# mikaelhjoshua.anasco@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 |
| --- | --- | --- | --- | --- | --- |
| 22 | 23m 35s | WHW03 | SETUP | 22 | 6 |

## Work Mix Lens
- Frontline-heavy week: 18 LTS queue calls vs 7 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 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.30 | 22 |
| Overall | 2.20 | 22 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 4 | 44m 36s | 2.58 | 2.50 | 1.75 | 2.25 | Outlier: 2.6x weekly median handle time |
| LN | 2 | 43m 32s | 1.70 | 1.00 | 1.50 | 2.50 | Outlier: 2.5x weekly median handle time |
| MX | 5 | 33m 46s | 2.08 | 1.20 | 1.80 | 2.80 | Outlier: 2.0x weekly median handle time |
| MR | 2 | 28m 32s | 1.80 | 2.00 | 2.00 | 2.50 | Outlier: 1.7x weekly median handle time |
| EA | 2 | 17m 8s | 1.60 | 1.00 | 2.00 | 2.00 |  |
| SPN | 6 | 13m 46s | 2.42 | 2.67 | 1.83 | 2.67 |  |
| E | 1 | 10m 16s | 1.50 | 1.00 | 1.00 | 1.00 |  |
| RE | 2 | 8m 19s | 2.15 | 2.00 | 1.00 | 1.50 |  |
| OTHER | 1 | 4m 44s | 3.00 | 4.00 | 1.00 | 2.00 |  |

**Key Observations**
- WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
- LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 8 | 33m 46s | 2.00 | 1.90 | 1.80 | 2.40 | ✓ |
| ACCESS | 6 | 11m 21s | 2.30 | 2.20 | 1.80 | 2.30 |  |
| CONNECTIVITY | 5 | 24m 38s | 2.10 | 2.00 | 2.00 | 2.40 | ✓ |
| GENERAL INQUIRY | 2 | 5m 44s | 2.40 | 3.00 | 1.50 | 1.50 |  |

## Week-over-Week Movement
- Overall moved down 0.26 vs. last week.
- Accuracy moved down 0.18 vs. last week.
- Average handle time moved down by 2m 25s.
- Family swing: WHW handle time moved up by 19m 04s vs. last week.
- Family swing: SPN handle time moved down by 18m 22s vs. last week.
- Family swing: OTHER handle time moved down by 4m 00s vs. last week.

## What Went Well
- **Effective use of recovery key for password reset**: Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.
- **Persistence in troubleshooting**: Agent persisted in trying multiple troubleshooting methods rather than ending the call abruptly.

## Growth Opportunities
- **Incorrect technical guidance on router setup**: Provided incorrect default admin credentials (admin/admin) for SPNM60, contradicting Linksys KB.
- **Failure to verify product model before troubleshooting**: Failed to confirm product model despite serial number being provided, leading to ambiguous instructions.

## Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve model verification before providing technical guidance
- Ensure correct default credentials and reset procedures per KB
- Reduce reliance on incorrect pairing methods for unsupported devices
- Enhance troubleshooting discipline and follow-up protocols

## Technical Accuracy
**Improvement**
Agent incorrectly advised using 'admin/admin' as default credentials for SPNM60, which is inaccurate per KB. Correct default is Wi-Fi password printed on label.

**Improvement**
Agent applied 5-press reset method to SPNM device, which is not supported. Correct method for SPNM is Pair button.

**Improvement**
Agent failed to confirm product model before providing troubleshooting steps, leading to incorrect guidance.

**Improvement**
Agent incorrectly stated that cognitive-mesh must always remain the parent node, contradicting KB guidance that MX-series can act as parent in mixed topology.

## Coaching Moments
No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did
### — — Resolved
- Call Outcome: Escalated to second-level technicians; pending callback within 24-48 business hours despite customer's request for immediate callback.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-25 09:27:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-25 13:56:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 13:56:33', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 15:09:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:29 PM MNL 5/25/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Available – yes he is Verify the issue One of the nodes connects to the farthest instead to closest Remote access the settings using linksys tool – not working Using computer – open browser – access [REDACTED_PHONE] Able to login Wifi settings – advanced – node steering – ask to turn it off – done Customer then check the signal stregths of each node He then checks the nodes connection...'}, {'timestamp': '2026-05-25 15:19:13', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi Roberts, As previously discussed, please don’t hesitate to reach out if you need any assistance. I’d be happy to help. Thank you.'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: Customer advised to verify modem internet with a wired device, obtain an Ethernet adapter if needed, and wait for a scheduled callback for further troubleshooting.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:04:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-25 17:45:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '-Claimed ticket from TE Queue: 05/26/2026;01:45am MNL'}, {'timestamp': '2026-05-25 17:45:52', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 17:49:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello Johnny, Greetings! Your case has been forwarded to the Linksys Customer Support Team for assistance with configuring your Linksys WHW03 device. We will contact you tomorrow at 09:00 AM EDT via [REDACTED_PHONE] to follow up on your ticket. We look forward to speaking with you. Thank you!'}, {'timestamp': '2026-05-26 15:14:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: [REDACTED_PHONE]*# Time: 09:06am EDT -Already swapped the nodes -New Router: TP Link Archer BE5000 ——He wanted to add the Linksys nodes to the TP Link Archer router -Placed the call on hold -Customer agreed -Explained the cascade process; he said we can give it a shot -Acknowledged -Let him gather all nodes -Reset the node; did not connect anything to it yet -Set it up under Web UI ——with different Wi-Fi name -LED: Blinking Red -Connect a cable from the Archer Router to the Node ——...'}, {'timestamp': '2026-05-26 15:15:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}, {'timestamp': '2026-05-28 15:27:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, Leonisa Bless Esling, New Survey Response received. Please see details below: **CSAT:** 5 **Resolution Rate:** Yes **FCR:** 2 contacts **Customer’s Feedback:**'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: No resolution or actionable next step provided.
- Current Status: Resolved

### — — Resolved
- Call Outcome: Advise customer to contact their ISP (NewTube) for possible firmware/app updates and to request engineering review for future compatibility.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-27 10:22:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Sir, This is Josh from Linksys Technical Support. Thank you again for contacting our support. As promised, rest assured that the feature request regarding the router being compatible with the Linksys app and more parental control options will be forwarded to our engineering team. However, again, there is no guarantee that the requested features will be added. Thank you so much for your patience and cooperation. If you wish to speak to a technical representative, you can call our hotline pleas...'}, {'timestamp': '2026-05-27 10:23:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}, {'timestamp': '2026-05-27 10:32:05', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: Wants to use parental control & Access the web UI Model Number: SPNM60TB Serial Number: LK60TB5Q26006433 Warranty Start Date: Jun 11, 2026 -Customer has 1 node -Customer is trying to log into the Linksys app to use the parental control feature -Educated the customer that the router isn’t compatible with the Linksys app & it only has instant-safety feature -Educated about the instant safety functionality -Customer understood -Customer already logged into the Linksys Now web UI....'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: Escalated to second‑level technicians for a full mesh rebuild and deeper WAN diagnostics.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-27 13:29:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-27 17:23:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-27 17:23:59', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:57:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "CAT Callback: 12:45 AM MNL 5/28/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Available – yes Got the system last January Sometimes losses connection Phones connect but sometimes it shows no internet Some devices won't connect Xbox and TV are not connected I ask if he has a computer – his checking Open browser – remote access Session ID: [REDACTED_PHONE] Access the UI Able to login Access connectivity Disabled IPV6 – done Added a static DNS 1.1.1.1 and 1.0.0.1..."}, {'timestamp': '2026-05-27 17:57:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

## Coach Appendix
Weekly pattern unavailable.
Focus points: Improve model verification before providing technical guidance; Ensure correct default credentials and reset procedures per KB; Reduce reliance on incorrect pairing methods for unsupported devices

