# gerlie.miguello@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 | | --- | --- | --- | --- | --- | --- | | 27 | 19m 6s | MBE7000 | CONNECTIVITY | 27 | 4 | ## Work Mix Lens - Frontline-heavy week: 30 LTS queue calls vs 4 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 | 1.96 | 27 | | Protocol | 1.74 | 27 | | Communication | 2.11 | 27 | | Overall | 2.07 | 27 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MBE | 4 | 39m 12s | 2.40 | 1.75 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time | | WHW | 5 | 32m 40s | 2.18 | 1.20 | 1.60 | 2.20 | Outlier: 2.2x weekly median handle time | | MX | 6 | 26m 16s | 2.92 | 3.00 | 2.25 | 2.50 | Outlier: 1.7x weekly median handle time | | SPN | 6 | 22m 36s | 1.37 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time | | MR | 1 | 15m 1s | 1.10 | 1.00 | 1.00 | 2.00 | | | E | 5 | 14m 52s | 2.24 | 3.00 | 1.40 | 1.80 | | | EA | 6 | 14m 38s | 2.22 | 2.00 | 2.00 | 2.50 | | | RE | 1 | 10m 42s | 3.00 | 3.00 | 2.00 | 2.00 | | | OTHER | 1 | 9m 49s | 3.00 | 2.00 | 2.00 | 2.00 | | **Key Observations** - MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time. - WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 22m 10s | 1.99 | 1.87 | 1.67 | 2.13 | ✓ | | SETUP | 4 | 31m 59s | 2.20 | 2.00 | 1.75 | 2.00 | | | ACCESS | 3 | 17m 49s | 1.57 | 1.00 | 1.33 | 2.00 | ✓ | | CONFIGURATION | 2 | 10m 50s | 2.25 | 2.50 | 2.50 | 2.50 | | ## Week-over-Week Movement - Overall moved down 0.39 vs. last week. - Accuracy moved down 0.32 vs. last week. - Average handle time moved down by 1m 54s. - Family swing: EA handle time moved down by 14m 45s vs. last week. - Family swing: WHW handle time moved down by 9m 57s vs. last week. - Family swing: E handle time moved up by 7m 58s vs. last week. ## What Went Well 1. **Accurate model identification and compatibility guidance** > *"MX6202 is compatible as both parent and child within the MX6200 series; MX6201 is ideal for single-node kits."* [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) — Clear product knowledge prevented customer from purchasing incompatible hardware. 2. **Effective troubleshooting and resolution confirmation** > *"Moved the MX6200 child node close to the parent, performed a 15-second reset, and re-paired via the app. Signal strength improved to -57 dBm with solid white LED."* [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) — Structured mesh recovery restored connectivity. 3. **Proactive self-help pathways** Agent consistently offered KB articles, reset guides, and callback options even for out-of-warranty devices, empowering customers to resolve issues independently where possible. --- ## Growth Opportunities 1. **Correct reset procedures and LED interpretations** > *"Held the reset button for 15 seconds and expected a solid purple LED."* [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) — SPNMX55GC requires a **10-second reset** and shows **solid blue/white** when ready. **Next step**: Use KB-guaranteed reset durations and LED definitions for all device families. 2. **Verify product model and warranty status before troubleshooting** > *"Assumed the device was an MX2000 without confirming the serial number."* [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Missing model/warranty checks led to generic guidance. **Next step**: Always collect serial number, model, and warranty status upfront to tailor diagnostics. --- ## Next Week's Focus 1. **Standardize reset procedures**: Memorize model-specific reset durations (e.g., 10s for SPN/MX, 15s for MBE) and validate LED states against KB. 2. **Implement a warranty/model checklist**: Add serial number, model, and warranty status capture to the opening script for every call. 3. **Improve closure hygiene**: Confirm resolution outcomes (e.g., “Can you see the Wi-Fi network now?”) before ending calls to reduce unresolved cases. 4. **Prioritize CONNECTIVITY cases**: Dedicate time to mastering WAN/dhcp/ISP handoff checks for the top problem category. --- ## Technical Accuracy ### **Improvement** - **Incorrect reset/LED guidance for SPNMX55GC** > *“Hold reset for 15 seconds and wait for solid purple.”* **Note**: SPNMX55GC requires a **10-second reset**; ready state is **solid blue/white**, not purple. This mismatch left the access issue unresolved. [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) ### **Improvement** - **Misidentified MX2000 model and unsafe firmware instructions** **Note**: Provided “join.zuho.com” URL and “admin/admin” credentials for MBE7000 flashing—violates security policy and KB guidelines. [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) ### **Strength** - **Accurate MX6200 mesh recovery** **Note**: Guided 15-second reset, app re-pairing, and confirmed -57 dBm signal with solid white LED—full alignment with KB. [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) — Resolved by Level 2 - **What L1 saw**: No internet connection on MR20EC; customer wanted paid support but payment failed. - **Why it escalated**: Payment processing failed; L1 could not proceed with paid support. - **Related call chain**: Single call—customer initiated and L1 attempted paid support. - **What L2 did**: Processed callback, attempted contact, left message, and resolved case after customer did not respond. - **Current state**: Resolved. - **L1 learning points**: 1. Verify payment method before offering paid support. 