# aysah.bagumbaran@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 |
| --- | --- | --- | --- | --- | --- |
| 26 | 16m 47s | WHW03 | CONNECTIVITY | 26 | 2 |

## Work Mix Lens
- Frontline-heavy week: 24 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 | 2.20 | 26 |
| Protocol | 1.80 | 26 |
| Communication | 2.30 | 26 |
| Overall | 2.30 | 26 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 4 | 32m 9s | 2.07 | 1.33 | 1.67 | 2.33 | Outlier: 2.1x weekly median handle time |
| E | 4 | 26m 24s | 2.20 | 3.00 | 1.75 | 2.00 | Outlier: 1.8x weekly median handle time |
| WHW | 8 | 24m 34s | 2.14 | 2.00 | 1.38 | 2.00 | Outlier: 1.6x weekly median handle time |
| EA | 3 | 15m 36s | 2.47 | 1.33 | 2.33 | 2.67 |  |
| MR | 6 | 14m 19s | 1.88 | 1.60 | 1.60 | 2.40 |  |
| OTHER | 1 | 14m 0s | 3.40 | 5.00 | 3.00 | 3.00 |  |
| RE | 3 | 8m 0s | 2.47 | 3.33 | 2.00 | 2.33 |  |
| MBE | 1 | 3m 59s | 2.80 | 2.00 | 3.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 32m 9s; outlier: 2.1x weekly median handle time.
- E is the slowest family at 26m 24s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 10 | 20m 5s | 2.00 | 1.80 | 1.60 | 2.30 | ✓ |
| SETUP | 7 | 16m 24s | 2.10 | 2.00 | 1.70 | 2.30 | ✓ |
| GENERAL INQUIRY | 4 | 5m 8s | 2.20 | 2.80 | 2.00 | 2.30 |  |
| ACCESS | 3 | 16m 59s | 2.10 | 2.70 | 1.70 | 2.30 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.30 vs. last week.
- Accuracy moved up 0.39 vs. last week.
- Protocol moved up 0.17 vs. last week.
- Average handle time moved up by 1m 06s.
- Family swing: E handle time moved up by 18m 54s vs. last week.
- Family swing: MBE handle time moved down by 14m 10s vs. last week.
- Family swing: WHW handle time moved up by 9m 19s vs. last week.

## What Went Well

1. **Accurate unmanaged switch guidance**  
   > *"The SE3005 is an unmanaged switch with no firewall capabilities. Firewall settings must be adjusted on the router (Spectrum gateway or eero)."*  
   [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/)  

2. **Clear warranty/communication framing**  
   > *"Your EA7300 is out of warranty (expired May 2021). For SSID separation, we can email step-by-step instructions or proceed with paid support."*  
   [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/)  

---

## Growth Opportunities

1. **Technical accuracy & KB adherence**  
   > *"The MX2000 delivers up to 3 Gbps Wi‑Fi speed"* ❌ *(Fact: MX2000 maxes at 2.5 Gbps per KB)*  
   **Next step**: Verify product specs/KB before stating performance claims. Use `universal_speed_performance.md` for speed validation.  
   [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

2. **PCI compliance & data handling**  
   > *"Full credit‑card number, expiration, CVV collected over phone"* ❌ *(PCI violation)*  
   **Next step**: Never collect payment details verbally. Use HappyFox secure payment portal.  
   [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)  

---

## Next Week's Focus

- **Run WAN diagnostics first** for red‑LED connectivity issues (cable check, modem reboot) before ISP referral.  
- **Disable band steering** on MX/WHW routers when separating 2.4/5 GHz SSIDs to prevent re-merging.  
- **Use KB articles** for password resets (e.g., `universal_wifi_security.md`) instead of generic defaults.  
- **Avoid verbal payment collection**; direct to HappyFox secure portal for out-of-warranty cases.  

---

## Technical Accuracy

### **Improvement**  
> *Provided incorrect registration URLs (e.g., 'register.linksus.com') instead of the correct 'register.linksys.com'. This is a critical accuracy error and security risk.*  
[#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

### **Improvement**  
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
[#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)  

### **Improvement**  
> *Collected full credit‑card details (number, expiration, CVV) over unsecured phone line, violating PCI compliance policies.*  
[#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)  

### **Strength**  
> *Accurately identified SE3005 as an unmanaged switch with no firewall capabilities and directed customer to adjust firewall settings on their router, aligning with KB guidance.*  
[#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/)  

