# eppie.lagumbay@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 | | --- | --- | --- | --- | --- | --- | | 18 | 26m 33s | WHW03 | CONNECTIVITY | 18 | 1 | ## Work Mix Lens - Frontline-heavy week: 18 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 | 2.00 | 18 | | Protocol | 1.80 | 18 | | Communication | 2.30 | 18 | | Overall | 2.20 | 18 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 4 | 34m 10s | 2.80 | 2.75 | 2.25 | 2.50 | | | MR | 4 | 32m 31s | 2.65 | 2.00 | 1.25 | 2.25 | | | WHW | 3 | 28m 11s | 2.93 | 3.00 | 2.33 | 2.33 | | | EA | 2 | 24m 18s | 1.85 | 1.50 | 1.50 | 2.00 | | | RE | 3 | 12m 55s | 1.07 | 1.00 | 1.00 | 1.67 | | | WRT | 1 | 10m 36s | 1.40 | 1.00 | 2.00 | 2.00 | | | OTHER | 4 | 8m 38s | 1.68 | 1.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 34m 10s. - MR is one of the slowest families at 32m 31s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 7 | 24m 10s | 2.10 | 2.10 | 1.90 | 2.30 | ✓ | | ACCESS | 5 | 23m 13s | 1.70 | 1.40 | 1.60 | 2.20 | ✓ | | SETUP | 5 | 19m 0s | 1.90 | 2.00 | 1.60 | 2.20 | ✓ | ## Week-over-Week Movement - Overall moved down 0.26 vs. last week. - Accuracy moved down 0.53 vs. last week. - Average handle time moved up by 1m 18s. - Family swing: EA handle time moved up by 11m 51s vs. last week. - Family swing: OTHER handle time moved down by 7m 14s vs. last week. - Family swing: MX handle time moved up by 6m 24s vs. last week. ## What Went Well 1. **Effective mesh node recovery** > *"Performed 5‑press pairing on the parent MX2000 router, waited for node to reach solid blue and verified online status in the app."* [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) 2. **Accurate warranty verification** > *"Collected serial number 20J10C69906414, confirmed warranty status via system lookup, and communicated clear support eligibility."* [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) --- ## Growth Opportunities 1. **Technical accuracy in troubleshooting guidance** > *"Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices and used the 5-press pairing method, which is not applicable to Velop mesh systems."* [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) *Next step*: Always verify reset durations and pairing methods against KB before instructing customers. 2. **Protocol adherence and case documentation** > *"Accepted payment for remote configuration without confirming customer ability to complete setup on their device, then provided unsupported manual IP/DNS setup instructions."* [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) *Next step*: Create a HappyFox case for every technical support request and document all actions taken. --- ## Next Week's Focus - **Verify reset/procedure durations** against KB *before* instructing customers (e.g., 10s vs. 20s resets). - **Confirm customer environment** (e.g., ability to use laptop/iPad) *before* offering paid support or complex configurations. - **Create a case** for every technical interaction to ensure continuity and accountability. - **Revisit CONNECTIVITY troubleshooting** – add modem status checks and LED validation to standard flows. --- ## Technical Accuracy **Improvement** > *"Provided incorrect reset duration (20 seconds) and incorrect 5-press pairing method for Velop mesh systems, leading to prolonged troubleshooting and escalation."* [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) *Note*: Velop requires 10-second resets and auto-pairing; 5-press method applies only to LN/MBE/Cognitive Mesh families. **Improvement** > *"Accepted payment for remote configuration without confirming customer ability to complete setup on their device, then provided unsupported manual IP/DNS setup instructions."* [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) *Note*: EA series uses DHCP by default; manual IP/DNS setup is unnecessary and unsupported via phone. --- ## Coaching Moments **Strength** > *"Accurately identified the MX2000 model and confirmed warranty coverage before proceeding with troubleshooting."* [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) *Note*: Model/serial verification prevents misdirected support and builds trust. **Improvement** > *"Provided incorrect URLs (support.links.com, support.link-sys.com) and failed to verify router model before proceeding with setup guidance."* [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) *Note*: Always use official Linksys URLs (support.linksys.com) and confirm product model with the customer. --- ## Escalation Lessons: What L2 Did ### [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) — Resolved by Level 2 - **What L1 saw**: Admin-login error (error 2298) on Velop mesh after incorrect reset/pairing attempts. - **Why it escalated**: L1 provided invalid technical instructions (reset duration, pairing method, HTTPS access) and could not resolve the core issue. - **What L2 did**: - Validated correct 10-second reset procedure for Velop. - Used vendor-specific diagnostic tools to isolate the admin-password corruption. - Reflashed firmware to resolve the error 2298 and restored Wi‑Fi name/password functionality. - **Current state**: Resolved – customer can now access admin UI and manage mesh settings. - **L1 learning points**: 1. Always use 10-second resets for Velop devices (KB: velop_router_reset.md). 