# rubierosa.levi@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 |
| --- | --- | --- | --- | --- | --- |
| 7 | 26m 52s | MX2000 | ACCESS | 7 | 2 |

## Work Mix Lens
- Frontline-heavy week: 5 LTS queue calls vs 2 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 | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time |
| MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 |  |
| MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 |  |
| WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
- MBE is one of the slowest families at 37m 30s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 3 | 34m 18s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 |  |
| HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Accuracy moved down 0.55 vs. last week.
- Protocol moved up 0.21 vs. last week.
- Communication moved up 0.43 vs. last week.
- Average handle time moved up by 12m 42s.
- Family swing: SPN handle time moved up by 22m 01s vs. last week.
- Family swing: MX handle time moved up by 8m 40s vs. last week.

## What Went Well

1. **Professional tone and empathy**  
   > *"She has been trying to access the settings for her devices... She has a computer Open browser – access [REDACTED_PHONE]"*  
   [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/)  
   *Consistently validated customer frustrations and maintained politeness even during extended troubleshooting.*

2. **Effective self-help pathways for out-of-warranty cases**  
   > *"Sent KB article via email; customer may call back for paid support if article fails."*  
   [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/)  
   *Provided clear next steps and ownership for unresolved cases, reducing abandonment risk.*

3. **Strong closure hygiene in escalation-ready cases**  
   > *"Advised customer to contact Community Fiber ISP support; provided two hotline numbers."*  
   [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/)  
   *Documented escalation paths and prevented orphaned cases despite technical limitations.*

---

## Growth Opportunities

1. **Technical accuracy for router setup and access**  
   *What “good” looks like*:  
   - Verify WAN-to-modem topology (MX2000 WAN → ISP ONT, **not** Asus LAN).  
   - Use model-specific admin URLs: `http://myrouter.info` for SPNM, `https://[REDACTED_PHONE]` for MBE7000.  
   - Confirm default credentials: `root`/`password` for OpenWRT devices, never `admin`.  
   **Next step**: Review KB articles for SPN/MX/MBE series before next customer interaction.  
   > *"Incorrectly instructed to connect MX2000 WAN port to Asus LAN port... creates double-NAT topology"*  
   [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)

2. **Protocol rigor in information gathering**  
   *What “good” looks like*:  
   - Collect model, serial number, warranty status, and ISP details **in every call**.  
   - Document LED states, firmware versions, and test results before proceeding.  
   **Next step**: Use the “5W” checklist (Who, What, When, Where, Why) at call opening.  
   > *"Did not collect product model, serial number, or warranty information — a fundamental protocol failure"*  
   [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)

---

## Next Week's Focus

1. **Pre-call preparation**: Review top 3 product families (SPN, MX, MBE) and their troubleshooting trees in the KB.
2. **Standardize access troubleshooting**: For “app detection failures,” always:  
   a) Confirm router password matches Wi‑Fi password (OpenWRT)  
   b) Test `https://[REDACTED_PHONE]` before `http://`  
   c) Guide through app re-authentication, not password resets
3. **Escalation readiness**: When handing off, document:  
   - Exact error messages (e.g., “Error 2123”)  
   - Logs collected (sysinfo, Wi‑Fi scan)  
   - Customer’s refusal points (e.g., “reset already tried”)
4. **Handle-time awareness**: Target SPN cases with 15‑minute timeboxes; escalate early if no WAN signal after 5 minutes.

---

## Technical Accuracy

### **Improvement**  
> *"Agent incorrectly instructed customer to connect MX2000 WAN port to Asus LAN port, creating double-NAT topology (KB states WAN should connect to modem/ONT)."*  
[#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)  
*Impact: Prevented successful configuration and prolonged resolution time.*

### **Improvement**  
> *"Agent provided incorrect default router password ('admin') for MBE7000; correct default is same as Wi‑Fi password, username is root."*  
[#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/)  
*Impact: Blocked customer from accessing admin interface despite correct password.*

### **Improvement**  
> *"Agent provided materially false technical explanation for error 2123, claiming it was due to a 'merchant file' with 'invalid syntax' — this has no basis in Linksys KB."*  
[#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)  
*Impact: Eroded trust and delayed valid escalation.*

### **Improvement**  
> *"Agent failed to recognize explicit statement that child node was not connecting to parent node, leading to unresolved connectivity issue."*  
[#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)  
*Impact: Missed opportunity to guide through mesh pairing or LED diagnostics.*

---

## Coaching Moments

*No additional coaching moments were extracted after the technical review.*

---

## Escalation Lessons: What L2 Did

### [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) — Resolved by Level 2  
- **What L1 saw**: Customer couldn’t log into Linksys app for SPNM42; Geek Squad already tried password resets.  
- **Why it escalated**: L1 provided incorrect admin URLs and reset procedures despite 48‑minute effort.  
- **What L2 did**:  
  1. Verified warranty status and confirmed SPNM42 eligibility.  
  2. Guided customer through **10‑second reset** (not 20‑second) and **`http://myrouter.info`** login.  
  3. Confirmed firmware version and performed **factory reset via admin panel** after failed app login.  
- **L1 learning points**:  
  - Always use model‑specific reset times (SPNM: 10s, not 20s).  
  - For SPNM series, **`http://myrouter.info`** is the only supported admin URL.  
  - Collect serial number early to enable warranty checks before troubleshooting.

### [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) — Resolved by Level 2  
- **What L1 saw**: MX6200 showing “Error 2123” in app; customer refused node reset and requested log review.  
- **Why it escalated**: L1 insisted on reset despite refusal and offered no alternative path.  
- **What L2 did**:  
  1. Acknowledged customer’s request and requested **sysinfo logs** via email.  
  2. Explained that **Error 2123** often indicates cloud service discontinuity (Linksys Smart Wi‑Fi sunset) and guided to **local UI login** (`myrouter.local`).  
  3. After log analysis, determined issue was **mesh node firmware mismatch** and provided **manual update instructions**.  
- **L1 learning points**:  
  - For MX series, **`myrouter.local`** is preferred over cloud portals for local UI access.  
  - When customers request log review, **collect logs proactively** and **explain next steps** before escalation.  
  - Recognize **Quality-815** pattern (cloud service discontinuity) and pivot to local management.

---

## Coach Appendix

*Highest-signal trend*: Persistent technical inaccuracies in SPN/MX setup and access troubleshooting, particularly around topology, credentials, and error interpretation. Focus next week on product-specific KB mastery and standardized diagnostic sequences to reduce escalation need. No new quote evidence available beyond previously surfaced transcripts.*

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/) | 2026-05-25 07:07:09 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| [#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/) | 2026-05-25 08:26:44 | 1.8 | INBOUND | MBE7000 | ACCESS | Pending resolution – agent promised to email OpenWRT article; no technical resolution achieved. |
| [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) | 2026-05-26 10:02:29 | 1.2 | INBOUND | SPNMX42 | ACCESS | Abandoned or vague – no resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 02:31:35 | 1.4 | INBOUND | MX6200 | ACCESS | Abandoned or vague – none. Agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/) | 2026-05-27 06:48:13 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/) | 2026-05-27 10:13:33 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Closed with self-help – advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/) | 2026-05-29 02:56:49 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help – sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |