# dorothybelle.oraiz@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 |
| --- | --- | --- | --- | --- | --- |
| 22 | 24m 34s | WHW03 | CONNECTIVITY | 22 | 1 |

## Work Mix Lens
- Frontline-heavy week: 25 LTS queue calls vs 1 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 | 2.60 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.10 | 22 |
| Overall | 2.50 | 22 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 7 | 49m 40s | 2.27 | 2.57 | 1.57 | 1.86 | Outlier: 2.7x weekly median handle time |
| WHW | 6 | 36m 30s | 3.00 | 2.00 | 1.83 | 2.50 | Outlier: 2.0x weekly median handle time |
| MBE | 1 | 21m 47s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| MR | 4 | 14m 38s | 1.70 | 1.50 | 1.25 | 2.00 |  |
| E | 2 | 7m 30s | 2.25 | 3.00 | 1.50 | 2.00 |  |
| EA | 6 | 6m 30s | 2.55 | 3.50 | 1.83 | 1.83 |  |

**Key Observations**
- MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time.
- WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 14 | 30m 50s | 2.40 | 2.40 | 1.80 | 2.10 |  |
| SETUP | 6 | 23m 0s | 2.30 | 2.30 | 1.70 | 2.00 |  |
| ACCESS | 2 | 78m 7s | 1.50 | 1.00 | 1.50 | 2.00 | ✓ |

## Week-over-Week Movement
- Protocol moved down 0.17 vs. last week.
- Average handle time moved up by 11m 40s.
- Family swing: WHW handle time moved up by 24m 44s vs. last week.
- Family swing: MR handle time moved up by 5m 25s vs. last week.
- Family swing: EA handle time moved down by 3m 37s vs. last week.

## What Went Well

1. **Local admin URL guidance**  
   > *"For most current Linksys routers, you can access the admin interface via http://myrouter.local."*  
   [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/)

2. **LED status validation**  
   > *"Solid white LED confirms successful node addition per our knowledge base."*  
   [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/)

---

## Growth Opportunities

1. **Model-specific reset procedures**  
   > *"Hold the reset button for 20 seconds and perform five presses to enter pairing mode."*  
   [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/)  
   *Next step: Confirm device family before issuing reset instructions. Velop (WHW/MX/MR) requires 10-second reset only; 5-press pairing applies only to Cognitive Mesh (LN/MBE) series.*

2. **Warranty verification before paid support**  
   > *"Your device is out of warranty; paid support costs $15."*  
   [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/)  
   *Next step: Verify warranty status via serial number lookup before offering paid support. Use free troubleshooting first.*

---

## Next Week's Focus

- **Validate device family** before issuing model-specific commands (e.g., reset duration, pairing methods).
- **Document warranty status** early in calls using serial numbers to avoid premature paid support offers.
- **Confirm functional connectivity** (internet access, client performance) after mesh node additions—not just LED status.
- **Use concise, structured troubleshooting** for MX/WHW families to reduce handle times.

---

## Technical Accuracy

**Improvement**  
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
  [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/)

**Improvement**  
- Provided incorrect LED interpretation: claimed solid green indicates connection for Velop nodes. KB specifies solid white as successful connection.  
  [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/)

**Improvement**  
- Instructed 20-second reset on MX4200 Velop, contradicting KB’s 10-second requirement. Also suggested `[REDACTED_PHONE]` instead of `[REDACTED_PHONE]` or `myrouter.local`.  
  [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/)

---

## Coaching Moments

**Improvement**  
> *"The Linksys app is no longer supported for WHW03 setup."*  
*Note: Correctly identified app deprecation but missed opportunity to confirm local admin access via `myrouter.local`.*  
[#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/)

**Improvement**  
> *"Your EA2500 V4 is incompatible with the Linksys app."*  
*Note: Factually incorrect—EA2500 supports the legacy Linksys Smart Wi-Fi app. Failed to verify app compatibility before escalating.*  
[#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/)