---

## Coaching Moments

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

---

## Escalation Lessons: What L2 Did

### [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) — Callback  
- **What L1 saw**: MX2000 mesh system with slow speed/poor range after recent node setup.  
- **Why it escalated**: Customer requested L2 after L1 provided incorrect registration URLs and false speed claims.  
- **Related call chain**:  
  - L1 (aysah) → Incorrect URLs, false 3 Gbps claim → Escalation.  
  - L2 (Andy Dixit) → Validated RSSI issues, tested near-parent-node connection, expressed forwarding for follow-up.  
- **What L2 did**:  
  - Used alternate server for speed test.  
  - Identified RSSI beyond acceptable threshold.  
  - Tested device connection near parent node.  
  - Scheduled callback for further troubleshooting.  
- **Current state**: Callback pending; diagnosis ongoing.  
- **L1 learning points**:  
  1. **Verify registration URLs** (`register.linksys.com` only).  
  2. **Reference KB specs** for MX2000 (max 2.5 Gbps, not 3 Gbps).  
  3. **Run mesh diagnostics** (RSSI, node placement) before escalation.  

### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved  
- **What L1 saw**: MR5500 cloud account lockout after password resets.  
- **Why it escalated**: L1 miscommunicated L2 callback expectations and provided incorrect registration URL.  
- **Related call chain**:  
  - L1 (aysah) → Escalated after failed cloud login.  
  - L2 (Level‑2) → Verified account status, clarified LSW discontinuation, resolved via local web UI.  
- **What L2 did**:  
  - Confirmed LinksysSmartWiFi.com discontinuation.  
  - Directed customer to `myrouter.info` for local management.  
  - Closed ticket after successful UI access.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. **Clarify cloud service status** (LSW discontinued for MR5500).  
  2. **Provide correct self-help URL** (`myrouter.info`).  
  3. **Avoid misstating callback details**; confirm numbers with customer.  

---

## Coach Appendix

- **Top trend**: Persistent technical inaccuracies (incorrect URLs, unsupported procedures) and PCI violations in high-volume connectivity/setup cases.  
- **Recurring pattern**: L1s often skip KB‑guided diagnostics (WAN checks, firmware updates) and default to escalation or paid support before exhausting free self-help paths.  
- **Key evidence**:  
  - 3+ instances of incorrect registration URLs impacting MX/E series cases.  
  - 2+ PCI violations from verbal card collection during paid-support upsells.  

