# deneive.luar@concentrix.com — Coaching Report ## Week of 2026-06-01 – 2026-06-07 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 33 | 13m 13s | E1200 | CONNECTIVITY | 33 | 2 | ## Work Mix Lens - Frontline-heavy week: 34 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 | 2.50 | 33 | | Protocol | 1.80 | 33 | | Communication | 2.10 | 33 | | Overall | 2.20 | 33 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 6 | 29m 49s | 2.02 | 2.67 | 2.00 | 2.00 | Outlier: 2.0x weekly median handle time | | MX | 6 | 26m 40s | 2.47 | 1.67 | 1.67 | 2.00 | Outlier: 1.8x weekly median handle time | | SPN | 3 | 23m 6s | 2.47 | 1.67 | 2.00 | 2.33 | Outlier: 1.6x weekly median handle time | | LN | 1 | 16m 19s | 1.80 | 1.00 | 2.00 | 2.00 | | | MR | 6 | 14m 38s | 2.42 | 2.00 | 1.67 | 2.00 | | | EA | 6 | 14m 18s | 2.37 | 2.17 | 1.83 | 2.17 | | | OTHER | 2 | 9m 48s | 1.80 | 5.00 | 2.00 | 2.50 | | | E | 7 | 8m 4s | 2.43 | 3.71 | 1.86 | 2.14 | | | MBE | 1 | 7m 1s | 1.80 | 5.00 | 2.00 | 2.00 | | **Key Observations** - WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time. - MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 14m 20s | 2.10 | 2.70 | 1.90 | 2.10 | ✓ | | SETUP | 8 | 20m 1s | 2.30 | 2.60 | 1.90 | 2.30 | ✓ | | ACCESS | 4 | 13m 2s | 2.40 | 2.00 | 2.00 | 2.30 | ✓ | | GENERAL INQUIRY | 3 | 11m 9s | 2.20 | 2.00 | 2.00 | 2.30 | ✓ | | CONFIGURATION | 2 | 11m 33s | 2.80 | 2.50 | 2.50 | 2.50 | | | NO TROUBLESHOOTING NEEDED | 3 | 9m 58s | 2.10 | 4.00 | 2.00 | 2.30 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.55 vs. last week. - Protocol moved up 0.16 vs. last week. - Average handle time moved up by 2m 35s. - Family swing: WHW handle time moved up by 13m 47s vs. last week. ## What Went Well 1. **Accurate model identification** > Correctly identified the product model as MX4200 using the serial number at [09:00]. [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) 2. **Professional tone and empathy** > Maintained a polite and professional tone throughout the call despite technical inaccuracies. [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/), [#LTS00131913](https://linksys.happyfox.com/staff/ticket/131913/) --- ## Growth Opportunities 1. **Correct reset procedures and model-specific instructions** > Incorrectly advised 5-press reset for MR2000 (KB states Pair button or web UI reset is required). [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) 2. **Protocol adherence in troubleshooting** > Skipped essential WAN/ISP validation steps for red-light issues and did not confirm internet/Wi‑Fi functionality after LED changes. [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/), [#LTS00132120](https://linksys.happyfox.com/staff/ticket/132120/) --- ## Next Week's Focus 1. **Master model-specific reset methods**: Review KB for 5-press vs Pair button vs web UI reset criteria 2. **Standardize WAN/ISP validation**: Always check modem lights, run speed test, and confirm ISP status before declaring device faulty 3. **Improve call control**: Reduce long silences by preparing next steps before placing customers on hold 4. **Document serial numbers early**: Capture model/serial in first 2 minutes to enable accurate troubleshooting --- ## Technical Accuracy ### **Improvement** 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) ### **Improvement** > Agent incorrectly claimed EA9500 supports Wi‑Fi 7, which is factually incorrect. EA9500 is a Wi‑Fi 5 device. [#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/) ### **Improvement** > Agent introduced non-existent technical term "IPv5.5", indicating serious technical inaccuracy. [#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/) ### **Improvement** > Agent