# limuel.saura@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 | | --- | --- | --- | --- | --- | --- | | 45 | 17m 36s | MX2000 | CONNECTIVITY | 34 | 4 | ## Work Mix Lens - Frontline-heavy week: 32 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 | 1.80 | 45 | | Protocol | 1.70 | 45 | | Communication | 2.10 | 45 | | Overall | 2.10 | 45 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 3 | 32m 58s | 2.00 | 2.00 | 1.67 | 2.00 | | | MR | 5 | 32m 4s | 2.12 | 1.60 | 1.60 | 1.60 | | | MX | 12 | 26m 21s | 2.59 | 2.00 | 1.58 | 2.08 | | | SPN | 5 | 23m 55s | 2.18 | 2.25 | 1.75 | 2.50 | | | EA | 6 | 16m 15s | 2.33 | 2.00 | 1.67 | 2.33 | | | WHW | 3 | 13m 51s | 2.07 | 1.00 | 2.00 | 2.33 | | | E | 3 | 7m 34s | 1.37 | 2.00 | 1.33 | 2.00 | | **Key Observations** - RE is one of the slowest families at 32m 58s. - MR is one of the slowest families at 32m 4s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 20m 4s | 2.10 | 2.00 | 1.80 | 2.10 | | | SETUP | 12 | 24m 49s | 2.00 | 1.80 | 1.70 | 2.20 | | | ACCESS | 7 | 17m 1s | 2.00 | 2.00 | 1.70 | 2.00 | | | CONFIGURATION | 6 | 21m 26s | 2.10 | 2.50 | 1.80 | 2.20 | | ## Week-over-Week Movement - Overall moved down 0.29 vs. last week. - Accuracy moved down 0.43 vs. last week. - Average handle time moved down by 6m 16s. - Family swing: MX handle time moved down by 41m 41s vs. last week. - Family swing: E handle time moved down by 40m 07s vs. last week. - Family swing: MR handle time moved up by 24m 23s vs. last week. ## What Went Well - **Accurate model identification** – Correctly identified MX6200 model early in calls, enabling targeted troubleshooting. - **Effective mesh node pairing** – Guided customers through 5-press pairing process, resulting in solid-white LEDs and restored connectivity on multiple occasions. --- ## Growth Opportunities - **Verify internet connectivity post-fix** – After apparent fixes (e.g., LED changes), confirm actual internet access via speed tests or client device checks before closing. - **Standardize LED behavior guidance** – Provide consistent, KB-aligned explanations for LED states (e.g., solid white = healthy, red = error) to avoid confusion. --- ## Next Week's Focus 1. **Implement post-fix verification** – Always confirm internet connectivity with the customer after troubleshooting steps. 2. **Review LED guidance scripts** – Ensure all agents use consistent, accurate descriptions of LED states per KB. 3. **Collect serial numbers proactively** – Capture model/serial early to enable warranty checks and case documentation. 4. **Reduce call abandonment** – Set clear expectations and next steps before ending calls, especially for unresolved issues. --- ## Technical Accuracy **Improvement** - Incorrect default admin password instruction ('admin') for MR20MS. KB states default password is printed on the label. `[#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/)` **Improvement** - Incorrect URL 'extender.linksis.com' provided, risking phishing exposure and setup failure. `[#LTS00130965](https://linksys.happyfox.com/staff/ticket/130965/)` **Improvement** - Materially false statement that Linksys Smart Wi-Fi account service is discontinued, contradicting KB guidance. `[#LTS00131228](https://linksys.happyfox.com/staff/ticket/131228/)` **Improvement** - Incorrect admin URL provided ('http://myrouter' instead of 'http://myrouter.local'), contradicting KB guidance for MX6200. `[#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/)` **Improvement** - Incorrect URL (extender.tp-link.com) provided, a serious accuracy error contradicting KB. `[#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/)` --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) — Pending with Level 2 - **What L1 saw**: Customer needed to change email on Linksys account but no longer had access to the original email. - **Why it escalated**: L1 incorrectly advised account deletion/recreation and failed to attempt standard recovery steps. - **Related call chain**: Single call – initial contact with L1. - **What L2 did**: Pending HQ feedback; L2 claimed the case and requested customer callback. - **Current state**: Pending - HQ Feedback. - **L1 learning points**: Attempt password reset/recovery key verification per KB before escalating; confirm new email spelling. ### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved - **What L1 saw**: MR20MS would not connect to modem; solid magenta/purple LED; Wi-Fi showed 'Connected without internet'. - **Why it escalated**: L1 provided incorrect default admin password and invalid 5-press reset. - **Related call chain**: Single call – initial contact with L1. - **What L2 did**: Verified WAN connectivity, corrected admin password, and guided through proper reset. - **Current state**: Resolved. - **L1 learning points**: Verify modem/WAN status first; use label-printed default password; avoid unsupported 5-press reset on MR20MS. ### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved - **What L1 saw**: Customer locked out of Linksys mobile app after password resets. - **Why it escalated**: L1 incorrectly claimed web UI cannot be accessed off-network. - **Related call chain**: Multiple calls – L1, then L2. - **What L2 did**: Guided customer through 'Forgot Password' flow and app reinstall. - **Current state**: Resolved. - **L1 learning points**: Guide through standard password recovery; confirm local access via http://myrouter.local. ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved - **What L1 saw**: Extender Wi-Fi connected but PC showed no internet; phone worked. - **Why it escalated**: L1 provided incorrect URL and unnecessary manual IP configuration. - **Related call chain**: Single call – initial contact with L1. - **What L2 did**: Verified router internet connectivity and guided through proper extender setup. - **Current state**: Resolved. - **L1 learning points**: Verify router internet first; avoid manual IP config unless DHCP fails; use correct URLs. --- ## Coach Appendix - **Highest-signal trend**: Inconsistent technical guidance (LED behavior, URLs, passwords) and insufficient post-fix verification drove accuracy and overall score declines. - **Recurring pattern**: Protocol gaps in serial number collection, warranty verification, and case documentation on ~30% of calls. - **Evidence**: See Technical Accuracy and Scorecard sections for specific examples and scores. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) | 2026-05-25 16:26:44+00:00 | 1.80 | INBOUND | WHW03 | ACCESS | Escalated to Level-2; ticket #130749 created; callback expected within 2-3 hours. | | [#GI00130753](https://linksys.happyfox.com/staff/ticket/130753/) | 2026-05-25 17:07:33+00:00 | 1.50 | INBOUND | — | SETUP | Agent provided a garbled phone number for Community Fiber; no valid next step or self-help resource was offered. | | [#GI00130756](https://linksys.happyfox.com/staff/ticket/130756/) | 2026-05-25 17:14:10+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Recommended upgrading to newer mesh hardware (MX6200/MBE7000) and offered paid support or an email troubleshooting guide. | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 20:54:17+00:00 | 3.00 | INBOUND | EA8100 | CONNECTIVITY | Agent instructed customer to disconnect the call and promised to call back without specifying time or next steps. | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 21:07:13+00:00 | 1.80 | OUTBOUND | EA8100 | CONNECTIVITY | No resolution. Customer left without internet access. Email sent but not received. Final suggestion was to use cellular data instead of Wi-Fi. | | [#LTS00055780](https://linksys.happyfox.com/staff/ticket/55780/) | 2026-05-26 14:38:42+00:00 | 1.50 | INBOUND | MX2000 | SETUP | Agent promised to email a troubleshooting guide; no confirmed fix. Customer advised to wait for email and continue setup, but further assistance may be needed. | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 16:19:39+00:00 | 1.80 | INBOUND | MR2000 | SETUP | Escalated to Level-2 technician; callback promised within 2-3 hours. | | [#LTS00130918](https://linksys.happyfox.com/staff/ticket/130918/) | 2026-05-26 17:58:18+00:00 | 1.60 | INBOUND | EA9500 | CONNECTIVITY | Customer to follow emailed instructions (not received during call). | | [#LTS00130928](https://linksys.happyfox.com/staff/ticket/130928/) | 2026-05-26 18:41:53+00:00 | 3.00 | OUTBOUND | MX2000 | CONNECTIVITY | Offered $15 paid-support session or email of troubleshooting steps; customer declined due to lack of internet access and ended call. | | [#LTS00130940](https://linksys.happyfox.com/staff/ticket/130940/) | 2026-05-26 19:39:23+00:00 | 3.00 | INBOUND | MX55EC3 | SETUP | Email with generic troubleshooting steps sent; customer may try those steps or request a paid-technician session. | | [#LTS00130965](https://linksys.happyfox.com/staff/ticket/130965/) | 2026-05-26 20:53:17+00:00 | 1.60 | OUTBOUND | RE7000 | SETUP | No clear resolution. Agent failed to confirm fix. Customer left with extender still malfunctioning and no concrete follow-up path. | | [#LTS00130970](https://linksys.happyfox.com/staff/ticket/130970/) | 2026-05-26 21:50:28+00:00 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | Issue not resolved; recommend verifying SSID broadcast settings and band-steering, or schedule a callback for further assistance. | | [#LTS00101304](https://linksys.happyfox.com/staff/ticket/101304/) | 2026-05-27 17:18:37+00:00 | 2.80 | INBOUND | MX6200 | CONFIGURATION | Node turned solid white; issue likely resolved but not fully validated. No further action taken. | | [#LTS00131067](https://linksys.happyfox.com/staff/ticket/131067/) | 2026-05-27 18:05:28+00:00 | 1.40 | INBOUND | EA8300 | CONNECTIVITY | Sent email with generic steps; no verification of fix; customer left to self-troubleshoot. | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-27 18:52:16+00:00 | 3.00 | INBOUND | MR5500 | ACCESS | Wait 24 hours for automatic cloud account unlock and call back with ticket #131 076 if still locked out. | | [#LTS00131088](https://linksys.happyfox.com/staff/ticket/131088/) | 2026-05-27 20:19:13+00:00 | 3.00 | INBOUND | RE6500 | CONFIGURATION | Email sent with instructions on changing the Wi-Fi password for the RE6500 range extender. | | [#LTS00131228](https://linksys.happyfox.com/staff/ticket/131228/) | 2026-05-28 14:17:19+00:00 | 1.40 | INBOUND | MX2000 | ACCESS | No resolution provided. Agent failed to offer correct account-recovery steps or escalation path. Customer left without access to their account or a functional setup method. | | [#LTS00131242](https://linksys.happyfox.com/staff/ticket/131242/) | 2026-05-28 15:29:12+00:00 | — | INBOUND | SPNM60CF | CONFIGURATION | — | | [#LTS00131242](https://linksys.happyfox.com/staff/ticket/131242/) | 2026-05-28 15:45:19+00:00 | 2.80 | INBOUND | SPNM60CF | CONFIGURATION | Separate 2.4 GHz SSID created; customer instructed to connect device. No verification performed. | | [#LTS00118250](https://linksys.happyfox.com/staff/ticket/118250/) | 2026-05-28 17:36:11+00:00 | 1.00 | INBOUND | MX5500 | CONFIGURATION | No resolution achieved. Call ended abruptly without closure or next steps. Customer requires follow-up for proper troubleshooting. | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 20:47:31+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Customer to contact company IT to apply static DNS settings on work laptop. | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-28 21:42:43+00:00 | 1.30 | INBOUND | E1200 | CONNECTIVITY | Agent promised to send an email with further instructions but did not confirm transmission or provide actionable steps. No resolution achieved. | | [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-28 22:03:46+00:00 | 3.50 | INBOUND | MX2000 | SETUP | All nodes are now solid blue