# regin.magnetico@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 | 14m 43s | WHW03 | CONNECTIVITY | 44 | — | ## Work Mix Lens - Frontline-heavy week: 52 LTS queue calls vs 0 TE-owned calls. - Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps. - Merged HappyFox agent aliases: Regin Magnetico, regin.magnetico@concentrix.com ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.70 | 45 | | Protocol | 1.90 | 45 | | Communication | 2.30 | 45 | | Overall | 2.50 | 45 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 2 | 69m 30s | 1.65 | 1.50 | 1.50 | 2.00 | Outlier: 4.0x weekly median handle time | | WHW | 13 | 30m 10s | 2.29 | 2.23 | 1.62 | 2.15 | Outlier: 1.7x weekly median handle time | | OTHER | 7 | 20m 26s | 2.29 | 3.14 | 1.43 | 1.57 | | | LN | 1 | 19m 24s | 3.70 | 5.00 | 2.00 | 2.00 | | | MX | 12 | 17m 39s | 2.31 | 2.75 | 1.92 | 2.25 | | | SPN | 2 | 16m 56s | 2.90 | 3.00 | 2.00 | 2.50 | | | EA | 3 | 14m 26s | 2.50 | 1.67 | 2.00 | 2.33 | | | MR | 6 | 14m 18s | 2.23 | 2.67 | 1.33 | 2.00 | | | MBE | 2 | 8m 52s | 3.10 | 3.50 | 2.00 | 3.50 | | | E | 5 | 7m 11s | 1.98 | 2.40 | 1.60 | 2.00 | | **Key Observations** - RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time. - WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 16 | 20m 42s | 2.20 | 2.30 | 1.80 | 2.30 | ✓ | | SETUP | 13 | 18m 8s | 2.10 | 2.50 | 1.80 | 2.20 | ✓ | | ACCESS | 6 | 19m 19s | 2.60 | 3.30 | 1.70 | 2.20 | | | NO TROUBLESHOOTING NEEDED | 2 | 9m 37s | 2.30 | 3.00 | 1.50 | 2.50 | | ## Week-over-Week Movement - Average handle time moved up by 1m 39s. - Family swing: RE handle time moved up by 46m 19s vs. last week. - Family swing: SPN handle time moved down by 24m 32s vs. last week. - Family swing: MX handle time moved down by 11m 11s vs. last week. ## What Went Well 1. **Accurate model identification and warranty guidance** > Correctly identified MX5500 model and communicated warranty expiration based on purchase date. [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) 2. **Professional, patient communication** > Maintained calm tone and acknowledged customer frustration during mesh setup discussion. [#LTS00130652](https://linksys.happyfox.com/staff/ticket/130652/) 3. **Concrete self-help paths** > Provided clear next steps (e.g., power-cycling, Wi‑Fi Fixit guide email) even when issues persisted. [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) --- ## Growth Opportunities 1. **Technical accuracy in LED interpretation and reset procedures** > Incorrectly stated solid purple LED on Hydra Pro 6E indicates no internet (KB states solid purple = setup ready). > **Next step**: Always verify LED states against KB before advising customers. [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) 2. **Protocol adherence before paid support** > Offered paid support without exhausting free troubleshooting (e.g., no WAN check, no basic resets). > **Next step**: Perform at least three safe, documented troubleshooting steps before escalating to paid options. [#LTS00131396](https://linksys.happyfox.com/staff/ticket/131396/) --- ## Next Week's Focus 1. **LED validation checklist**: Confirm LED meanings per KB before advising customers (e.g., solid purple = setup ready, not “no internet”). 2. **Pre-paid support protocol**: Complete power cycle, WAN check, and basic resets before offering paid sessions. 3. **Serial number & case discipline**: Collect serial numbers and create HappyFox cases on *every* call to ensure accountability. 4. **PCI compliance**: Avoid collecting full credit card details over the phone; use secure portals only. --- ## Technical Accuracy ### **Improvement** - **Incorrect LED guidance on Hydra Pro 6E** > “Solid purple means the router is not providing internet.” *Note*: Contradicts KB; solid purple = setup ready. [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) ### **Improvement** - **Invalid 5-press reset on MR9000 Velop** > “Press and hold reset for 5 presses.” *Note*: MR9000 requires 10-second hold, not 5-press method. [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) ### **Improvement** - **Misinterpreted WHW03 reset LED** > “Solid red means reset complete.” *Note*: WHW03 reset ends with solid purple, not red. [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) ### **Strength** - **Accurate MX5500 warranty communication** > “Device is out of warranty based on purchase date.” *Note*: Correctly applied three-year support policy. [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did **No escalated case learning was available for this report.