# gerlie.miguello@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 |
| --- | --- | --- | --- | --- | --- |
| 27 | 20m 3s | MX2000 | CONNECTIVITY | 27 | 4 |

## Work Mix Lens
- Frontline-heavy week: 30 LTS queue calls vs 4 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 | 2.00 | 27 |
| Protocol | 1.80 | 27 |
| Communication | 2.10 | 27 |
| Overall | 2.10 | 27 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 4 | 39m 12s | 2.40 | 1.75 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| WHW | 5 | 32m 40s | 2.18 | 1.20 | 1.60 | 2.20 | Outlier: 2.2x weekly median handle time |
| MX | 6 | 26m 16s | 2.92 | 3.00 | 2.25 | 2.50 | Outlier: 1.7x weekly median handle time |
| SPN | 6 | 22m 36s | 1.37 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time |
| MR | 1 | 15m 1s | 1.10 | 1.00 | 1.00 | 2.00 |  |
| E | 5 | 14m 52s | 2.24 | 3.00 | 1.40 | 1.80 |  |
| EA | 6 | 14m 38s | 2.22 | 2.00 | 2.00 | 2.50 |  |
| RE | 1 | 10m 42s | 3.00 | 3.00 | 2.00 | 2.00 |  |
| OTHER | 1 | 9m 49s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
- WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 16 | 22m 45s | 2.00 | 1.80 | 1.80 | 2.10 | ✓ |
| SETUP | 4 | 31m 12s | 2.20 | 2.00 | 1.80 | 2.00 | ✓ |
| ACCESS | 4 | 17m 21s | 1.70 | 1.00 | 1.50 | 2.00 | ✓ |
| CONFIGURATION | 2 | 10m 51s | 2.20 | 2.50 | 2.50 | 2.50 |  |
| GENERAL INQUIRY | 1 | 5m 19s | 4.40 | 5.00 | 3.00 | 3.00 |  |

## Week-over-Week Movement
- Overall moved down 0.39 vs. last week.
- Accuracy moved down 0.32 vs. last week.
- Average handle time moved down by 1m 54s.
- Family swing: EA handle time moved down by 14m 45s vs. last week.
- Family swing: WHW handle time moved down by 9m 57s vs. last week.
- Family swing: E handle time moved up by 7m 58s vs. last week.

## What Went Well

1. **Accurate product identification**  
   > “Based on the serial number, this is an MX6200 mesh system.”  
   [#dfed52f2-5a95-11f1-a6a9-42010a623f91](https://linksys.happyfox.com/staff/ticket/131212/)  

2. **Effective troubleshooting guidance**  
   > “Move the node within 1 meter of the parent, perform a 15-second reset, and re-add via the app. Signal strength was -57 dBm after pairing.”  
   [#dfed52f2-5a95-11f1-a6a9-42010a623f91](https://linksys.happyfox.com/staff/ticket/131212/)  

---

## Growth Opportunities

1. **Correct reset durations and LED interpretation**  
   > “I instructed a 15-second reset for the WHW03 node, but the KB specifies 10 seconds for Velop devices.”  
   [#cfefb584-58e2-11f1-9b51-42010a62006f](https://linksys.happyfox.com/staff/ticket/130829/)  
   *Next step*: Always verify model-specific reset times (10s for WHW/MX, 15s for MBE) and LED states (solid purple = ready for WHW, solid white = online).

2. **Verify resolution outcomes before closure**  
   > “I guided the customer through re-pairing but did not confirm the node appeared in the app or test internet connectivity.”  
   [#9c0d8b86-590c-11f1-b671-42010a623f91](https://linksys.happyfox.com/staff/ticket/131055/)  
   *Next step*: After troubleshooting, always confirm:  
   - Node status in app/web UI  
   - Internet access via speed test or device check  
   - Customer confirmation of successful use  

---

## Next Week's Focus

1. **Standardize reset procedures**: Create a quick-reference cheat sheet for model-specific reset durations (10s vs. 15s) and LED meanings.  
2. **Resolution verification checklist**: Add “Confirm node in app + test internet” to post-troubleshooting scripts.  
3. **Escalation readiness**: For connectivity cases, document WAN/LAN cable checks, modem reboot steps, and signal strength before escalating.  
4. **Self-help path expansion**: Develop email templates with KB links for common setup/access issues to reduce repeat contacts.

