# maylene.delada@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 | | --- | --- | --- | --- | --- | --- | | 23 | 11m 16s | MX6200 | CONNECTIVITY | 23 | 3 | ## Work Mix Lens - Frontline-heavy week: 21 LTS queue calls vs 2 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 | 2.50 | 23 | | Protocol | 1.90 | 23 | | Communication | 2.30 | 23 | | Overall | 2.40 | 23 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 10 | 27m 29s | 2.16 | 1.44 | 1.78 | 2.33 | Outlier: 2.9x weekly median handle time | | RE | 2 | 12m 16s | 3.00 | 4.00 | 2.00 | 2.00 | | | EA | 4 | 11m 33s | 3.02 | 3.25 | 2.00 | 2.25 | | | WHW | 3 | 9m 34s | 1.97 | 1.00 | 1.33 | 2.33 | | | MR | 2 | 9m 8s | 3.05 | 2.50 | 2.00 | 2.00 | | | OTHER | 1 | 5m 17s | 3.90 | 5.00 | 4.00 | 4.00 | | | WRT | 1 | 3m 5s | 1.50 | 5.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 27m 29s; outlier: 2.9x weekly median handle time. - RE is one of the slowest families at 12m 16s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 10 | 13m 22s | 2.30 | 1.90 | 1.80 | 2.30 | | | SETUP | 6 | 17m 46s | 2.10 | 1.80 | 1.80 | 2.30 | | | ACCESS | 4 | 8m 11s | 2.80 | 3.50 | 2.30 | 2.30 | | | NO TROUBLESHOOTING NEEDED | 1 | 11m 32s | 3.00 | 1.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Protocol moved up 0.16 vs. last week. - Family swing: MR handle time moved down by 8m 54s vs. last week. ## What Went Well ### Professional escalation management > “All right. Yep, that’s the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that. They are the one who is authorized to change owners. Just wait for feedback. Let me just confirm how many hours or days it will take. Just stay on the line, okay? I’ll be right back.” > *[#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/)* **Why it matters**: Clear escalation path, realistic timeline (24-48 hours), and maintained customer confidence during hold. ### Persistent troubleshooting in complex mesh recovery > “Okay. Skip. Sure. And for us to connect to rest faster, the fastest way, I mean, connect both near to the main node, within five feet, it should be powered on within five feet. Connect your two extenders right beside the main one that is working. The closer, the better. Five feet max.” > *[#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/)* **Why it matters**: Guided customer through multiple reset attempts, maintained engagement over a long call, and ultimately achieved a working network. --- ## Growth Opportunities ### Verify model-specific procedures before guidance **Current gap**: Provided invalid reset instructions for MX6200 (5-press pairing is for cognitive mesh, not Velop) and misstated boot time as 30 minutes (KB: ~2-3 minutes). **Next step**: Confirm product family and LED states *before* instructing resets. Use model-specific KB articles (e.g., `velop_router_reset.md` for MX series). > “Okay, and the light status on top? It’s okay. It’s MX 6200. And was it working? I mean, right now, what’s the light status of the main one?” > *[#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/)* ### Avoid materially false product claims **Current gap**: Stated the Linksys app is discontinued for WHW03 and recommended unsupported MAC cloning without validation. **Next step**: Reference current KB documentation (`linksys_app_compatibility.md`) and verify ISP requirements before suggesting advanced configurations. > “It’s no longer software. There’s no longer app. For the device to uh to be accessible you have to do it locally.” > *[#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/)* --- ## Next Week's Focus 1. **Model-first troubleshooting**: Collect model/serial number and confirm product family *before* proceeding with resets or reconfiguration. 2. **LED validation**: Verify LED states against KB (e.g., solid blue = ready on WHW03; purple = setup mode on MX) before instructing next steps. 3. **Documentation discipline**: Create HappyFox cases for all non-trivial issues and confirm follow-up timelines with the customer. 