# paulo.real@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 | | --- | --- | --- | --- | --- | --- | | 11 | 28m 43s | MX6200 | CONNECTIVITY | 9 | 5 | ## Work Mix Lens - Hybrid week: 5 LTS queue calls and 6 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 | 2.27 | 11 | | Protocol | 1.73 | 11 | | Communication | 2.00 | 11 | | Overall | 2.00 | 11 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 1 | 73m 2s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 2.5x weekly median handle time | | MX | 4 | 35m 28s | 2.05 | 2.00 | 1.75 | 1.75 | | | WHW | 3 | 29m 31s | 2.40 | 3.00 | 2.00 | 2.33 | | | OTHER | 1 | 9m 54s | 3.10 | 5.00 | 2.00 | 2.00 | | | MR | 2 | 6m 26s | 1.35 | 1.00 | 1.50 | 1.50 | | **Key Observations** - EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time. - MX is one of the slowest families at 35m 28s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 17m 9s | 2.00 | 2.80 | 1.80 | 2.00 | ✓ | | SETUP | 4 | 40m 50s | 1.72 | 1.75 | 1.50 | 2.00 | ✓ | | ACCESS | 1 | 6m 43s | 2.70 | 4.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Accuracy moved down 0.30 vs. last week. - Communication moved down 0.23 vs. last week. - Average handle time moved down by 2m 07s. - Family swing: EA handle time moved up by 31m 03s vs. last week. - Family swing: WHW handle time moved up by 21m 20s vs. last week. - Family swing: OTHER handle time moved down by 8m 44s vs. last week. ## What Went Well 1. **Accurate MX6200 setup guidance** > "Successfully guided customer to reset admin password using recovery key and confirmed final functionality." [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) 2. **Clear communication and customer engagement** > "Collected full customer name, email, model number, and serial number accurately." [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) --- ## Growth Opportunities 1. **Correct model-specific troubleshooting** - **Current gap**: Provided wrong admin URL/IP (`[REDACTED_PHONE]`) for WHW03 and used invalid 5-press reset. - **What good looks like**: Use `[REDACTED_PHONE]` or `myrouter.info` for WHW03; apply 10-second reset only. > "Directed customer to access router via 10.4.1.1 and later `[REDACTED_PHONE]` (both incorrect)." [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) 2. **Resolve connectivity issues with verified steps** - **Current gap**: Suggested factory reset without steps for MR5500; dismissed EA1200 support incorrectly. - **What good looks like**: Provide step-by-step reset instructions, validate recovery key use, and verify warranty status. > "Agent suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved." [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) --- ## Next Week's Focus - **Practice model-specific reset procedures**: Memorize 10-second reset for WHW03/MX6200 and recovery key steps for EA/MX series. - **Verify WAN link before escalating**: Confirm modem lights and ISP handoff on connectivity calls. - **Document handoffs explicitly**: Include model, serial, and steps tried in HappyFox notes for escalations. - **Use standard URLs**: `[REDACTED_PHONE]` or `myrouter.info` for WHW03; avoid customer-provided IPs. --- ## Technical Accuracy ### **Improvement** > "Incorrect admin URL/IP provided for WHW03 model, leading to unresolved access issue." [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — Model misidentification and invalid IP address used. ### **Improvement** > "Failed to guide customer through factory reset steps for MR5500, leaving issue unresolved." [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Recovery key validation omitted; reset instructions missing. ### **Improvement** > "Incorrectly dismissed recovery key support for EA1200, leading to unresolved password issue." [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — False end-of-support claim and missing reset guidance. ### **Improvement** > "Provided incorrect end-of-support information for EA1200, causing customer confusion." [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Warranty miscommunication. ### **Improvement** > "Model misidentification led to incorrect troubleshooting guidance for MX6200 mesh system." [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/) — WHW01 mislabeled as WHW03; reset procedure invalid. --- ## Coaching Moments **No additional coaching moments** were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Resolved by Level 2 - **What L1 saw**: MR5500 child node blinking blue, refusing to connect. Primary node working, three WHW01 child nodes solid blue. - **Why it escalated**: L1 suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved. - **Related call chain**: Three prior L1 attempts (May 26, June 1, June 2) all ended with abandoned/vague closure. - **What L2 did**: Performed callback, verified blinking blue as reset mode, guided through 10-second reset, confirmed recovery key use, and validated mesh re-pairing via app. - **Current state**: Resolved. - **L1 learning points**: 1. Always provide step-by-step factory reset instructions for MR5500 (10-second hold, release at solid blue). 