girlyjoy.pocot@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
26	13m 13s	WHW03	CONNECTIVITY	26	3

Work Mix Lens

Frontline-heavy week: 26 LTS queue calls vs 3 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	26
Protocol	1.70	26
Communication	2.40	26
Overall	2.20	26

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
LN	1	54m 33s	2.80	2.00	2.00	3.00	Outlier: 2.9x weekly median handle time
MX	6	35m 34s	2.62	3.50	1.83	2.67	Outlier: 1.9x weekly median handle time
E	3	18m 51s	1.93	1.33	1.33	2.33
MR	2	18m 42s	3.20	4.50	2.50	2.50
WHW	9	16m 18s	2.30	2.33	1.56	2.22
SPN	1	6m 58s	3.00	2.00	2.00	2.00
EA	7	6m 27s	2.00	1.86	1.43	2.29

Key Observations

LN is the slowest family at 54m 33s; outlier: 2.9x weekly median handle time.
MX is the slowest family at 35m 34s; outlier: 1.9x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	12	17m 1s	2.10	2.30	1.70	2.30	✓
SETUP	9	13m 31s	2.30	2.70	1.80	2.40
ACCESS	3	10m 30s	2.70	4.00	2.30	2.70
CONFIGURATION	1	13m 47s	2.90	3.00	2.00	3.00

Week-over-Week Movement

Accuracy moved up 0.26 vs. last week.
Communication moved up 0.29 vs. last week.
Average handle time moved up by 3m 08s.
Family swing: MX handle time moved up by 14m 34s vs. last week.
Family swing: E handle time moved up by 12m 54s vs. last week.
Family swing: SPN handle time moved down by 9m 09s vs. last week.

What Went Well

Effective guided setup for mesh systems: Successfully guided customer through separating 2.4 GHz and 5 GHz SSIDs on MX2000 and restoring access via recovery key (Call ID: 25f61aea-5b81-11f1-abdc-42010a62006f).
Clear communication of reset procedures: Provided accurate reset instructions for WHW03 and MX6200, including 5-press pairing method where applicable (Call IDs: c95e8e0a-587b-11f1-a149-42010a623f91, a25170ba-591c-11f1-89a4-42010a623f91).

Growth Opportunities

Incorrect technical guidance on reset procedures: Provided materially incorrect factory reset duration (30 seconds vs. 10–15 seconds) for EA7300 and EA8100, risking incomplete reset (Call IDs: 80b8e19a-5854-11f1-961e-42010a62006f, bb0c6fe8-5934-11f1-8544-42010a62006f).
Failure to collect critical device information: Repeatedly failed to collect product model and serial number in 12 out of 26 calls, violating core support protocol (e.g., Call IDs: 337a4bb4-583e-11f1-a03a-42010a62006f, b9b52846-5908-11f1-9ce4-42010a623f91).

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve accuracy in reset procedures and model-specific guidance
Enforce protocol for collecting model/serial numbers in every call
Reduce premature escalation to paid support without basic troubleshooting

Technical Accuracy

Improvement

Provided factually incorrect support-end date (August 9, 2025) for EA6350, materially misrepresenting Linksys policy (Call ID: 337a4bb4-583e-11f1-a03a-42010a62006f).

Improvement

Incorrectly instructed 30-second factory reset for EA7300 instead of 10–15 seconds, risking incomplete reset (Call ID: 80b8e19a-5854-11f1-961e-42010a62006f).

Improvement

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.

Improvement

Incorrect URL guidance could mislead customer and prevent access to router admin interface.

Improvement

Materially incorrect advice could lead to customer purchasing incompatible hardware.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Escalated to Level 2; callback scheduled.
Level 2 Resolution Steps: [{'timestamp': '2026-05-25 22:26:27', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-25 22:29:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi L2 Team, please assist the customer on this case as it has already exceeded the support threshold and is beyond my shift. All relevant details and troubleshooting steps completed are documented in the ticket. Kindly proceed with further diagnosis and resolution. Thank you. [@Eric Marbella][1] [@Paolo Ebora][2] [@Paulo Real][3] [@Leonisa Bless Esling][4] [@Edgar Ian Mark Catulong][5] [1]: mailto:[REDACTED_EMAIL] [2]: mailto:[REDACTED_EMAIL] [3]: mailto:[REDACTED_EMAIL] [4]: mailto:[REDACTED_EM...'}, {'timestamp': '2026-05-26 04:41:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-26 14:22:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:20 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Routed to VM Call got ended'}, {'timestamp': '2026-05-26 14:25:51', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi Allan Campbell, We would like to inform you that your case has been escalated for further assistance to ensure it is handled appropriately. We have attempted to reach you via callback; however, the calls were routed to voicemail. If you still require assistance, please feel free to contact us using any of the options below: Direct Hotline: 213‑289‑3408 * Online Support: https://support.linksys.com For reference, your ticket number is TE00130787. Please have th...'}, {'timestamp': '2026-05-26 18:09:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Inbound:[REDACTED_PHONE] Time: 01:28am MNL -He has a weak spot —was able to solve it -Recently; he has direct tv and Gemini air (lot of trouble connecting to the network) —- tv has been replace twice -He bought new nodes (refurbished) —- (was provided 800-833, no. of the Life support things) -He searched for our phone no. —-called us and spent over an hour to setup everything -Customer provided his ticket no.: TE00130787 -Verified his account; Allan Campbell -He was able to add 1 node -2 nodes a...'}, {'timestamp': '2026-05-26 18:09:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}]
Current Status: Resolved

— — Resolved

Call Outcome: No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided.
Level 2 Resolution Steps: [{'timestamp': '2026-05-26 18:45:22', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: MX6200_intermittent to no internet connection Model Number: Serial Number: 58W10M2BD04913 Warranty Start Date: Mar 8, 2024 Troubleshooting Steps: (Steps with customer and results) phone #: [REDACTED_PHONE] -Return caller -router is solid red after cx hung up from the previous tech -inform cx that the case will be escalated to L2 for advice TS (based on previous tech notes if the issue persist) -cx wanted to fix the issue right now since she needs the inte...'}, {'timestamp': '2026-05-26 18:45:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advance troubleshooting'}, {'timestamp': '2026-05-26 18:45:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-01 22:26:50', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 00:05:39', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'attached Working Sysinfo.'}, {'timestamp': '2026-06-02 00:08:04', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: TE00023348 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer. I spoke to Michelle informed the reason of calling I mentioned the call back Parent node is connected to the Main p...'}, {'timestamp': '2026-06-02 00:08:10', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

— — Resolved

Call Outcome: Agent instructed customer to perform a factory reset (30-second press) and offered to send email instructions; no verification, no follow-up scheduled, no case created.
Level 2 Resolution Steps: [{'timestamp': '2026-05-26 23:53:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello leads, Escalating this ticket to L2 unresolved PC Issue: Some of the apps not working like wallmat and amazon she can open it but once she tries to search for product it will say no internet but she also mentioned that everything working other than those apps and Roku TV TS: summary: we tried to power cycle it did not work we reset the router 3x still the same issue we tried to download the app but the cx have hardtime navigating phone tools and apps she managed to get in to the app howeve...'}, {'timestamp': '2026-05-26 23:53:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advanced TS'}, {'timestamp': '2026-05-26 23:53:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-27 13:43:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:43 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer No one answer Routed to VM Left a message End call'}, {'timestamp': '2026-05-27 14:18:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 14:24:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:20 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer answer Customer no longer want to do some TS Pacify the customer Still, she doesnt want to do more TS Inform customer instead if she wants to continue the TS just give us a call and look for me Customer understood No other concern Closing spiel'}, {'timestamp': '2026-05-27 14:24:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve accuracy in reset procedures and model-specific guidance; Enforce protocol for collecting model/serial numbers in every call; Reduce premature escalation to paid support without basic troubleshooting

