# jeneth.villanil@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 1 | 108m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | — |

## Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MX is one of the slowest families at 108m 11s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Average handle time moved up by 91m 54s.

## What Went Well

- **Customer acknowledgment**: Agent acknowledged the customer's frustration and attempted to guide through resets.
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Growth Opportunities

- **Correct troubleshooting method**: Avoid using the 5-press pairing method for MX8500 Velop devices. Instead, guide customers to use the Velop web UI or app for adding child nodes.
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)
- **Warranty and serial number verification**: Always verify warranty status and collect serial numbers early in the call to ensure appropriate troubleshooting and support options.
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Next Week's Focus

1. **Use the correct pairing method for MX8500 Velop**: Guide customers to the Velop web UI or app for adding child nodes; avoid the 5-press method.
2. **Collect warranty and serial number information upfront**: Verify warranty status and gather serial numbers early to tailor support appropriately.
3. **Confirm closure status before ending calls**: Ensure unresolved issues are clearly documented and follow-up is scheduled if needed.
4. **Reduce handle time by streamlining troubleshooting steps**: Practice efficient diagnostics and avoid unnecessary steps.

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## Technical Accuracy

### **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.
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**
- Failed to verify warranty status or collect serial number, leading to incomplete troubleshooting context.
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**
- Call closed with unresolved issue (technical_resolution_status: not_fixed, operational_closure_status: pending_resolution).
  - [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## Coach Appendix

- The week’s single call highlights a need for improved troubleshooting accuracy on MX8500 Velop models. The agent used an unsupported pairing method and missed critical warranty/serial number collection, leading to an unresolved case. Focus next week on correct device-specific procedures and upfront information gathering.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/) | 2026-05-29 20:14:29+00:00 | 3.00 | INBOUND | MX8500 | NO TROUBLESHOOTING NEEDED | Further assistance needed to correctly add the child nodes using the Velop web UI or app; verify admin password and secure the router. |