charm.awitan@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
30	10m 41s	MR8300	CONNECTIVITY	30	—

Work Mix Lens

Frontline-heavy week: 33 LTS queue calls vs 0 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	30
Protocol	1.70	30
Communication	2.20	30
Overall	2.10	30

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
LN	3	74m 2s	1.50	1.00	1.67	2.00	Outlier: 6.4x weekly median handle time
MX	7	20m 11s	2.30	2.43	1.29	2.00	Outlier: 1.7x weekly median handle time
WHW	5	12m 59s	2.20	1.40	2.00	1.80
SPN	2	11m 50s	3.25	4.00	1.50	2.50
RE	1	11m 23s	3.00	1.00	1.00	1.00
EA	5	8m 34s	2.10	2.80	2.00	2.40
E	3	8m 2s	2.37	3.00	1.67	2.00
MR	7	7m 26s	1.83	2.43	1.43	2.14

Key Observations

LN is the slowest family at 74m 2s; outlier: 6.4x weekly median handle time.
MX is the slowest family at 20m 11s; outlier: 1.7x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	13	15m 21s	2.00	2.20	1.70	2.40	✓
SETUP	9	9m 2s	2.10	2.40	1.80	2.10	✓
ACCESS	3	10m 52s	1.40	1.00	1.30	2.00	✓
CONFIGURATION	3	9m 8s	2.50	3.30	1.30	2.00	✓
GENERAL INQUIRY	2	5m 54s	2.20	3.00	1.00	2.00	✓

Week-over-Week Movement

Average handle time moved down by 4m 44s.
Family swing: LN handle time moved up by 63m 11s vs. last week.
Family swing: SPN handle time moved down by 39m 59s vs. last week.
Family swing: WHW handle time moved down by 21m 22s vs. last week.

What Went Well

Accurate model/serial collection

> "Model number WHW03. Serial number 20J10C6C74591."

#LTS00130855

Consistently captured critical device details early in calls, enabling targeted troubleshooting.

Successful mesh node pairing resolution

> "Pressed the pair button on the parent router… node transitioned to solid white."

#LTS00131061

Executed a textbook reset-and-pair flow for MX6200, resulting in confirmed resolution.

Clear self-help offers

In multiple calls (e.g., #LTS00130730), proactively provided email-based guidance after declining paid support, aligning with customer autonomy.

Growth Opportunities

Correct reset procedures and LED interpretation

> "Hold the reset button for 20 seconds… solid pinkish red means ready."

#LTS00031646

Next step: Always verify reset durations (KB: 10–15s for most models) and LED states (e.g., solid purple for Velop, not pinkish red). Use KB to confirm expected behaviors before instructing customers.

Avoid premature paid support offers

> "Your device is out of warranty; paid support is available for $[REDACTED]."

#LTS00130770

Next step: Exhaust free troubleshooting (WAN check, power cycle, basic diagnostics) before suggesting paid options. Document all steps taken to justify escalation.

Next Week's Focus

Validate WAN connectivity on every call before declaring hardware issues (e.g., check modem lights, test direct modem-to-computer connection).
Standardize reset instructions: Confirm model-specific reset durations and LED expectations using KB before guiding customers.
Document all troubleshooting steps in HappyFox to support self-help offers and reduce repeat contacts.
Revisit LN and MX cases: Target handle-time reduction through faster diagnosis (e.g., pre-check firmware, confirm ISP handoff).

Technical Accuracy

Improvement

"Declared AC2200 as end-of-life… no longer receiving firmware updates."

#LTS00130715

Note: AC2200 is not end-of-life per Linksys KB. Incorrect declarations erode trust and misdirect customers. Always verify EOL status via official resources before stating unsupported status.

Improvement

"Provided Zoho remote access… falsely claimed MLO incompatible with wired backhaul."

#LTS00123480

Note: Use only approved Linksys remote tools. Technical claims must align with KB; unsupported guidance risks misconfiguration.

Strength

"Guided MX6200 mesh node reset and pairing… confirmed solid white LED."

#LTS00131061

Note: Followed KB-guided mesh-rebuild procedure (reset → pair button → signal check), resulting in verified fix.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Top trend: Long handle times in LN and MX families correlate with lower accuracy/protocol scores. Prioritize model-specific troubleshooting scripts and WAN validation checklists for these products.
Critical gap: Inconsistent reset procedures (duration, LED interpretation) and premature paid-support offers undermine customer trust. Next coaching should emphasize KB verification and free-troubleshooting exhaustion.
Evidence: Calls #LTS00130715, #LTS00031646, and #LTS00130770 illustrate repeated accuracy and protocol lapses in high-volume families.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130715	2026-05-25 13:26:47+00:00	1.80	INBOUND	MR8300	CONNECTIVITY	Agent advised resetting the router or purchasing a new Velop Pro router; suggested contacting Apple for device-specific support. No concrete troubleshooting or follow-up path provided.
#LTS00130730	2026-05-25 14:56:56+00:00	3.00	INBOUND	MR8300	SETUP	Agent will email a self‑help troubleshooting guide; customer declined paid support.
#LTS00031646	2026-05-25 17:53:39+00:00	1.40	INBOUND	WHW01	SETUP	Agent told customer to wait for solid light and then add node, but provided no actual pairing instructions or validation steps.
#LTS00130770	2026-05-25 20:05:15+00:00	1.40	INBOUND	EA6350	SETUP	Agent promised to email setup instructions after paid support enrollment; no troubleshooting of 'no internet' status performed.
#LTS00130780	2026-05-25 20:36:31+00:00	1.80	INBOUND	EA8500	CONNECTIVITY	Agent will send email with incorrect reset instructions; no troubleshooting performed.
#LTS00130788	2026-05-25 21:27:01+00:00	1.10	INBOUND	MX6200	CONNECTIVITY	Customer to attempt manual node swap overnight; no valid resolution provided during call.
#LTS00130855	2026-05-26 13:03:47+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	Customer to test internet directly via the modem; if modem works, consider router replacement.
#LTS00130861	2026-05-26 13:40:18+00:00	2.80	INBOUND	EA9500	CONNECTIVITY	Advised customer to purchase a new router due to end-of-life status. No alternative paths offered.
#LTS00130887	2026-05-26 15:21:43+00:00	3.50	INBOUND	SPNMX57CF	CONFIGURATION	Customer confirmed both bands are now visible; will reconnect devices and call back if needed.
#LTS00130884	2026-05-26 15:59:55+00:00	1.30	INBOUND	MR5500	SETUP	Agent offered to email setup procedure and $15 paid support; customer declined due to email access issues and stated they would call back later. No actionable steps provided.
#LTS00130905	2026-05-26 16:48:39+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Perform factory reset and follow emailed setup steps; test internet afterward.
#LTS00123480	2026-05-26 18:30:38+00:00	1.60	OUTBOUND	LN1400	CONNECTIVITY	Logs will be reviewed and network monitored for 24–48 hours; if instability persists, hardware replacement may be pursued.
#LTS00130935	2026-05-26 19:14:16+00:00	1.50	INBOUND	EA6350	SETUP	Customer was told to reset the router and was offered the option to purchase a newer mesh system; no confirmation that the email‑blocking issue was resolved.
#LTS00130939	2026-05-26 19:32:17+00:00	1.80	INBOUND	WHW01	ACCESS	Email with web-UI access instructions promised; customer to log in via browser and verify node status.
#GI00131030	2026-05-27 13:15:40+00:00	1.30	INBOUND	—	GENERAL INQUIRY	Advised customer to dispute the charge with their bank; no internal action taken by Linksys.
#LTS00131033	2026-05-27 13:43:31+00:00	1.40	INBOUND	LN1200	ACCESS	No resolution achieved; no escalation, follow-up, or self-help path provided.
#LTS00131033	2026-05-27 13:58:45+00:00	1.50	OUTBOUND	LN1200	ACCESS	Customer to attempt reset again with correct timing and add the node via the app; further assistance may be needed.
#LTS00129854	2026-05-27 14:52:21+00:00	3.00	INBOUND	SPNM60CF	CONFIGURATION	No technical resolution provided. Agent promised to call back but did not execute.
#LTS00131046	2026-05-27 15:05:12+00:00	3.00	INBOUND	WHW03	SETUP	Agent will send an email with detailed self-help instructions; customer will attempt the steps and may request paid support later.
#LTS00131051	2026-05-27 16:12:20+00:00	2.80	INBOUND	E1200	CONNECTIVITY	Advised customer to purchase a new router due to end-of-life status.
#LTS00131056	2026-05-27 16:53:12+00:00	1.60	INBOUND	MR2000	CONNECTIVITY	Customer to power cycle devices; if issue persists, perform factory reset and reconfigure router via web interface (incorrect URL provided). No confirmation of fix.
#LTS00131061	2026-05-27 17:39:27+00:00	4.00	INBOUND	MX6200	CONNECTIVITY	Node re-paired and functioning; customer may relocate the node as desired.
#LTS00131086	2026-05-27 19:39:49+00:00	3.00	INBOUND	EA4500	CONNECTIVITY	Advise purchase of a new router (MX6200) because the current device is end-of-life and unsupported.
#GI00131095	2026-05-27 20:30:15+00:00	3.00	INBOUND	—	GENERAL INQUIRY	Advised customer to dispute the charge with their bank.
#LTS00127446	2026-05-28 23:36:28+00:00	1.50	INBOUND	MR9000	CONFIGURATION	No action taken; call ended without addressing any issue.
#LTS00127446	2026-05-28 23:48:37+00:00	1.00	INBOUND	MR9000	CONFIGURATION	None – call ended after automated greeting.
#LTS00131397	2026-05-29 13:41:53+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	None. Agent failed to collect email address or provide troubleshooting steps. Customer left without resolution.
#LTS00131397	2026-05-29 13:53:55+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Customer reported all nodes visible in app with no errors, but 'no internet' warning remained. Advised to relocate nodes and update firmware later. No follow-up scheduled.
#LTS00131418	2026-05-29 15:43:38+00:00	2.60	INBOUND	MR7350	SETUP	Email with setup instructions promised but not confirmed sent or received; customer left to self-troubleshoot without real-time support.
#LTS00131429	2026-05-29 16:25:10+00:00	3.00	INBOUND	E8450	SETUP	Agent will email the customer instructions on how to add the node to the mesh network; customer may contact support again if the issue persists.
#LTS00131432	2026-05-29 16:34:12+00:00	1.30	INBOUND	E1200	CONFIGURATION	Agent claimed they would send an email with steps, but no confirmation of accuracy or delivery was made; customer left unresolved.
#LTS00107121	2026-05-29 16:39:51+00:00	1.00	INBOUND	MX6200	SETUP	None provided; call ended without actionable guidance or next steps.
#LTS00107121	2026-05-29 17:01:51+00:00	1.00	INBOUND	MX6200	SETUP	not_fixed
#LTS00107121	2026-05-29 17:27:43+00:00	3.00	INBOUND	MX6200	SETUP	Callback promised; no troubleshooting or self-help guidance provided.
#LTS00131474	2026-05-29 19:37:27+00:00	3.00	INBOUND	RE6400	SETUP	Agent will send an email with correct troubleshooting steps. No live resolution achieved.