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| #TE00128992 | 2026-05-25 08:05:22+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Escalated to second-level technicians; pending callback within 24-48 business hours despite customer's request for immediate callback. |
| #GI00130701 | 2026-05-25 11:36:49+00:00 | 3.00 | OUTBOUND | — | GENERAL INQUIRY | Advised to purchase through Lazada or Shopee and to claim warranty by returning the device to the retailer where it was bought. |
| #LTS00130704 | 2026-05-25 12:15:07+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | No resolution achieved. Agent incorrectly declared the node reconfigured and functioning without validation. |
| #TE00130712 | 2026-05-25 13:14:18+00:00 | 2.60 | INBOUND | WHW03 | SETUP | Customer advised to verify modem internet with a wired device, obtain an Ethernet adapter if needed, and wait for a scheduled callback for further troubleshooting. |
| #TE00130712 | 2026-05-25 14:09:30+00:00 | 1.40 | OUTBOUND | WHW03 | SETUP | Escalated to Level-2 technical team; scheduled callback; advised customer to purchase Ethernet adapter for direct modem testing. |
| #LTS00130828 | 2026-05-26 08:51:25+00:00 | 3.30 | INBOUND | WHW0301GC | ACCESS | Admin password reset completed; customer logged into the app and confirmed nodes are online. |
| #LTS00130836 | 2026-05-26 09:44:03+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Allow the firmware update to complete, reinstall the Linksys app, relocate child nodes, and verify that the Wi-Fi network configuration completes and provides internet access. |
| #GI00130842 | 2026-05-26 11:33:50+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | Inquiry forwarded to higher management; customer expects email response within 24–48 hours. |
| #LTS00130844 | 2026-05-26 12:19:54+00:00 | 1.30 | INBOUND | SPNM60CF | ACCESS | No resolution or actionable next step provided. |
| #LTS00130847 | 2026-05-26 12:37:35+00:00 | 1.50 | INBOUND | E1200 | CONNECTIVITY | Email with reset instructions promised; customer advised to purchase a new router (incorrect model recommended). |
| #LTS00130864 | 2026-05-26 13:32:38+00:00 | 1.40 | INBOUND | EA7300 | ACCESS | Customer to attempt password reset via the correct smartwifi.com portal; no confirmation of success or next steps established. |
| #LTS00105032 | 2026-05-26 17:01:42+00:00 | 1.30 | INBOUND | RE6300 | ACCESS | No resolution provided. Call ended abruptly without next steps or follow-up. |
| #LTS00105032 | 2026-05-26 17:06:28+00:00 | 3.00 | INBOUND | RE6300 | ACCESS | Agent stated the EA9300 is discontinued and unsupported; no troubleshooting, self-help, or escalation path was offered. |
| #LTS00131011 | 2026-05-27 10:01:14+00:00 | 2.80 | INBOUND | SPNM60TB | ACCESS | Advise customer to contact their ISP (NewTube) for possible firmware/app updates and to request engineering review for future compatibility. |
| #LTS00131016 | 2026-05-27 10:53:48+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Node is back online with good signal; advise to keep node within proper range and monitor for any further drops. |
| #TE00123101 | 2026-05-27 12:00:51+00:00 | 1.40 | INBOUND | LN11011202 | SETUP | Escalated to second‑level technicians for a full mesh rebuild and deeper WAN diagnostics. |
| #TE00123101 | 2026-05-27 13:58:52+00:00 | 2.00 | INBOUND | LN11011202 | SETUP | Case escalated to second-level support; customer advised to await callback within 24 business hours. |
| #LTS00131036 | 2026-05-27 14:01:28+00:00 | 1.80 | INBOUND | MR20EC | SETUP | None provided; agent indicated out-of-warranty status but gave no actionable steps or follow-up plan. |
| #LTS00131036 | 2026-05-27 14:06:08+00:00 | 1.80 | INBOUND | MR20EC | SETUP | Agent asked customer to email a copy of the receipt/order number for warranty verification; no definitive configuration or internet verification completed. |
| #LTS00131048 | 2026-05-27 15:08:24+00:00 | 1.80 | INBOUND | EA6500 | ACCESS | Agent promised to send reset and reconfiguration instructions via email; no immediate fix or confirmation achieved. |
| #LTS00061736 | 2026-05-28 01:37:11+00:00 | 1.10 | INBOUND | SPNMX56CF | CONNECTIVITY | None provided; agent gave unverified phone number and ended call without guidance. |
| #LTS00131192 | 2026-05-28 09:03:17+00:00 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | Customer performed reset and reported internet connectivity; app login and admin access not verified. No follow-up scheduled or KB/email provided. |
| #LTS00131198 | 2026-05-28 09:55:21+00:00 | 4.50 | INBOUND | SPNMX42GC | ACCESS | Password reset using router password and recovery key; customer logged into the app successfully. |
| #LTS00131199 | 2026-05-28 10:35:02+00:00 | 3.00 | INBOUND | SPNMX42GC | ACCESS | Agent scheduled a callback for when the customer is at home to perform further troubleshooting. |
| #LTS00131201 | 2026-05-28 11:55:23+00:00 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | Agent provided an unverified 11-digit number instead of confirmed ISP contact details; no troubleshooting or resolution. |
| #TE00037591 | 2026-05-28 12:46:08+00:00 | 1.50 | INBOUND | MX2000 | SETUP | No definitive fix. Agent incorrectly concluded PC had no valid IP despite customer confirming internet access. No follow-up scheduled. |
| #TE00037591 | 2026-05-28 13:34:25+00:00 | 1.40 | OUTBOUND | MX2000 | SETUP | Escalated to L2 support; customer advised to await callback within 2–3 hours or 24 business hours. |