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

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 5 | 38m 47s | MX6200 | CONNECTIVITY | 3 | 2 |

## Work Mix Lens
- Hybrid week: 0 LTS queue calls and 2 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.40 | 5 |
| Protocol | 1.20 | 5 |
| Communication | 2.00 | 5 |
| Overall | 1.80 | 5 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| EA | 1 | 82m 34s | 1.60 | 1.00 | 1.00 | 2.00 |  |
| MX | 3 | 34m 40s | 1.97 | 2.00 | 1.67 | 2.67 |  |

**Key Observations**
- EA is one of the slowest families at 82m 34s.
- MX is one of the slowest families at 34m 40s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 3 | 31m 59s | 1.50 | 1.00 | 1.00 | 2.00 | ✓ |
| HARDWARE | 2 | 57m 0s | 2.40 | 4.50 | 1.50 | 2.00 |  |
| GENERAL INQUIRY | 1 | 8m 4s | 1.50 | 5.00 | 1.00 | 1.00 |  |

## Week-over-Week Movement
- Overall moved down 0.72 vs. last week.
- Accuracy moved down 0.35 vs. last week.
- Communication moved down 0.30 vs. last week.
- Average handle time moved down by 14m 46s.
- Family swing: MX handle time moved down by 23m 51s vs. last week.

## What Went Well

1. **Accurate LED interpretation**  
   Correctly interpreted MX6200 LED states (flashing blue = reboot loop, solid red = no internet) per KB guidance.  
   > *"MX6200 parent node flashing blue (reboot loop), child nodes solid red (no internet)"*  
   [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)

2. **Empathy and acknowledgment**  
   Validated customer frustration and apologized for disconnection, maintaining rapport.  
   > *"I really apologize for the inconveniences that you're having with our Links device..."*  
   [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)

---

## Growth Opportunities

1. **Eliminate unauthorized tools and invalid URLs**  
   *What better looks like*: Use only approved remote-access methods and Linksys-branded support URLs. Before sharing any link, verify it matches KB-approved domains (e.g., `myrouter.info`, `linksys.com/support`).  
   > *"join.zoho.com"* and *"support.netapps.com"*  
   [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) and [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)

2. **Complete model-specific troubleshooting before escalation**  
   *What better looks like*: For MX/WHW devices, follow model-specific reset procedures (15s vs. 20s), verify firmware via web UI, and attempt node promotion before escalating. Document each step taken.  
   > *"Held reset button for 20 seconds"* and *"no troubleshooting performed"*  
   [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) and [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/)

---

## Next Week's Focus

1. **Verify model-specific reset steps** – Confirm MX6200 reset is 15s (KB: `mx6300_reset_procedure.md`) before instructing customers.
2. **Use approved remote-access tools only** – If remote access is needed, use Linksys-approved methods; otherwise, guide customers through self-help.
3. **Document troubleshooting sequence** – Note each step taken (e.g., modem power-cycle, WAN LED check, firmware verification) before escalating.
4. **Set clear callback expectations** – Always confirm exact callback time and interim steps for the customer.

---

## Technical Accuracy

### **Improvement**  
Used unauthorized third-party remote-access tool (Zoho) and provided incorrect router UI URL (`http://[REDACTED_PHONE]:8080/news/`).  
[#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/)

### **Improvement**  
Provided incorrect support URL (`support.netapps.com`) and misrepresented MX6200 as end-of-life.  
[#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)

### **Improvement**  
Provided invalid support URL (`support.nxnlinks.com`) and performed no troubleshooting for mesh node connectivity.  
[#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/)

### **Strength**  
Correctly interpreted LED states (flashing blue = reboot loop, solid red = no internet) per KB guidance.  
[#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)

---

## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2  
- **What L1 saw**: EA9300 with WAN port orange, no internet; direct modem-to-PC worked.  
- **Why it escalated**: L1 used unauthorized Zoho tool, misinterpreted orange WAN LED, and provided invalid UI URL.  
- **What L2 did**: Confirmed orange WAN LED indicates no internet (EA KB), advised customer to verify ISP IP range, and scheduled callback for firmware reflash.  
- **Current state**: Resolved after customer purchased new router.  
- **L1 learning points**:  
  1. Verify WAN LED meaning per EA KB (orange = no internet).  
  2. Avoid third-party tools; use approved methods or self-help.  
  3. Check ISP IP range (e.g., `172.16.x.x` may require VLAN/PPPoE).  

### [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Resolved by Level 2  
- **What L1 saw**: MX2000 mesh middle node not connecting; app setup failed.  
- **Why it escalated**: L1 provided invalid support URL and performed no troubleshooting.  
- **What L2 did**: Advised customer to reset mesh nodes via 5s button, re-pair using app, and verify signal strength.  
- **Current state**: Resolved after customer agreed to callback.  
- **L1 learning points**:  
  1. Use correct MX mesh reset procedure (5s button, not 20s).  
  2. Guide customers to `myrouter.info` for web UI, not third-party URLs.  
  3. Collect serial number and verify warranty before escalation.  

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## Coach Appendix

*Highest-signal trend*: Recurring accuracy gaps in URLs, remote-access tools, and model-specific procedures. Prioritize KB verification for reset steps, domain approval checks for links, and complete troubleshooting documentation before escalation.  

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | HARDWARE | Pending resolution |
| [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 | 1.8 | OUTBOUND | MX6200 | HARDWARE | Pending resolution |
| [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 | 1.6 | OUTBOUND | EA9300 | CONNECTIVITY | Callback set |
| [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 | 1.1 | OUTBOUND | MX2000 | CONNECTIVITY | Callback promised |
| [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 | 1.5 | INBOUND | — | GENERAL INQUIRY | No resolution possible |