** --- ## Coach Appendix - **Weekly trend**: Frontline-heavy week with prolonged handle times in RE and WHW families. Protocol adherence and technical accuracy need tightening, especially around LED interpretation and reset procedures. - **Key pattern**: Frequent jumps to paid support without exhausting free troubleshooting steps. PCI compliance risks observed in card-data collection. - **Evidence**: See CONNECTIVITY and SETUP drill-down categories for repeated protocol gaps; review calls #LTS00131042 and #LTS00131396 for LED/reset inaccuracies. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 13:05:51+00:00 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Customer to purchase a 12V 1A power adapter compatible with E5400 and submit receipt via email for warranty consideration. | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 14:04:23+00:00 | 3.00 | INBOUND | WHW03 | ACCESS | Customer to perform power‑cycle steps and review the Wi‑Fi Fixit guide; no further action taken during the call. | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 14:46:39+00:00 | 1.30 | INBOUND | E1000 | SETUP | Agent recommended purchasing a new router due to device being end-of-life. | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 15:54:41+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent promised to email a Wi-Fi fix guide and advised resetting child nodes after power cycling. | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 19:38:11+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Send email with detailed instructions on how to log into the router’s admin page (http://192.168.1.1 or http://myrouter.local) and enable the 2.4 GHz band or disable the 5 GHz band. | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 20:09:57+00:00 | 3.90 | INBOUND | WHW03 | HARDWARE | Agent confirmed compatibility; customer will purchase the accessory. | | [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) | 2026-05-26 12:40:12+00:00 | 3.00 | INBOUND | LAPAC170C | ACCESS | Escalated to higher-tier support; customer to await update within 24 hours. | | [#LTS00130860](https://linksys.happyfox.com/staff/ticket/130860/) | 2026-05-26 13:27:07+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Advised to contact Petcube manufacturer for device-specific troubleshooting and consider replacing the faulty mesh node; no definitive fix achieved. | | [#LTS00130875](https://linksys.happyfox.com/staff/ticket/130875/) | 2026-05-26 14:58:06+00:00 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Agent promised to email band-separation instructions but performed no troubleshooting or validation | | [#LTS00130878](https://linksys.happyfox.com/staff/ticket/130878/) | 2026-05-26 15:06:36+00:00 | 3.00 | INBOUND | SPNMX56CF | SETUP | Router is functional for Wi-Fi use; app pairing issue not resolved. Advised firmware updates are ISP-controlled. No further steps provided for app pairing. | | [#LTS00130894](https://linksys.happyfox.com/staff/ticket/130894/) | 2026-05-26 15:56:13+00:00 | 1.40 | INBOUND | RE6300 | SETUP | Agent incorrectly declared the issue resolved at [88:00] despite extender still showing solid amber and failing to provide reliable internet. Promised email instructions were never confirmed as sent or received. | | [#LTS00130923](https://linksys.happyfox.com/staff/ticket/130923/) | 2026-05-26 18:27:40+00:00 | 1.20 | INBOUND | VLP01 | CONNECTIVITY | Agent stated the device is obsolete but capable of up to 1 Gbps and directed customer to support.linksys.com. | | [#LTS00130927](https://linksys.happyfox.com/staff/ticket/130927/) | 2026-05-26 18:42:53+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Customer reports nodes are now stable and will continue on his own. | | [#LTS00130931](https://linksys.happyfox.com/staff/ticket/130931/) | 2026-05-26 18:54:20+00:00 | 1.50 | INBOUND | MX4301 | SETUP | Agent will email the customer a receipt submission address; customer to send Walmart receipt for warranty verification. No technical fix provided. | | [#LTS00130938](https://linksys.happyfox.com/staff/ticket/130938/) | 2026-05-26 19:27:15+00:00 | 1.10 | INBOUND | E1000 | SETUP | No resolution provided; customer