# jeneth.villanil@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 108m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | — |

## Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 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 | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MX is one of the slowest families at 108m 11s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Average handle time moved up by 91m 54s.

## What Went Well

- **Attempted troubleshooting steps**  
  Agent acknowledged the customer's frustration and attempted to guide through resets. Agent used a pin/paperclip suggestion for the reset button.  
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

## Growth Opportunities

- **Correct pairing method for MX8500**  
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.
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

- **Warranty and serial number verification**  
  What better looks like: Always collect and verify warranty status and serial numbers before troubleshooting to ensure appropriate support paths and avoid unnecessary steps.  
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

## Next Week's Focus

1. Practice using the Velop web UI/app for node pairing and addition on MX8500 devices.
2. Develop a checklist for collecting warranty, serial number, and admin password information at the start of calls.
3. Review KB articles on MX8500 troubleshooting to reinforce accurate steps and decision points.
4. Aim to close calls with clear resolution or documented next steps to reduce pending status.

## Technical Accuracy

- **Improvement**  
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

- **Improvement**  
  Failed to verify warranty status or serial number before proceeding with troubleshooting.  
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

- **Improvement**  
  Call closed with technical_resolution_status 'not_fixed' and operational_closure_status 'pending_resolution'. No clear resolution achieved.  
  [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

## 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

- A recurring technical pattern to address is the need for clearer resolution documentation and verification of admin access before troubleshooting mesh nodes.

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/) | 2026-05-29 20:14:29+00:00 | 3.00 | INBOUND | MX8500 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |