# johnclark.labadan@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 | | --- | --- | --- | --- | --- | --- | | 12 | 30m 44s | WHW03 | CONNECTIVITY | 11 | 8 | ## Work Mix Lens - Escalation-heavy week: 10 TE-owned calls vs 3 LTS queue calls. - Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 12 | | Protocol | 1.60 | 12 | | Communication | 2.20 | 12 | | Overall | 2.20 | 12 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 69m 55s | 2.80 | 2.00 | 2.00 | 2.00 | Outlier: 4.6x weekly median handle time | | WHW | 4 | 50m 11s | 2.35 | 1.25 | 1.75 | 2.50 | Outlier: 3.3x weekly median handle time | | MX | 2 | 27m 0s | 1.50 | 4.00 | 2.00 | 1.00 | Outlier: 1.8x weekly median handle time | | MBE | 1 | 17m 15s | 3.00 | 4.00 | 2.00 | 2.00 | | | MR | 1 | 13m 17s | 3.20 | 5.00 | 3.00 | 2.00 | | | OTHER | 1 | 12m 51s | 1.50 | 5.00 | 2.00 | 2.00 | | | SPN | 1 | 11m 37s | 1.30 | 1.00 | 1.00 | 2.00 | | | EA | 1 | 3m 42s | 3.00 | 4.00 | 1.00 | 3.00 | | **Key Observations** - LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time. - WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 7 | 23m 36s | 2.20 | 3.00 | 1.70 | 2.10 | ✓ | | SETUP | 4 | 41m 8s | 2.10 | 1.80 | 1.80 | 2.50 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.92 vs. last week. - Protocol moved down 0.25 vs. last week. - Communication moved up 0.17 vs. last week. - Average handle time moved down by 23m 47s. - Family swing: MR handle time moved down by 46m 44s vs. last week. - Family swing: MX handle time moved down by 20m 07s vs. last week. ## What Went Well - **Accurate mesh recovery guidance** > *"Guided customer to press the parent router’s reset button five times consecutively to initiate discovery mode (5-press method)."* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) - **Remote session persistence** > *"Persisted through a remote session and eventually resolved the connectivity issue."* [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) --- ## Growth Opportunities - **Technical accuracy in LED interpretation** > *"Provided incorrect default admin password ('admin admin') and mentioned non-existent LED color (magenta/pink)."* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) *Next step: Confirm default credentials per KB and use only documented LED states.* - **Verification before escalation** > *"Failed to verify internet connectivity post-reset or guide through factory reset procedure."* [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) *Next step: Always validate WAN connectivity and follow documented reset durations.* --- ## Next Week's Focus - Practice LED state verification for Velop devices using only documented colors. - Implement pre-escalation checks: WAN cable integrity, modem handshake, and factory reset confirmation. - Standardize post-reset connectivity tests (speed test, DNS resolution) before closing cases. --- ## Technical Accuracy ### **Improvement** > *Agent provided incorrect default admin password ('admin admin') instead of 'admin' as per KB.* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Ensure default credentials match KB and avoid guesswork. ### **Improvement** > *Agent incorrectly identified LED color as magenta/pink, which is not documented for Velop devices.* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Reference only documented LED states (solid blue/purple/white/red). ### **Improvement** > *Agent did not perform basic troubleshooting steps before suggesting paid support.* [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) — Complete foundational checks before escalation. ### **Improvement** > *Agent incorrectly instructed 5-press pairing method for SPNM57 device, which is not supported per KB.* [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) — Use app-based setup or pair button for SPNM series. ### **Strength** > *Agent correctly applied 5-press reset method for Velop mesh pairing, aligning with KB guidance.* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Continue using KB-aligned reset procedures. --- ## Coaching Moments - **Improvement** > *"Failed to verify the presence or functionality of the BT modem before advising connection."* [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) — Always confirm modem status before guiding WAN setup. - **Improvement** > *"Did not guide the customer through the initial setup process (e.g., connecting to temporary Wi-Fi, accessing http://myrouter.local)."