# deneive.luar@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 | | --- | --- | --- | --- | --- | --- | | 43 | 12m 41s | MX6200 | CONNECTIVITY | 43 | — | ## Work Mix Lens - Frontline-heavy week: 48 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 | 2.30 | 43 | | Protocol | 1.80 | 43 | | Communication | 2.20 | 43 | | Overall | 2.20 | 43 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 12 | 22m 15s | 2.28 | 1.92 | 1.75 | 2.08 | Outlier: 1.9x weekly median handle time | | WHW | 7 | 16m 2s | 1.94 | 2.43 | 1.43 | 2.00 | | | MR | 3 | 15m 8s | 2.10 | 3.00 | 1.33 | 1.67 | | | EA | 15 | 11m 41s | 2.23 | 1.73 | 1.87 | 2.20 | | | OTHER | 4 | 11m 15s | 2.62 | 2.75 | 1.75 | 2.75 | | | E | 6 | 10m 42s | 1.98 | 1.33 | 1.67 | 2.17 | | | WRT | 2 | 10m 12s | 2.50 | 3.00 | 1.50 | 3.00 | | | MBE | 1 | 8m 14s | 1.50 | 5.00 | 1.00 | 1.00 | | **Key Observations** - MX is the slowest family at 22m 15s; outlier: 1.9x weekly median handle time. - WHW is one of the slowest families at 16m 2s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 14m 16s | 2.10 | 2.20 | 1.80 | 2.30 | ✓ | | SETUP | 12 | 13m 32s | 2.30 | 2.40 | 2.00 | 2.30 | ✓ | | ACCESS | 5 | 12m 36s | 2.00 | 2.60 | 1.80 | 2.20 | ✓ | | HARDWARE | 5 | 8m 9s | 2.10 | 2.40 | 1.60 | 2.20 | ✓ | ## Week-over-Week Movement - Overall moved down 0.16 vs. last week. - Accuracy moved down 0.24 vs. last week. - Communication moved down 0.18 vs. last week. - Average handle time moved up by 2m 16s. - Family swing: OTHER handle time moved up by 4m 16s vs. last week. ## What Went Well 1. **Accurate product identification** Collected model and serial numbers correctly, enabling precise support. *Example*: Verified EA6350 model and serial `14Y30J02907074` before proceeding. 2. **Customer information collection** Consistently captured full contact details (name, email, phone) and device specs. *Example*: Polished phonetic spelling of `Benja-min Jac-o-bson` and `brynne{milani@}ais.nn`. 3. **Appropriate self-help paths** Offered emails with troubleshooting guides when customers declined paid support. *Example*: Promised driver link for WUSB6100M after confirming EOL status. --- ## Growth Opportunities 1. **Technical accuracy & KB adherence** **Improvement**: Avoid stating unsupported status for legacy devices (e.g., EA6350) and use correct reset procedures. > *"The EA6350 is end-of-life and no longer supported by Linksys."* **Next step**: Confirm firmware availability via KB before declaring unsupported. Use 10-second reset for EA series. [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) 2. **Troubleshooting protocol** **Improvement**: Perform basic diagnostics (power cycle, LED check, WAN ping) before escalating or recommending replacement. > *"I didn’t verify WAN connectivity before advising a new router."* **Next step**: Standardize connectivity checks: `ping 8.8.8.8`, LED validation, and modem reboot. [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) --- ## Next Week's Focus 1. **Verify product support status** before declaring devices unsupported. Cross-check KB for firmware/updates. 2. **Standardize connectivity diagnostics**: Always check WAN ping, LED states, and modem sync after power outages. 3. **Use correct reset durations**: 10 seconds for EA/MX series, 20 seconds only for specific models per KB. 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. --- ## Technical Accuracy ### **Improvement** **Incorrect EOL claim for EA6350** > *"The EA6350 is end-of-life and no longer supported by Linksys."* **Note**: EA6350 receives firmware updates; agent misrepresented support policy. Always confirm via KB before stating EOL. [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) ### **Improvement** **Invalid support URL provided** > *"Visit www.support.linksystem.com for troubleshooting."* **Note**: Domain `linksystem.com` is not Linksys-owned; poses phishing risk. Use `support.linksys.com`. [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) ### **Improvement** **Incorrect MX6200 pairing method** > *"Use 5-press reset to add child nodes."* **Note**: MX6200 uses Intelligent Mesh; 5-press reset is unsupported. Use Pair button or admin UI. [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) ### **Improvement** **Misstated MX5500 mesh compatibility** > *"MX5500 cannot be added as a child node to WHW03."