# paolo.ebora@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 |
| --- | --- | --- | --- | --- | --- |
| 6 | 44m 48s | MX6200 | CONNECTIVITY | 6 | 6 |

## Work Mix Lens
- Escalation-heavy week: 6 TE-owned calls vs 0 LTS queue calls.
- Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.17 | 6 |
| Protocol | 1.50 | 6 |
| Communication | 2.00 | 6 |
| Overall | 1.83 | 6 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 2 | 66m 12s | 2.50 | 3.00 | 2.00 | 2.00 |  |
| MR | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 |  |
| EA | 1 | 44m 20s | 1.30 | 1.00 | 1.00 | 2.00 |  |
| WRT | 1 | 28m 54s | 3.00 | 4.00 | 2.00 | 2.00 |  |
| MBE | 1 | 16m 8s | 1.30 | 1.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 66m 12s.
- MR is one of the slowest families at 46m 21s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 4 | 54m 18s | 1.75 | 1.75 | 1.25 | 2.00 | ✓ |
| SETUP | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
| ACCESS | 1 | 4m 36s | 3.60 | 5.00 | 3.00 | 2.00 |  |

## Week-over-Week Movement
- Accuracy moved down 0.15 vs. last week.
- Protocol moved up 0.20 vs. last week.
- Average handle time moved up by 8m 52s.
- Family swing: WRT handle time moved up by 16m 48s vs. last week.
- Family swing: MX handle time moved up by 14m 41s vs. last week.

## What Went Well

1. **Professional tone in rescheduling**  
   > “I will be calling you, sir, 4:00 P.M. tomorrow.”  
   *[#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/)*  
   - Maintained politeness and clarity while confirming a concrete next step, achieving operational closure on a scheduling call.

2. **Corrected wired connectivity on WRT3200ACM**  
   - Guided a full power cycle, accessed router admin at the correct IP, and verified WAN/LAN status, restoring internet via wired connection.  
   *[#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/)*  

3. **Empathy during coverage discussion**  
   - Acknowledged environmental challenges affecting mesh signal and related to customer frustration over device longevity.  
   *[#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/)*  

---

## Growth Opportunities

1. **Validate router access methods and reset procedures**  
   > “http://[REDACTED_PHONE]” (incorrect)  
   > “5‑press reset/pairing method” (unsupported on MR2000)  
   *[#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/)*  
   - **Next step**: Always verify supported URLs (`myrouter.info`/`myrouter.local`) and avoid unsupported resets. Confirm WAN status before proceeding.

2. **Strengthen product knowledge and warranty verification**  
   > “MPE 7000” (invalid model)  
   > No serial/warranty check during hardware discussions  
   *[#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/)*  
   - **Next step**: Collect serial numbers and verify warranty eligibility upfront. Reference valid product lines (e.g., MX, MBE, SPNM) and current pricing before suggesting upgrades.

---

## Next Week's Focus

1. **Pre-call checks**: Verify product model, serial number, and warranty status before troubleshooting hardware issues.  
2. **Diagnostic discipline**: For connectivity cases, confirm WAN/LAN status via `myrouter.info` and avoid unsupported reset methods.  
3. **Clear escalation handoffs**: Document exact steps taken, observed behaviors, and customer instructions to ensure L2 continuity.  
4. **Time management**: Target average handle time under 30 minutes for MX/MR cases by leveraging KB articles and limiting redundant steps.

---

## Technical Accuracy

### **Improvement**  
- Agent provided incorrect URLs (`myrouter.to local`, `myrouter.org`) and an unsupported 5‑press reset method for MR2000, leading to unresolved issue.  
  *[#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/)*  

### **Improvement**  
- Claimed firmware reflash could take 24 hours and misdefined Mbps as megabytes per second, demonstrating fundamental technical inaccuracies.  
  *[#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/)*  

### **Improvement**  
- Provided incorrect product information ('MPE 7000') and pricing, undermining trust in guidance.  
  *[#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/)*  

### **Strength**  
- Correctly used `http://[REDACTED_PHONE]` for router access and restored wired connectivity, aligned with KB for WRT Series.  
  *[#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/)*  

---

## 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 parent node solid red, intermittent internet; child node solid white. L1 misidentified product family, applied invalid 5‑press reset, and initiated unauthorized remote access.  
- **Why it escalated**: Incorrect product identification, unsupported procedures, and unresolved connectivity.  
- **Related call chain**: Multiple L1 attempts (c87810c2, 3eb5c2d2, a65212ea, 4c7e52da, e408c7be, 0e98a490) showed inconsistent guidance and escalating frustration.  
- **What L2 did**: Verified SPNM mesh behavior, guided proper reset via hold-for-10-seconds, accessed `myrouter.info`, and confirmed hardware fault requiring RMA.  
- **Current state**: Resolved via RMA approval.  
- **L1 learning points**:  
  1. Confirm product family before troubleshooting (SPNM vs. MX).  
  2. Use only supported resets (hold-for-10-seconds, not 5‑press).  
  3. Avoid unauthorized remote access; escalate clearly with documented steps.  

*(Additional escalation summaries omitted for brevity; full details in Coach Appendix.)*

---

## Coach Appendix

- **Weekly trend**: Technical inaccuracies (URLs, resets, product info) dominate unresolved cases. Protocol improvements noted in callback clarity.  
- **Recurring pattern**: Escalations stem from incomplete diagnostics and insufficient product/warranty validation. Focus next week on structured pre-troubleshooting checks.  
- **Evidence governance**: All quotes above are verbatim from `transcript_excerpt` or `coaching_moments_json`. PII redaction preserved per policy.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-05-26 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | ⏳ Pending |
| [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 | 1.4 | OUTBOUND | MR2000 | SETUP | ⏳ Pending |
| [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) | 2026-05-28 | 1.3 | OUTBOUND | EA7450 | CONNECTIVITY | ⏳ Pending |
| [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) | 2026-05-28 | 1.3 | INBOUND | MBE7000 | CONNECTIVITY | ⏳ Pending |
| [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 3.6 | OUTBOUND | MX4200 | ACCESS | Callback set |
| [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 | 3.0 | OUTBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved |