# regin.magnetico@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 |
| --- | --- | --- | --- | --- | --- |
| 53 | 17m 6s | MX4200 | CONNECTIVITY | 53 | 1 |

## Work Mix Lens
- Frontline-heavy week: 55 LTS queue calls vs 2 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 | 2.70 | 53 |
| Protocol | 1.80 | 53 |
| Communication | 2.10 | 53 |
| Overall | 2.20 | 53 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 12 | 28m 59s | 2.45 | 3.25 | 1.75 | 2.17 | Outlier: 1.6x weekly median handle time |
| MR | 9 | 21m 31s | 2.04 | 2.67 | 1.33 | 1.89 |  |
| EA | 8 | 20m 30s | 1.79 | 2.25 | 1.62 | 2.00 |  |
| WHW | 9 | 19m 39s | 1.79 | 1.89 | 1.56 | 1.89 |  |
| SPN | 9 | 19m 21s | 2.58 | 3.00 | 1.89 | 2.11 |  |
| WRT | 2 | 16m 28s | 2.15 | 2.00 | 2.00 | 2.00 |  |
| RE | 2 | 14m 28s | 3.00 | 3.50 | 2.00 | 2.50 |  |
| E | 4 | 7m 41s | 2.02 | 3.00 | 2.00 | 2.00 |  |
| MBE | 1 | 6m 37s | 1.00 | 1.00 | 1.00 | 1.00 |  |
| LN | 1 | 5m 33s | 2.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 28m 59s; outlier: 1.6x weekly median handle time.
- MR is one of the slowest families at 21m 31s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 25 | 19m 42s | 2.10 | 2.40 | 1.70 | 2.00 | ✓ |
| ACCESS | 8 | 16m 27s | 2.40 | 3.30 | 1.90 | 2.30 | ✓ |
| SETUP | 10 | 18m 55s | 2.20 | 2.80 | 1.80 | 2.10 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.20 vs. last week.
- Average handle time moved down by 1m 04s.
- Family swing: RE handle time moved down by 55m 02s vs. last week.
- Family swing: LN handle time moved down by 13m 51s vs. last week.
- Family swing: MX handle time moved up by 11m 20s vs. last week.

## What Went Well

1. **Accurate troubleshooting guidance for MX6200 node pairing**  
   > *[05:00] CHANNEL_RIGHT: Okay, let’s perform the 5-press pairing on the parent router: press and release the reset button five times within five seconds. This will put the node in pairing mode.*  
   [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/)

2. **Effective resolution of connectivity issues via power-cycle**  
   > *[12:00] CHANNEL_RIGHT: I’ll guide you through a full power-cycle: unplug both the modem and router, wait 30 seconds, then plug the router back in first, followed by the modem.*  
   [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/)

---

## Growth Opportunities

1. **Incorrect model identification leading to wrong troubleshooting steps**  
   > *[00:00] CHANNEL_RIGHT: Since this is a Velop Pro 7, we’ll treat it as an MBE7000 for diagnostics.*  
   [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/)  
   *Next step: Always verify the exact product model and family before selecting a troubleshooting path. Confirm LED behaviors and supported features per KB.*

2. **Failure to follow standard troubleshooting protocols**  
   > *[04:00] CHANNEL_RIGHT: Let’s skip the parent node check and jump straight to node resets.*  
   [#LTS00132467](https://linksys.happyfox.com/staff/ticket/132467/)  
   *Next step: Adhere to standard diagnostic sequences—verify WAN status, parent node health, and LED states before proceeding to node-specific resets.*

---

## Next Week's Focus

- **Confirm product model and family** before initiating any troubleshooting—use the product label or serial number lookup.
- **Follow the standard mesh diagnostic flow**: verify WAN connectivity, check parent node LEDs, and confirm node pairing status before resetting child nodes.
- **Document LED states and troubleshooting steps** clearly in HappyFox for every call to ensure continuity and avoid repeated misdiagnosis.
- **Practice concise, structured communication** to keep calls efficient and focused, especially in high-complexity categories like CONNECTIVITY.

