# dennis.gamolo@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 |
| --- | --- | --- | --- | --- | --- |
| 16 | 27m 43s | MX6200 | SETUP | 16 | 2 |

## Work Mix Lens
- Frontline-heavy week: 16 LTS queue calls vs 1 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 | 2.00 | 16 |
| Protocol | 1.70 | 16 |
| Communication | 2.20 | 16 |
| Overall | 1.90 | 16 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 63m 25s | 1.20 | 1.00 | 2.00 | 2.00 | Outlier: 2.8x weekly median handle time |
| WHW | 2 | 59m 42s | 1.70 | 2.50 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| MX | 5 | 31m 47s | 1.88 | 1.80 | 1.60 | 2.00 |  |
| LN | 1 | 28m 39s | 2.80 | 4.00 | 2.00 | 3.00 |  |
| RE | 2 | 22m 36s | 2.45 | 1.50 | 1.50 | 2.50 |  |
| SPN | 3 | 20m 24s | 1.37 | 1.00 | 1.33 | 2.00 |  |
| EA | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| WRT | 1 | 11m 50s | 1.10 | 1.00 | 1.00 | 2.00 |  |
| E | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 |  |

**Key Observations**
- MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time.
- WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 7 | 35m 23s | 1.80 | 1.70 | 1.60 | 2.30 | ✓ |
| CONNECTIVITY | 6 | 34m 57s | 1.60 | 1.30 | 1.70 | 2.00 | ✓ |
| ACCESS | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| NO TROUBLESHOOTING NEEDED | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 1.17 vs. last week.
- Accuracy moved down 3.29 vs. last week.
- Communication moved down 0.38 vs. last week.
- Average handle time moved up by 21m 30s.
- Family swing: MX handle time moved up by 21m 53s vs. last week.

## What Went Well
- **Collection of customer and device information**: Collected full customer contact information, device model, and serial number accurately across multiple calls (e.g., call_id: 063d3d30-5e8a-11f1-a7f0-42010a660053, 7b1cafae-5ff3-11f1-b2cd-42010a62006f).

## Growth Opportunities
- **Technical accuracy and protocol adherence**: Multiple calls show incorrect technical guidance (e.g., reset durations, LED interpretations, support URLs) and protocol violations (e.g., PCI compliance in call_id: ed1146b0-600c-11f1-8ede-42010a623f91).
- **Failure to resolve technical issues**: Majority of calls ended with unresolved issues, no self-help guidance, or incorrect escalation paths (e.g., call_id: 936ae900-5e67-11f1-8e2c-42010a623f91, ec5f0be8-5e7d-11f1-8904-42010a62006f).

## Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve technical accuracy (avg 2.0) — correct reset durations, LED interpretations, and support URLs.
- Reduce unresolved calls (12/16) — provide actionable self-help paths before escalation or paid support.
- Address protocol violations (avg 1.7) — PCI compliance, case creation, and warranty verification.
- Target MX6200 and WHW03 models — highest call volumes with lowest scores.

## Technical Accuracy
**Improvement**
Incorrect reset duration (30 seconds) provided for RE7000; KB specifies 10 seconds. Call ended with escalation without confirming receipt submission.

**Improvement**
Incorrect support URL provided (www.linux.com) instead of support.linksys.com. No troubleshooting performed for WRT3200ACM connectivity issue.

**Improvement**
Incorrect pairing method (5-press) used for MX6200; KB specifies Pair button. Solid blue LED misinterpreted as internet-connected.

**Improvement**
Incorrect support URL (www.Links.com/support) provided. No modem test confirmed; issue unresolved.

**Improvement**
PCI violation: credit-card information collected over phone. Incorrect reset duration (20 seconds) and default password ('admin') provided for WHW03V2.

## Coaching Moments
No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did
### — — Resolved
- Call Outcome: Ticket forwarded to Level 2; customer asked to provide a purchase receipt for warranty verification.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-03 13:30:01', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: Initial Setup Product Information: Product Category: Range Extender Model Number: RE7000 Serial Number: 18X10P05A07917 MAC Address: C4411EB97DCD Warranty Start Date: October 01, 2020 Expiration Date: October 01, 2021 (EXPIRED) Copy of the receipt: Awaiting to be received via email Troubleshooting Done: Customer mentioned that they just purchased the range extender. I set expectation that his range extender appeared to OOW. I asked him if he can provide the receipt. I set expec...'}, {'timestamp': '2026-06-03 13:37:39', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Thank you for reaching out to Linksys Support! Based on our records, your range extender appears to be out of warranty. After troubleshooting the device today, we have identified a possible hardware issue. To proceed further, we kindly request a copy of your purchase receipt. Once we receive it, we will forward your case to our Level 2 technicians for validation and advanced troubleshooting. We look forward to your response.'}, {'timestamp': '2026-06-03 13:37:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: Ticket forwarded to higher‑level technician for further investigation.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-04 14:09:03', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, CAT, Please assist the customer. I am endorsing this ticket for technical escalation. All relevant details were gathered. Reason for Escalation: Exceeded Threshold. After over an hour of troubleshooting. Issue is still not resolved. Customer availed the Paid Service. Call Duration: One hour and 46 minutes Payment successful: $15.00 USD Date and time: Jun 4, 2026, 5:20:42 AM Transaction ID: 39745389S56715238 Transaction Type: Sale Customer Name: Ricardo Munoz Order Description: Non-Refundable...'}, {'timestamp': '2026-06-04 14:09:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-04 15:07:53', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-06-04 15:57:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Customer callback and said the line earlier was not good the reason why he cannot hear properly the previous tech Put cx on hold to ask L2 tech - done Inform the customer to keep his line open for callback End of Call'}, {'timestamp': '2026-06-04 15:59:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 11:21 PM MNL 6/4/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer cannot hear me earlier due to phone line issue Inform customer I will give him a callback Customer understood End call'}, {'timestamp': '2026-06-04 16:59:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 12:01 AM MNL 6/5/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Verify the issue Pnode: Flashing red Node stays flashing Swapping of node LAY TS PLAN Ask to unplug old parent node and disconnect the cable connected to the modem – done Ask to get one of the cnode – done Ask to plug the node – done LED: flashing red Ask customer to reset the node – done LED: Solid pink Ask to connect the cable from the modem – done Using his laptop – ask to connect....'}, {'timestamp': '2026-06-04 16:59:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