2. Offer self-help paths (e.g., KB articles) when payment fails. 3. Document payment failure clearly in case notes. ### [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) — Resolved by Level 2 - **What L1 saw**: Child node lost connection on WHW03; L1 escalated after threshold. - **Why it escalated**: Call reached escalation threshold. - **Related call chain**: Single call—customer initiated and L1 escalated. - **What L2 did**: Claimed ticket, processed callbacks, left messages, and resolved after customer did not respond. - **Current state**: Resolved. - **L1 learning points**: 1. Use structured troubleshooting before escalating (e.g., reset, move node closer). 2. Document all steps taken before escalation. 3. Offer self-help options to avoid escalation when possible. ### [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) — Resolved by Level 2 - **What L1 saw**: Cannot access UI on SPNMX42CF; advised ISP support. - **Why it escalated**: L1 could not resolve UI access issue. - **Related call chain**: Single call—customer initiated and L1 escalated. - **What L2 did**: No L2 resolution steps available in snapshot. - **Current state**: Resolved. - **L1 learning points**: 1. Verify model and firmware before advising ISP. 2. Try basic UI access troubleshooting (clear cache, different browser). 3. Document all attempts before escalating. ### [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Resolved by Level 2 - **What L1 saw**: Unable to add MX2000 node; solid red LED. - **Why it escalated**: L1 could not add node after threshold. - **Related call chain**: Multiple calls—customer called, L1 escalated, L2 callback scheduled. - **What L2 did**: Claimed case, processed callback, spoke to customer who was not home, resolved. - **Current state**: Resolved. - **L1 learning points**: 1. Confirm node is in setup mode before adding. 2. Use 5-press pairing for MX series nodes. 3. Document LED states and troubleshooting steps before escalation. --- ## Coach Appendix - **Highest-signal weekly trend**: Lower accuracy scores driven by inconsistent model identification and warranty verification. - **Recurring pattern**: Missing model/warranty checks before troubleshooting led to generic guidance and unresolved cases. - **Evidence**: Calls [#TE00131428], [#LTS00131196], and [#TE00130750] all lacked serial number collection or warranty lookup before escalation. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 13:54:18+00:00 | 3.00 | INBOUND | E9450 | SETUP | Agent stated they would send an email but provided no details, resolution, or actionable next steps. | | [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 14:12:03+00:00 | 2.50 | OUTBOUND | E9450 | SETUP | Agent will email a generic setup guide and ticket number; customer must provide proof of purchase before any further troubleshooting. | | [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/) | 2026-05-25 15:53:44+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Offered paid support; no technical fix confirmed and no self-help provided. | | [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) | 2026-05-25 16:42:38+00:00 | 1.10 | INBOUND | MR20EC | CONNECTIVITY | Offered a callback for paid technical support after failed payment; no immediate fix or self‑help path provided. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-25 16:52:47+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Network restored temporarily; customer instructed to monitor, send logs if problem recurs, and possibly repeat node swap. | | [#LTS00128999](https://linksys.happyfox.com/staff/ticket/128999/) | 2026-05-25 17:23:34+00:00 | 1.50 | INBOUND | EA6100 | CONNECTIVITY | Customer instructed to reconfigure entire network with Linksys as main router — advice that is not aligned with product capabilities or KB. | | [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) | 2026-05-26 09:10:59+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Escalated to Level-2 support; customer will be contacted within 24–48 hours. | | [#LTS00130848](https://linksys.happyfox.com/staff/ticket/130848/) | 2026-05-26 12:52:28+00:00 | 1.90 | INBOUND | WHW03 | CONNECTIVITY | Agent will email model numbers and Amazon links; customer plans to purchase and may call back for setup assistance. | | [#LTS00130853](https://linksys.happyfox.com/staff/ticket/130853/) | 2026-05-26 13:06:57+00:00 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | Agent will email the RE6300 setup guide; customer will attempt setup independently. | | [#LTS00130867](https://linksys.happyfox.com/staff/ticket/130867/) | 2026-05-26 14:10:11+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Customer to attempt self-help steps; email with detailed guide promised. No verification of success. | | [#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/) | 2026-05-26 14:54:37+00:00 | 1.00 | INBOUND | E1200 | CONNECTIVITY | Agent promised to email a setup guide to a misrecorded email address; no troubleshooting performed, no fix confirmed. | | [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 15:24:22+00:00 | 3.50 | INBOUND | EA7450 | CONFIGURATION | Agent will email a Linksys support article that explains how to create separate 2.4 GHz and 5 GHz SSIDs; paid‑support option offered if further assistance is needed. | | [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 15:54:24+00:00 | 1.50 | INBOUND | EA7450 | CONFIGURATION | No technical resolution achieved; no concrete next step was set. | | [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) | 2026-05-27 10:03:27+00:00 | 1.80 | INBOUND | SPNMX42CF | ACCESS | Advised customer to contact Community Fiber technical support for firmware update or replacement. | | [#LTS00131028](https://linksys.happyfox.com/staff/ticket/131028/) | 2026-05-27 13:08:37+00:00 | 3.00 | INBOUND | VLP01 | CONNECTIVITY | Reset the second node, bring it close to the primary node, and re-add it using the Linksys app; guide to be emailed. | | [#LTS00131055](https://linksys.happyfox.com/staff/ticket/131055/) | 2026-05-27 16:35:14+00:00 | 2.00 | INBOUND | EA9300 | CONNECTIVITY | Advised customer that WAN port appears defective and to use ISP-provided router; no further action taken. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 16:58:40+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Escalated to higher-tier technical team; customer instructed to keep the network unchanged and await callback. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 22:30:27+00:00 | 1.80 | OUTBOUND | MBE7000 | SETUP | Scheduled a follow-up call for further analysis of logs and mesh behavior. | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 09:59:10+00:00 | 1.10 | INBOUND | SPNMX55GC | ACCESS | Agent created a ticket and promised a callback; no technical resolution or valid self-help provided. | | [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) | 2026-05-28 13:05:17+00:00 | 4.30 | INBOUND | MX6200 | CONNECTIVITY | Node successfully re-paired and operational; no further steps needed. | | [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/) | 2026-05-28 13:47:16+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Agent sent a generic setup guide and advised customer to try using another node as parent; no functional fix confirmed or validated. | | [#LTS00131231](https://linksys.happyfox.com/staff/ticket/131231/) | 2026-05-28 14:21:24+00:00 | — | INBOUND | MX2000 | CONNECTIVITY | — | | [#LTS00131231](https://linksys.happyfox.com/staff/ticket/131231/) | 2026-05-28 15:04:22+00:00 | — | OUTBOUND | MX2000 | CONNECTIVITY | — | | [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) | 2026-05-28 16:01:55+00:00 | 4.40 | INBOUND | MX6202 | GENERAL INQUIRY | Customer will order the appropriate MX6202 (or MX6201) unit. | | [#LTS00131265](https://linksys.happyfox.com/staff/ticket/131265/) | 2026-05-28 16:56:50+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Offered paid troubleshooting or a free emailed guide; customer declined both. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-29 00:03:48+00:00 | 1.80 | OUTBOUND | MBE7000 | SETUP | Scheduled a callback for further troubleshooting and asked the customer to send additional network logs if the problem recurs. | | [#LTS00131382](https://linksys.happyfox.com/staff/ticket/131382/) | 2026-05-29 10:01:19+00:00 | 1.80 | INBOUND | SPNMX55GC | ACCESS | Admin password reset completed; node reset performed; customer to wait for node to be added via the app (4–6 minutes). No final confirmation obtained. | | [#LTS00131386](https://linksys.happyfox.com/staff/ticket/131386/) | 2026-05-29 11:40:53+00:00 | 1.10 | INBOUND | SPNMX57CF | ACCESS | Customer advised to contact undefined 'Customer Service' without a specific path, KB article, or self-help resource provided. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 13:45:58+00:00 | 1.30 | INBOUND | SPNMX56HF | SETUP | Agent told customer to finish setup in app, move node to desired location, and wait 2–3 minutes for steady blue light. No verification of successful mesh integration was performed. | | [#LTS00131400](https://linksys.happyfox.com/staff/ticket/131400/) | 2026-05-29 14:05:55+00:00 | 1.80 | INBOUND | EA6350 | CONNECTIVITY | Advised customer to purchase a new Wi-Fi 6 router from retail stores without offering troubleshooting or self-help options. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 14:22:28+00:00 | 1.10 | INBOUND | SPNMX56HF | SETUP | No resolution provided. Issue remains open. Further diagnostics required: verify node Ethernet port speed, check backhaul configuration, confirm firmware version, and test with known-good cable. | | [#LTS00131405](https://linksys.happyfox.com/staff/ticket/131405/) | 2026-05-29 14:33:02+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Recommend upgrade to a Wi-Fi 6 router (Linksys MX series) and arrange a callback for setup assistance. | | [#LTS00131407](https://linksys.happyfox.com/staff/ticket/131407/) | 2026-05-29 14:50:58+00:00 | 1.90 | INBOUND | E9450 | ACCESS | Provided default credentials; suggested paid support for reconfiguration; no further action taken. Router remains non-functional. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:04:49+00:00 | 1.60 | INBOUND | MX2000 | CONNECTIVITY | Callback scheduled; customer advised to have Spectrum reboot the modem and to try again later. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:45:23+00:00 | 1.40 | OUTBOUND | MX2000 | CONNECTIVITY | Escalated to second‑level support and promised to email a detailed setup guide. |