# dorothybelle.oraiz@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 | | --- | --- | --- | --- | --- | --- | | 22 | 21m 26s | WHW03 | CONNECTIVITY | 22 | 1 | ## Work Mix Lens - Frontline-heavy week: 25 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 | 2.60 | 22 | | Protocol | 1.70 | 22 | | Communication | 2.10 | 22 | | Overall | 2.40 | 22 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 7 | 49m 40s | 2.27 | 2.57 | 1.57 | 1.86 | Outlier: 2.7x weekly median handle time | | WHW | 6 | 36m 30s | 3.00 | 2.00 | 1.83 | 2.50 | Outlier: 2.0x weekly median handle time | | MBE | 1 | 21m 47s | 2.80 | 2.00 | 2.00 | 2.00 | | | MR | 4 | 14m 38s | 1.70 | 1.50 | 1.25 | 2.00 | | | E | 2 | 7m 30s | 2.25 | 3.00 | 1.50 | 2.00 | | | EA | 6 | 6m 30s | 2.55 | 3.50 | 1.83 | 1.83 | | **Key Observations** - MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time. - WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 27m 0s | 2.30 | 2.30 | 1.60 | 2.10 | ✓ | | SETUP | 7 | 20m 29s | 2.30 | 2.70 | 1.90 | 2.00 | ✓ | | ACCESS | 2 | 78m 7s | 1.30 | 1.00 | 1.50 | 2.00 | ✓ | ## Week-over-Week Movement - Protocol moved down 0.17 vs. last week. - Average handle time moved up by 11m 40s. - Family swing: WHW handle time moved up by 24m 44s vs. last week. - Family swing: MR handle time moved up by 5m 25s vs. last week. - Family swing: EA handle time moved down by 3m 37s vs. last week. ## What Went Well > **Accurate model identification and LED interpretation** > Agent correctly identified MX4200 and interpreted solid blue LEDs as normal operation. > [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) > **Professional tone and closure hygiene** > Maintained polite tone and provided clear next steps (emailing setup instructions) despite unresolved issues. > [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) --- ## Growth Opportunities > **Correct reset and pairing procedures for Velop (WHW/MX) models** > *What better looks like*: Use 10-second reset (not 20) and avoid 5-press pairing; verify model before instructions. > [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) | [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) > **Verify warranty status before paid support offers** > *What better looks like*: Confirm eligibility via serial number lookup before charging; provide free self-help paths first. > [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/) | [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) --- ## Next Week's Focus 1. **Confirm product model and warranty status** before any troubleshooting or paid support offer. 2. **Use model-specific reset durations**: 10s for Velop (WHW/MX), 20s only for MR/E-series. 3. **Avoid 5-press pairing** on WHW/MX/MR devices; use app/web UI for setup. 4. **Validate LED states against KB** before concluding resolutions (e.g., solid white = connected). --- ## Technical Accuracy **Improvement** Agent used 5-press pairing method on MBE7000, contradicted by KB for Velop nodes. [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) **Improvement** Incorrect reset duration (20s vs KB-recommended 10–15s) for WHW03. [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) **Improvement** Misstated solid green LED as connected (KB: solid white = connected for Velop). [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) **Strength** Guided successful reset and re-pairing of Velop nodes to solid white LEDs. [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) --- ## Coaching Moments **Improvement** Provided incorrect pairing method for MX8500 (not supported). > "Status: Callback -> Resolved" [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) **Improvement** Incorrect registration URL 'register.Linxies.com' (phishing risk). > "Please register at register.Linxies.com" [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) --- ## Escalation Lessons: What L2 Did ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 - **What L1 saw**: Customer unable to access website via MX4200 mesh; works via ISP router. - **Why it escalated**: Intermittent hangs/slow loads and access issues unresolved by L1. - **What L2 did**: 1. Verified WAN cable and modem connectivity. 2. Performed 10s factory reset (correct duration). 3. Guided app-based re-pairing and SSID/password reconfiguration. 4. Validated solid blue LEDs and functional internet access. - **Current state**: Resolved. - **L1 learning points**: 1. Use 10s reset for Velop; avoid 5-press pairing. 2. Test internet access post-reset before closing. 3. Document WAN status and LED states in case notes. --- ## Coach Appendix - **Top trend**: Inconsistent reset/pairing procedures for Velop models driving prolonged handle times and unresolved issues. - **Recurring pattern**: Premature paid support offers without basic troubleshooting or warranty verification. - **Key evidence**: 4 calls with incorrect 5-press pairing/reset durations; 3 calls with unpaid support pushes before diagnostics. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00107115](https://linksys.happyfox.com/staff/ticket/107115/) | 2026-05-25 16:53:27+00:00 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | Agent advised customer to contact Roku support due to device being third-party; no further Linksys troubleshooting or self-help path offered. | | [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) | 2026-05-25 21:25:55+00:00 | 2.80 | INBOUND | MBE7000 | CONNECTIVITY | Nodes are now solid white and functioning; customer advised to return them to original locations and monitor for stability. | | [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/) | 2026-05-25 23:16:53+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Wi-Fi restored for most devices; thermostat still needs a hard reset or manufacturer assistance. | | [#LTS00130802](https://linksys.happyfox.com/staff/ticket/130802/) | 2026-05-26 00:17:23+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Internet restored; mesh network operational. | | [#LTS00130966](https://linksys.happyfox.com/staff/ticket/130966/) | 2026-05-26 21:42:33+00:00 | 3.00 | INBOUND | E5400 | CONNECTIVITY | Offered paid‑support due to out‑of‑warranty status; customer declined. | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-26 22:00:59+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Agent will email the customer a link to the appropriate setup guide. | | [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) | 2026-05-27 13:35:06+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Node added successfully; customer can place it in its intended location. Follow-up recommended to verify functional connectivity. | | [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 22:35:00+00:00 | 1.00 | INBOUND | EA6400 | CONNECTIVITY | No actionable steps were provided; agent offered paid support only. | | [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 22:38:31+00:00 | 3.00 | INBOUND | EA6400 | CONNECTIVITY | Agent promised to call back but did not establish a process, timing, or ownership for follow-up. | | [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) | 2026-05-27 22:46:13+00:00 | 3.00 | OUTBOUND | EA6400 | CONNECTIVITY | Request serial number and ask the customer to call back for further assistance. | | [#LTS00131131](https://linksys.happyfox.com/staff/ticket/131131/) | 2026-05-28 00:08:38+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Customer declined paid support; no further action or self-help path provided. | | [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) | 2026-05-28 00:08:54+00:00 | 1.10 | INBOUND | MX8500 | SETUP | No resolution achieved. Customer disconnected without clear next step. Recommend Tier-2 escalation with correct reset procedure (10-second hold) and topology review. | | [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) | 2026-05-28 01:33:51+00:00 | 3.00 | OUTBOUND | MX8500 | SETUP | Router appears online and new SSID/password have been applied; advise customer to verify connectivity on a device. | | [#LTS00131157](https://linksys.happyfox.com/staff/ticket/131157/) | 2026-05-28 02:15:31+00:00 | 3.00 | INBOUND | EA8300 | ACCESS | Agent will email step-by-step instructions for re-adding the router to the Linksys app. No in-call resolution achieved. | | [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) | 2026-05-28 02:36:02+00:00 | 1.60 | INBOUND | MR6350 | SETUP | Agent will email setup instructions and schedule a follow-up call. | | [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) | 2026-05-28 02:53:19+00:00 | 1.10 | INBOUND | MR6350 | SETUP | No technical resolution achieved. Agent only requested receipt submission for warranty processing. Customer still cannot access router UI. Correct default credentials, access method (wired vs wireless), and setup flow must be provided. | | [#LTS00131317](https://linksys.happyfox.com/staff/ticket/131317/) | 2026-05-28 21:06:30+00:00 | 3.00 | INBOUND | WHW01 | SETUP | All nodes reported solid blue; customer instructed to relocate nodes one at a time and verify in app after firmware update completes. | | [#LTS00131339](https://linksys.happyfox.com/staff/ticket/131339/) | 2026-05-28 22:27:45+00:00 | 3.00 | INBOUND | EA9500 | CONNECTIVITY | Agent advised replacing the router. No troubleshooting, escalation, or self-help resources were provided. | | [#LTS00131344](https://linksys.happyfox.com/staff/ticket/131344/) | 2026-05-28 22:40:49+00:00 | 2.30 | INBOUND | EA7500 | ACCESS | Agent promised to email password-retrieval instructions, but no email address was collected. Customer left without a confirmed resolution or actionable alternative. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-28 23:02:10+00:00 | 1.40 | INBOUND | MX4200 | ACCESS | Escalated to Level-2 technician for further analysis. | | [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) | 2026-05-28 23:52:13+00:00 | 1.10 | INBOUND | MR5500 | CONNECTIVITY | not_applicable | | [#LTS00131486](https://linksys.happyfox.com/staff/ticket/131486/) | 2026-05-29 20:48:20+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Agent will email detailed setup instructions; customer may purchase paid support if needed. | | [#LTS00131514](https://linksys.happyfox.com/staff/ticket/131514/) | 2026-05-29 23:22:01+00:00 | 3.40 | INBOUND | MX4200 | SETUP | Mesh network fully operational; Wi‑Fi configured; no further action required. | | [#LTS00131512](https://linksys.happyfox.com/staff/ticket/131512/) | 2026-05-29 23:23:11+00:00 | 3.00 | INBOUND | MX2000 | SETUP | Agent promised to email generic setup instructions; no troubleshooting performed or confirmed fix. | | [#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/) | 2026-05-30 00:18:29+00:00 | 1.50 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email instructions; no troubleshooting completed or validated. | | [#LTS00081622](https://linksys.happyfox.com/staff/ticket/81622/) | 2026-05-30 01:04:21+00:00 | 1.00 | INBOUND | MX2000 | SETUP | No resolution achieved; call ended without a fix. |