4. **KB alignment**: Review `universal_mesh_full_rebuild.md` and `velop_router_setup.md` for MX-series specific reset procedures. --- ## Technical Accuracy ### **Improvement** > Agent provided incorrect product model references ('Velop Pro 7', 'MX-20', 'WHW0305') that do not exist in the KB, leading to customer confusion. > *[#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/)* ### **Improvement** > Agent incorrectly instructed 5-press reset for MX6200 (should be 10-second hold) and misstated boot time as 30 minutes, leading to inefficient troubleshooting. > *[#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/)* ### **Improvement** > Agent provided incorrect support email domain and reset duration for EA series routers, leading to potential misconfiguration and customer frustration. > *[#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/)* ### **Improvement** > Agent provided incorrect default SSID and falsely claimed cloud/app access was deprecated for WHW03, leading to customer confusion and misinformation. > *[#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/)* ### **Improvement** > Agent misidentified LED states for MX2000 (solid purple and flashing red), leading to incorrect troubleshooting guidance. > *[#LTS00131347](https://linksys.happyfox.com/staff/ticket/131347/)* ### **Improvement** > Agent falsely claimed the Linksys app no longer exists, directly contradicting KB and undermining customer trust in support guidance. > *[#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/)* ### **Improvement** > Agent provided materially false information about the Linksys app being discontinued, leading to customer confusion and lack of resolution path. > *[#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/)* --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer requested account holder change on Linksys cloud; documents submitted. L1 verified ticket #LTS00130698, confirmed document receipt, and escalated to management. | | **Why it escalated** | Account ownership changes require management intervention (KB: only L2/management can modify account holders). | | **What L2 did** | - Deleted AP from LCM 1.0 and advised migration to LCM 2.0.
- Provided clear email response timeline (24-48 hours).
- Confirmed document receipt and guided next steps. | | **Current state** | Resolved; AP removed from previous account, ready for addition to new account. | | **L1 learning points** | 1. Confirm model and LCM version before escalation.
2. Verify document types (invoice, proof of purchase).
3. Provide exact migration path for LCM 1.0 → 2.0. | ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | EA9300 not connecting post-modem replacement; customer tried power cycles. L1 offered generic advice and email instructions. | | **Why it escalated** | No basic connectivity verification (WAN cable, ISP status) performed; issue unresolved after L1 steps. | | **What L2 did** | - Verified WAN cable connection.
- Conducted wired speed test.
- Re-flashed firmware via admin UI.
- Provided step-by-step email guide. | | **Current state** | Resolved; customer purchased third-party router but L2 confirmed EA9300 functionality. | | **L1 learning points** | 1. Always check WAN cable and ISP status first.
2. Use wired test to isolate router vs. ISP issues.
3. Verify admin UI accessibility before reset. | ### [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | MX6200 mesh unable to add child nodes; red lights after 5-press reset. L1 instructed invalid reset and callback. | | **Why it escalated** | Incorrect reset procedure applied; no model-specific troubleshooting. | | **What L2 did** | - Guided through 10-second factory reset (KB-correct).
- Verified node proximity and power.
- Used Commissioning Tool (CA) to add nodes.
- Confirmed internet via wired test. | | **Current state** | Resolved; all nodes paired and internet functional. | | **L1 learning points** | 1. Use 10-second reset for MX6200 (not 5-press).
