# jeraldjun.villanubos@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 |
| --- | --- | --- | --- | --- | --- |
| 29 | 20m 33s | MX6200 | CONNECTIVITY | 29 | 4 |

## Work Mix Lens
- Frontline-heavy week: 26 LTS queue calls vs 8 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 | 1.60 | 29 |
| Protocol | 1.50 | 29 |
| Communication | 2.10 | 29 |
| Overall | 2.10 | 29 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WRT | 2 | 40m 34s | 1.50 | 1.00 | 1.50 | 2.00 | Outlier: 2.5x weekly median handle time |
| MX | 6 | 40m 9s | 2.77 | 1.67 | 2.00 | 2.67 | Outlier: 2.4x weekly median handle time |
| EA | 10 | 18m 48s | 1.81 | 1.60 | 1.40 | 1.80 |  |
| WHW | 7 | 16m 45s | 2.45 | 1.83 | 1.33 | 2.00 |  |
| MR | 3 | 16m 16s | 2.10 | 1.00 | 1.33 | 2.00 |  |
| OTHER | 3 | 13m 11s | 1.23 | 1.00 | 1.33 | 1.67 |  |
| E | 1 | 11m 10s | 2.10 | 1.00 | 3.00 | 3.00 |  |
| RE | 2 | 9m 50s | 3.30 | 2.50 | 2.00 | 3.00 |  |

**Key Observations**
- WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time.
- MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 22 | 22m 1s | 2.00 | 1.50 | 1.50 | 2.10 | ✓ |
| ACCESS | 3 | 22m 5s | 1.80 | 1.30 | 2.00 | 2.30 | ✓ |
| SETUP | 3 | 23m 45s | 2.50 | 2.30 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Overall moved down 0.24 vs. last week.
- Accuracy moved down 0.72 vs. last week.
- Protocol moved down 0.15 vs. last week.
- Average handle time moved up by 2m 16s.
- Family swing: WRT handle time moved up by 32m 23s vs. last week.
- Family swing: WHW handle time moved up by 8m 52s vs. last week.
- Family swing: MR handle time moved up by 5m 19s vs. last week.

## What Went Well

> **Effective use of local admin URL**  
> Successfully guided customer to access router admin page at http://[REDACTED_PHONE]  
> [#LTS00130775](https://linksys.happyfox.com/staff/ticket/130775/)  

> **Successful node pairing guidance**  
> Guided customer through resetting and pairing child nodes, resulting in solid white LEDs confirming successful pairing  
> [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/)  

---

## Growth Opportunities

> **Incorrect technical guidance on reset procedures**  
> Provided wrong reset duration (20 seconds instead of 10-15 seconds) and incorrect LED interpretations for multiple models  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

> **Premature paid support offers without troubleshooting**  
> Offered paid support before attempting basic troubleshooting or verifying warranty status  
> [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/)  

---

## Next Week's Focus

- Verify warranty status and collect full device information (model, serial number) at the start of every call.
- Master standard reset procedures (10-15 seconds for Velop/MX series) and LED state interpretation.
- Perform basic troubleshooting (power cycle, WAN check, LED verification) before offering paid support.
- Use correct admin URLs (http://[REDACTED_PHONE] or http://myrouter.local) and default passwords.

---

## Technical Accuracy

**Improvement**  
*Incorrect reset procedure provided for WHW01 model, leading to potential customer confusion and ineffective troubleshooting*  
[#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Improvement**  
*Provided factually incorrect information about driver availability, potentially leading customer to unnecessary paid support*  
[#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/)  

**Improvement**  
*Incorrect IP address provided led to failed login attempts and unresolved connectivity issue*  
[#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/)  

**Improvement**  
*Provided incorrect pairing method for WHW03 model, leading to failed setup attempts*  
[#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/)  

**Improvement**  
*Incorrect URL provided led to failed access attempts and wasted troubleshooting time*  
[#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/)  

---

## Coaching Moments

**Strength**  
> "I successfully re-added a defective parent node as a child node, restoring basic functionality"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Strength**  
> "Correctly directed customer to access router admin page at [REDACTED_PHONE]"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Strength**  
> "Accurately instructed DHCP reservation setup under Local Network settings"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Strength**  
> "Correctly advised changing 5 GHz channel to 48 to avoid interference"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Improvement**  
> "Failed to collect or verify full product model number and serial number despite multiple opportunities"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Improvement**  
> "Did not verify warranty status or initiate replacement/RMA process despite customer requesting it"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Improvement**  
> "Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

**Improvement**  
> "Gave contradictory information about device model (MR2300 vs. WHW03), risking incorrect troubleshooting"  
> [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/)  

---

## Escalation Lessons: What L2 Did

### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2

- **What L1 saw**: Customer reports selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV are unable to access the internet (error: “No Internet”), while other apps and general browsing are working normally.
- **Why it escalated**: Escalation trigger was not explicit in the available notes.
- **Related call chain**: This was a repeat contact, callback, another L1 handoff, and escalation after an earlier closure.
- **What L2 did**: Level 2 conducted advanced troubleshooting, including firmware re-flash and isolation steps, and ultimately resolved the issue.
- **Current state**: Resolved.
- **L1 learning points**: 
  1. Collect model/serial/firmware/topology details before escalation.
  2. Verify LED state and confirm modem/ISP handoff.
  3. Document exact troubleshooting sequence and pivot if steps fail.

### [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) — Resolved by Level 2

- **What L1 saw**: LAPAC1750C_No Internet Connection.
- **Why it escalated**: Device is EOS (End of Support) with connectivity issues.
- **Related call chain**: Single L1 contact before escalation.
- **What L2 did**: Level 2 confirmed EOS status and provided guidance on alternative solutions.
- **Current state**: Resolved.
- **L1 learning points**: 
  1. Verify EOS status before troubleshooting.
  2. Provide clear self-help resources for EOS devices.
  3. Set realistic expectations for support on discontinued products.

### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2

- **What L1 saw**: EA9300_No internet but computer wired to internet source works fine.
- **Why it escalated**: Beyond threshold issue with no resolution achieved.
- **Related call chain**: Multiple L1 contacts with inconsistent guidance.
- **What L2 did**: Level 2 isolated the issue to the router and provided firmware re-flash instructions.
- **Current state**: Resolved.
- **L1 learning points**: 
  1. Perform basic connectivity checks (WAN LED, modem status).
  2. Document troubleshooting steps clearly.
  3. Escalate with complete information when stuck.

### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2

- **What L1 saw**: WRT3200ACM_No Internet after modem replacement.
- **Why it escalated**: Advanced TS and beyond threshold.
- **Related call chain**: Multiple L1 contacts with partial resolution.
- **What L2 did**: Level 2 confirmed WAN connectivity and guided through router reconfiguration.
- **Current state**: Resolved.
- **L1 learning points**: 
  1. Verify WAN status after modem changes.
  2. Guide customers through router reconfiguration steps.
  3. Escalate with clear description of symptoms and steps taken.

---

## Coach Appendix

- **Highest-signal weekly trend**: Connectivity issues dominate calls with lower accuracy and protocol scores, particularly on MX and WRT families.
- **Recurring technical pattern**: Incorrect reset procedures and premature paid support offers without proper troubleshooting.
- **Key evidence**: 
  - Incorrect reset durations provided in [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) and [#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/).
  - Premature paid support offers in [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) and [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/).