---

## Technical Accuracy

**Strength**  
> *[05:00] CHANNEL_RIGHT: Okay, let’s perform the 5-press pairing on the parent router: press and release the reset button five times within five seconds. This will put the node in pairing mode.*  
[#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/)  
*Note: Correct 5-press pairing method for MX6200 per KB.*

**Improvement**  
> *[00:00] CHANNEL_RIGHT: Since this is a Velop Pro 7, we’ll treat it as an MBE7000 for diagnostics.*  
[#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/)  
*Note: Incorrect model identification; Velop Pro 7 is an MX-series device, not MBE7000. This led to misapplied LED interpretation and troubleshooting steps.*

**Improvement**  
> *[04:00] CHANNEL_RIGHT: Let’s skip the parent node check and jump straight to node resets.*  
[#LTS00132467](https://linksys.happyfox.com/staff/ticket/132467/)  
*Note: Skipping parent node verification risks misdiagnosis; always confirm WAN status and parent node health first.*

---

## Coaching Moments

**Strength**  
> *[12:00] CHANNEL_RIGHT: I’ll guide you through a full power-cycle: unplug both the modem and router, wait 30 seconds, then plug the router back in first, followed by the modem.*  
[#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/)  
*Note: Clear, step-by-step power-cycle instructions that resolved the connectivity issue.*

**Improvement**  
> *[00:00] CHANNEL_RIGHT: It says device has been logged. block. Can you spell it out for me?*  
[#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/)  
*Note: Agent correctly asked for clarification of the error message but failed to proceed with troubleshooting after obtaining the information.*

**Improvement**  
> *[05:00] CHANNEL_RIGHT: Given the serial number? Or the original one. I haven't the number. I'm the basement, so you have to basically. Can I give you the second one?*  
[#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/)  
*Note: Agent struggled with collecting serial number information, leading to inefficiency and incomplete case documentation.*

---

## Escalation Lessons: What L2 Did

### [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) — Resolved by Level 2

- **What L1 saw**: Customer’s printer (HP OfficeJet Pro 8030) couldn’t connect to Linksys mesh Wi‑Fi. L1 attempted diagnostics but misidentified the router model and provided incorrect admin URLs.
- **Why it escalated**: Customer requested escalation after L1 refused assistance, stating the printer was a third-party device.
- **Related call chain**: This was a repeat contact; L1 had previously closed the case without resolution, forcing the customer to escalate.
- **What L2 did**: L2 clarified that Linksys supports mesh connectivity for third-party devices and guided the customer through correct 2.4 GHz band configuration and printer setup.
- **Current state**: Resolved—printer now connects and prints.
- **L1 learning points**: 
  - Verify product model and family before troubleshooting.
  - Use correct admin URLs (myrouter.local or [REDACTED_PHONE]) for Velop mesh.
  - Provide clear, step-by-step guidance for third-party device connectivity instead of refusing assistance.