2. Avoid 5-press pairing on Velop – it’s reserved for LN/MBE families. 3. Differentiate between router admin password and Wi‑Fi password during troubleshooting. --- ## Coach Appendix - **Top trend**: Technical inaccuracies (reset durations, pairing methods, URLs) caused 4 of 5 unresolved calls. Focus on KB verification before customer guidance. - **Recurring pattern**: Protocol gaps – 3 calls lacked HappyFox case documentation despite technical support requests. Reinforce case creation as a mandatory first step. - **Key evidence**: Calls [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/), [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/), and [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) highlight gaps in accuracy and process adherence. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 20:18:46+00:00 | 1.80 | INBOUND | — | ACCESS | Escalated to Level-2 technical support for further investigation of the admin-login error (error 2298). | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 00:05:41+00:00 | 1.80 | INBOUND | EA7430 | CONNECTIVITY | Customer advised to complete configuration using a laptop/iPad; ticket created for follow-up. | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 02:25:44+00:00 | 1.40 | INBOUND | WRT54G | SETUP | Directed customer to incorrect support websites (support-links.com, support.link-sys.com) and advised to use AI tool; no troubleshooting or valid self-help path provided. | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 20:53:43+00:00 | 3.40 | INBOUND | MX2000 | CONNECTIVITY | Node is now connected; customer can relocate it. | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 22:09:00+00:00 | 3.00 | INBOUND | MR8300 | SETUP | Agent required receipt for support; no troubleshooting performed. Customer chose to return device. | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 22:39:52+00:00 | 1.40 | INBOUND | VLP01 | ACCESS | Offered a knowledge-base article; no functional password-reset solution provided. | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 23:35:03+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Customer to verify landlord's modem stability and call back if issue persists. | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 23:51:47+00:00 | 3.00 | INBOUND | MR7350 | CONNECTIVITY | Agent promised to email a request for the receipt and call back, but no technical steps were taken and no case was created. | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 23:59:04+00:00 | 3.00 | OUTBOUND | MR7350 | CONNECTIVITY | Router reset and reconfigured with new SSIDs. Customer to reconnect devices. Camera connectivity not verified. Customer instructed to submit receipt for warranty validation. | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 01:29:37+00:00 | 1.10 | INBOUND | RE7000 | ACCESS | Offered paid support; no technical fix or valid self-help path provided. | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 01:41:57+00:00 | 1.60 | INBOUND | MR7350 | ACCESS | Customer to perform factory reset (with incorrect procedure) and attempt login via myrouter.local or 192.168.1.1. | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 02:05:25+00:00 | 1.90 | INBOUND | EA8300 | ACCESS | Advised factory reset and local login; no confirmation of success or follow-up path established. | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 21:16:30+00:00 | 3.00 | INBOUND | MX8500 | SETUP | No technical resolution applied. Agent agreed to forward customer feedback about the discontinued Smart Wi-Fi website to internal teams. | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 21:36:26+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Agent did not provide any next steps; recommend follow‑up with proper reset and re‑configuration guidance. | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 21:51:06+00:00 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | Visit support.linksys.com for self-help articles (no specific guidance provided). | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 22:24:05+00:00 | 3.00 | INBOUND | VLP01 | CONNECTIVITY | Customer to use support.linksys.com and AI tool for self-service setup of VLP01. | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 22:24:48+00:00 | 1.00 | OUTBOUND | VLP01 | CONNECTIVITY | not_applicable | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 22:34:18+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Customer to try extended reset or await emailed setup guide; may consider replacement or paid support. | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 00:09:52+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Corrected Ethernet connection from modem to proper WAN port on parent node; network is now functional. | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 00:27:11+00:00 | 1.00 | INBOUND | RE6250 | SETUP | None; call ended without resolution or next steps. | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 01:35:35+00:00 | 1.10 | INBOUND | RE6250 | SETUP | No correct setup guidance was given. Agent suggested possible hardware failure and offered paid support without exhausting free troubleshooting options. | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-29 23:24:55+00:00 | 1.80 | INBOUND | MX8500 | SETUP | Escalated to advanced team; callback scheduled for Monday 5:00 p.m. ET. |