---

## Escalation Lessons: What L2 Did

### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2

- **What L1 saw**: Customer couldn’t access personal website via MX4200 mesh; worked via ISP router. Intermittent hangs/slow loads.
- **Why it escalated**: L1 applied unsupported troubleshooting (20-second reset, 5-press pairing) without validating model-specific procedures.
- **Related call chain**: Multiple L1 attempts failed; L2 initiated after escalation.
- **What L2 did**: 
  - Verified MX4200 model and serial number.
  - Performed correct 10-second factory reset.
  - Guided customer to access `myrouter.local` and reconfigure Wi-Fi settings.
  - Confirmed functional connectivity via speed tests and node map validation.
- **Current state**: Resolved—customer confirmed restored access.
- **L1 learning points**:
  1. Always confirm product model before reset/pairing instructions.
  2. Use 10-second reset for Velop devices; 5-press pairing applies only to Cognitive Mesh.
  3. Validate functional connectivity (speed tests, node map) post-troubleshooting.

---

## Coach Appendix

*Primary trend*: Frequent protocol missteps in MX/WHW families due to model-specific command errors (reset duration, pairing methods) and premature paid support offers. Key leverage point: structured warranty verification and device-family validation before technical guidance.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00107115](https://linksys.happyfox.com/staff/ticket/107115/) | 2026-05-25 | 3.0 | INBOUND | MR8300 | CONNECTIVITY | ✓ Resolved |
| [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) | 2026-05-25 | 2.8 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/) | 2026-05-25 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved |
| [#LTS00130966](https://linksys.happyfox.com/staff/ticket/130966/) | 2026-05-26 | 3.0 | INBOUND | E5400 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 | 1.0 | INBOUND | EA6400 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 | 3.0 | INBOUND | EA6400 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131131](https://linksys.happyfox.com/staff/ticket/131131/) | 2026-05-28 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) | 2026-05-28 | 1.1 | INBOUND | MX8500 | SETUP | ⏳ Pending |
| [#LTS00131157](https://linksys.happyfox.com/staff/ticket/131157/) | 2026-05-28 | 3.0 | INBOUND | EA8300 | ACCESS | ✓ Likely resolved |
| [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) | 2026-05-28 | 1.6 | INBOUND | MR6350 | SETUP | ↻ Callback set |
| [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) | 2026-05-28 | 1.1 | INBOUND | MR6350 | SETUP | ⏳ Pending |
| [#LTS00131317](https://linksys.happyfox.com/staff/ticket/131317/) | 2026-05-28 | 3.0 | INBOUND | WHW01 | SETUP | ✓ Likely resolved |
| [#LTS00131339](https://linksys.happyfox.com/staff/ticket/131339/) | 2026-05-28 | 3.0 | INBOUND | EA9500 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131344](https://linksys.happyfox.com/staff/ticket/131344/) | 2026-05-28 | 2.3 | INBOUND | EA7500 | ACCESS | ⏳ Pending |
| [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-28 | 1.4 | INBOUND | MX4200 | ACCESS | ↑ Escalated |
| [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) | 2026-05-28 | 1.1 | INBOUND | MR5500 | CONNECTIVITY | — |
| [#LTS00131486](https://linksys.happyfox.com/staff/ticket/131486/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| [#LTS00131514](https://linksys.happyfox.com/staff/ticket/131514/) | 2026-05-29 | 3.4 | INBOUND | MX4200 | SETUP | ✓ Resolved |
| [#LTS00131512](https://linksys.happyfox.com/staff/ticket/131512/) | 2026-05-29 | 3.0 | INBOUND | MX2000 | SETUP | ↻ Callback set |
| [#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/) | 2026-05-30 | 1.5 | INBOUND | E2500 | CONNECTIVITY | ⏳ Pending |
| [#LTS00081622](https://linksys.happyfox.com/staff/ticket/81622/) | 2026-05-30 | 1.0 | INBOUND | MX2000 | SETUP | — |