# johnclark.labadan@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 | | --- | --- | --- | --- | --- | --- | | 12 | 22m 44s | MX6200 | CONNECTIVITY | 9 | 6 | ## Work Mix Lens - Hybrid week: 6 LTS queue calls and 7 TE-owned calls. - Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.20 | 12 | | Protocol | 1.50 | 12 | | Communication | 2.10 | 12 | | Overall | 2.20 | 12 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 2 | 30m 46s | 2.50 | 3.00 | 2.00 | 2.50 | Outlier: 2.9x weekly median handle time | | MX | 8 | 25m 31s | 2.21 | 3.12 | 1.62 | 2.12 | Outlier: 2.4x weekly median handle time | | MBE | 1 | 10m 27s | 1.80 | 5.00 | 1.00 | 2.00 | | | OTHER | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | | | SPN | 1 | 4m 19s | — | — | — | — | | **Key Observations** - WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time. - MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 6 | 26m 49s | 2.20 | 3.20 | 1.70 | 2.20 | ✓ | | SETUP | 3 | 27m 47s | 2.20 | 2.30 | 2.00 | 2.70 | ✓ | | CONFIGURATION | 2 | 36m 39s | 2.30 | 3.00 | 1.00 | 2.00 | ✓ | | HARDWARE | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.41 vs. last week. - Protocol moved down 0.17 vs. last week. - Average handle time moved down by 7m 45s. - Family swing: WHW handle time moved down by 19m 25s vs. last week. - Family swing: SPN handle time moved down by 7m 18s vs. last week. - Family swing: OTHER handle time moved down by 6m 50s vs. last week. ## What Went Well - **Polite and professional communication**: Agent remained polite and acknowledged the customer's frustration throughout the call. > "Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete." [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) - **Technically accurate guidance on mesh behavior**: Provided technically accurate explanation of mesh node behavior regarding closest-node connection. > "If you're, if you still do have some dead spots on your house, then you can still add another node for you to have like a Wi-Fi signal on that specific portion of your house." [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) --- ## Growth Opportunities - **Protocol adherence and essential information collection**: Failed to collect essential device information (model, serial, warranty) in multiple calls, violating protocol and limiting troubleshooting effectiveness. > "All right. So I'll be pointing this call home for about a minute or two then I'll be right back." [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) - **Technical accuracy and troubleshooting completeness**: Provided incorrect reset procedure for MX5300 (claimed LED goes red → no light → blue, but correct behavior is solid white after reset). Also gave wrong default admin password format. > "All right. So you're not getting any internet connection right now sir. Is that correct? mm-hmm." [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) --- ## Next Week's Focus - **Consistently collect model, serial number, and warranty status** on every call to enable proper troubleshooting and documentation. - **Verify reset procedures and default credentials** against KB before guiding customers, especially for MX series devices. - **Minimize long silences and filler words** to improve call flow clarity and customer experience. - **Practice structured troubleshooting** by following KB-guided steps in a logical sequence and confirming outcomes after each step. --- ## Technical Accuracy **Improvement** > Agent did not collect model, serial, or warranty information in multiple calls, violating protocol and limiting troubleshooting effectiveness. [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) **Improvement** > Agent gave wrong reset procedure and incorrect default admin password format, undermining technical accuracy. [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) **Improvement** > Agent provided incorrect URL syntax, causing failed login attempts and delaying resolution. [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) **Improvement** > Agent provided incorrect Ethernet backhaul instructions, potentially causing configuration issues. [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) **Improvement** > Agent provided inaccurate guidance on Wi-Fi signal threshold, potentially misleading the customer. [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) --- ## Coaching Moments **Strength** > "Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete." [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) **Improvement** > "All right. So I'll be pointing this call home for about a minute or two then I'll be right back." [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) **Improvement** > "All right. So you're not getting any internet connection right now sir. Is that correct? mm-hmm." [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) --- ## Escalation Lessons: What L2 Did ### [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) — Callback - **What L1 saw**: MBE7000 - child node disconnected. Customer complained that the child node WHW01 is not working. The other MBE7000 child node is working. - **Why it escalated**: Exceeded threshold after multiple attempts to resolve the issue without proper device details or troubleshooting. - **Related call chain**: This was a repeat contact after earlier closures by other agents, indicating a persistent issue that required escalation. - **What L2 did**: L2 attempted callbacks, tried to replicate the issue, and gathered network logs. They identified issues with NAS and wireless connection drops, but were unable to fully resolve the problem. - **Current state**: Callback scheduled, issue remains unresolved. - **L1 learning points**: - Always collect model, serial number, and warranty information before troubleshooting. - Perform systematic diagnostics (reset, admin login, WAN status check) to isolate the problem. - Document all troubleshooting steps and outcomes clearly for handoff. ### [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) — Resolved - **What L1 saw**: WHW03 - No internet connection. Pnode is connected to new modem, LED: Solid red (pink). Connecting the pnode via 5 press. - **Why it escalated**: Issue persisted after initial troubleshooting and