## Coach Appendix
Weekly pattern unavailable.
Focus points: Improve technical accuracy (avg 2.0) — correct reset durations, LED interpretations, and support URLs.; Reduce unresolved calls (12/16) — provide actionable self-help paths before escalation or paid support.; Address protocol violations (avg 1.7) — PCI compliance, case creation, and warranty verification.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| #LTS00130583 | 2026-06-02 02:30:02+00:00 | 2.80 | INBOUND | LN1100 | SETUP | Customer to perform a factory reset using the router’s reset button and re‑configure, or purchase a new router. |
| #LTS00131794 | 2026-06-02 09:43:57+00:00 | 1.80 | INBOUND | WHW0301GC | CONNECTIVITY | No resolution provided; recommend follow‑up with proper model identification and parental‑control configuration steps. |
| #LTS00131806 | 2026-06-02 12:23:55+00:00 | 1.20 | INBOUND | MR9000 | CONNECTIVITY | No resolution; advised to continue using HTTPS and consider further paid support if needed. |
| #LTS00131813 | 2026-06-02 13:50:33+00:00 | 2.80 | OUTBOUND | RE6300 | SETUP | Offered paid support for $15; customer declined and will buy a new extender. |
| #LTS00131814 | 2026-06-02 14:13:32+00:00 | 2.80 | INBOUND | EA7250 | ACCESS | Offered paid support for reset; customer declined. No further action taken. |
| #LTS00132009 | 2026-06-03 12:42:37+00:00 | 2.10 | INBOUND | RE7000 | SETUP | Ticket forwarded to Level 2; customer asked to provide a purchase receipt for warranty verification. |
| #LTS00132014 | 2026-06-03 13:40:50+00:00 | 1.10 | INBOUND | WRT3200ACM | CONNECTIVITY | Recommend replacement with LN1600 mesh router; no troubleshooting or self-help provided. |
| #LTS00132024 | 2026-06-03 14:29:15+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Agent promised to call back after further investigation, with no specific timeframe or action plan. |
| #LTS00132024 | 2026-06-03 14:54:03+00:00 | 1.60 | OUTBOUND | MX6200 | SETUP | Ticket created (LTS00132024); customer to call back tomorrow for further assistance. |
| #LTS00132194 | 2026-06-04 08:57:57+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer advised to contact Utility Warehouse to confirm WAN connection type (PPPoE vs DHCP) and ensure the wall-mounted modem provides internet directly. |
| #TE00132214 | 2026-06-04 12:00:05+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Ticket forwarded to higher‑level technician for further investigation. |
| #LTS00132239 | 2026-06-04 14:20:28+00:00 | 1.40 | INBOUND | E900 | NO TROUBLESHOOTING NEEDED | No resolution or next steps provided. Agent referred customer to incorrect website (www.Lingosys.com). |
| #LTS00046073 | 2026-06-04 15:08:47+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Customer to test signal strength and attempt node relocation; no reset or pairing steps performed; no follow-up scheduled. |
| #LTS00132372 | 2026-06-05 08:12:16+00:00 | 1.30 | INBOUND | SPNMX57CF | SETUP | Agent advised the customer to contact Community Fibre for further assistance; no technical fix, escalation, or self-help path was provided. |
| #LTS00132375 | 2026-06-05 09:40:20+00:00 | 1.10 | INBOUND | SPNMX55CF | CONNECTIVITY | Callback scheduled for 1 PM; no self-help path or replacement process initiated. |
| #LTS00132381 | 2026-06-05 10:48:22+00:00 | 1.70 | INBOUND | SPNMX56TB | CONNECTIVITY | Customer advised to contact ISP regarding ONT red light; no further action taken by Linksys. |
| #LTS00045633 | 2026-06-06 00:55:49+00:00 | 1.80 | INBOUND | MX5300 | SETUP | None; caller was only given a registration URL. |