* **Note**: MX5500 can join WHW03 mesh but may lack optimal performance. Clarify limitations per KB. [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) ### **Strength** **Accurate redirection of non-Linksys device** **Note**: Correctly identified TP-Link Archer C7 and directed customer to vendor support. [#GI00131287](https://linksys.happyfox.com/staff/ticket/131287/) --- ## Coaching Moments *No additional coaching moments extracted after technical review.* --- ## Escalation Lessons: What L2 Did **No escalated case learning was available for this report.** --- ## Coach Appendix - **Primary trend**: Frequent technical inaccuracies around legacy device support and mesh configuration, leading to customer confusion and prolonged handle times. - **Key pattern**: Agent often declares devices unsupported before performing basic diagnostics, violating protocol and KB guidance. Focus next week on verifying warranty/firmware status and executing standardized troubleshooting flows for connectivity and setup issues. - **Evidence**: See Technical Accuracy section for specific errors and call examples. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 12:56:17+00:00 | 1.70 | INBOUND | WRT54G2 | HARDWARE | Agent promised to email password-reset instructions to 134@gmail.com, but no actual steps were provided during the call. | | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 13:36:58+00:00 | 3.30 | INBOUND | WRT54G2 | HARDWARE | Purchase and install MX2000 mesh router; no further action required. | | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 14:21:35+00:00 | 1.30 | INBOUND | EA7300 | CONNECTIVITY | Customer advised to contact ISP without confirmation of modem status, router functionality, or receipt of self-help materials. No concrete next step provided. | | [#LTS00130732](https://linksys.happyfox.com/staff/ticket/130732/) | 2026-05-25 15:01:42+00:00 | 3.00 | INBOUND | E5400 | CONNECTIVITY | Customer advised to consider purchasing a new mesh router; email with troubleshooting steps to be sent. | | [#LTS00130757](https://linksys.happyfox.com/staff/ticket/130757/) | 2026-05-25 18:21:07+00:00 | 3.00 | INBOUND | MR7350 | ACCESS | Agent sent an email to MaryMWilder1@gmail.com with instructions for accessing the router locally using the router password. | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 20:11:33+00:00 | 1.00 | INBOUND | — | HARDWARE | None — agent said they would call back but no callback was scheduled or confirmed. | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 20:16:02+00:00 | 1.50 | OUTBOUND | — | HARDWARE | Agent determined the device is not a Linksys product and asked the customer to send a photo; no further action taken. | | [#GI00129420](https://linksys.happyfox.com/staff/ticket/129420/) | 2026-05-25 23:51:36+00:00 | 1.30 | INBOUND | E1200 | CONNECTIVITY | Agent directed customer to invalid support site (support.links.com) and ended call. | | [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) | 2026-05-26 14:31:15+00:00 | 1.90 | INBOUND | EA6900 | CONNECTIVITY | Advised customer to purchase a new router; no technical fix, troubleshooting, or valid support path offered. | | [#LTS00130886](https://linksys.happyfox.com/staff/ticket/130886/) | 2026-05-26 15:30:57+00:00 | 1.40 | INBOUND | E1200 | SETUP | Agent will email the E1200 user guide to the customer. | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 16:15:32+00:00 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Agent advised EA7500 is end-of-life and suggested purchasing a new router from retail stores. No self-help, KB, or follow-up email offered. | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-26 17:53:19+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Node re‑added to the mesh (solid white). Phone Wi‑Fi connectivity still pending – advise customer to retry connection or request further assistance. | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 19:40:28+00:00 | 3.00 | INBOUND | WHW03 | CONFIGURATION | Customer to follow resent email and verbal instructions independently. No follow-up scheduled. | | [#LTS00130949](https://linksys.happyfox.com/staff/ticket/130949/) | 2026-05-26 20:00:30+00:00 | 1.80 | INBOUND | MR8300 | SETUP | Email with generic reset steps will be sent; customer may opt for paid support. | | [#LTS00130961](https://linksys.happyfox.com/staff/ticket/130961/) | 2026-05-26 20:48:44+00:00 | 1.80 | INBOUND | EA6500 | SETUP | Agent promised to email a user guide after the call. | | [#LTS00131029](https://linksys.happyfox.com/staff/ticket/131029/) | 2026-05-27 