# jorgenathaniel.amores@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 | | --- | --- | --- | --- | --- | --- | | 47 | 15m 52s | WHW03 | CONNECTIVITY | 47 | 4 | ## Work Mix Lens - Frontline-heavy week: 44 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 | 2.10 | 47 | | Protocol | 1.60 | 47 | | Communication | 2.00 | 47 | | Overall | 2.00 | 47 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 15 | 34m 7s | 1.86 | 2.07 | 1.60 | 2.00 | Outlier: 2.4x weekly median handle time | | MR | 7 | 22m 40s | 1.97 | 2.00 | 1.43 | 1.86 | Outlier: 1.6x weekly median handle time | | EA | 6 | 17m 2s | 2.45 | 2.67 | 1.67 | 1.67 | | | WHW | 11 | 15m 52s | 1.71 | 1.55 | 1.18 | 1.91 | | | WRT | 3 | 14m 28s | 2.50 | 1.33 | 1.67 | 2.00 | | | LN | 2 | 14m 5s | 2.05 | 1.50 | 1.50 | 2.50 | | | E | 7 | 11m 9s | 2.29 | 2.86 | 1.43 | 1.57 | | | OTHER | 1 | 9m 14s | 3.00 | 1.00 | 2.00 | 1.00 | | | RE | 1 | 5m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time. - MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 20 | 17m 36s | 1.90 | 2.00 | 1.70 | 2.10 | ✓ | | SETUP | 15 | 16m 27s | 2.10 | 2.20 | 1.80 | 2.00 | | | ACCESS | 8 | 14m 52s | 1.80 | 2.10 | 1.60 | 2.00 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.31 vs. last week. - Communication moved down 0.24 vs. last week. - Family swing: OTHER handle time moved down by 23m 20s vs. last week. - Family swing: MX handle time moved up by 15m 37s vs. last week. - Family swing: WHW handle time moved down by 15m 28s vs. last week. ## What Went Well > **Accurate Model Identification** > Collected the correct model number (EA7450) and serial number from the customer. > [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) > **Effective Self-Help Guidance** > Provided accurate and effective self-help guidance to remove the Express VPN app, which resolved the issue. > [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) --- ## Growth Opportunities > **Incorrect Technical Guidance on LED Interpretation** > Provided materially incorrect LED interpretations for WHW03 (e.g., 'teal' as 'blueish green', 'red' as 'magenta'), contradicting KB guidance. > [#LTS00125989](https://linksys.happyfox.com/staff/ticket/125989/) > **Failure to Follow Troubleshooting Protocols** > Failed to perform basic troubleshooting steps (power-cycle, WAN check, LED interpretation) despite flashing red LED, a clear failure state per KB. > [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) --- ## Next Week's Focus - Practice LED-state verification for WHW/MX series using official KB definitions before suggesting resets. - Implement structured WAN/diagnostic checks for connectivity issues on MX/MR families to reduce handle time. - Reduce premature paid-support offers by confirming self-help paths and warranty status first. --- ## Technical Accuracy **Improvement** > Critical omission of basic troubleshooting steps for connectivity issue. > [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) **Strength** > Effective resolution of connectivity issue by guiding customer to remove conflicting app. > [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) **Improvement** > Incorrect LED interpretation led to misdiagnosis of node status. > [#LTS00125989](https://linksys.happyfox.com/staff/ticket/125989/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 - **What L1 saw**: Customer unable to access mesh network; primary node pink, child nodes red/blinking. - **Why it escalated**: L1 suggested hardware fault but provided no concrete fix, escalation, or replacement path. - **Related call chain**: Follow-up calls by other agents still unresolved; one node remains solid magenta. - **What L2 did**: Verified warranty, performed sysinfo, rebooted primary node, attempted 5-press pairing, and resolved via factory reset and recovery reset. - **Current state**: Resolved. - **L1 learning points**: 1. Confirm WAN connectivity and modem status before suggesting resets. 2. Use correct LED interpretations: MX2000 LEDs are purple/white/red only—no magenta. 3. Initiate RMA for unresponsive nodes under warranty instead of vague escalation. ### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2 - **What L1 saw**: Customer unable to open WebUI on MX6200; white screen after multiple browser attempts. - **Why it escalated**: Vague escalation with no case number, follow-up timeframe, or self-help path. - **Related call chain**: L1 and another agent failed to resolve; customer later reported MX6200 was replaced with MR9600. - **What L2 did**: Performed callback, verified ISP functionality, guided through factory reset, and confirmed resolution via app. - **Current state**: Resolved. - **L1 learning points**: 1. Always provide case number and clear next steps during escalation. 2. Verify ISP service before troubleshooting router WebUI. 3. Offer self-help resources (e.g., factory reset instructions) before escalating. ### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2 - **What L1 saw**: MR8300 reporting slow speeds; out of warranty; unable to test wired connection. - **Why it escalated**: Customer declined paid support; no further action taken. - **Related call chain**: L1 offered factory reset self-help or paid-support; no fix confirmed. - **What L2 did**: Reviewed ticket, confirmed out-of-warranty status, and offered paid support or replacement options. - **Current state**: Resolved. - **L1 learning points**: 1. For out-of-warranty cases, clearly explain paid-support options and self-help paths. 2. Verify modem/ISP speeds before concluding router is the issue. 3. Document all steps and next steps clearly to avoid ambiguity. --- ## Coach Appendix - **Weekly Trend**: MX and MR families dominate handle time with significantly longer averages than other product families. Accuracy scores are lower in these families, indicating a need for focused training on WAN verification and LED-state interpretation. - **Recurring Pattern**: Premature escalation to paid support without exhausting self-help options or confirming warranty status. - **Evidence**: Calls #LTS00130784 and #LTS00125989 demonstrate inconsistent LED interpretation and incomplete troubleshooting protocols. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline. | | [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. | | [#LTS00130924](https://linksys.happyfox.com/staff/ticket/130924/) | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. | | [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | Customer reported the Wi-Fi password now works after re-entering it, but no further validation was performed. | | [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. | | [#LTS00067289](https://linksys.happyfox.com/staff/ticket/67289/) | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. | | [#LTS00130983](https://linksys.happyfox.com/staff/ticket/130983/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. | | [#LTS00124466](https://linksys.happyfox.com/staff/ticket/124466/) | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. | | [#LTS00130984](https://linksys.happyfox.com/staff/ticket/130984/) | 2026-05-27 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. | | [#LTS00130989](https://linksys.happyfox.com/staff/ticket/130989/) | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid-support option; no technical fix was applied or validated. | | [#LTS00056350](https://linksys.happyfox.com/staff/ticket/56350/) | 2026-05-27 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. | | [#GI00130948](https://linksys.happyfox.com/staff/ticket/130948/) | 2026-05-27 | 1.1 | INBOUND | null | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. | | [#LTS00131080](https://linksys.happyfox.com/staff/ticket/131080/) | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. | | [#LTS00131094](https://linksys.happyfox.com/staff/ticket/131094/) | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). | | [#LTS00131117](https://linksys.happyfox.com/staff/ticket/131117/) | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back using case number LTS00039798. No technical resolution confirmed during call. | | [#LTS00131137](https://linksys.happyfox.com/staff/ticket/131137/) | 2026-05-28 | 3.0 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. | | [#LTS00131151](https://linksys.happyfox.com/staff/ticket/131151/) | 2026-05-28 | 1.2 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. | | [#LTS00131158](https://linksys.happyfox.com/staff/ticket/131158/) | 2026-05-28 | 1.5 | INBOUND | E1200 | CONNECTIVITY | Suggest purchasing a new router; factory reset can be tried but not guaranteed to work. No instructions provided. | | [#LTS00131156](https://linksys.happyfox.com/staff/ticket/131156/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. | | [#LTS00103558](https://linksys.happyfox.com/staff/ticket/103558/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Customer instructed to call back using case number LTS00103558. No technical resolution confirmed during call. | | [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) | 2026-05-28 | 3.6 | INBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Customer deleted the Express VPN app; internet connection restored. | | [#LTS00125989](https://linksys.happyfox.com/staff/ticket/125989/) | 2026-05-28 | 3.0 | INBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Agent will send an email with web-UI setup instructions; customer may try another node as parent or consider replacement. | | [#LTS00131293](https://linksys.happyfox.com/staff/ticket/131293/) | 2026-05-28 | 3.0 | INBOUND | LN1200 | SETUP | Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed. | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 | 1.7 | INBOUND | MR7350 | SETUP | Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call. | | [#LTS00131294](https://linksys.happyfox.com/staff/ticket/131294/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path. | | [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 | 1.1 | INBOUND | MX6200 | ACCESS | Vague escalation with no case number, follow-up timeframe, or self-help path provided. | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild. | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.5 | OUTBOUND | WHW03 | SETUP | Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources. | | [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-29 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. | | [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-29 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. | | [#LTS00131356](https://linksys.happyfox.com/staff/ticket/131356/) | 2026-05-29 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | Advise purchase of a new MX series router as the current unit is likely obsolete. | | [#LTS00131361](https://linksys.happyfox.com/staff/ticket/131361/) | 2026-05-29 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics. | | [#LTS00067035](https://linksys.happyfox.com/staff/ticket/67035/) | 2026-05-29 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Advised to consider buying a new primary node; no concrete fix applied. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Offered factory reset self-help or paid-support; no fix confirmed. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing. | | [#LTS00131513](https://linksys.happyfox.com/staff/ticket/131513/) | 2026-05-29 | 1.2 | INBOUND | WRT3200ACM | CONFIGURATION | Agent will research and email instructions after the call; no fix or self-help path provided during the call. | | [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.1 | OUTBOUND | MX4200 | ACCESS | No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected. | | [#LTS00131522](https://linksys.happyfox.com/staff/ticket/131522/) | 2026-05-30 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. | | [#LTS00131523](https://linksys.happyfox.com/staff/ticket/131523/) | 2026-05-30 | 2.3 | INBOUND | WHW03 | ACCESS | Agent offered to email detailed reset instructions, suggested paid on‐site support, and recommended a new router; no fix was confirmed. | | [#LTS00131527](https://linksys.happyfox.com/staff/ticket/131527/) | 2026-05-30 | 1.1 | INBOUND | MX20WH2 | CONNECTIVITY | Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved. | | [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. |