---

## Technical Accuracy

**Strength**  
- Correct MX6200 compatibility confirmation and app-based re-pairing guidance.  
  [#dfed52f2-5a95-11f1-a6a9-42010a623f91](https://linksys.happyfox.com/staff/ticket/131212/)  

**Improvements**  
- **Incorrect reset duration**: 15s advised for WHW03 (KB: 10s).  
  [#cfefb584-58e2-11f1-9b51-42010a62006f](https://linksys.happyfox.com/staff/ticket/130829/)  
- **Wrong admin credentials**: ‘admin/admin’ provided for MBE7000 (KB: ‘root’/label password).  
  [#a93095e6-5a1b-11f1-ab49-42010a660053](https://linksys.happyfox.com/staff/ticket/117507/)  
- **Incorrect URL**: /sysinfo.cgi directed for MBE7000 (not supported).  
  [#a93095e6-5a1b-11f1-ab49-42010a660053](https://linksys.happyfox.com/staff/ticket/117507/)  
- **Model misidentification**: ‘MVE 7000’ used instead of MBE7000, leading to invalid steps.  
  [#a93095e6-5a1b-11f1-ab49-42010a660053](https://linksys.happyfox.com/staff/ticket/117507/)  

---

## Coaching Moments

**Improvement**  
> “I advised disabling DFS in Wi-Fi settings during node setup, which is irrelevant and unsupported for mesh configuration.”  
> [#b8db71c4-5b64-11f1-95f6-42010a623f91](https://linksys.happyfox.com/staff/ticket/131398/)  

**Improvement**  
> “I provided a 30-second reset instruction for the E9450, but the standard factory reset is ~10 seconds for most Linksys routers.”  
> [#cd6381f0-5b6d-11f1-9f57-42010a623f91](https://linksys.happyfox.com/staff/ticket/131407/)  

---

## Escalation Lessons: What L2 Did

### [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) — Resolved by Level 2  
- **What L1 saw**: MR20EC with purple LED (invalid state), connectivity failures after ISP handshake.  
- **Why it escalated**: Payment processing failed, no technical troubleshooting performed, and case not documented.  
- **What L2 did**: Attempted callbacks, left voicemail messages, and resolved via callback with customer unavailability.  
- **Current state**: Resolved as callback.  
- **L1 learning points**:  
  1. Interpret MR series LEDs correctly (solid blue = ready, purple is Velop-specific).  
  2. Guide customers through WAN settings (http://[REDACTED_PHONE]) when internet LED is orange.  
  3. Document cases even when payment issues block troubleshooting.  

### [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) — Resolved by Level 2  
- **What L1 saw**: WHW03 child node blinking orange, inconsistent wired/Wi‑Fi backhaul reporting.  
- **Why it escalated**: Incorrect technical guidance (router password = Wi‑Fi password) and no model confirmation.  
- **What L2 did**: Verified model, clarified LED states, and re-pairing steps via web UI.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Confirm product model before giving model-specific instructions.  
  2. Use model-specific URLs (http://[REDACTED_PHONE] for WHW, not generic IPs).  
  3. Differentiate between router admin password and Wi‑Fi password.  

### [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) — Resolved by Level 2  
- **What L1 saw**: SPNMX42CF unable to access UI, blue loading circle.  
- **Why it escalated**: Misidentified product and incomplete reset procedure.  
- **What L2 did**: Guided through correct SPNM reset (10s), verified WAN cable, and accessed UI via http://[REDACTED_PHONE].  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Use SPNM-specific reset (10s) and UI URL (http://[REDACTED_PHONE]).  
  2. Verify WAN cable and modem sync before UI access troubleshooting.  
  3. Collect serial number early to avoid misidentification.  

