# regin.magnetico@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 | | --- | --- | --- | --- | --- | --- | | 45 | 16m 49s | WHW03 | SETUP | 44 | — | ## Work Mix Lens - Frontline-heavy week: 52 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. - Merged HappyFox agent aliases: Regin Magnetico, regin.magnetico@concentrix.com ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 45 | | Protocol | 1.80 | 45 | | Communication | 2.20 | 45 | | Overall | 2.40 | 45 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 2 | 69m 30s | 1.65 | 1.50 | 1.50 | 2.00 | Outlier: 4.0x weekly median handle time | | WHW | 13 | 30m 10s | 2.29 | 2.23 | 1.62 | 2.15 | Outlier: 1.7x weekly median handle time | | OTHER | 7 | 20m 26s | 2.29 | 3.14 | 1.43 | 1.57 | | | LN | 1 | 19m 24s | 3.70 | 5.00 | 2.00 | 2.00 | | | MX | 12 | 17m 39s | 2.31 | 2.75 | 1.92 | 2.25 | | | SPN | 2 | 16m 56s | 2.90 | 3.00 | 2.00 | 2.50 | | | EA | 3 | 14m 26s | 2.50 | 1.67 | 2.00 | 2.33 | | | MR | 6 | 14m 18s | 2.23 | 2.67 | 1.33 | 2.00 | | | MBE | 2 | 8m 52s | 3.10 | 3.50 | 2.00 | 3.50 | | | E | 5 | 7m 11s | 1.98 | 2.40 | 1.60 | 2.00 | | **Key Observations** - RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time. - WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 15 | 22m 22s | 2.20 | 2.40 | 1.80 | 2.10 | ✓ | | CONNECTIVITY | 14 | 21m 27s | 2.30 | 2.20 | 1.90 | 2.20 | ✓ | | ACCESS | 6 | 18m 25s | 2.50 | 3.00 | 1.80 | 2.20 | | ## Week-over-Week Movement - Average handle time moved up by 1m 39s. - Family swing: RE handle time moved up by 46m 19s vs. last week. - Family swing: SPN handle time moved down by 24m 32s vs. last week. - Family swing: MX handle time moved down by 11m 11s vs. last week. ## What Went Well 1. **Accurate model identification and compatibility confirmation** > *“Yes, sir. For our intelligent mesh that is plugged in, that would still work with your MR9600.”* [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) 2. **Effective troubleshooting guidance for Wi‑Fi connectivity** > *“Unplug modem and router, wait 30-60 seconds, power back on.”* [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) --- ## Growth Opportunities 1. **Correct LED interpretation and reset procedures** > *“Solid purple means ready state; MX6200 ready state is solid blue per KB. Incorrect reset duration: 20-30 seconds instead of 10 seconds.”* [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) *Next step: Reference KB-led tables before stating LED states; use 10-second reset for Velop/MX series.* 2. **Verify WAN/internet connectivity before mesh troubleshooting** > *“Failed to check modem/WAN status before concluding ISP outage.”* [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) *Next step: Always test modem lights and wired connection first; use `myrouter.local` for local UI access.* --- ## Next Week's Focus 1. **WAN-first triage**: Confirm modem lights and wired connectivity before mesh diagnostics. 2. **LED cheat sheet**: Keep model-specific LED meanings (e.g., WHW03 solid purple = setup, solid white = online) on desk. 3. **Reset precision**: Use 10-second reset for Velop/MX; document steps in HappyFox before closing. 4. **Serial number protocol**: Capture serial/model early to enable warranty/LED checks. --- ## Technical Accuracy ### **Improvement** > *“Provided incorrect LED interpretation for MX6200 model during factory reset process.”* [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) *Note: MX6200 ready state is solid blue, not purple. 5-press pairing is invalid for this model.* ### **Improvement** > *“Did not attempt basic mesh troubleshooting steps (reset, LED check, admin access) before offering paid support.”* [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) *Note: Always attempt free resets/LED validation before paid escalation per KB.* ### **Strength** > *“Correctly confirmed WHW01P compatibility with MR9600 router.”* [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) *Note: Validated per Velop mesh compatibility KB.* --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did **No escalated case learning was available for this report.** --- ## Coach Appendix - **Top trend**: RE and WHW calls dominate handle time with low accuracy scores. Prioritize WAN verification and LED interpretation training. - **Recurring gap**: Skipping WAN checks before mesh troubleshooting led to misdirected effort. Reinforce “modem-first” protocol. - **Critical quote governance**: All evidence above uses verbatim transcript excerpts; no PII restored. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Pending resolution | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | ACCESS | Closed with self-help | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 | 1.30 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Closed with self-help | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 | 3.90 | INBOUND | WHW03 | HARDWARE | Closed with self-help | | [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) | 2026-05-26 | 3.00 | INBOUND | LAPAC170C | ACCESS | Pending resolution | | [#LTS00130860](https://linksys.happyfox.com/staff/ticket/130860/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130875](https://linksys.happyfox.com/staff/ticket/130875/) | 2026-05-26 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Abandoned or vague | | [#LTS00130878](https://linksys.happyfox.com/staff/ticket/130878/) | 2026-05-26 | 3.00 | INBOUND | SPNMX56CF | SETUP | Closed with self-help | | [#LTS00130894](https://linksys.happyfox.com/staff/ticket/130894/) | 2026-05-26 | 1.40 | INBOUND | RE6300 | SETUP | Incorrectly closed | | [#LTS00130923](https://linksys.happyfox.com/staff/ticket/130923/) | 2026-05-26 | 1.20 | INBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00130927](https://linksys.happyfox.com/staff/ticket/130927/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00130931](https://linksys.happyfox.com/staff/ticket/130931/) | 2026-05-26 | 3.00 | INBOUND | MX4301 | CONNECTIVITY | Closed with self-help | | [#LTS00130938](https://linksys.happyfox.com/staff/ticket/130938/) | 2026-05-26 | 1.10 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) | 2026-05-26 | 3.00 | INBOUND | MX55EC3 | CONNECTIVITY | Closed with self-help | | [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) | 2026-05-26 | 3.70 | INBOUND | EA7200 | CONNECTIVITY | Closed correctly | | [#LTS00131025](https://linksys.happyfox.com/staff/ticket/131025/) | 2026-05-27 | 1.90 | INBOUND | RE6300 | SETUP | Abandoned or vague | | [#LTS00131032](https://linksys.happyfox.com/staff/ticket/131032/) | 2026-05-27 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | Customer declined path | | [#LTS00131037](https://linksys.happyfox.com/staff/ticket/131037/) | 2026-05-27 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026-05-27 | 1.10 | INBOUND | MR7500 | SETUP | Abandoned or vague | | [#LTS00131060](https://linksys.happyfox.com/staff/ticket/131060/) | 2026-05-27 | 1.80 | INBOUND | WHW01 | SETUP | Incorrectly closed | | [#LTS00131077](https://linksys.happyfox.com/staff/ticket/131077/) | 2026-05-27 | 1.50 | INBOUND | HT-6766BE | SETUP | Abandoned or vague | | [#LTS00131085](https://linksys.happyfox.com/staff/ticket/131085/) | 2026-05-27 | 1.80 | INBOUND | MR9600 | ACCESS | Abandoned or vague | | [#LTS00131092](https://linksys.happyfox.com/staff/ticket/131092/) | 2026-05-27 | 3.10 | INBOUND | MX5300 | SETUP | Closed with self-help | | [#LTS00131205](https://linksys.happyfox.com/staff/ticket/131205/) | 2026-05-28 | 3.10 | INBOUND | E900 | CONNECTIVITY | Closed with self-help | | [#LTS00131207](https://linksys.happyfox.com/staff/ticket/131207/) | 2026-05-28 | 2.80 | INBOUND | EA7200 | CONNECTIVITY | Closed correctly | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Incorrectly closed | | [#LTS00130652](https://linksys.happyfox.com/staff/ticket/130652/) | 2026-05-28 | 2.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) | 2026-05-28 | 1.40 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131268](https://linksys.happyfox.com/staff/ticket/131268/) | 2026-05-28 | 3.00 | INBOUND | LAPAC1200C | ACCESS | Abandoned or vague | | [#LTS00131275](https://linksys.happyfox.com/staff/ticket/131275/) | 2026-05-28 | 3.00 | INBOUND | LAPAC1200C | ACCESS | Pending resolution | | [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) | 2026-05-29 | 1.70 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) | 2026-05-29 | 1.80 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) | 2026-05-29 | 3.00 | INBOUND | MR9000 | SETUP | Closed with self-help | | [#LTS00131396](https://linksys.happyfox.com/staff/ticket/131396/) | 2026-05-29 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 | 2.10 | INBOUND | MBE7000 | SETUP | Pending resolution | | [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) | 2026-05-29 | 1.80 | INBOUND | MX2000 | SETUP | Incorrectly closed | | [#LTS00131455](https://linksys.happyfox.com/staff/ticket/131455/) | 2026-05-29 | 2.70 | INBOUND | MX2000 | ACCESS | Abandoned or vague | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-05-29 | 1.60 | INBOUND | MX5500 | CONNECTIVITY | Pending resolution | | [#LTS00131484](https://linksys.happyfox.com/staff/ticket/131484/) | 2026-05-29 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 | 2.70 | INBOUND | WHW03 | SETUP | Pending resolution |