# girlyjoy.pocot@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 |
| --- | --- | --- | --- | --- | --- |
| 31 | 11m 53s | WHW03 | SETUP | 31 | 2 |

## Work Mix Lens
- Frontline-heavy week: 35 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 | 2.30 | 31 |
| Protocol | 1.70 | 31 |
| Communication | 2.40 | 31 |
| Overall | 2.30 | 31 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| EA | 3 | 24m 23s | 2.27 | 3.00 | 1.33 | 2.33 | Outlier: 2.5x weekly median handle time |
| MX | 12 | 16m 35s | 2.53 | 3.42 | 1.67 | 2.33 | Outlier: 1.7x weekly median handle time |
| WHW | 8 | 10m 30s | 2.45 | 2.12 | 2.00 | 2.38 |  |
| MR | 5 | 9m 36s | 2.06 | 2.40 | 1.40 | 2.20 |  |
| RE | 5 | 9m 32s | 2.26 | 1.20 | 1.40 | 2.20 |  |
| E | 1 | 8m 16s | 1.30 | 1.00 | 1.00 | 2.00 |  |
| SPN | 2 | 6m 16s | 2.75 | 2.50 | 1.50 | 2.50 |  |

**Key Observations**
- EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time.
- MX is the slowest family at 16m 35s; 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 | 13 | 13m 58s | 2.10 | 2.50 | 1.50 | 2.30 | ✓ |
| ACCESS | 7 | 10m 14s | 2.20 | 2.40 | 1.60 | 2.40 | ✓ |
| CONNECTIVITY | 9 | 10m 40s | 2.50 | 3.10 | 1.90 | 2.60 |  |
| CONFIGURATION | 1 | 9m 38s | 2.80 | 5.00 | 2.00 | 2.00 |  |

## Week-over-Week Movement
- Average handle time moved down by 2m 20s.
- Family swing: EA handle time moved up by 17m 56s vs. last week.
- Family swing: E handle time moved down by 10m 35s vs. last week.
- Family swing: MR handle time moved down by 9m 06s vs. last week.

## What Went Well

1. **Accurate model-specific guidance**  
   > *"For LN Series nodes, hold the reset button for five presses to pair successfully."*  
   [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/)  

2. **Effective resolution confirmation**  
   > *"The exclamation mark disappeared, and the node showed online in the app."*  
   [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/)  

3. **Clear next-step communication**  
   > *"I’ll email the setup guide and schedule a callback if needed."*  
   [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/)

---

## Growth Opportunities

1. **Collect essential device details**  
   > *"I need the model and serial number to proceed."* (missing in calls like [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/))  
   **Next step**: Always ask for model/serial in the opening script. Verify warranty status before proceeding.

2. **Use correct default credentials and URLs**  
   > *"The default password for E1200 is admin/admin, not admin/1234."*  
   [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/)  
   **Next step**: Reference KB for default credentials. Use `myrouter.local` or `[REDACTED_PHONE]` for admin access; avoid incorrect URLs like `myrouter.cal`.

---

## Next Week's Focus

1. **Start every call with model/serial collection** – add to opening script and confirm before troubleshooting.  
2. **Practice warranty lookup** – use serial number to verify eligibility before offering paid support.  
3. **Standardize password-reset flow** – for WHW/MX/E-series, guide to recovery key on device label, then `myrouter.info` or direct URL.  
4. **Confirm resolution verbally** – e.g., *"Can you now access the admin page?"* before closing.