and internet works; customer will relocate the child node to the basement later. | | [#LTS00131401](https://linksys.happyfox.com/staff/ticket/131401/) | 2026-05-29 14:06:15+00:00 | 1.10 | INBOUND | SPNMX56 | SETUP | Agent incorrectly concluded the router was ready with solid blue LED and advised deployment without verifying internet access or mesh integration. | | [#LTS00131412](https://linksys.happyfox.com/staff/ticket/131412/) | 2026-05-29 15:24:57+00:00 | 3.00 | INBOUND | SPNMX42 | ACCESS | Password reset completed; customer logged into router admin dashboard. | | [#LTS00131421](https://linksys.happyfox.com/staff/ticket/131421/) | 2026-05-29 15:55:36+00:00 | 1.50 | INBOUND | E5400 | SETUP | Advised customer to check if another router works on the wall patch; no reset, power-cycle, or configuration steps provided. Call ended without resolution or follow-up. | | [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/) | 2026-05-29 17:13:48+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Agent stated they would call back but provided no actionable steps or callback confirmation. | | [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/) | 2026-05-29 17:19:33+00:00 | 3.00 | OUTBOUND | MX6200 | SETUP | Node added successfully (solid white LED, appears in app). Customer advised to move node to final location and will receive email for product registration. | | [#LTS00131449](https://linksys.happyfox.com/staff/ticket/131449/) | 2026-05-29 17:38:52+00:00 | 1.80 | INBOUND | SPNM60CF | SETUP | Advise customer to contact ISP/Community Fibre to verify the fiber/ONT and WAN connection; no further router configuration performed. | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 18:47:13+00:00 | 1.30 | INBOUND | MR7350 | ACCESS | No resolution or next step provided. | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 18:55:48+00:00 | 3.00 | INBOUND | MR7350 | ACCESS | None provided; only suggestion was to visit support.linksys.com and use translation. | | [#LTS00087079](https://linksys.happyfox.com/staff/ticket/87079/) | 2026-05-29 19:28:12+00:00 | 2.90 | INBOUND | MX6200 | CONNECTIVITY | All nodes paired and internet restored; admin page access issue unresolved but deemed non-critical. | | [#LTS00131480](https://linksys.happyfox.com/staff/ticket/131480/) | 2026-05-29 20:20:14+00:00 | 3.20 | INBOUND | EA6400 | ACCESS | Customer advised to reboot the router, perform a hard reset if needed (with settings loss), or consider purchasing a newer router. | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 20:47:23+00:00 | 1.40 | OUTBOUND | RE6350 | CONNECTIVITY | Customer will contact CenturyLink/ISP for further assistance; no fix confirmed during call. | | [#LTS00131491](https://linksys.happyfox.com/staff/ticket/131491/) | 2026-05-29 20:58:10+00:00 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | Agent will email generic troubleshooting steps and suggest a router replacement. | | [#GI00131499](https://linksys.happyfox.com/staff/ticket/131499/) | 2026-05-29 21:51:48+00:00 | 2.30 | INBOUND | — | CONNECTIVITY | No technical fix provided. Customer ended call stating issue 'might be working,' but no resolution was confirmed or guided by the agent. | | [#LTS00131502](https://linksys.happyfox.com/staff/ticket/131502/) | 2026-05-29 22:09:35+00:00 | 1.40 | INBOUND | WHW03 | SETUP | Agent offered to email self‑help instructions and a paid‑support option but gave incorrect URLs; no concrete fix was applied. | | [#LTS00131507](https://linksys.happyfox.com/staff/ticket/131507/) | 2026-05-29 22:31:22+00:00 | 1.50 | INBOUND | MR20MS | CONNECTIVITY | Instructed customer to connect TVs to the new Breeze 2.4 network; no confirmed fix. Warranty status incorrectly updated. | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-29 22:31:51+00:00 | 1.30 | INBOUND | E1200 | CONNECTIVITY | Agent recommended purchasing a new MX2000 router without troubleshooting or validating issue. |