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-25 14:21:54+00:00 | 3.00 | INBOUND | MR8300 | GENERAL INQUIRY | Advised customer to search authorized online retailers (Amazon, Walmart, Best Buy) for desired model; explained a single mesh node can function as a standalone router and Wi-Fi name can be preserved via app. |
| [#LTS00130731](https://linksys.happyfox.com/staff/ticket/130731/) | 2026-05-25 15:02:43+00:00 | 1.70 | INBOUND | MR9000 | SETUP | Offered paid support; no technical resolution provided. |
| [#LTS00130754](https://linksys.happyfox.com/staff/ticket/130754/) | 2026-05-25 17:04:22+00:00 | 2.80 | INBOUND | RE9000 | SETUP | Offered paid support for setup assistance; no self-help or troubleshooting provided. |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-25 18:32:19+00:00 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | Callback from a Level 2 technician within 2-3 hours. |
| [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/) | 2026-05-25 20:11:55+00:00 | 3.00 | INBOUND | EA8300 | ACCESS | Customer logged into the router UI and was instructed to change the Wi-Fi password via the Wi-Fi settings page. No follow-up verification was performed. |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 00:21:31+00:00 | 1.50 | INBOUND | MR8300 | CONNECTIVITY | Offered paid technical support; no technical fix, self-help resource, or transfer provided. |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 13:09:54+00:00 | 1.40 | INBOUND | MX6200 | GENERAL INQUIRY | No resolution or next step provided. |
| [#LTS00130889](https://linksys.happyfox.com/staff/ticket/130889/) | 2026-05-26 15:34:20+00:00 | 3.00 | INBOUND | EA7300 | CONFIGURATION | Provided explanation and offered to email instructions for securing guest network, despite technical inaccuracy. |
| [#LTS00130903](https://linksys.happyfox.com/staff/ticket/130903/) | 2026-05-26 16:39:22+00:00 | 2.00 | INBOUND | WHW03 | ACCESS | No successful resolution; advised password reset and WPS setup but did not verify either succeeded. No concrete next step provided. |
| [#LTS00130915](https://linksys.happyfox.com/staff/ticket/130915/) | 2026-05-26 17:37:48+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Agent offered to email setup guide; customer accepted. |
| [#GI00130919](https://linksys.happyfox.com/staff/ticket/130919/) | 2026-05-26 18:03:45+00:00 | 2.80 | INBOUND | MBE7002 | GENERAL INQUIRY | Advised customer to purchase the MBE70 from Amazon or other authorized retailers; no further action needed. |
| [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 18:47:40+00:00 | 3.60 | INBOUND | WHW03 | CONFIGURATION | Agent will email step-by-step instructions for creating a separate 2.4 GHz SSID. |
| [#LTS00130947](https://linksys.happyfox.com/staff/ticket/130947/) | 2026-05-26 19:44:44+00:00 | 3.00 | INBOUND | MX6200 | CONFIGURATION | Customer applied SSID changes; advised to manually reconnect devices. No verification of smart AC connectivity performed. Band steering not disabled, risking re-merging of bands. |
| [#LTS00130953](https://linksys.happyfox.com/staff/ticket/130953/) | 2026-05-26 20:04:43+00:00 | 3.00 | INBOUND | E8450 | CONNECTIVITY | Customer to apply the self‑help steps and call back if the problem persists. |
| [#LTS00130960](https://linksys.happyfox.com/staff/ticket/130960/) | 2026-05-26 20:52:06+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Agent promised to email setup guidelines; offered paid support for $15. |
| [#LTS00130974](https://linksys.happyfox.com/staff/ticket/130974/) | 2026-05-26 22:13:13+00:00 | 2.50 | INBOUND | E5400 | CONNECTIVITY | Customer initiated iPhone software update; no confirmation of success. No further troubleshooting or follow-up path established. |
| [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/) | 2026-05-27 17:04:36+00:00 | 1.30 | INBOUND | WHW01 | CONNECTIVITY | No valid resolution achieved. Correct steps: factory reset child node (10-second reset button press), then pair via Pair button or web UI Add Node. Verify LED states: solid white = online, solid red = disconnected. Avoid 5-press method. |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-27 17:53:43+00:00 | 1.80 | INBOUND | E7350 | CONNECTIVITY | Customer advised to contact ISP (Spectrum) to verify modem functionality, but no self-help resources or follow-up path provided. |
| [#GI00131079](https://linksys.happyfox.com/staff/ticket/131079/) | 2026-05-27 19:02:24+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | Advised to check authorized retailers (e.g., Amazon, Walmart, Best Buy) for pricing; no further action taken. |
| [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 20:04:47+00:00 | 1.40 | INBOUND | EA6900 | CONNECTIVITY | Advised customer to contact LG support; no resolution achieved and no concrete next step provided. |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-28 00:34:08+00:00 | 1.50 | INBOUND | E7350 | CONNECTIVITY | None; call ended without any guidance. |
| [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-28 14:10:25+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — |
| [#LTS00131241](https://linksys.happyfox.com/staff/ticket/131241/) | 2026-05-28 15:24:25+00:00 | — | INBOUND | MX2000 | SETUP | — |
| [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 2026-05-28 16:44:24+00:00 | 1.40 | INBOUND | MR8300 | CONFIGURATION | Agent advised customer to provide MAC address from router label to ISP. No troubleshooting or KB-based guidance was provided. |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 17:07:44+00:00 | 1.60 | INBOUND | WHW03 | SETUP | Paid support transaction processed; technical assistance to be provided later. |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 17:23:20+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | Customer advised to contact ISP to verify line speed and provisioning. No further Linksys troubleshooting offered. |
| [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-28 19:10:31+00:00 | 1.80 | INBOUND | MR5500 | ACCESS | Case escalated to Level-2 technician with callback expected within two hours. No technical resolution achieved. |
| [#LTS00131303](https://linksys.happyfox.com/staff/ticket/131303/) | 2026-05-28 19:47:04+00:00 | 1.30 | INBOUND | RE6300 | SETUP | Offered paid support ($15) without troubleshooting or self-help resources. |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 20:22:23+00:00 | 1.50 | OUTBOUND | WHW03 | SETUP | Customer told to attempt reset and 5-press pairing on their own; no further support offered. |
| [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/) | 2026-05-28 20:40:19+00:00 | 3.40 | INBOUND | SE3005 | CONFIGURATION | Advised customer to adjust firewall settings on their router (Spectrum gateway or eero) and contact the respective support provider. |
| [#LTS00108836](https://linksys.happyfox.com/staff/ticket/108836/) | 2026-05-29 00:07:44+00:00 | 3.30 | INBOUND | RE6700 | SETUP | No further action required; customer advised to use extender’s web interface (extender.linksys.com) if setup is needed. |