# maylene.delada@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 | | --- | --- | --- | --- | --- | --- | | 27 | 20m 7s | WHW03 | CONNECTIVITY | 27 | 4 | ## Work Mix Lens - Frontline-heavy week: 28 LTS queue calls vs 4 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 | 27 | | Protocol | 1.80 | 27 | | Communication | 2.30 | 27 | | Overall | 2.30 | 27 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 6 | 38m 49s | 2.43 | 2.33 | 2.17 | 2.33 | Outlier: 1.6x weekly median handle time | | SPN | 1 | 38m 36s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 1.5x weekly median handle time | | MR | 7 | 31m 4s | 2.66 | 1.86 | 1.57 | 2.57 | | | WHW | 14 | 18m 55s | 2.30 | 3.07 | 1.64 | 2.00 | | | EA | 1 | 9m 42s | 2.80 | 4.00 | 2.00 | 3.00 | | | RE | 3 | 5m 31s | 1.97 | 2.00 | 1.67 | 2.00 | | **Key Observations** - MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time. - SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 23m 55s | 2.30 | 2.60 | 1.90 | 2.30 | | | SETUP | 5 | 21m 2s | 2.20 | 2.80 | 1.60 | 2.00 | | | ACCESS | 5 | 19m 7s | 2.20 | 2.60 | 1.80 | 2.40 | | | CONFIGURATION | 1 | 16m 42s | 2.80 | 1.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Accuracy moved up 0.17 vs. last week. - Protocol moved down 0.19 vs. last week. - Average handle time moved up by 6m 57s. - Family swing: MR handle time moved up by 21m 56s vs. last week. - Family swing: MX handle time moved up by 11m 20s vs. last week. - Family swing: WHW handle time moved up by 9m 21s vs. last week. ## What Went Well 1. **Effective use of recovery key for router access** > *"I’ll use the five-digit recovery key to reset the admin password and access the Wi‑Fi settings."* [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) 2. **Patient and clear guidance for elderly customers** > *"Let’s resend the receipt to your email. I’ll guide you step‑by‑step on attaching the screenshot."* [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) --- ## Growth Opportunities 1. **Avoid incorrect reset/pairing methods for specific models** > *"For MR7500, use the reset button—not the 5‑press method—to factory reset."* [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) *Next step: Confirm model before suggesting reset methods; verify LED indicators match KB guidance.* 2. **Prevent PCI compliance violations** > *"I’ll take your card details over the phone: number, expiration, CVV."* [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) *Next step: Never collect full credit card details over unsecured channels; pause recording and use secure methods.* --- ## Next Week's Focus - **Verify product model and warranty status** before recommending resets or paid support. - **Use model-specific reset procedures** (e.g., reset button for MR series, Pair button for MX/velop). - **Avoid collecting sensitive payment info** unless warranty-verified and recording paused. - **Confirm resolution** after guiding customers through setup steps (e.g., test internet post-reset). --- ## Technical Accuracy ### **Improvement** - **Incorrect 5‑press reset method for MR7500** > *No transcript quote available* Note: MR7500 does not support 5‑press pairing; use reset button for factory reset. [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) ### **Improvement** - **PCI compliance violation** > *No transcript quote available* Note: Collected full credit card details over unsecured channel without pausing recording. [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) ### **Improvement** - **Incorrect admin password guidance for MR7500** > *No transcript quote available* Note: Default admin password is Wi‑Fi password or recovery key—not “admin”. [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) ### **Strength** - **Successful recovery key use** > *"Entering the five-digit recovery key now… admin password reset complete."* Note: Correctly guided customer to retrieve Wi‑Fi password via recovery key. [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) --- ## Coaching Moments *No additional coaching moments extracted after technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) — Resolved by Level 2 - **What L1 saw**: MX4000 parent node showed blank blue screen with HTTP 503 errors; local admin access failed. - **Why it escalated**: L1 could not verify firmware, bridge mode, or recovery key availability—critical KB steps missing. - **What L2 did**: 1. Confirmed router was not in bridge mode. 2. Tested with lab unit and found MX4000 firmware mismatch. 3. Provided workaround: access via `http://[REDACTED_PHONE]` and clear browser cache. 