# deneive.luar@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 | | --- | --- | --- | --- | --- | --- | | 43 | 12m 3s | MX6200 | CONNECTIVITY | 43 | — | ## Work Mix Lens - Frontline-heavy week: 49 LTS queue calls vs 0 TE-owned calls. - Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 43 | | Protocol | 1.70 | 43 | | Communication | 2.30 | 43 | | Overall | 2.20 | 43 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 13 | 22m 21s | 2.34 | 1.85 | 1.77 | 2.15 | Outlier: 1.9x weekly median handle time | | WHW | 7 | 16m 2s | 1.94 | 2.43 | 1.43 | 2.00 | | | MR | 3 | 15m 8s | 2.10 | 3.00 | 1.33 | 1.67 | | | EA | 15 | 11m 41s | 2.23 | 1.73 | 1.87 | 2.20 | | | OTHER | 4 | 11m 15s | 2.62 | 2.75 | 1.75 | 2.75 | | | E | 6 | 10m 42s | 1.98 | 1.33 | 1.67 | 2.17 | | | WRT | 2 | 10m 12s | 2.50 | 3.00 | 1.50 | 3.00 | | | MBE | 1 | 8m 14s | 1.50 | 5.00 | 1.00 | 1.00 | | **Key Observations** - MX is the slowest family at 22m 21s; outlier: 1.9x weekly median handle time. - WHW is one of the slowest families at 16m 2s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 13m 45s | 2.10 | 2.20 | 1.70 | 2.20 | ✓ | | SETUP | 11 | 14m 23s | 2.20 | 2.30 | 1.80 | 2.30 | ✓ | | HARDWARE | 6 | 10m 34s | 2.00 | 2.80 | 1.70 | 2.20 | ✓ | | ACCESS | 4 | 10m 39s | 2.00 | 2.80 | 1.80 | 2.50 | ✓ | ## Week-over-Week Movement - Accuracy moved down 0.26 vs. last week. - Communication moved down 0.16 vs. last week. - Average handle time moved up by 2m 26s. - Family swing: OTHER handle time moved up by 4m 16s vs. last week. ## What Went Well 1. **Accurate product identification** > Correctly identified the product model as EA6350 based on serial number provided at [04:00]. [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) 2. **Clear communication of warranty status** > Clearly communicated the out-of-warranty status and offered a paid-support option at [11:00], setting proper expectations. [#LTS00131289](https://linksys.happyfox.com/staff/ticket/131289/) --- ## Growth Opportunities 1. **Incorrect technical guidance on reset procedures** > Provided incorrect factory reset duration of 20 seconds for MX6200; KB specifies 10 seconds ([03:00]). [#LTS00131417](https://linksys.happyfox.com/staff/ticket/131417/) *Next step: Always verify reset times in KB before instructing customers.* 2. **Failure to verify basic troubleshooting steps** > Failed to perform or instruct basic troubleshooting (e.g., power cycle, LED check, firmware verification) despite customer having already reset the device multiple times. [#LTS00131289](https://linksys.happyfox.com/staff/ticket/131289/) *Next step: Run standardized diagnostics (modem check, LED interpretation, admin UI access) before escalating or offering paid support.* --- ## Next Week's Focus 1. **Model verification first**: Always confirm product model and serial number before providing troubleshooting or recommendations. 2. **KB-aligned resets**: Use 10-15s factory reset for MX/EA series; document LED expectations post-reset. 3. **Resolution validation**: Confirm internet connectivity and admin UI access before closing calls. 4. **Case documentation**: Create HappyFox tickets for all unresolved issues to ensure continuity. --- ## Technical Accuracy **Improvement** - Incorrectly identified router model as '854000' at [02:00], which is not a valid Linksys model. Falsely claimed that no phone support is available for out-of-warranty devices, violating support policy. [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) **Improvement** - Provided materially incorrect technical guidance at [02:00]: advised entering ISP username/password into the router, which is not applicable for standard DHCP connections and misrepresents router functionality. [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) **Improvement** - Materially inaccurate technical advice: incorrectly claimed EA6350 is Cisco-associated, end-of-life, and unsupported. Contradicts KB which confirms firmware updates are still available. [#LTS00131442](https://linksys.happyfox.com/staff/ticket/131442/) --- ## 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 - **Primary trend**: Accuracy and communication scores dipped while handle times increased, driven by MX product complexity and inconsistent model verification. - **Recurring pattern**: Misidentification of router models (e.g., '854000') and incorrect reset procedures (20s vs 10s) leading to unresolved issues and customer frustration. - **Actionable insight**: Prioritize model/serial collection and KB validation before troubleshooting to improve accuracy and reduce handle time. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 | 1.7 | INBOUND | WRT54G2 | HARDWARE | Abandoned or vague | | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 | 3.3 | INBOUND | WRT54G2 | HARDWARE | Closed with self-help | | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#LTS00130732](https://linksys.happyfox.com/staff/ticket/130732/) | 2026-05-25 | 3.0 | INBOUND | E5400 | CONNECTIVITY | Closed with self-help | | [#LTS00130757](https://linksys.happyfox.com/staff/ticket/130757/) | 2026-05-25 | 3.0 | INBOUND | MR7350 | ACCESS | Closed with self-help | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 | 1.0 | INBOUND | — | HARDWARE | Abandoned or vague | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 | 1.5 | OUTBOUND | — | HARDWARE | Abandoned or vague | | [#GI00129420](https://linksys.happyfox.com/staff/ticket/129420/) | 2026-05-25 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Abandoned or vague | | [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) | 2026-05-26 | 1.9 | INBOUND | EA6900 | CONNECTIVITY | Abandoned or vague | | [#LTS00130886](https://linksys.happyfox.com/staff/ticket/130886/) | 2026-05-26 | 1.4 | INBOUND | E1200 | SETUP | Closed with self-help | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Closed with self-help | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-26 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONFIGURATION | Abandoned or vague | | [#LTS00130949](https://linksys.happyfox.com/staff/ticket/130949/) | 2026-05-26 | 1.8 | INBOUND | MR8300 | SETUP | Abandoned or vague | | [#LTS00130961](https://linksys.happyfox.com/staff/ticket/130961/) | 2026-05-26 | 1.8 | INBOUND | EA6500 | SETUP | Closed with self-help | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-27 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Closed with self-help | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00131063](https://linksys.happyfox.com/staff/ticket/131063/) | 2026-05-27 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131073](https://linksys.happyfox.com/staff/ticket/131073/) | 2026-05-27 | 1.8 | INBOUND | EA8300 | ACCESS | Pending resolution | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-27 | 3.0 | INBOUND | EA9300 | SETUP | Callback set | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 | 1.5 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help | | [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) | 2026-05-28 | 1.5 | INBOUND | — | CONNECTIVITY | Abandoned or vague | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 | 1.8 | OUTBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Closed with self-help | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 | 1.5 | INBOUND | E1200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 | 1.5 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help | | [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) | 2026-05-28 | 1.4 | INBOUND | EA6350 | CONNECTIVITY | Abandoned or vague | | [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) | 2026-05-28 | 1.5 | INBOUND | — | CONNECTIVITY | Abandoned or vague | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00072174](https://linksys.happyfox.com/staff/ticket/72174/) | 2026-05-28 | 1.8 | INBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00131457](https://linksys.happyfox.com/staff/ticket/131457/) | 2026-05-29 | 3.0 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help | | [#LTS00031564](https://linksys.happyfox.com/staff/ticket/31564/) | 2026-05-29 | 1.5 | INBOUND | MR2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00131470](https://linksys.happyfox.com/staff/ticket/131470/) | 2026-05-29 | 3.0 | INBOUND | EA8100 | ACCESS | Customer declined path | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-29 | 1.8 | INBOUND | EA7500 | CONNECTIVITY | Closed with self-help | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.4 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.5 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 | 1.4 | INBOUND | EA8300 | ACCESS | Abandoned or vague | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 | 1.8 | INBOUND | EA8300 | ACCESS | Pending resolution |