2. Validate recovery key presence and usage before proceeding. 3. Confirm mesh topology and node statuses post-reset. ### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2 - **What L1 saw**: EA8300 showing solid orange light, no internet, unable to access admin UI. - **Why it escalated**: L1 referred to ISP without isolating router issues or providing self-help resources. - **Related call chain**: L1 call (June 1) ended with callback set; L2 assumed case June 1. - **What L2 did**: Verified modem-to-router connection, performed router reset, guided through admin UI access via `myrouter.local`, and confirmed internet connectivity. - **Current state**: Resolved. - **L1 learning points**: 1. Attempt basic router resets (10-second) before ISP referral. 2. Provide `myrouter.local` or `[REDACTED_PHONE]` as admin URLs. 3. Document modem status and WAN link verification. ### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — Resolved by Level 2 - **What L1 saw**: WHW03 parent node solid red, child nodes flashing red/purple after ISP change. - **Why it escalated**: L1 used unsupported 5-press reset and incorrect IP `[REDACTED_PHONE]`. - **Related call chain**: L1 call (June 2) escalated; L2 callback June 3. - **What L2 did**: Directed 10-second factory reset, used correct IPs (`[REDACTED_PHONE]`/`myrouter.info`), verified WAN cable, and re-paired nodes via app. - **Current state**: Resolved. - **L1 learning points**: 1. Use 10-second reset for WHW03, not 5-press. 2. Only use `[REDACTED_PHONE]` or `myrouter.info` for admin access. 3. Confirm WAN link and modem lights before node troubleshooting. ### [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) — Resolved by Level 2 - **What L1 saw**: WHW03 unable to access admin UI to separate Wi-Fi bands. - **Why it escalated**: L1 provided URL workaround but no model/serial collection; customer had already tried it. - **Related call chain**: L1 call (June 4) pending; L2 callback June 4. - **What L2 did**: Emailed KB article, offered factory reset guidance, and confirmed local network access. - **Current state**: Resolved. - **L1 learning points**: 1. Always collect model, serial, and warranty status. 2. Verify customer can reach router locally before URL suggestions. 3. Walk through factory reset if URL fails. ### [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) — Resolved by Level 2 - **What L1 saw**: WUSB6300 v2 intermittent disconnects on Windows 11; customer demanded refund. - **Why it escalated**: L1 offered refund without verifying warranty or collecting proof of purchase. - **Related call chain**: L1 call (June 5) escalated; L2 callback June 5. - **What L2 did**: Confirmed product discontinuation, offered $4.99 prorated refund with return shipping, and documented decline. - **Current state**: Resolved. - **L1 learning points**: 1. Verify warranty status and collect serial/proof of purchase. 2. Escalate hardware failure claims with full details. 3. Offer manager involvement for dissatisfied customers. --- ## Coach Appendix - **Top trend**: Frequent model misidentification (WHW03 vs. WHW01, MR5500 vs. EA1200) leading to incorrect procedures. Focus on model/serial verification and KB-specific guidance. - **Recurring pattern**: Escalations due to incomplete handoffs (missing steps, no self-help resources). Practice closing notes with exact steps tried and next actions. - **Quote governance**: All transcript quotes verified against source; no PII restored. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-01 | 1.7 | INBOUND | MR5500 | CONNECTIVITY | Pending | | [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 | 1.4 | OUTBOUND | EA8300 | SETUP | Pending | | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-02 | 1.0 | INBOUND | MR5500 | CONNECTIVITY | Abandoned | | [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) | 2026-06-02 | 1.7 | OUTBOUND | WHW03 | SETUP | Abandoned | | [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | 2026-06-04 | 2.7 | OUTBOUND | WHW03 | ACCESS | Pending | | [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) | 2026-06-04 | 2.8 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) | 2026-06-05 | 3.1 | INBOUND | WUSB6300 | CONNECTIVITY | Customer declined | | [#LTS00132502](https://linksys.happyfox.com/staff/ticket/132502/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Incorrectly closed | | [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Abandoned | | [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Pending |