4. Scheduled callback to validate fix. - **Current state**: Resolved via workaround; no firmware update available for MX4000. - **L1 learning points**: - Always check firmware version and bridge mode before suggesting resets. - Use `myrouter.local` or `http://[REDACTED_PHONE]` for local access—never `my-router.local`. - Escalate when web UI issues persist after basic troubleshooting. ### [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) — Pending with Level 2 - **What L1 saw**: WHW03 child nodes showed blue/green LEDs but no Wi‑Fi; parent node solid blue. - **Why it escalated**: L1 could not confirm signal strength or validate node deployment distance. - **What L2 did**: - Requested node placement map and signal test results. - Advised power-cycling all nodes and re-adding via Linksys app. - **Current state**: Callback pending; L2 awaiting customer signal test data. - **L1 learning points**: - Verify node distance (<50 ft recommended) and obstacles. - Use Linksys app to check signal strength before troubleshooting LEDs. - Document node count and parent-child topology for escalation. --- ## Coach Appendix - **Top trend**: Inconsistent model verification leads to incorrect reset/pairing guidance (e.g., 5‑press on MR series). - **Recurring issue**: PCI compliance risks from collecting payment details over unsecured channels. - **Actionable insight**: Implement a pre-call checklist: 1. Confirm model/serial/warranty. 2. Pause recording before sensitive data entry. 3. Use KB-specific reset steps per product family. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:19:09 | 3.0 | INBOUND | WHW03 | SETUP | Abandoned/vague | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:58:40 | 3.2 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00131626](https://linksys.happyfox.com/staff/ticket/131626/) | 2026-06-01 15:27:42 | 1.8 | INBOUND | WHW01 | CONNECTIVITY | Abandoned/vague | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 19:15:04 | 1.6 | INBOUND | MR7500 | SETUP | Pending resolution | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 20:11:52 | 1.8 | OUTBOUND | MR7500 | SETUP | Callback/set | | [#LTS00131725](https://linksys.happyfox.com/staff/ticket/131725/) | 2026-06-01 22:16:18 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131823](https://linksys.happyfox.com/staff/ticket/131823/) | 2026-06-02 14:49:56 | 1.0 | INBOUND | RE6500 | CONNECTIVITY | Abandoned/vague | | [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) | 2026-06-02 16:41:53 | 2.4 | INBOUND | MX4000 | ACCESS | ↑ Escalated | | [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) | 2026-06-02 17:42:10 | 2.8 | INBOUND | MR7350 | CONNECTIVITY | Closed with self-help | | [#LTS00131886](https://linksys.happyfox.com/staff/ticket/131886/) | 2026-06-02 18:51:42 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 19:14:51 | 2.0 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:00:52 | 1.8 | INBOUND | WHW01 | CONNECTIVITY | Abandoned/vague | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:02:19 | 3.6 | OUTBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#LTS00131925](https://linksys.happyfox.com/staff/ticket/131925/) | 2026-06-02 21:51:40 | 2.1 | INBOUND | RE6300 | CONNECTIVITY | Pending resolution | | [#LTS00132047](https://linksys.happyfox.com/staff/ticket/132047/) | 2026-06-03 16:24:11 | 1.8 | INBOUND | MX55EC3 | CONNECTIVITY | Abandoned/vague | | [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) | 2026-06-03 17:27:02 | 2.0 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00130488](https://linksys.happyfox.com/staff/ticket/130488/) | 2026-06-03 18:32:51 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | Closed with self-help | | [#LTS00132124](https://linksys.happyfox.com/staff/ticket/132124/) | 2026-06-03 21:26:19 | 1.1 | INBOUND | WHW03 | ACCESS | Abandoned/vague | | [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) | 2026-06-04 14:12:36 | 2.8 | INBOUND | EA7500 | ACCESS | Closed with self-help | | [#LTS00132243](https://linksys.happyfox.com/staff/ticket/132243/) | 2026-06-04 14:26:58 | 2.8 | INBOUND | MR8300 | CONFIGURATION | Closed with self-help | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 15:52:39 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Callback/set | | [#LTS00132260](https://linksys.happyfox.com/staff/ticket/132260/) | 2026-06-04 16:01:52 | 1.1 | INBOUND | WHW03 | ACCESS | Pending resolution | | [#LTS00132301](https://linksys.happyfox.com/staff/ticket/132301/) | 2026-06-04 19:06:00 | 2.8 | INBOUND | RE6350 | CONNECTIVITY | Closed with self-help | | [#LTS00040595](https://linksys.happyfox.com/staff/ticket/40595/) | 2026-06-04 22:09:26 | 2.0 | INBOUND | MX6200 | CONNECTIVITY | Pending resolution | | [#LTS00132331](https://linksys.happyfox.com/staff/ticket/132331/) | 2026-06-04 22:50:44 | 3.7 | INBOUND | MR9610 | CONNECTIVITY | ✓ Resolved | | [#LTS00132410](https://linksys.happyfox.com/staff/ticket/132410/) | 2026-06-05 14:36:20 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 15:19:38 | 1.4 | INBOUND | SPNM60CF | SETUP | Pending resolution | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:03:48 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:20:46 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) | 2026-06-05 19:29:54 | 3.1 | INBOUND | MR2000 | SETUP | Closed with self-help | | [#LTS00132474](https://linksys.happyfox.com/staff/ticket/132474/) | 2026-06-05 20:07:52 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00132481](https://linksys.happyfox.com/staff/ticket/132481/) | 2026-06-05 20:35:44 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | Pending resolution |