### [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Resolved by Level 2  
- **What L1 saw**: MX2000 main node solid red, satellites red/blinking after ISP router removal.  
- **Why it escalated**: Incorrect reset duration (15s vs. 10s) and no WAN verification.  
- **What L2 did**: Confirmed WAN cable, performed 10s reset, and re-pairing via app.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Always verify WAN cable and modem reboot after ISP changes.  
  2. Use MX/Velop-specific 10s reset, not 15s.  
  3. Check node appearance in app/web UI post-reset before closing.  

---

## Coach Appendix

*Internal use only*  
- **Top trend**: MBE and WHW families drive long handle times; inconsistent reset/LED guidance contributes to lower accuracy.  
- **Key action**: Standardize model-specific troubleshooting scripts (reset durations, LED states, UI URLs) and implement resolution verification checklists.  
- **Evidence**:  
  - 15s reset errors in WHW03 [#cfefb584-58e2-11f1-9b51-42010a62006f](https://linksys.happyfox.com/staff/ticket/130829/)  
  - Undocumented resolution in MX2000 connectivity case [#1ed1033c-5b78-11f1-8e2c-42010a623f91](https://linksys.happyfox.com/staff/ticket/131428/)  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 | 3.00 | INBOUND | E9450 | SETUP | Email promised, no details given |
| [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 | 2.50 | OUTBOUND | E9450 | SETUP | Proof of purchase required |
| [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/) | 2026-05-25 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Paid support offered |
| [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) | 2026-05-25 | 1.10 | INBOUND | MR20EC | CONNECTIVITY | Callback for paid support |
| [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-25 | 3.00 | INBOUND | MBE7000 | SETUP | Network restored temporarily |
| [#LTS00128999](https://linksys.happyfox.com/staff/ticket/128999/) | 2026-05-25 | 1.50 | INBOUND | EA6100 | CONNECTIVITY | Reconfigure entire network |
| [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) | 2026-05-26 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Escalated to Level-2 |
| [#LTS00130848](https://linksys.happyfox.com/staff/ticket/130848/) | 2026-05-26 | 1.90 | INBOUND | WHW03 | CONNECTIVITY | Email model numbers and links |
| [#LTS00130853](https://linksys.happyfox.com/staff/ticket/130853/) | 2026-05-26 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | Email setup guide |
| [#LTS00130867](https://linksys.happyfox.com/staff/ticket/130867/) | 2026-05-26 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Self-help steps; email guide |
| [#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/) | 2026-05-26 | 1.00 | INBOUND | E1200 | CONNECTIVITY | Email setup guide; misrecorded |
| [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 | 3.50 | INBOUND | EA7450 | CONFIGURATION | Email Linksys support article |
| [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 | N/A | INBOUND | EA7450 | CONFIGURATION | No resolution; email not received |
| [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) | 2026-05-27 | 1.80 | INBOUND | SPNMX42CF | ACCESS | Contact Community Fiber |
| [#LTS00131028](https://linksys.happyfox.com/staff/ticket/131028/) | 2026-05-27 | 3.00 | INBOUND | VLP01 | CONNECTIVITY | Reset node; email guide |
| [#LTS00131055](https://linksys.happyfox.com/staff/ticket/131055/) | 2026-05-27 | 2.00 | INBOUND | EA9300 | CONNECTIVITY | WAN port defective; ISP router |
| [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 | 3.00 | INBOUND | MBE7000 | SETUP | Escalated to higher-tier |
| [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 | 1.80 | OUTBOUND | MBE7000 | SETUP | Callback scheduled |
| [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 | 1.10 | INBOUND | SPNMX55GC | ACCESS | Ticket created; callback |
| [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) | 2026-05-28 | 4.30 | INBOUND | MX6200 | CONNECTIVITY | Node re-paired; resolved |
| [#LTS00