instructed 20-second reset for SPNM60, but KB specifies 10 seconds for factory reset. [#LTS00132257](https://linksys.happyfox.com/staff/ticket/132257/) ### **Improvement** > Agent provided incorrect URLs ('myrouter...in food', 'myrouter.local') for SPNM60. Correct URL is http://myrouter.info per KB. [#LTS00132257](https://linksys.happyfox.com/staff/ticket/132257/) ### **Strength** > Agent demonstrated strong protocol adherence by collecting complete customer and device details. [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) — Pending with Level 2 - **What L1 saw**: MBE7000 mesh node disconnected, blue PN LED, failed 5-press pairing - **Why it escalated**: L1 missed critical pre-escalation steps (serial number collection, warranty check) - **What L2 did**: - Verified warranty status (starts Jul 10, 2024) - Performed detailed cable/LED diagnostics - Attempted firmware reflashing via recovery key - **Current state**: Callback scheduled after L2 reset failed; awaiting customer response - **L1 learning points**: 1. Always collect serial number before escalation 2. Validate LED states against KB before declaring hardware fault 3. Document exact troubleshooting sequence for L2 handoff ### [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) — Resolved by Level 2 - **What L1 saw**: Customer needed TAA-compliance documentation for LS310C switch - **Why it escalated**: L1 failed to create case or provide documentation - **What L2 did**: - Located TAA compliance documentation in internal repository - Emailed proof to customer with case reference - Confirmed government use case requirements - **Current state**: Resolved - **L1 learning points**: 1. Create formal case for compliance requests 2. Use internal compliance database for TAA documentation 3. Confirm customer’s use case before escalation --- ## Coach Appendix **Highest-signal trend**: Inconsistent technical accuracy in reset procedures and model-specific guidance, particularly for MX/MR series devices. **Action**: Review KB articles for reset methods by model family and practice model-specific troubleshooting flows. **Recurring pattern**: Missing serial number collection in first 2 minutes of calls, leading to delayed troubleshooting and escalations. **Action**: Implement a standardized opening script to capture model/serial within 90 seconds. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 | 2.2 | INBOUND | E1200 | CONNECTIVITY | Advised new router | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 | 1.1 | INBOUND | E1200 | CONNECTIVITY | No actionable path | | [#LTS00131651](https://linksys.happyfox.com/staff/ticket/131651/) | 2026-06-01 | 2.6 | INBOUND | MX2000 | SETUP | Callback set | | [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-01 | 1.8 | INBOUND | MBE7000 | CONNECTIVITY | Escalated | | [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 | 2.8 | INBOUND | MX55EC3 | CONNECTIVITY | Closed with self-help | | [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 | 1.0 | INBOUND | MX55EC3 | CONNECTIVITY | Abandoned | | [#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/) | 2026-06-01 | 2.8 | INBOUND | MX2000 | SETUP | Closed with self-help | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-01 | 2.8 | INBOUND | MR2000 | SETUP | Likely fixed | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-01 | 1.4 | INBOUND | MR2000 | SETUP | Closed with self-help | | [#LTS00131713](https://linksys.happyfox.com/staff/ticket/131713/) | 2026-06-01 | 3.5 | INBOUND | MR2000 | NO TROUBLESHOOTING NEEDED | Product recommendation | | [#LTS00131820](https://linksys.happyfox.com/staff/ticket/131820/) | 