---

## Coach Appendix

- The week’s highest-signal trend is **incorrect model identification**, leading to misapplied troubleshooting steps and prolonged handle times, especially in the MX product family. This pattern suggests a need for reinforced model verification protocols and KB reference during call opening.
- Recurring **protocol adherence gaps** were observed in connectivity cases, where agents skipped WAN verification and parent node checks before proceeding to node-specific resets. This contributed to lower protocol scores and inefficient call flow.
- **Documentation inconsistencies**—missing serial numbers, incomplete case notes, and unclear next steps—hindered continuity and resolution tracking. Focus on structured case capture during call opening to improve this.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 11:14:51 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | ✓ Resolved |
| [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 12:03:53 | 1.80 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 12:14:51 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | ✓ Resolved |
| [#LTS00131578](https://linksys.happyfox.com/staff/ticket/131578/) | 2026-06-01 12:24:54 | 3.00 | INBOUND | SPNMX57CF | ACCESS | ✓ Likely resolved |
| [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 12:49:06 | 1.00 | INBOUND | MBE7000 | SETUP | ⚠ Closed incorrectly |
| [#LTS00131584](https://linksys.happyfox.com/staff/ticket/131584/) | 2026-06-01 13:03:27 | 2.30 | INBOUND | MR8300 | ACCESS | ⏳ Pending |
| [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-01 13:09:29 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131593](https://linksys.happyfox.com/staff/ticket/131593/) | 2026-06-01 13:40:23 | 1.00 | INBOUND | MR20MS | SETUP | ⚠ Closed incorrectly |
| [#LTS00128079](https://linksys.happyfox.com/staff/ticket/128079/) | 2026-06-01 15:12:59 | 3.30 | INBOUND | MX5500 | SETUP | ✓ Likely resolved |
| [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 15:39:26 | 2.30 | INBOUND | SPNMX55GC | CONNECTIVITY | ⏳ Pending |
| [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/) | 2026-06-01 16:17:20 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00094243](https://linksys.happyfox.com/staff/ticket/94243/) | 2026-06-01 16:37:21 | 1.00 | INBOUND | WRT54GS2 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131646](https://linksys.happyfox.com/staff/ticket/131646/) | 2026-06-01 17:09:01 | 1.80 | INBOUND | E5350 | ACCESS | ⚠ Closed incorrectly |
| [#LTS00128369](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-01 17:35:14 | 1.40 | OUTBOUND | EA7300 | CONFIGURATION | ⏳ Pending |
| [#LTS00131664](https://linksys.happyfox.com/staff/ticket/131664/) | 2026-06-01 18:27:05 | 2.00 | INBOUND | LN1100 | ACCESS | ⏳ Pending |
| [#LTS00131674](https://linksys.happyfox.com/staff/ticket/131674/) | 2026-06-01 19:00:02 | 1.50 | INBOUND | WHW03 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131691](https://linksys.happyfox.com/staff/ticket/131691/) | 2026-06-01 20:21:21 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131810](https://linksys.happyfox.com/staff/ticket/131810/) | 2026-06-02 12:55:53 | 2.80 | INBOUND | SPNMX55GC | ACCESS | ⏳ Pending |
| [#LTS00128369](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-02 14:40:12 | 1.10 | OUTBOUND | EA7300 | CONFIGURATION | ⏳ Pending |
| [#LTS00131836](https://linksys.happyfox.com/staff/ticket/131836/) | 2026-06-02 15:01:19 | 2.80 | INBOUND | MX5500 | SETUP | ⏳ Pending |
| [#LTS00131857](https://linksys.happyfox.com/staff/ticket/131857/) | 2026-06-02 16:49:37 | 2.00 | INBOUND | EA7500 | ACCESS | ⏳ Pending |
| [#LTS00131870](https://linksys.happyfox.com/staff/ticket/131870/) | 2026-06-02 17:37:09 | 1.80 | INBOUND | MX5300 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131874](https://linksys.happyfox.com/staff/ticket/131874/) | 2026-06-02 17:53:30 | 2.30 | INBOUND | MR8300 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131878](https://linksys.happyfox.com/staff/ticket/131878/) | 2026-06-02 18:10:02 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131897](https://linksys.happyfox.com/staff/ticket/131897/) | 2026-06-02 19:50:43 | 1.80 | INBOUND | EA6400 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00132010](https://linksys.happyfox.com/staff/ticket/132010/) | 2026-06-03 12:55:41 | 1.70 | INBOUND | E5400 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00132012](https://linksys.happyfox.com/staff/ticket/132012/) | 2026-06-03 13:04:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00132015](https://linksys.happyfox.com/staff/ticket/132015/) | 2026-06-03 13:59:17 | 1.30 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00132040](https://linksys.happyfox.com/staff/ticket/132040/) | 2026-06-03 15:55:23 | 1.40 | INBOUND | MR8300 | SETUP | ⏳ Pending |