customer reported ongoing problems. - **Related call chain**: This was a follow-up call after an earlier attempt to resolve the issue. - **What L2 did**: L2 confirmed the node was working fine and advised the customer to add child nodes if needed. They did not perform any additional troubleshooting. - **Current state**: Resolved. - **L1 learning points**: - Verify node status and connectivity before closing the call. - Provide clear instructions on how to add child nodes and optimal placement. - Confirm internet connectivity and signal strength with the customer. ### [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) — Resolved - **What L1 saw**: MX8500 - Child node lost connection. Extender not working, can't log in on the PN. - **Why it escalated**: Issue persisted after initial troubleshooting and customer reported ongoing problems. - **Related call chain**: This was a follow-up call after an earlier attempt to resolve the issue. - **What L2 did**: L2 advised moving the nodes closer to the parent node and resetting them. They confirmed the nodes were now connected and advised the customer to monitor them. - **Current state**: Resolved. - **L1 learning points**: - Advise customers to move nodes closer to the parent if they are far apart. - Guide customers through resetting nodes and verifying their status. - Confirm internet connectivity and signal strength with the customer. ### [#TE00132002](https://linksys.happyfox.com/staff/ticket/132002/) — Pending - HQ Feedback - **What L1 saw**: LGS352MPC - Device does not power on. - **Why it escalated**: Device appeared defective and required further investigation. - **Related call chain**: This was a new ticket created for the issue. - **What L2 did**: L2 requested video evidence and approval for a replacement via Amazon return process. They calculated a pro-rated rebate amount. - **Current state**: Pending HQ feedback. - **L1 learning points**: - Request video evidence when a device appears defective. - Verify warranty status and calculate pro-rated rebate amounts if applicable. - Communicate clearly with the customer about the next steps and timelines. ### [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) — Resolved - **What L1 saw**: WHW03 - No internet connection. All nodes have blinking red light after a storm. - **Why it escalated**: Issue persisted after over an hour of troubleshooting. - **Related call chain**: This was a follow-up call after an earlier attempt to resolve the issue. - **What L2 did**: L2 swapped the parent node, performed resets, and reconfigured Wi-Fi settings. They restored internet connectivity and re-added child nodes. - **Current state**: Resolved. - **L1 learning points**: - Consider swapping the parent node if it shows abnormal behavior. - Perform systematic resets and reconfiguration of Wi-Fi settings. - Verify internet connectivity and signal strength with the customer. ### [#TE00132365](https://linksys.happyfox.com/staff/ticket/132365/) — Resolved - **What L1 saw**: SPNMX56 - Connection issue (speed). Customer unable to hear agent. - **Why it escalated**: Exceeded threshold after initial troubleshooting. - **Related call chain**: This was a new ticket created for the issue. - **What L2 did**: L2 confirmed the router was connected and working. They provided the ticket number and advised the customer to call if they needed further assistance. - **Current state**: Resolved. - **L1 learning points**: - Verify internet connectivity and signal strength with the customer. - Provide clear next steps and the ticket number for follow-up. - Ensure the customer understands the resolution and any further actions needed. --- ## Coach Appendix - **Highest-signal weekly trend**: Protocol adherence remains a consistent challenge, particularly in essential information collection (model, serial, warranty). This impacts troubleshooting effectiveness and escalations. - **Recurring pattern**: Technical inaccuracies (reset procedures, default credentials, URL syntax) and inefficient call flow (long silences, filler words) undermine resolution quality. Focus on KB verification and structured troubleshooting next week. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) | 2026-06-01 15:50:48+00:00 | 1.8 | INBOUND | MBE7000 | CONFIGURATION | Callback within 2‑3 hours after internal approval and review. | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-06-01 17:15:38+00:00 | 2.2 | OUTBOUND | WHW03 | SETUP | Customer resolved issue independently; agent did not verify or replicate fix. | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 17:24:32+00:00 | 1.8 | OUTBOUND | MX8500 | CONNECTIVITY | Callback scheduled for further assistance. | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 17:29:04+00:00 | 1.8 | OUTBOUND | MX8500 | CONNECTIVITY | Customer to unplug and relocate the first child node and observe for 3-5 minutes; no further verification or follow-up was arranged. | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-02 15:19:48+00:00 | 2.8 | INBOUND | MX5300 | CONFIGURATION | ✓ Resolved | | [#LTS00131856](https://linksys.happyfox.com/staff/ticket/131856/) | 2026-06-02 16:50:10+00:00 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-03 03:37:54+00:00 | 1.8 | INBOUND | MX5300 | CONFIGURATION | — | | [#TE00132002](https://linksys.happyfox.com/staff/ticket/132002/) | 2026-06-03 11:51:03+00:00 | 2.5 | OUTBOUND | LGS352MPC | HARDWARE | Agent will email the customer to obtain video evidence and will seek approval for a replacement via Amazon return process. | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 16:01:04+00:00 | 2.8 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#TE00132365](https://linksys.happyfox.com/staff/ticket/132365/) | 2026-06-05 13:30:01+00:00 | — | OUTBOUND | SPNMX56 | CONNECTIVITY | — | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 16:56:33+00:00 | 2 | OUTBOUND | MX6200 | SETUP | Call ended on hold without resolution, escalation, or follow-up plan. | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 17:30:20+00:00 | 2.3 | OUTBOUND | MX6200 | SETUP | Issue not resolved. Recommend checking WAN LED, verifying ISP service, confirming router UI accessibility, and considering factory reset if warranted. Follow-up required. |