# joziel.licmoan@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 | | --- | --- | --- | --- | --- | --- | | 32 | 17m 19s | MX6200 | CONNECTIVITY | 32 | 3 | ## Work Mix Lens - Frontline-heavy week: 34 LTS queue calls vs 6 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 | 2.30 | 32 | | Protocol | 1.80 | 32 | | Communication | 2.30 | 32 | | Overall | 2.50 | 32 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 3 | 41m 24s | 2.00 | 2.00 | 1.33 | 1.67 | Outlier: 2.8x weekly median handle time | | MX | 13 | 31m 2s | 2.53 | 2.23 | 1.77 | 2.23 | Outlier: 2.1x weekly median handle time | | WHW | 8 | 27m 5s | 2.56 | 2.12 | 1.50 | 2.38 | Outlier: 1.8x weekly median handle time | | MBE | 1 | 19m 43s | 1.40 | 1.00 | 2.00 | 2.00 | | | MR | 6 | 14m 55s | 2.53 | 2.67 | 1.83 | 2.67 | | | OTHER | 1 | 14m 5s | 1.70 | 1.00 | 1.00 | 3.00 | | | EA | 6 | 12m 7s | 2.72 | 3.50 | 1.83 | 2.17 | | | E | 2 | 9m 46s | 2.35 | 1.00 | 1.00 | 2.50 | | | WRT | 1 | 7m 10s | 1.80 | 1.00 | 1.00 | 3.00 | | **Key Observations** - RE is the slowest family at 41m 24s; outlier: 2.8x weekly median handle time. - MX is the slowest family at 31m 2s; outlier: 2.1x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 20m 5s | 2.30 | 2.40 | 1.80 | 2.30 | ✓ | | SETUP | 12 | 18m 7s | 2.40 | 2.30 | 1.80 | 2.30 | ✓ | | ACCESS | 2 | 7m 32s | 3.20 | 4.00 | 2.00 | 2.50 | | ## Week-over-Week Movement - Overall moved down 0.16 vs. last week. - Accuracy moved down 0.25 vs. last week. - Average handle time moved up by 2m 48s. - Family swing: RE handle time moved up by 31m 02s vs. last week. - Family swing: EA handle time moved down by 11m 16s vs. last week. - Family swing: WHW handle time moved up by 8m 07s vs. last week. ## What Went Well 1. **Accurate model identification** - Correctly identified MX6200, WHW03, and EA6350 models from serial numbers and customer descriptions, enabling appropriate troubleshooting paths. - *Example*: In call `#LTS00130613` (MX6200 mesh recovery), the agent verified model and guided a full reset and re-pairing, restoring connectivity. 2. **Effective use of self-help paths** - Provided clear email instructions for reset/reconfiguration on out-of-support devices, aligning with KB guidance. - *Example*: In call `#LTS00130751` (EA6500), the agent accurately identified the device as out-of-support and emailed step-by-step reset instructions. --- ## Growth Opportunities 1. **Correct reset procedures** - *Current practice*: Instructed 30-second resets for MX6200, WHW03, and Velop Pro 6E nodes. - **What good looks like**: Use model-specific reset durations (~15 seconds for MX6200/WHW03, until LED turns off for Velop Pro 6E). Verify LED behavior post-reset and confirm internet connectivity before closing. - *Next step*: Review KB reset guidelines and practice model-specific durations. 2. **Proper pairing methods** 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. - **What good looks like**: Use app/WPS pairing for MX series, physical Pair button for WHW03, and 5-press only for LN1100/LN1400/MBE7000 Cognitive Mesh. - *Next step*: Confirm product family before selecting pairing method and validate node addition in the app. --- ## Next Week's Focus 1. **Verify WAN/internet connectivity** before initiating resets on MX/WHW series. 2. **Collect serial numbers and warranty status** on all hardware-troubleshooting calls. 3. **Use model-specific reset durations** (e.g., 15s for MX6200, 10s for WHW03). 4. **Apply correct pairing method** per product family (app/WPS for MX, Pair button for WHW03). --- ## Technical Accuracy | Type | Transcript Quote (if available) | Note | Ticket | |------------|--------------------------------|------|--------| | **Improvement** | *N/A* | Incorrect reset procedure for Velop Pro 6E (MX6200); should use ~15-second hold until LED turns off, not indefinite hold. | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | | **Improvement** | *N/A* | Misapplied 5-press pairing method to MX6200; correct method is app-based or WPS pairing. | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | | **Improvement** | *N/A* | Provided factually inaccurate support lifecycle information; EA6350 remains supported for basic troubleshooting per KB. | [#LTS00130892](https://linksys.happyfox.com/staff/ticket/130892/) | | **Improvement** | *N/A* | Skipped basic WAN LED check and modem status verification before advising a full reset on MX6200. | [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) | | **Strength** | *N/A* | Accurately recognized EA6350 as older generation and set appropriate expectations for support. | [#LTS00130955](https://linksys.happyfox.com/staff/ticket/130955/) | --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 saw**: MX6200 mesh node with intermittent disconnects, red LED, and no internet. L1 performed reset, 5-press pairing, DNS change, and app reinstallation. - **Why it escalated**: Issue persisted after L1 troubleshooting; customer required immediate resolution to support homeschooling. - **What L2 did**: Verified ISP connectivity, performed advanced troubleshooting (firmware sync, signal strength check), and confirmed mesh stability after 24-hour monitoring. - **Current state**: Resolved after firmware update and proper node pairing. - **L1 learning points**: 1. Always verify ISP/WAN connectivity before resetting mesh nodes. 2. For MX6200, use app/WPS pairing—not 5-press. 3. Document exact troubleshooting sequence and monitor post-fix stability. ### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 - **What L1 saw**: EA7450 unable to access certain websites; extender worked but main node failed. L1 added static DNS and disabled filters. - **Why it escalated**: Issue persisted; customer was on paid support and needed immediate resolution. - **What L2 did**: Identified DNS misconfiguration, adjusted firewall rules, and validated connectivity via wired backup. - **Current state**: Resolved after DNS and firewall corrections. - **L1 learning points**: 1. For EA series, prefer standard DNS (8.8.8.8) over static unless KB dictates otherwise. 2. Check firewall settings when specific sites fail. 3. Offer wired backup connection when wireless fails. ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved by Level 2 - **What L1 saw**: RE6350 extender showed “no internet”; main node online. L1 reset extender and attempted manual setup. - **Why it escalated**: Extender remained offline; customer paid for support and needed resolution. - **What L2 did**: Verified extender firmware, performed clean factory reset, and re-added via app with correct channel selection. - **Current state**: Resolved after firmware update and proper setup. - **L1 learning points**: 1. For RE series, always update firmware before troubleshooting connectivity. 2. Use the Linksys app for RE setup—not web UI. 3. Confirm extender LED is solid green before closing the call. --- ## Coach Appendix *High-signal trend*: Frontline-heavy week with RE/MX/WHW handle times 1.8–2.8x median. Key gaps in reset duration accuracy and pairing method application. Prioritize model-specific reset procedures and pairing validation to improve resolution rates and reduce escalation volume.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) | 2026-05-25 | 3.0 | INBOUND | EA6500 | CONNECTIVITY | Closed with self-help | | [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) | 2026-05-25 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 | 1.3 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 | 1.5 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 | 3.0 | OUTBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-25 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 | 3.0 | INBOUND