2026-06-02 | 2.9 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help | | [#GI00131824](https://linksys.happyfox.com/staff/ticket/131824/) | 2026-06-02 | 2.8 | INBOUND | — | CONNECTIVITY | ISP referral | | [#LTS00101078](https://linksys.happyfox.com/staff/ticket/101078/) | 2026-06-02 | 1.8 | INBOUND | UNKNOWN | NO TROUBLESHOOTING NEEDED | Pending resolution | | [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) | 2026-06-02 | 1.6 | INBOUND | MR5500 | ACCESS | Abandoned | | [#LTS00131864](https://linksys.happyfox.com/staff/ticket/131864/) | 2026-06-02 | 2.8 | INBOUND | SPNMX56CF | CONNECTIVITY | Closed with self-help | | [#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/) | 2026-06-02 | 2.8 | INBOUND | EA9500 | CONFIGURATION | Closed with self-help | | [#LTS00131906](https://linksys.happyfox.com/staff/ticket/131906/) | 2026-06-02 | 2.8 | INBOUND | MR7350 | ACCESS | Closed with self-help | | [#LTS00131913](https://linksys.happyfox.com/staff/ticket/131913/) | 2026-06-02 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-02 | 3.2 | INBOUND | MR2000 | NO TROUBLESHOOTING NEEDED | Product recommendation | | [#LTS00132025](https://linksys.happyfox.com/staff/ticket/132025/) | 2026-06-03 | 2.9 | INBOUND | WHW01 | SETUP | Closed with self-help | | [#LTS00132059](https://linksys.happyfox.com/staff/ticket/132059/) | 2026-06-03 | 1.1 | INBOUND | EA9300 | CONNECTIVITY | Abandoned | | [#LTS00132080](https://linksys.happyfox.com/staff/ticket/132080/) | 2026-06-03 | 2.8 | INBOUND | SPNMX56CF | CONNECTIVITY | Closed with self-help | | [#GI00132088](https://linksys.happyfox.com/staff/ticket/132088/) | 2026-06-03 | 2.8 | INBOUND | — | GENERAL INQUIRY | Closed with self-help | | [#LTS00132097](https://linksys.happyfox.com/staff/ticket/132097/) | 2026-06-03 | 2.2 | INBOUND | WHW01 | ACCESS | Pending resolution | | [#LTS00132115](https://linksys.happyfox.com/staff/ticket/132115/) | 2026-06-03 | 2.8 | INBOUND | EA9300 | CONNECTIVITY | Closed with self-help | | [#LTS00132120](https://linksys.happyfox.com/staff/ticket/132120/) | 2026-06-04 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00132257](https://linksys.happyfox.com/staff/ticket/132257/) | 2026-06-04 | 2.8 | INBOUND | SPNM60CF | SETUP | Pending resolution | | [#LTS00132281](https://linksys.happyfox.com/staff/ticket/132281/) | 2026-06-04 | 2.8 | INBOUND | MR8300 | NO TROUBLESHOOTING NEEDED | Closed with self-help | | [#LTS00098301](https://linksys.happyfox.com/staff/ticket/98301/) | 2026-06-04 | 2.8 | INBOUND | EA9300 | ACCESS | Closed with self-help | | [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) | 2026-06-04 | 1.8 | INBOUND | — | NO TROUBLESHOOTING NEEDED | Abandoned | | [#LTS00132298](https://linksys.happyfox.com/staff/ticket/132298/) | 2026-06-04 | 2.8 | INBOUND | E5400 | ACCESS | Closed with self-help | | [#LTS00132307](https://linksys.happyfox.com/staff/ticket/132307/) | 2026-06-04 | 3.2 | INBOUND | E7350 | SETUP | Closed with self-help | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-04 | 2.9 | INBOUND | E1200 | CONNECTIVITY | Closed with self-help | | [#LTS00132387](https://linksys.happyfox.com/staff/ticket/132387/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | SETUP | Closed with self-help | | [#LTS00132402](https://linksys.happyfox.com/staff/ticket/132402/) | 2026-06-05 | 1.5 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00132445](https://linksys.happyfox.com/staff/ticket/132445/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#GI00132463](https://linksys.happyfox.com/staff/ticket/132463/) | 2026-06-05 | 1.8 | INBOUND | LN1600 | GENERAL INQUIRY | Abandoned |