# paulo.real@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 |
| --- | --- | --- | --- | --- | --- |
| 13 | 32m 19s | MX2000 | CONNECTIVITY | 13 | 7 |

## Work Mix Lens
- Hybrid week: 7 LTS queue calls and 7 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 | 2.40 | 13 |
| Protocol | 1.60 | 13 |
| Communication | 2.10 | 13 |
| Overall | 2.10 | 13 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 5 | 43m 3s | 1.86 | 2.00 | 1.40 | 2.20 | Outlier: 1.5x weekly median handle time |
| EA | 3 | 41m 59s | 2.07 | 2.00 | 1.67 | 2.00 | Outlier: 1.5x weekly median handle time |
| E | 1 | 36m 56s | 3.20 | 4.00 | 2.00 | 2.00 |  |
| OTHER | 1 | 18m 38s | 3.60 | 5.00 | 2.00 | 3.00 |  |
| MR | 3 | 13m 15s | 2.33 | 3.33 | 2.00 | 2.00 |  |
| WHW | 1 | 8m 11s | 1.30 | 1.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 43m 3s; outlier: 1.5x weekly median handle time.
- EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 6 | 36m 36s | 1.90 | 2.30 | 1.70 | 2.20 | ✓ |
| SETUP | 2 | 29m 27s | 2.40 | 3.00 | 2.00 | 2.00 |  |
| ACCESS | 2 | 13m 27s | 2.10 | 3.00 | 1.50 | 1.50 |  |
| NO TROUBLESHOOTING NEEDED | 2 | 22m 53s | 2.70 | 3.00 | 1.50 | 3.00 |  |
| HARDWARE | 1 | 23m 9s | 1.20 | 1.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.33 vs. last week.
- Accuracy moved down 0.60 vs. last week.
- Average handle time moved up by 7m 08s.
- Family swing: WHW handle time moved down by 5m 20s vs. last week.

## What Went Well

1. **Effective E5400 Setup Guidance**  
   > “Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.”  
   [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/)

2. **Clear Local Access Instructions**  
   > “Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported.”  
   [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)

---

## Growth Opportunities

1. **Technical Accuracy in Troubleshooting**  
   > “Incorrect reset duration (1 minute) instructed for MR6350; KB specifies 10–15 seconds.”  
   [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)  
   *What “good” looks like*: Always verify reset durations against KB; never instruct unsupported durations.

2. **Structured Troubleshooting for Connectivity**  
   > “No basic troubleshooting performed despite storm-related trigger; no power cycle, LED check, or WAN verification.”  
   [#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/)  
   *What “good” looks like*: For post-outage issues, always validate WAN status, perform LED diagnostics, and document findings before escalating.

---

## Next Week's Focus

1. **Validate reset durations** against KB before instructing customers (e.g., 10–15 seconds for mesh nodes).
2. **Adopt a troubleshooting checklist** for connectivity issues: WAN check → LED validation → signal test → topology verification.
3. **Collect serial numbers and warranty status** on every call to enable accurate support pathing.
4. **Improve empathy for non-technical customers** — break complex steps into bullet points and confirm understanding.

---

## Technical Accuracy

### **Improvement**  
> “Incorrect reset duration (1 minute) instructed for MR6350; KB specifies 10–15 seconds.”  
[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)  
*Note*: Always cross-reference KB for device-specific reset procedures to avoid instability.

### **Improvement**  
> “Incorrect LED interpretation for EA8300; agent stated green/blue instead of solid white.”  
[#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/)  
*Note*: Solid white = ready; amber/red = fault. Use KB-defined LED states for accurate diagnosis.

### **Strength**  
> “Accurate and effective guidance for E5400 setup.”  
[#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/)  
*Note*: Technical steps aligned with EA Series KB, resolving customer issue fully.

### **Improvement**  
> “No structured troubleshooting or validation of mesh topology.”  
[#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/)  
*Note*: For mesh issues, always verify node connectivity, signal strength, and topology before concluding.

---

## Coaching Moments

*No additional coaching moments extracted after technical review.*

---

## Escalation Lessons: What L2 Did

### [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) — Resolved by Level 2

- **What L1 saw**: Intermittent Wi‑Fi loss on MX6200 mesh; customer claimed wired backhaul but provided incorrect guidance (channel-finder, app password misuse).
- **Why it escalated**: L1 failed to verify WAN status, firmware, or signal strength; provided technically inaccurate instructions.
- **What L2 did**: *No L2 resolution steps documented in local snapshot* — case resolved off-system or via external escalation.
- **Current state**: Resolved.
- **L1 learning points**:  
  1. Always verify WAN/internet status before troubleshooting Wi‑Fi.  
  2. Correct channel-finder is automatic; do not instruct manual triggers.  
  3. App login uses cloud credentials, not router password.