| [#LTS00132049](https://linksys.happyfox.com/staff/ticket/132049/) | 2026-06-03 16:37:28 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00132071](https://linksys.happyfox.com/staff/ticket/132071/) | 2026-06-03 17:13:12 | 2.30 | INBOUND | MR20MS | SETUP | ⏳ Pending |
| [#LTS00131731](https://linksys.happyfox.com/staff/ticket/131731/) | 2026-06-03 17:44:56 | 1.80 | INBOUND | E2500 | SETUP | ⚠ Closed incorrectly |
| [#LTS00132095](https://linksys.happyfox.com/staff/ticket/132095/) | 2026-06-03 18:54:41 | 3.40 | INBOUND | MX4300 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132103](https://linksys.happyfox.com/staff/ticket/132103/) | 2026-06-03 19:20:34 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00125473](https://linksys.happyfox.com/staff/ticket/125473/) | 2026-06-04 01:54:37 | 2.20 | INBOUND | SPNM60CF | CONNECTIVITY | ⏳ Pending |
| [#LTS00132208](https://linksys.happyfox.com/staff/ticket/132208/) | 2026-06-04 11:59:22 | 2.80 | INBOUND | SPNM60CF | ACCESS | ⏳ Pending |
| [#LTS00132213](https://linksys.happyfox.com/staff/ticket/132213/) | 2026-06-04 12:21:58 | 1.10 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ⚠ Closed incorrectly |
| [#LTS00132220](https://linksys.happyfox.com/staff/ticket/132220/) | 2026-06-04 13:03:35 | 2.20 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132013](https://linksys.happyfox.com/staff/ticket/132013/) | 2026-06-04 13:26:23 | 4.70 | INBOUND | MX6200 | ACCESS | ✓ Resolved |
| [#LTS00132238](https://linksys.happyfox.com/staff/ticket/132238/) | 2026-06-04 14:21:50 | 1.70 | INBOUND | MR9600 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132250](https://linksys.happyfox.com/staff/ticket/132250/) | 2026-06-04 15:16:22 | 2.00 | INBOUND | SPNMX55CF | CONNECTIVITY | ⏳ Pending |
| [#LTS00132279](https://linksys.happyfox.com/staff/ticket/132279/) | 2026-06-04 17:21:24 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132305](https://linksys.happyfox.com/staff/ticket/132305/) | 2026-06-04 19:29:49 | 3.30 | INBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved |
| [#LTS00132313](https://linksys.happyfox.com/staff/ticket/132313/) | 2026-06-04 19:35:24 | 1.00 | INBOUND | RE7350 | SETUP | ⏳ Pending |
| [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 12:02:27 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 12:27:23 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | ↑ Escalated |
| [#LTS00132390](https://linksys.happyfox.com/staff/ticket/132390/) | 2026-06-05 12:42:03 | 2.10 | INBOUND | SPNMX42TS | ACCESS | ⏳ Pending |
| [#LTS00132395](https://linksys.happyfox.com/staff/ticket/132395/) | 2026-06-05 13:13:00 | 1.80 | INBOUND | MR6350 | SETUP | ✓ Resolved |
| [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 15:42:53 | 2.50 | INBOUND | MX5300 | CONFIGURATION | ⏳ Pending |
| [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 16:56:26 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132440](https://linksys.happyfox.com/staff/ticket/132440/) | 2026-06-05 17:42:49 | 3.20 | INBOUND | RE9000 | SETUP | ⏳ Pending |
| [#LTS00132448](https://linksys.happyfox.com/staff/ticket/132448/) | 2026-06-05 19:04:48 | 2.00 | OUTBOUND | EA9500 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132461](https://linksys.happyfox.com/staff/ticket/132461/) | 2026-06-05 19:35:24 | 1.00 | INBOUND | EA7430 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132467](https://linksys.happyfox.com/staff/ticket/132467/) | 2026-06-05 20:00:18 | 1.70 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |
| [#LTS00132473](https://linksys.happyfox.com/staff/ticket/132473/) | 2026-06-05 20:23:25 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending |