# paulo.real@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 | | --- | --- | --- | --- | --- | --- | | 13 | 28m 4s | MX2000 | CONNECTIVITY | 13 | 7 | ## Work Mix Lens - Hybrid week: 7 LTS queue calls and 7 TE-owned calls. - Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.38 | 13 | | Protocol | 1.62 | 13 | | Communication | 2.08 | 13 | | Overall | 2.15 | 13 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 5 | 43m 3s | 1.86 | 2.00 | 1.40 | 2.20 | Outlier: 1.5x weekly median handle time | | EA | 3 | 41m 59s | 2.07 | 2.00 | 1.67 | 2.00 | Outlier: 1.5x weekly median handle time | | E | 1 | 36m 56s | 3.20 | 4.00 | 2.00 | 2.00 | | | OTHER | 1 | 18m 38s | 3.60 | 5.00 | 2.00 | 3.00 | | | MR | 3 | 13m 15s | 2.33 | 3.33 | 2.00 | 2.00 | | | WHW | 1 | 8m 11s | 1.30 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 43m 3s; outlier: 1.5x weekly median handle time. - EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 34m 18s | 1.78 | 2.00 | 1.60 | 2.00 | ✓ | | ACCESS | 2 | 13m 26s | 2.10 | 3.00 | 1.50 | 1.50 | | | SETUP | 2 | 27m 47s | 2.35 | 3.00 | 2.00 | 2.50 | | | NO TROUBLESHOOTING NEEDED | 2 | 23m 42s | 2.65 | 3.00 | 1.50 | 3.00 | | | HARDWARE | 1 | 23m 9s | 1.20 | 1.00 | 2.00 | 2.00 | ✓ | ## Week-over-Week Movement - Overall moved down 0.33 vs. last week. - Accuracy moved down 0.60 vs. last week. - Average handle time moved up by 7m 08s. - Family swing: WHW handle time moved down by 5m 20s vs. last week. ## What Went Well 1. **Correct technical guidance for router setup** > "Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required." [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) 2. **Accurate identification of discontinued remote access feature** > "Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported." [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) --- ## Growth Opportunities 1. **Incorrect troubleshooting guidance for mesh node pairing** > "Node deemed defective; out of warranty; no replacement offered; no further troubleshooting or self-help provided." [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) *Next step*: **Always verify reset duration (10–15s, not 1m) and LED states (solid blue = ready for setup)** before declaring hardware failure. 2. **Failure to perform basic troubleshooting for connectivity issues** > "No troubleshooting performed despite a clear post-outage hardware issue." [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) *Next step*: **Run WAN/internet checks, validate LED states, and test with direct modem connection before escalating or offering paid support**. --- ## Next Week's Focus 1. **Validate reset durations and LED states** against KB for mesh devices (MX, MR, WHW) before concluding hardware faults. 2. **Perform structured connectivity diagnostics**: WAN check → direct modem test → LED validation → firmware check. 3. **Collect serial numbers and warranty status** on every call to avoid protocol gaps. 4. **Use KB articles for storm-related issues** (e.g., power-cycle sequences) before offering paid support. --- ## Technical Accuracy ### **Improvement** - **Incorrect reset duration (1 minute) instructed for WHW01 node; KB specifies 10-15 seconds for mesh nodes.** [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) ### **Improvement** - **No troubleshooting performed for post-outage connectivity issue despite clear environmental trigger.** [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) ### **Improvement** - **Incorrect statement about support availability for out-of-warranty devices.** [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) ### **Improvement** - **Incorrect LED interpretation for EA8300 router (green/blue vs. solid white).** [#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/) --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) — Resolved by Level 2 - **What L1 saw**: Customer unable to configure E5400 after ISP modem bridge. - **Why it escalated**: L1 failed to confirm modem bridge mode, provided incorrect remote-session guidance, and omitted warranty/serial collection. - **What L2 did**: Verified modem bridge mode, guided physical wiring (modem→WAN, computer→LAN), configured Wi‑Fi via admin UI, and performed speed test (~95 Mbps). - **Current state**: Resolved. - **L1 learning points**: 1. Confirm modem bridge mode and direct internet access before router setup. 2. Provide router admin URL (`http://[IP]` or `http://myrouter.local`). 3. Collect serial number and verify warranty status during setup calls. ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw**: WHW01 node stayed solid blue, unable to pair. - **Why it escalated**: L1 misinterpreted solid-blue LED as failure (KB: solid blue = ready for setup) and instructed invalid 1-minute reset. - **What L2 did**: Explained solid blue means “ready for setup,” guided through correct 15-second reset, and verified proximity/signal strength. - **Current state**: Resolved. - **L1 learning points**: 1. Solid blue LED = setup-ready; never declare defect without verifying proximity and signal. 2. Always use 10–15s reset for mesh nodes (KB). 3. Guide customers through pair button or 5-press before app pairing. --- ## Coach Appendix - **Top trend**: **Connectivity issues in MX/EA families** dominate handle time and lower scores due to incomplete diagnostics (WAN checks, LED validation). - **Recurring pattern**: **Mesh node pairing errors** (incorrect reset durations, LED misinterpretation) lead to premature hardware defect declarations. - **Actionable insight**: Implement **structured connectivity flow** (WAN → direct modem → LED → firmware) to reduce escalations and improve accuracy. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) | 2026-05-25 | 1.7 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | ↑ Escalated | | [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) | 2026-05-26 | 3.2 | INBOUND | E5400 | SETUP | ✓ Resolved | | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-05-26 | 2.6 | INBOUND | MR5500 | CONNECTIVITY | ↻ Callback set | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-26 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-27 | 1.3 | OUTBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) | 2026-05-28 | 1.8 | INBOUND | MX2000 | SETUP | ↻ Callback set | | [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) | 2026-05-28 | 1.2 | INBOUND | MR6350 | HARDWARE | ⚠ Closed incorrectly | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-28 | 3.2 | OUTBOUND | MR5500 | ACCESS | ✓ Likely resolved | | [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 | 1.0 | INBOUND | MX6200 | ACCESS | — | | [#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/) | 2026-05-30 | 3.6 | INBOUND | SE3005 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/) | 2026-05-30 | 1.8 | INBOUND | EA6100 | SETUP | ↻ Callback set | | [#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/) | 2026-05-30 | 1.4 | INBOUND | EA8300 | CONNECTIVITY | ↻ Callback set | | [#LTS00131531](https://linksys.happyfox.com/staff/ticket/131531/) | 2026-05-30 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ⏳ Pending |