### [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) — Resolved by Level 2

- **What L1 saw**: E5400 not configuring after ISP modem bridge; customer needed Wi‑Fi setup.
- **Why it escalated**: L1 initiated unsupported remote session and omitted protocol steps (serial/warranty collection).
- **What L2 did**: Guided physical wiring, Wi‑Fi configuration via admin UI, and speed-test validation.
- **Current state**: Resolved.
- **L1 learning points**:  
  1. Avoid unsupported remote tools; use KB-approved methods.  
  2. Collect serial number and verify warranty status for hardware setup.  
  3. Provide router admin URL (myrouter.local or http://[IP]).

### [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Resolved by Level 2

- **What L1 saw**: MX2000 child node blinking blue, refusing to connect; customer unsure of module topology.
- **Why it escalated**: L1 provided generic power-cycle without diagnostics or topology verification.
- **What L2 did**: Performed full mesh diagnostics, confirmed correct module connections, and validated topology.
- **Current state**: Resolved.
- **L1 learning points**:  
  1. For mesh issues, verify LED states, signal strength, and node topology.  
  2. Use 5-press recovery only after confirming no hardware fault.  
  3. Document all troubleshooting steps for clean handoff.

---

## Coach Appendix

*Internal context only*:  
- **Primary trend**: Technical inaccuracies (reset durations, LED states) and incomplete troubleshooting for connectivity issues drove most escalations.  
- **Action items for next coaching**:  
  - Review KB articles for reset procedures and LED definitions weekly.  
  - Implement a structured connectivity troubleshooting flowchart (WAN → LED → signal → topology).  
  - Practice active listening and empathy scripts for non-technical customers.  
- **Evidence governance**: All quotes above are verbatim from provided data; no PII restored.

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) | 2026-05-25 20:36:26+00:00 | 1.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | Escalated to Level-2 technician; callback promised within 24 hours. |
| [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) | 2026-05-26 20:13:35+00:00 | 3.20 | INBOUND | E5400 | SETUP | Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required. |
| [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-05-26 21:54:03+00:00 | 2.60 | INBOUND | MR5500 | CONNECTIVITY | Perform a full power-cycle of the mesh system as described. Confirm correct module connection and topology. |
| [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-26 23:02:51+00:00 | 1.80 | OUTBOUND | MX2000 | CONNECTIVITY | Issue not resolved; recommend escalation for possible hardware replacement. |
| [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-27 02:21:42+00:00 | 1.30 | OUTBOUND | WHW01 | CONNECTIVITY | Node deemed defective; out of warranty; no replacement offered; no further troubleshooting or self-help provided. |
| [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) | 2026-05-28 01:42:49+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer to check email (including spam) for KB article; no further action taken by agent. |
| [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) | 2026-05-28 02:59:37+00:00 | 1.20 | INBOUND | MR6350 | HARDWARE | Agent concluded hardware failure and implied replacement was necessary. No KB article, email instructions, or actionable self-help steps provided. Customer left without resolution or clear path forward. |
| [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-28 22:19:39+00:00 | 3.20 | OUTBOUND | MR5500 | ACCESS | Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported. |
| [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 23:28:43+00:00 | 1.00 | INBOUND | MX6200 | ACCESS | None – insufficient information. |
| [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-29 21:27:11+00:00 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | No definitive resolution; advise customer to place device near parent router and use Enphase app for Wi‑Fi setup, or consider Ethernet backhaul; schedule follow‑up if issue persists. |
| [#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/) | 2026-05-30 00:40:48+00:00 | 3.60 | INBOUND | SE3005 | NO TROUBLESHOOTING NEEDED | Purchase and install a router; connect the existing SE3005 V2 switch to the router for additional Ethernet ports. |
| [#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/) | 2026-05-30 02:30:19+00:00 | 1.80 | INBOUND | EA6100 | SETUP | Agent offered paid support ($15 for 1 hour) or a KB article on resetting/reconfiguring the router. Article emailed to customer. |
| [#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/) | 2026-05-30 02:31:39+00:00 | 1.40 | INBOUND | EA8300 | CONNECTIVITY | Email sent with reset guide to incorrect address; no confirmed fix or follow-up path. |
| [#LTS00131531](https://linksys.happyfox.com/staff/ticket/131531/) | 2026-05-30 02:32:12+00:00 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | Customer advised to verify internet by connecting laptop directly to the modem and, if still offline, to call Spectrum again. Article with router re‑configuration steps was emailed. |