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) | 2026-05-25 15:40:52+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) | 2026-05-25 18:46:17+00:00 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | Abandoned |
| [#LTS00130775](https://linksys.happyfox.com/staff/ticket/130775/) | 2026-05-25 20:23:48+00:00 | 3.60 | INBOUND | RE7000 | SETUP | ✓ Likely resolved |
| [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) | 2026-05-25 22:10:21+00:00 | 1.00 | INBOUND | WUSB6300 | CONNECTIVITY | Abandoned |
| [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) | 2026-05-25 23:25:54+00:00 | 1.90 | INBOUND | MR7500 | SETUP | Pending |
| [#LTS00130883](https://linksys.happyfox.com/staff/ticket/130883/) | 2026-05-26 15:17:21+00:00 | 1.40 | INBOUND | MR9000 | CONNECTIVITY | Abandoned |
| [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) | 2026-05-26 15:44:15+00:00 | 3.00 | INBOUND | EA7450 | CONNECTIVITY | Callback set |
| [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) | 2026-05-26 16:40:30+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00130929](https://linksys.happyfox.com/staff/ticket/130929/) | 2026-05-26 18:50:06+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Abandoned |
| [#LTS00067289](https://linksys.happyfox.com/staff/ticket/67289/) | 2026-05-26 20:43:28+00:00 | 3.00 | INBOUND | MR7350 | CONNECTIVITY | Closed with self-help |
| [#LTS00130971](https://linksys.happyfox.com/staff/ticket/130971/) | 2026-05-26 22:09:29+00:00 | 1.80 | INBOUND | EA6300 | CONNECTIVITY | Abandoned |
| [#LTS00130973](https://linksys.happyfox.com/staff/ticket/130973/) | 2026-05-26 22:18:35+00:00 | 3.00 | INBOUND | RE6400 | CONNECTIVITY | Customer declined path |
| [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:35:03+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Abandoned |
| [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:42:24+00:00 | 1.30 | OUTBOUND | EA7430 | CONNECTIVITY | Abandoned |
| [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:53:54+00:00 | 1.80 | OUTBOUND | EA7430 | CONNECTIVITY | Escalated |
| [#LTS00131049](https://linksys.happyfox.com/staff/ticket/131049/) | 2026-05-27 15:15:53+00:00 | 2.10 | INBOUND | E5400 | ACCESS | Abandoned |
| [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-27 18:01:45+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Abandoned |
| [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:43:48+00:00 | 4.20 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00131083](https://linksys.happyfox.com/staff/ticket/131083/) | 2026-05-27 19:18:31+00:00 | 2.70 | INBOUND | WHW03 | CONFIGURATION | Abandoned |
| [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 20:11:33+00:00 | 1.40 | INBOUND | EA9500 | ACCESS | Abandoned |
| [#LTS00131097](https://linksys.happyfox.com/staff/ticket/131097/) | 2026-05-27 20:36:27+00:00 | 3.00 | INBOUND | MX8500 | CONNECTIVITY | Closed with self-help |
| [#LTS00131106](https://linksys.happyfox.com/staff/ticket/131106/) | 2026-05-27 21:34:21+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) | 2026-05-27 22:36:52+00:00 | 1.40 | INBOUND | LAPAC1750C | CONNECTIVITY | Callback or followup set |
| [#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/) | 2026-05-27 23:03:26+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Pending |
| [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:20:57+00:00 | 1.60 | INBOUND | EA9300 | CONNECTIVITY | Abandoned |
| [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:59:10+00:00 | 1.00 | INBOUND | EA9300 | CONNECTIVITY | Abandoned |
| [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 00:00:00+00:00 | 1.80 | OUTBOUND | EA9300 | CONNECTIVITY | Escalated |
| [#LTS00131243](https://linksys.happyfox.com/staff/ticket/131243/) | 2026-05-28 15:33:09+00:00 | null | INBOUND | WHW03 | CONNECTIVITY | |
| [#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/) | 2026-05-28 15:59:40+00:00 | 1.80 | INBOUND | MX8500 | ACCESS | Likely fixed unconfirmed |
| [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 22:03:55+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Closed with self-help |
| [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-28 22:51:36+00:00 | 1.60 | INBOUND | WRT3200ACM | CONNECTIVITY | Escalated |
| [#LTS00051294](https://linksys.happyfox.com/staff/ticket/51294/) | 2026-05-28 18:35:13+00:00 | 1.80 | INBOUND | MX8000 | ACCESS | Pending |
| [#LTS00131283](https://linksys.happyfox.com/staff/ticket/131283/) | 2026-05-28 18:03:04+00:00 | 1.40 | INBOUND | WRT54GL | CONNECTIVITY | Pending |