# josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 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 | 1.00 | 1 |
| Protocol | 1.00 | 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 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |  |

**Key Observations**
- MX is one of the slowest families at 8m 52s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.90 vs. last week.
- Accuracy moved down 2.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved up 1.00 vs. last week.
- Average handle time moved down by 4m 28s.
- Family swing: MX handle time moved down by 12m 38s vs. last week.

## What Went Well

1. **Polite and patient communication**  
   Maintained a respectful tone even during silence and unclear customer responses.  

2. **Clear recovery instructions**  
   > all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup [ silence ] um where is it located right now or how far is it from the main nod...  
   [#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

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## Growth Opportunities

1. **Technical accuracy in LED interpretation**  
   *What better looks like:* Confidently identify that **solid blue/teal** (not green) confirms successful mesh connection. Avoid stating green means “ready for setup.”  
   > all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup  
   [#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

2. **Protocol adherence for model number collection**  
   *What better looks like:* Treat model number as mandatory for mesh troubleshooting and warranty checks. If the customer provides only serial, politely ask: “I also need the exact model number of the main node to proceed.”  
   > Model number of the main nodes or just give me the serial number instead? Okay.  
   [#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

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## Next Week's Focus

- **Verify LED states against KB** before confirming readiness (solid blue/teal = connected, blinking purple = pairing).
- **Collect model + serial** on every mesh call; document both in the case notes.
- **Confirm post-relocation stability** by asking, “Can you move the node to its final location and watch the LED for 5 minutes?”
- **Create a HappyFox case** for every call, even if resolved, to capture serial, model, and troubleshooting steps.

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## Technical Accuracy

### **Improvement**  
Incorrect LED interpretation: Stated green LED means 'ready for setup' ([03:00]). This contradicts KB guidance (solid blue/teal indicates successful mesh connection).  
[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

### **Improvement**  
Failed to collect product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.  
[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

### **Strength**  
Clear instruction to wait 3–5 minutes after reset aligned with standard mesh recovery guidance, leading to customer confirmation of solid blue LED stability.  
[#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/)

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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

- **Highest-signal trend**: Technical inaccuracies (LED states, model collection) drove low accuracy/protocol scores despite successful resolution. Focus next week on KB validation of LED behavior and mandatory model+serial capture.
- **Recurring pattern**: Protocol gaps in documentation (no case created) and critical information collection (model number). Reinforce case creation and information-gathering scripts in next coaching session.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00099614](https://linksys.happyfox.com/staff/ticket/99614/) | 2026-05-26 20:00:11+00:00 | 3.00 | INBOUND | MX2000 | SETUP | Child node turned solid blue and remained stable; customer instructed they could now relocate it. |