# alvin.edio@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 4 | 7m 52s | MBE7000 | CONNECTIVITY | 4 | 1 |

## Work Mix Lens
- Frontline-heavy week: 3 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 | 3.00 | 4 |
| Protocol | 2.25 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.42 | 4 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 |  |
| MX | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 |  |
| EA | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 |  |
| WRT | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 |  |

**Key Observations**
- MBE is one of the slowest families at 10m 10s.
- MX is one of the slowest families at 9m 12s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 |  |
| SETUP | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 |  |
| ACCESS | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.27 vs. last week.
- Accuracy moved up 0.22 vs. last week.
- Protocol moved up 0.66 vs. last week.
- Average handle time moved down by 8m 01s.
- Family swing: WRT handle time moved down by 8m 32s vs. last week.
- Family swing: EA handle time moved down by 5m 38s vs. last week.
- Family swing: MX handle time moved down by 5m 16s vs. last week.

## What Went Well

1. **Accurate product identification and EOL knowledge**  
   > Correctly identified the MX5300 as end-of-life and cited the final firmware release date (April 14, 2022) per KB.  
   [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)

2. **Appropriate self-help guidance for legacy devices**  
   > Directed the WRT54GV5 customer to support.linksys.com for self-help, acknowledging device limitations.  
   [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/)

---

## Growth Opportunities

1. **Validate product model before troubleshooting**  
   > Misidentified MBE7000 as "MBE70" and MX6200 as "MBE70," leading to incorrect technical context. Always confirm model/family via sticker/serial before proceeding.  
   [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)

2. **Use correct resolution paths for account management**  
   > Advised a factory reset to change EA-9300 account email — this is invalid per KB. Next time, guide customers to the Linksys website/app or escalate to paid support.  
   [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/)

---

## Next Week's Focus

- **Double-check product model/family** before initiating troubleshooting (e.g., ask for sticker details, verify via serial).  
- **For account/email issues**, default to website/app guidance or paid-support escalation — avoid device resets.  
- **Add validation steps** to connectivity calls: speed test, WAN check, node restart.  
- **Document exact customer-reported symptoms** to improve diagnosis accuracy.

---

## Technical Accuracy

### **Improvement**  
> Agent misidentified the product as MBE70 instead of MX6200, leading to incorrect technical context and no troubleshooting performed despite customer describing a solvable performance issue.  
[#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)

### **Improvement**  
> Agent provided incorrect technical guidance (factory reset) for changing account email on EA-9300, which is not a valid method per Linksys KB. Call ended without resolution or correct path forward.  
[#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/)

### **Strength**  
> Agent correctly identified the MX5300 as end-of-life and provided accurate last firmware date (April 14, 2022) per KB (universal_eol_firmware.md).  
[#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)

### **Improvement**  
> Agent did not guide the customer to verify the current firmware version via the admin UI (http://[REDACTED_PHONE] or http://myrouter.local) for MX5300, missing a key validation step.  
[#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)

---

## Coaching Moments

**No additional coaching moments were extracted after the technical review.**

---

## Escalation Lessons: What L2 Did

### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — Resolved by Level 2  

- **What L1 saw**: Customer reported buffering after switching to business internet and replacing a mesh node with an MX6200, suspecting VLAN throughput limitations.  
- **Why it escalated**: L1 misidentified the device as MBE70, performed no troubleshooting, and escalated based on outdated notes.  
- **What L2 did**:  
  - Validated correct device context (MX6200).  
  - Performed remote session to capture logs, disabled IPV6 and express forwarding, and recommended a full mesh reset/reconfiguration to clear LSWF artifacts.  
  - Provided step-by-step reset instructions and scheduled follow-up.  
- **Current state**: Resolved after customer followed reset instructions.  
- **L1 learning points**:  
  1. Confirm product model/family before troubleshooting.  
  2. For MX6200 connectivity issues, start with speed tests, WAN checks, and node restarts.  
  3. Document exact troubleshooting steps and avoid escalating without validation.

---

## Coach Appendix

- **Top trend**: Inconsistent product identification caused technical errors and incomplete troubleshooting.  
- **Key pattern**: Connectivity and account-management calls need stricter validation (model confirmation, KB-aligned steps).  
- **Evidence**: See Growth Opportunities and Escalation Lessons sections for specific call examples.

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/) | 2026-05-25 23:53:38+00:00 | 3.50 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | Informed customer that MX5300 is end-of-life with no new firmware; suggested adding nodes or upgrading to a newer model for better coverage. |
| [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 00:10:43+00:00 | 1.50 | INBOUND | MBE7000 | CONNECTIVITY | Ticket escalated to Tier-2 for firmware update (based on incorrect device assumption); customer advised to await callback with no guaranteed timeframe. |
| [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/) | 2026-05-26 00:29:24+00:00 | 3.00 | INBOUND | WRT54G | SETUP | Customer to use support.linksys.com AI agent to find instructions for securing the WRT54G via web interface. |
| [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/) | 2026-05-26 00:38:26+00:00 | 1.70 | INBOUND | EA9300 | ACCESS | Advised to reset the router and set up a new account; no confirmation of success. |