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130714	2026-05-25 13:32:40+00:00	1.70	INBOUND	EA6350	ACCESS	Customer to try uninstall/reinstall the app; no further action taken by agent.
#LTS00130746	2026-05-25 16:12:18+00:00	1.60	INBOUND	EA7300	CONNECTIVITY	Agent refused further support due to warranty status, offered to email setup instructions, and suggested paid support. No resolution achieved.
#LTS00098076	2026-05-25 20:53:30+00:00	3.40	INBOUND	MX6200	CONNECTIVITY	2.4 GHz network restored and child node paired; customer can now connect devices.
#TE00130787	2026-05-25 21:37:52+00:00	1.80	INBOUND	WHW03	SETUP	Escalated to Level 2; callback scheduled.
#LTS00130862	2026-05-26 13:42:23+00:00	1.80	INBOUND	EA8100	CONNECTIVITY	Agent will email setup instructions; customer to perform another factory reset and reconfigure router. No confirmation of resolution or follow-up scheduled.
#LTS00130895	2026-05-26 16:04:54+00:00	3.50	INBOUND	MX6200	CONNECTIVITY	Node LED is solid white; advise to relocate to intended position and verify Wi-Fi connectivity. Recommend follow-up if issues persist.
#LTS00130895	2026-05-26 16:25:12+00:00	1.50	INBOUND	MX6200	CONNECTIVITY	Agent falsely claimed prior agent resolved the issue; no resolution or next step provided.
#LTS00130911	2026-05-26 17:26:02+00:00	1.80	INBOUND	WHW01	SETUP	Agent offered to email generic setup instructions; no live verification of pairing or connectivity performed. Customer left to self-resolve.
#TE00023348	2026-05-26 18:54:18+00:00	1.40	OUTBOUND	MX6200	CONNECTIVITY	No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided.
#LTS00124287	2026-05-26 18:57:23+00:00	1.50	INBOUND	MX5500	CONNECTIVITY	Customer decided to order VLP01 nodes based on agent's incorrect advice.
#TE00130963	2026-05-26 20:46:57+00:00	1.60	INBOUND	EA7430	CONNECTIVITY	Agent instructed customer to perform a factory reset (30-second press) and offered to send email instructions; no verification, no follow-up scheduled, no case created.
#LTS00101153	2026-05-26 21:44:20+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Nodes showed solid blue and new SSID was visible, but connection stability was inconsistent. Customer reported temporary success but signal fluctuations and node reconnection issues. No further escalation or follow-up scheduled.
#LTS00131211	2026-05-28 12:58:08+00:00	3.50	INBOUND	WHW03	ACCESS	Customer will reset the router using the recovery key and then log into the app with the newly created admin password.
#LTS00131215	2026-05-28 13:10:21+00:00	2.80	INBOUND	EA8300	SETUP	Use the local web interface at http://192.168.1.1 to finish router setup. No verification was performed.
#LTS00131217	2026-05-28 13:13:39+00:00	3.40	INBOUND	MR7350	SETUP	Customer will connect to the router’s default Wi-Fi network, access http://myrouter.local in a browser, and follow the on-screen setup wizard. Agent will email additional guidance.
#LTS00131238	2026-05-28 15:04:53+00:00	3.00	INBOUND	E2500	CONNECTIVITY	Agent claimed to send reset instructions via email to unconfirmed address; no verification of fix or next steps established.
#LTS00130463	2026-05-28 16:06:10+00:00	3.00	INBOUND	SPNM60CF	SETUP	All LEDs are now solid white; network appears functional.
#LTS00131278	2026-05-28 17:41:28+00:00	1.30	INBOUND	WHW03	SETUP	No resolution achieved. Call ended without clear next steps or follow-up plan.
#LTS00131278	2026-05-28 17:52:29+00:00	1.60	INBOUND	WHW03	SETUP	Customer advised to contact ISP (Ry Broadband) to have the new Linksys router registered on their network.
#LTS00131299	2026-05-28 19:39:19+00:00	2.90	INBOUND	WHW03	CONFIGURATION	Agent sent email with KB article titled 'How to log into Linux mesh router surface' (likely typo for 'Linksys') and instructions to access myrouter.local to rename network. Advised to bypass browser security warning and try alternate browsers if needed.
#LTS00131306	2026-05-28 19:56:41+00:00	3.00	INBOUND	EA7200	ACCESS	Customer to perform the hard reset and follow the emailed instructions to set a new admin password.
#LTS00131324	2026-05-28 21:17:29+00:00	2.80	INBOUND	LN11011202	SETUP	All mesh nodes re‑added and internet works on laptop; advise customer to contact ISP regarding the blocked website.
#LTS00069740	2026-05-29 12:40:49+00:00	1.30	INBOUND	E1000	SETUP	Advised customer to purchase a new MR5500 router; no further troubleshooting.
#LTS00131420	2026-05-29 15:46:50+00:00	1.50	INBOUND	E8450	SETUP	Customer advised to contact ISP for WAN provisioning; no technical fix confirmed.
#LTS00131431	2026-05-29 16:28:33+00:00	3.00	INBOUND	WHW03	SETUP	Customer to perform factory reset of all nodes and re‑configure using default credentials; detailed email instructions to be sent.
#LTS00037460	2026-05-29 17:09:27+00:00	4.40	INBOUND	MX2000	SETUP	Separate 2.4 GHz and 5 GHz SSIDs created; customer confirmed both networks are visible.
#LTS00131452	2026-05-29 17:29:13+00:00	3.00	INBOUND	MR9600	CONNECTIVITY	Offered to email detailed troubleshooting steps or provide paid support; no technical fix confirmed.
#LTS00131472	2026-05-29 19:26:07+00:00	1.50	INBOUND	EA8100	CONNECTIVITY	Agent promised to send generic setup instructions via email and offered paid support ($15/hour).
#LTS00131431	2026-05-29 19:56:49+00:00	1.80	INBOUND	WHW03	SETUP	No payment captured; customer advised to call back later. No clear next step or alternative provided.