---

## Technical Accuracy

### **Improvement**  
- **Wrong default credentials**: Provided `admin/1234` for E1200 (correct: `admin/admin`).  
  [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/)  

### **Improvement**  
- **PCI DSS violation**: Collected full credit card details over unsecured line.  
  [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/)  

### **Improvement**  
- **Incorrect URL**: Used `myrouter.cal` instead of `myrouter.local` for MX8500.  
  [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/)  

### **Strength**  
- **Accurate pairing method**: Correctly guided 5-press reset for LN Series Cognitive Mesh.  
  [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/)  

---

## Coaching Moments

### **Improvement**  
> *"Email/password login is no longer supported for this model."*  
> **Note**: Incorrectly stated Linksys Smart Wi-Fi website discontinuation, contradicting KB.  
> [#LTS00131863](https://linksys.happyfox.com/staff/ticket/131863/)  

### **Improvement**  
> *"Hold the reset button for 30 seconds."*  
> **Note**: Wrong reset duration for RE6300 (KB: 10 seconds).  
> [#LTS00132224](https://linksys.happyfox.com/staff/ticket/132224/)  

---

## Escalation Lessons: What L2 Did

### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2  
- **What L1 saw**: Customer reset EA8300, couldn’t access admin page (`myrouter.local` failed).  
- **Why it escalated**: L1 provided incorrect URLs (`myrouter.info`, `linxys02812.com`) and failed to verify model.  
- **What L2 did**:  
  1. Confirmed model EA8300 ( Intelligent Mesh ).  
  2. Guided 5-press pairing on parent node.  
  3. Verified access via `http://[REDACTED_PHONE]/ui/local/dynamic/index.html`.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  - Confirm model before suggesting URLs.  
  - Use direct URL workaround for EA/MX series when `myrouter.local` fails.  
  - Validate LED states (solid purple = ready).

### [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) — Resolved by Level 2  
- **What L1 saw**: MX8500 child node showed blinking orange, no admin access.  
- **Why it escalated**: L1 advised node swap without attempting factory reset or URL verification.  
- **What L2 did**:  
  1. Instructed full factory reset (hold reset until LED off).  
  2. Guided 5-press pairing on parent node.  
  3. Confirmed access via `myrouter.local`.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  - Attempt factory reset before node swap.  
  - Use `myrouter.local` or direct URL; never `myrouter.cal`.  
  - Collect serial number to confirm warranty and model compatibility.

---

## Coach Appendix

- **Top trend**: Inconsistent model/serial collection and warranty verification, leading to inaccurate guidance and escalations.  
- **Recurring pattern**: Over-reliance on self-help emails without confirming resolution or providing actionable next steps.  
- **Critical focus**: Standardize opening scripts for model/serial capture, practice warranty lookups, and verify resolution before closure.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) | 2026-06-01 13:47:56+00:00 | 1.3 | INBOUND | E1200 | ACCESS | ⚠ Closed incorrectly |
| [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-06-01 15:04:11+00:00 | 2.8 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131635](https://linksys.happyfox.com/staff/ticket/131635/) | 2026-06-01 16:10:23+00:00 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131636](https://linksys.happyfox.com/staff/ticket/131636/) | 2026-06-01 16:23:29+00:00 | 2.8 | INBOUND | SPNM60TB | ACCESS | ✓ Likely resolved |
| [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 17:04:52+00:00 | 1.8 | INBOUND | EA8300 | SETUP | ↑ Escalated |
| [#LTS00104206](https://linksys.happyfox.com/staff/ticket/104206/) | 2026-06-01 17:19:12+00:00 | 1.8 | INBOUND | MX4200 | SETUP | Abandoned |
| [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) | 2026-06-01 17:50:31+00:00 | 1.8 | INBOUND | MX8500 | ACCESS | Pending |
| [#LTS00131694](https://linksys.happyfox.com/staff/ticket/131694/) | 2026-06-01 20:23:20+00:00 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131699](https://linksys.happyfox.com/staff/ticket/131699/) | 2026-06-01 20:37:49+00:00 | 2.8 | INBOUND | EA7300 | SETUP | ⏳ Pending |
| [#LTS00131670](https://linksys.happyfox.com/staff/ticket/131670/) | 2026-06-01 21:25:56+00:00 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131850](https://linksys.happyfox.com/staff/ticket/131850/) | 2026-06-02 16:19:11+00:00 | 1.3 | INBOUND | MR75MS | SETUP | ⏳ Pending |
| [#LTS00131859](https://linksys.happyfox.com/staff/ticket/131859/) | 2026-06-02 16:53:23+00:00 | 3.1 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131863](https://linksys.happyfox.com/staff/ticket/131863/) | 2026-06-02 17:08:42+00:00 | 1.4 | INBOUND | WHW03 | ACCESS | ⏳ Pending |
| [#LTS00131876](https://linksys.happyfox.com/staff/ticket/131876/) | 2026-06-02 17:57:19+00:00 | 2.8 | INBOUND | MR7350 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131889](https://linksys.happyfox.com/staff/ticket/131889/) | 2026-06-02 19:21:19+00:00 | 1.8 | INBOUND | MR8300 | ACCESS | ⏳ Pending |
| [#LTS00131907](https://linksys.happyfox.com/staff/ticket/131907/) | 2026-06-02 20:28:23+00:00 | 2.8 | INBOUND | RE6300 | SETUP | ⏳ Pending |
| [#LTS00131922](https://linksys.happyfox.com/staff/ticket/131922/) | 2026-06-02 21:21:43+00:00 | 2.8 | INBOUND | MX2000 | SETUP | ✓ Resolved |
| [#LTS00132026](https://linksys.happyfox.com/staff/ticket/132026/) | 2026-06-03 14:53:37+00:00 | 2.8 | INBOUND | WHW03 | SETUP | ⏳ Pending |
| [#LTS00132056](https://linksys.happyfox.com/staff/ticket/132056/) | 2026-06-03 16:47:11+00:00 | 1.6 | INBOUND | MR7500 | SETUP | ⏳ Pending |
| [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/) | 2026-06-03 17:31:29+00:00 | 3.9 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 2026-06-04 13:08:25+00:00 | 2.8 | INBOUND | MX6200 | CONFIGURATION | ↻ Callback set |
| [#LTS00132224](https://linksys.happyfox.com/staff/ticket/132224/) | 2026-06-04 13:22:16+00:00 | 2.8 | INBOUND | RE6300 | SETUP | ⏳ Pending |
| [#LTS00132234](https://linksys.happyfox.com/staff/ticket/132234/) | 2026-06-04 14:03:13+00:00 | 2.8 | INBOUND | RE6500 | SETUP | ⏳ Pending |
| [#LTS00132264](https://linksys.happyfox.com/staff/ticket/132264/) | 2026-06-04 16:27:08+00:00 | 1.6 | INBOUND | RE7350 | SETUP | ⏳ Pending |
| [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 17:36:18+00:00 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |
| [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 18:09:04+00:00 | 2.8 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |
| [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) | 2026-06-04 20:12:47+00:00 | 3.6 | INBOUND | MX8500 | ACCESS | ✓ Resolved |
| [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 13:55:55+00:00 | 2.7 | INBOUND | SPNM60CF | SETUP | ⏳ Pending |
| [#LTS00132415](https://linksys.happyfox.com/staff/ticket/132415/) | 2026-06-05 14:42:44+00:00 | 2.8 | INBOUND | WHW03 | ACCESS | ⏳ Pending |
| [#LTS00132424](https://linksys.happyfox.com/staff/ticket/132424/) | 2026-06-05 15:51:32+00:00 | 2.2 | INBOUND | EA8300 | SETUP | ⏳ Pending |
| [#LTS00065248](https://linksys.happyfox.com/staff/ticket/65248/) | 2026-06-05 17:58:59+00:00 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | ⏳ Pending |
| [#LTS00129054](https://linksys.happyfox.com/staff/ticket/129054/) | 2026-06-05 20:32:23+00:00 | 1.3 | INBOUND | RE6700 | SETUP | ⏳ Pending |
| [#LTS00104206](https://linksys.happyfox.com/staff/ticket/104206/) | 2026-06-05 22:52:06+00:00 | 2.8 | OUTBOUND | MX4200 | SETUP | ✓ Resolved |
| [#LTS00067885](https://linksys.happyfox.com/staff/ticket/67885/) | 2026-06-06 02:21:39+00:00 | 1.8 | INBOUND | MX6200 | SETUP | Abandoned |