2. Confirm node proximity (<5 ft) and power sources.
3. Use Commissioning Tool for mesh node addition. | --- ## Coach Appendix *High-level trends for next coaching session:* - **MX-series handle times** are 2.9x the weekly median; focus on model-specific LED interpretation and reset procedures. - **Protocol adherence** improved (+0.16) but accuracy remains low on MX/EA models—prioritize model verification before guidance. - **Escalation readiness**: Ensure L1 collects model, serial, and basic connectivity data before handing off to L2. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 14:40:16+00:00 | 3.90 | INBOUND | LAPAC1750 | ACCESS | Request escalated to management; customer will receive email confirmation within 24-48 hours. | | [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) | 2026-05-25 21:48:20+00:00 | 3.00 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | Agent will send email with product comparison and purchase information. | | [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 19:19:07+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | All nodes eventually displayed solid blue; customer confirmed network was working and no further action needed. | | [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) | 2026-05-26 21:52:15+00:00 | 3.00 | INBOUND | EA9300 | CONNECTIVITY | Agent promised to email unspecified reset instructions; customer to follow up independently. | | [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/) | 2026-05-26 22:15:07+00:00 | 3.00 | INBOUND | EA7450 | ACCESS | Customer to attempt login using default admin password; no confirmation of success obtained. No follow-up path established. | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:09:37+00:00 | 1.30 | INBOUND | MX6200 | CONNECTIVITY | Agent provided vague instruction to retry 5-press reset and call back if problems persist; no verification or concrete follow-up was scheduled. | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 22:33:12+00:00 | 3.00 | INBOUND | EA9300 | CONNECTIVITY | Agent will email setup instructions to customersupport@lyncus.com (invalid domain); customer to send proof of purchase and complete router setup independently. | | [#LTS00117877](https://linksys.happyfox.com/staff/ticket/117877/) | 2026-05-28 14:02:26+00:00 | — | INBOUND | MX4200 | CONNECTIVITY | — | | [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 15:57:20+00:00 | 1.60 | INBOUND | WHW03 | SETUP | Agent promised to email self-help instructions (including MAC cloning steps) and offered paid support. No resolution achieved. | | [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) | 2026-05-28 18:07:54+00:00 | 1.80 | INBOUND | MX6200 | SETUP | Agent promised to inform a previous technician to process a callback, but no confirmation, timing, or ownership was established. | | [#LTS00131290](https://linksys.happyfox.com/staff/ticket/131290/) | 2026-05-28 18:45:36+00:00 | 3.00 | INBOUND | RE7350 | CONNECTIVITY | Customer to reset the extender and follow emailed instructions; no confirmation of success during call. | | [#LTS00131297](https://linksys.happyfox.com/staff/ticket/131297/) | 2026-05-28 19:40:33+00:00 | 3.00 | INBOUND | MX6200 | SETUP | All mesh nodes are paired and online; Wi-Fi network is functional with separated bands and updated credentials. | | [#LTS00131347](https://linksys.happyfox.com/staff/ticket/131347/) | 2026-05-28 22:56:38+00:00 | 1.40 | INBOUND | MX2000 | SETUP | Agent requested proof of purchase via email to update warranty; no technical resolution confirmed. | | [#LTS00131414](https://linksys.happyfox.com/staff/ticket/131414/) | 2026-05-29 15:33:21+00:00 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | Agent will email step-by-step reconfiguration instructions (free option); customer may also opt for $15 paid support. No live resolution achieved. | | [#LTS00131433](https://linksys.happyfox.com/staff/ticket/131433/) | 2026-05-29 16:32:16+00:00 | 3.00 | INBOUND | MX4200 | ACCESS | Agent promised to email reset/reconfiguration instructions but did not confirm sending them. Call ended without resolution. | | [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) | 2026-05-29 17:14:45+00:00 | 1.30 | INBOUND | WHW03 | ACCESS | Customer to wait for email with generic steps; no confirmation of resolution path. | | [#LTS00131446](https://linksys.happyfox.com/staff/ticket/131446/) | 2026-05-29 17:23:11+00:00 | 3.10 | INBOUND | EA7200 | CONNECTIVITY | Agent will email the customer generic reset and wired-test instructions; customer to perform those steps. | | [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) | 2026-05-29 17:37:27+00:00 | 1.80 | INBOUND | MX2000 | SETUP | No resolution achieved; child node remained purple; agent did not confirm successful pairing or set a clear follow-up plan. | | [#LTS00122717](https://linksys.happyfox.com/staff/ticket/122717/) | 2026-05-29 20:31:46+00:00 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | Agent will email step-by-step instructions for factory reset and reconfiguration. Customer to follow instructions and regain admin access. | | [#LTS00131492](https://linksys.happyfox.com/staff/ticket/131492/) | 2026-05-29 21:01:15+00:00 | 3.10 | INBOUND | MR2000 | ACCESS | Agent will email a guide on accessing the router locally to view activity logs. | | [#LTS00108969](https://linksys.happyfox.com/staff/ticket/108969/) | 2026-05-29 22:05:20+00:00 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | Agent will send an email containing basic setup/reset instructions; customer may call back or opt for $15 paid support. | | [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/) | 2026-05-29 22:21:17+00:00 | 1.10 | INBOUND | MX5300 | CONNECTIVITY | Agent promised to send email with generic troubleshooting steps; no fix attempted or confirmed. | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-29 22:53:48+00:00 | 1.50 | INBOUND | WRT310N | SETUP | Advised customer to contact the router manufacturer's technical support. |