00131557](https://linksys.happyfox.com/staff/ticket/131557/) | 2026-06-01 10:07 | 3.00 | INBOUND | SPNM62CF | CONFIGURATION | ⏳ Pending | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:29 | 1.00 | INBOUND | SPNMX55GC | CONNECTIVITY | — | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:39 | 1.40 | INBOUND | SPNMX55GC | CONNECTIVITY | ↻ Callback set | | [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) | 2026-06-01 14:23 | 3.00 | INBOUND | WHW01 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) | 2026-06-01 14:49 | 1.80 | INBOUND | SPNM60CF | CONFIGURATION | ↻ Callback set | | [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) | 2026-06-01 15:15 | 2.20 | INBOUND | MX6200 | SETUP | ↻ Callback set |