# 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 1. **Accurate model/serial collection** > *"Model number WHW03. Serial number 20J10C6C74591."* [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) Consistently captured critical device details early in calls, enabling targeted troubleshooting. 2. **Successful mesh node pairing resolution** > *"Pressed the pair button on the parent router… node transitioned to solid white."* [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) Executed a textbook reset-and-pair flow for MX6200, resulting in confirmed resolution. 3. **Clear self-help offers** In multiple calls (e.g., [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/)), proactively provided email-based guidance after declining paid support, aligning with customer autonomy. --- ## Growth Opportunities 1. **Correct reset procedures and LED interpretation** > *"Hold the reset button for 20 seconds… solid pinkish red means ready."* [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) **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. 2. **Avoid premature paid support offers** > *"Your device is out of warranty; paid support is available for $[REDACTED]."* [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) **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](https://linksys.happyfox.com/staff/ticket/130715/) *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](https://linksys.happyfox.com/staff/ticket/123480/) *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](https://linksys.happyfox.com/staff/ticket/131061/) *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](https://linksys.happyfox.com/staff/ticket/130715/), [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/), and [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) illustrate repeated accuracy and protocol lapses in high-volume families. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 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](https://linksys.happyfox.com/staff/ticket/130730/) | 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](https://linksys.happyfox.com/staff/ticket/31646/) | 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](https://linksys.happyfox.com/staff/ticket/130770/) | 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](https://linksys.happyfox.com/staff/ticket/130780/) | 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](https://linksys.happyfox.com/staff/ticket/130788/) | 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](https://linksys.happyfox.com/staff/ticket/130855/) | 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](https://linksys.happyfox.com/staff/ticket/130861/) | 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](https://linksys.happyfox.com/staff/ticket/130887/) | 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](https://linksys.happyfox.com/staff/ticket/130884/) | 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](https://linksys.happyfox.com/staff/ticket/130905/) | 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](https://linksys.happyfox.com/staff/ticket/123480/) | 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](https://linksys.happyfox.com/staff/ticket/130935/) | 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](https://linksys.happyfox.com/staff/ticket/130939/) | 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](https://linksys.happyfox.com/staff/ticket/131030/) | 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](https://linksys.happyfox.com/staff/ticket/131033/) | 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](https://linksys.happyfox.com/staff/ticket/131033/) | 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](https://linksys.happyfox.com/staff/ticket/129854/) | 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](https://linksys.happyfox.com/staff/ticket/131046/) | 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](https://linksys.happyfox.com/staff/ticket/131051/) | 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](https://linksys.happyfox.com/staff/ticket/131056/) | 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](https://linksys.happyfox.com/staff/ticket/131061/) | 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](https://linksys.happyfox.com/staff/ticket/131086/) | 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](https://linksys.happyfox.com/staff/ticket/131095/) | 2026-05-27 20:30:15+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | Advised customer to dispute the charge with their bank. | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:36:28+00:00 | 1.50 | INBOUND | MR9000 | CONFIGURATION | No action taken; call ended without addressing any issue. | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:48:37+00:00 | 1.00 | INBOUND | MR9000 | CONFIGURATION | None – call ended after automated greeting. | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 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](https://linksys.happyfox.com/staff/ticket/131397/) | 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](https://linksys.happyfox.com/staff/ticket/131418/) | 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](https://linksys.happyfox.com/staff/ticket/131429/) | 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](https://linksys.happyfox.com/staff/ticket/131432/) | 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](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 16:39:51+00:00 | 1.00 | INBOUND | MX6200 | SETUP | None provided; call ended without actionable guidance or next steps. | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:01:51+00:00 | 1.00 | INBOUND | MX6200 | SETUP | not_fixed | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:27:43+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Callback promised; no troubleshooting or self-help guidance provided. | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 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. |