* [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) — Document and follow setup wizard steps for new installations. --- ## Escalation Lessons: What L2 Did ### [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Resolved by Level 2 - **What L1 saw**: All child nodes solid red, customer unable to connect devices. - **Why it escalated**: Exceeded threshold for mesh recovery attempts. - **What L2 did**: Verified modem connectivity, guided 5-press reset, confirmed node LEDs to solid green/blue, validated Wi‑Fi access. - **L1 learning points**: 1. Confirm modem internet access before node troubleshooting. 2. Use 5-press method only for Velop/Cognitive Mesh; document LED changes. 3. Verify device connectivity via Wi‑Fi password test post-recovery. ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw**: Customer lacked a computer for troubleshooting; laptop had no internet. - **Why it escalated**: No device available for diagnostic steps. - **What L2 did**: Advised callback, collected payment for paid support, provided self-help resources. - **L1 learning points**: 1. Always attempt mobile device troubleshooting if available. 2. Schedule concrete callback times and document escalation rationale. 3. Offer self-help KB links even when paid support is requested. --- ## Coach Appendix - **Top trend**: Escalation-heavy week with frequent mesh and connectivity issues; improve pre-escalation diagnostics to reduce L2 handoffs. - **Key pattern**: Inconsistent LED identification and incomplete verification steps leading to unresolved cases. Focus on KB-aligned troubleshooting and post-reset validation. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 17:34:30+00:00 | 2.80 | OUTBOUND | WHW01 | CONNECTIVITY | All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi-Fi. No further action required. | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-27 14:19:23+00:00 | 3.00 | OUTBOUND | EA7430 | CONNECTIVITY | Offered a callback; no schedule set. | | [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) | 2026-05-27 15:47:43+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | None provided. Call ended without confirmation of fix or clear next step. | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 16:44:45+00:00 | 2.80 | OUTBOUND | LN11011202 | SETUP | All devices now have internet connectivity; monitor for 24‑48 hours and call back if problems persist. | | [#TE00075510](https://linksys.happyfox.com/staff/ticket/75510/) | 2026-05-27 22:38:05+00:00 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | Informed customer that Pro 7 nodes are discontinued and unavailable; advised to monitor Linksys website for future updates. No follow-up path established. | | [#LTS00131203](https://linksys.happyfox.com/staff/ticket/131203/) | 2026-05-28 12:02:08+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Node appears solid blue; agent will email KB article for future reference. | | [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) | 2026-05-28 13:29:46+00:00 | 3.20 | INBOUND | MR8300 | CONNECTIVITY | Email with setup instructions to be sent after call. | | [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 15:10:14+00:00 | — | OUTBOUND | MX2000 | SETUP | — | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-05-28 16:57:12+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Customer to monitor LED and verify internet connectivity; if still offline, schedule a follow‑up call for proper model verification and further troubleshooting. | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-05-28 17:20:11+00:00 | 1.80 | OUTBOUND | WHW03 | SETUP | Scheduled callback for further troubleshooting; issue remains unresolved. | | [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) | 2026-05-29 17:29:33+00:00 | 1.30 | INBOUND | SPNM62CF | CONNECTIVITY | Suggested relocating the node or adding another node; no confirmed fix or valid troubleshooting path provided. | | [#TE00127374](https://linksys.happyfox.com/staff/ticket/127374/) | 2026-05-29 17:49:26+00:00 | 1.50 | INBOUND | MDE7000 | CONNECTIVITY | None provided; agent placed call on hold and did not return with actionable information. | | [#TE00127374](https://linksys.happyfox.com/staff/ticket/127374/) | 2026-05-29 18:04:05+00:00 | 3.00 | OUTBOUND | — | CONNECTIVITY | Email will be sent with details; optional callback offered. |