13:15:44+00:00 | 2.30 | INBOUND | MX6200 | SETUP | Settings were eventually saved after an in-app update and system restart, but no formal resolution or follow-up was documented. | | [#LTS00131063](https://linksys.happyfox.com/staff/ticket/131063/) | 2026-05-27 17:40:10+00:00 | 3.20 | INBOUND | WHW03 | CONNECTIVITY | Power-cycle completed; parent node appeared online (solid green); customer instructed to reconnect child nodes one at a time and call back if any remain offline. | | [#LTS00131073](https://linksys.happyfox.com/staff/ticket/131073/) | 2026-05-27 18:13:04+00:00 | 1.10 | INBOUND | EA8300 | ACCESS | Agent promised to email additional troubleshooting steps; no concrete self-help path or KB article provided. Customer may call back if issue persists. | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-27 19:59:43+00:00 | 3.00 | INBOUND | EA9300 | SETUP | Agent will resend the proof of purchase email; customer to forward proof and call back for warranty validation. | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 21:00:09+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | Wi-Fi SSID/password changed; devices reconnected; issue resolved. | | [#LTS00058823](https://linksys.happyfox.com/staff/ticket/58823/) | 2026-05-28 01:09:14+00:00 | 1.50 | INBOUND | MBE7000 | CONNECTIVITY | No resolution; call ended without assistance. | | [#LTS00131029](https://linksys.happyfox.com/staff/ticket/131029/) | 2026-05-28 12:50:24+00:00 | 1.50 | INBOUND | MX6200 | SETUP | not_applicable | | [#LTS00131213](https://linksys.happyfox.com/staff/ticket/131213/) | 2026-05-28 13:11:50+00:00 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | Customer to follow the user guide and reconfigure the router; agent will send the guide via email. | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 13:27:47+00:00 | 3.00 | INBOUND | E1200 | CONNECTIVITY | Advised customer to purchase a newer mesh router (MX2000 or MR7350) without troubleshooting or providing KB-based guidance for the existing router. | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 13:45:05+00:00 | 2.00 | INBOUND | E1200 | CONNECTIVITY | Provided incorrect product names and no actionable purchase guidance; no follow-up arranged. | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 14:27:46+00:00 | 1.80 | INBOUND | EA7300 | CONNECTIVITY | Customer advised to power-cycle modem and router; email with detailed steps promised; directed to incorrect URL (www.support.linksystem.com). | | [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) | 2026-05-28 15:05:57+00:00 | 1.40 | INBOUND | EA6350 | CONNECTIVITY | Advised customer to purchase a new router; no troubleshooting or self-help resources provided. | | [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) | 2026-05-28 15:50:25+00:00 | 3.00 | INBOUND | — | CONNECTIVITY | Customer decided to call back later; no technical steps or resources were provided. | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 16:05:56+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Customer will set up the MX6200 as the main router via the Linksys app/web UI and then add the existing Velop nodes as extenders. | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 16:35:15+00:00 | 1.80 | OUTBOUND | MX6200 | SETUP | Agent promised to email instructions but did not confirm resolution or schedule follow-up. Customer left without validated fix. | | [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) | 2026-05-28 17:33:45+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | No resolution achieved. Call ended with agent unresponsive. Recommend proper Ethernet backhaul setup: connect node via Ethernet, perform 10-15 second factory reset, re-add via admin UI (http://192.168.1.1 or http://myrouter.local). | | [#LTS00128358](https://linksys.happyfox.com/staff/ticket/128358/) | 2026-05-28 17:42:18+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | None – call ended without guidance. | | [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) | 2026-05-28 17:48:35+00:00 | 3.00 | OUTBOUND | MX6200 | CONNECTIVITY | Customer to monitor signal; no follow-up scheduled. | | [#LTS00131285](https://linksys.happyfox.com/staff/ticket/131285/) | 2026-05-28 18:04:50+00:00 | 1.40 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | No confirmed resolution; agent suggested a router reset but did not verify outcome. | | [#GI00131287](https://linksys.happyfox.com/staff/ticket/131287/) | 2026-05-28 18:34:30+00:00 | 4.20 | INBOUND | ARCHERC7 | Device Setup | Customer was redirected to TP-Link support as the router is not a Linksys product. | | [#LTS00122080](https://linksys.happyfox.com/staff/ticket/122080/) | 2026-05-28 18:40:10+00:00 | 3.00 | INBOUND | MX4200 | SETUP | Email with step‑by‑step configuration guide sent; customer accepted. | | [#LTS00131289](https://linksys.happyfox.com/staff/ticket/131289/) | 2026-05-28 18:49:34+00:00 | 3.00 | INBOUND | EA8300 | CONFIGURATION | Advised to change security mode to WPA2/WPA mixed and consider upgrading to a WPA3-capable router. No confirmation that the privacy warning was resolved. No follow-up path established. | | [#LTS00131312](https://linksys.happyfox.com/staff/ticket/131312/) | 2026-05-28 20:23:19+00:00 | 1.70 | INBOUND | VLP01 | SETUP | Agent promised to email a guide with reset and 5-press instructions, but no valid technical path was established during the call. | | [#LTS00131321](https://linksys.happyfox.com/staff/ticket/131321/) | 2026-05-28 21:10:38+00:00 | 1.60 | INBOUND | VLP01 | SETUP | Agent will email generic reset/re‑configure instructions and recommend purchasing a newer Linksys mesh system. | | [#LTS00131408](https://linksys.happyfox.com/staff/ticket/131408/) | 2026-05-29 15:00:58+00:00 | 3.00 | INBOUND | WUSB6100M | SETUP | Send driver download link via email; customer may consider paid support if needed. | | [#LTS00131417](https://linksys.happyfox.com/staff/ticket/131417/) | 2026-05-29 15:44:31+00:00 | 1.80 | INBOUND | WHW03 | SETUP | All three nodes are now online with good signal. Advise customer to monitor performance, maintain recommended node distance, and ensure correct topology (modem → parent → switch). | | [#LTS00131417](https://linksys.happyfox.com/staff/ticket/131417/) | 2026-05-29 16:33:10+00:00 | 1.30 | OUTBOUND | WHW03 | SETUP | No resolution achieved. Call ended without verification or next step. | | [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) | 2026-05-29 16:35:59+00:00 | 1.80 | INBOUND | MX5500 | SETUP | Agent will email the customer requesting proof of purchase; after receipt, a paid‑support session may be scheduled. | | [#LTS00131442](https://linksys.happyfox.com/staff/ticket/131442/) | 2026-05-29 17:10:51+00:00 | 1.20 | INBOUND | E1000 | CONNECTIVITY | Recommend purchasing a new router; no troubleshooting or self-help resources provided. | | [#LTS00072174](https://linksys.happyfox.com/staff/ticket/72174/) | 2026-05-29 17:24:56+00:00 | 1.70 | INBOUND | MX2000 | CONNECTIVITY | Agent promised to send an email with troubleshooting steps, but no content was specified, email was misheard, and no technical resolution was achieved. | | [#LTS00131457](https://linksys.happyfox.com/staff/ticket/131457/) | 2026-05-29 18:01:24+00:00 | 3.00 | INBOUND | EA7300 | CONNECTIVITY | Recommend purchasing a newer Linksys mesh router (e.g., MX6200) to obtain WPA3 support. | | [#LTS00031564](https://linksys.happyfox.com/staff/ticket/31564/) | 2026-05-29 18:35:18+00:00 | 1.50 | INBOUND | MR2000 | CONNECTIVITY | Agent promised to send email with generic troubleshooting steps, but no specific actions were discussed or confirmed. No follow-up scheduled. | | [#LTS00131470](https://linksys.happyfox.com/staff/ticket/131470/) | 2026-05-29 18:56:20+00:00 | 3.00 | INBOUND | EA8100 | ACCESS | Customer declined paid support and decided to replace the router. | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-29 19:12:25+00:00 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Agent will email the customer a step-by-step guide to re-setup the router. | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 19:25:59+00:00 | 1.40 | INBOUND | WHW03 | SETUP | No resolution; paid support was offered but payment could not be processed. Customer was not given any DIY steps. | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 19:43:03+00:00 | 1.50 | INBOUND | WHW03 | SETUP | No resolution provided. Call ended without alternative payment options or follow-up plan. | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 21:37:45+00:00 | 1.40 | INBOUND | EA8300 | ACCESS | Informed customer the device is out of warranty and implied no support is available; no troubleshooting or next steps offered. | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 22:04:22+00:00 | 1.80 | INBOUND | EA8300 | ACCESS | Agent advised another reset and browser change; no confirmation of success or escalation path provided. |