# leo.lluisma@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 |
| --- | --- | --- | --- | --- | --- |
| 9 | 26m 14s | MX6200 | CONNECTIVITY | 9 | — |

## Work Mix Lens
- Frontline-heavy week: 9 LTS queue calls vs 0 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 | 2.11 | 9 |
| Protocol | 2.00 | 9 |
| Communication | 2.22 | 9 |
| Overall | 2.14 | 9 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 5 | 46m 25s | 2.10 | 1.60 | 2.20 | 2.20 | Outlier: 2.9x weekly median handle time |
| EA | 3 | 15m 55s | 1.87 | 1.67 | 1.67 | 2.33 |  |
| WRT | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 46m 25s; outlier: 2.9x weekly median handle time.
- EA is one of the slowest families at 15m 55s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 4 | 40m 16s | 2.15 | 1.75 | 2.00 | 2.25 | ✓ |
| ACCESS | 2 | 28m 4s | 1.60 | 1.00 | 2.00 | 2.50 | ✓ |
| SETUP | 2 | 41m 49s | 3.10 | 2.50 | 3.00 | 2.50 |  |
| NO TROUBLESHOOTING NEEDED | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 |  |

## Week-over-Week Movement
- Overall moved down 0.28 vs. last week.
- Accuracy moved down 0.59 vs. last week.
- Protocol moved up 0.22 vs. last week.
- Average handle time moved up by 15m 45s.
- Family swing: MX handle time moved up by 35m 52s vs. last week.
- Family swing: WRT handle time moved up by 8m 59s vs. last week.
- Family swing: EA handle time moved up by 5m 39s vs. last week.

## What Went Well

> **Accurate model identification and firmware guidance**  
> Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.  
> [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/)

> **Successful mesh setup guidance**  
> Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list.  
> [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/)

---

## Growth Opportunities

> **Incorrect technical guidance and lack of troubleshooting**  
> Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply.  
> **Next step**: Always verify product support status via KB before stating eligibility, and provide standard troubleshooting steps for password recovery.  
> [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/)

> **Incorrect URL and password guidance**  
> Provided incorrect router admin URL ([REDACTED_PHONE]) and incorrect default password ('admin') for SPNM model.  
> **Next step**: Use the correct admin URLs (`http://[REDACTED_PHONE]` or `myrouter.info`) and verify default credentials per model before instructing customers.  
> [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/)

---

## Next Week's Focus

1. **Verify product support status before stating eligibility** — cross-check KB for end-of-life status and available support options.
2. **Use correct admin URLs and default credentials** — confirm model-specific access details and avoid generic instructions.
3. **Improve efficiency in MX mesh troubleshooting** — streamline diagnostic steps and reduce handle time for connectivity issues.
4. **Enhance communication clarity** — avoid long silences and ensure all guidance is concise and actionable.

---

## Technical Accuracy

**Improvement**  
> Incorrectly stated EA6350 is end-of-support and failed to provide any troubleshooting steps (e.g., factory reset, admin login).  
> **Note**: The EA6350 is eligible for basic support; standard password recovery procedures apply.  
> [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/)

**Improvement**  
> Directed customer to unsafe external site (reddit.com) and misidentified model as 'ETL link-on link 1200'.  
> **Note**: Avoid directing customers to unsupported external sites; always use Linksys-approved resources.  
> [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/)

**Improvement**  
> Provided incorrect admin URL ([REDACTED_PHONE]) and incorrect default password ('admin') for SPNM model.  
> **Note**: Use correct URLs (`http://[REDACTED_PHONE]` or `myrouter.info`) and verify default credentials per model.  
> [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/)

**Improvement**  
> Provided incorrect and unsafe URL ('linkssystem.com') and falsely claimed EA6400 has no firmware updates and is end-of-life.  
> **Note**: Use correct support domain (`support.linksys.com`) and verify firmware availability via KB.  
> [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/)

**Strength**  
> Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list.  
> **Note**: Effective local setup guidance for MX6200 mesh systems.  
> [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/)

---

## Coaching Moments

**Strength**  
> Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.  
> **Note**: Accurate model identification and firmware guidance.  
> [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/)

**Improvement**  
> Incorrect admin URL for MX6200 (myrouter.info instead of http://[REDACTED_PHONE] or http://myrouter.local).  
> **Note**: Use correct admin URLs for MX6200 models.  
> [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/)

**Improvement**  
> Incorrect password guidance, including asking the customer to guess the router password and not clarifying the default password (admin).  
> **Note**: Provide clear password guidance and default credentials.  
> [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/)

**Improvement**  
> Failure to verify internet connectivity after nodes showed solid white LEDs.  
> **Note**: Always confirm internet connectivity post-troubleshooting.  
> [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/)

**Improvement**  
> Poor call control with multiple long silences and agent leaving the call twice for restroom breaks.  
> **Note**: Maintain efficient call flow and minimize unnecessary hold times.  
> [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/)

---

## Escalation Lessons: What L2 Did

**No escalated case learning was available for this report.**

---

## Coach Appendix

- **Highest-signal weekly trend**: Accuracy scores dropped significantly, primarily due to incorrect technical guidance (e.g., misstated product support status, unsafe URLs, and incorrect admin credentials). Focus on verifying KB information and using model-specific troubleshooting steps.
- **Recurring pattern**: Inefficient call handling and long silences impacted handle time and customer experience. Prioritize concise communication and active call control.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) | 2026-05-26 00:43:17+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | Customer advised to use Linksys AI chat for password recovery steps or consider purchasing a new router. |
| [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) | 2026-05-26 17:25:57+00:00 | 1.1 | INBOUND | MX2000 | CONNECTIVITY | Agent advised customer to purchase a new router; no troubleshooting, warranty check, or self-help resources provided despite KB availability. |
| [#LTS00130995](https://linksys.happyfox.com/staff/ticket/130995/) | 2026-05-27 02:52:10+00:00 | 3.0 | INBOUND | EA3500 | CONNECTIVITY | Advised to connect to default Cisco SSID and re‑configure, or replace the router with a newer mesh system. Ticket #130‑995 logged. |
| [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) | 2026-05-28 01:06:14+00:00 | 3.2 | INBOUND | WRT3200ACM | NO TROUBLESHOOTING NEEDED | Provided firmware version information; customer declined further assistance and opted for self-help via Linksys website. |
| [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) | 2026-05-28 01:21:47+00:00 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Node reset and 5-press pairing completed; all nodes now show solid white. Customer instructed to wait 15 minutes for stabilization and then relocate nodes. Case number provided for follow-up. |
| [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) | 2026-05-28 03:55:47+00:00 | 1.7 | OUTBOUND | MX2001SH | ACCESS | Agent placed customer on hold after incomplete reconfiguration, with no confirmation of success or follow-up plan. |
| [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) | 2026-05-29 00:50:44+00:00 | 3.4 | INBOUND | MX6200 | SETUP | Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed. |
| [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) | 2026-05-29 02:12:49+00:00 | 1.1 | INBOUND | EA6400 | CONNECTIVITY | Agent advised customer to purchase a new router based on incorrect technical claims and without diagnostics or warranty verification. |
| [#LTS00131362](https://linksys.happyfox.com/staff/ticket/131362/) | 2026-05-29 02:30:06+00:00 | 2.8 | INBOUND | MX2000 | SETUP | Internet connectivity restored; customer instructed to keep the new SSID/password and use the emailed KB article for future node additions. |