advised to purchase new MX2000 without self-help path or follow-up. | | [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) | 2026-05-26 19:51:17+00:00 | 3.00 | INBOUND | MX55EC3 | CONNECTIVITY | Offered paid support ($15 for 60 minutes) or emailed self-help Wi-Fi fix guide with reset/reconfigure instructions. | | [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) | 2026-05-26 20:35:25+00:00 | 3.70 | INBOUND | LN3101 | CONNECTIVITY | Wi-Fi connectivity restored; issue resolved. | | [#LTS00131025](https://linksys.happyfox.com/staff/ticket/131025/) | 2026-05-27 12:51:07+00:00 | 1.90 | INBOUND | RE6300 | SETUP | Agent promised to email step-by-step instructions; no functional fix achieved. Customer left with non-functional extender and no clear path forward. | | [#LTS00131032](https://linksys.happyfox.com/staff/ticket/131032/) | 2026-05-27 13:32:00+00:00 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | None; call ended without assistance or next steps. | | [#LTS00131032](https://linksys.happyfox.com/staff/ticket/131032/) | 2026-05-27 13:40:17+00:00 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | Customer declined paid-support; no self-help path or concrete next steps provided. | | [#LTS00131037](https://linksys.happyfox.com/staff/ticket/131037/) | 2026-05-27 14:04:53+00:00 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | Offered paid support; no technical fix or self-help resources provided. | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026-05-27 15:04:33+00:00 | 1.10 | INBOUND | MR7500 | SETUP | No technical resolution. Agent provided incorrect LED guidance and offered paid support without troubleshooting. No actionable next steps or correct explanation provided. | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-27 15:49:41+00:00 | 1.10 | INBOUND | MX6200 | CONNECTIVITY | No valid resolution or next step established. Customer was told to plug back in and call back later without a defined plan. | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-27 16:28:28+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Customer to contact ISP to verify service status and call back if issue persists. | | [#LTS00131060](https://linksys.happyfox.com/staff/ticket/131060/) | 2026-05-27 17:35:02+00:00 | 1.90 | INBOUND | WHW01 | CONNECTIVITY | No definitive fix; agent incorrectly declared issue resolved after paid session ended. No escalation, callback, or self-help path offered. | | [#GI00131077](https://linksys.happyfox.com/staff/ticket/131077/) | 2026-05-27 18:58:25+00:00 | 1.50 | INBOUND | HT-6766BE | SETUP | No resolution or next step provided. | | [#LTS00131085](https://linksys.happyfox.com/staff/ticket/131085/) | 2026-05-27 19:26:06+00:00 | 1.80 | INBOUND | MR9600 | ACCESS | Offered paid support; no password reset was completed or verified. Customer ended call without confirmed resolution. | | [#LTS00131092](https://linksys.happyfox.com/staff/ticket/131092/) | 2026-05-27 20:29:29+00:00 | 3.10 | INBOUND | MX5300 | SETUP | Email with Wi-Fi fix-it guide sent to customer for self-help reset and reconfiguration. | | [#LTS00131205](https://linksys.happyfox.com/staff/ticket/131205/) | 2026-05-28 12:21:18+00:00 | 3.10 | INBOUND | E900 | CONNECTIVITY | Recommend purchase of MX2000 (KB-aligned replacement) and offer future setup assistance. | | [#LTS00131207](https://linksys.happyfox.com/staff/ticket/131207/) | 2026-05-28 12:26:04+00:00 | 2.80 | INBOUND | EA7200 | ACCESS | Wi-Fi SSID and password changed; customer reported devices can reconnect successfully. | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 13:09:38+00:00 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Customer accessed the router UI via myrouter.local. No guidance provided for disabling IPv6. Call closed without follow-up or escalation path. | | [#LTS00130652](https://linksys.happyfox.com/staff/ticket/130652/) | 2026-05-28 15:47:35+00:00 | 2.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | None provided. Customer was not guided to access the router admin page to rename the SSID or verify device connections. | | [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) | 2026-05-28 16:02:48+00:00 | 1.40 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Suggested contacting Spectrum for an extender or trying a wired connection; no configuration steps provided. | | [#LTS00131268](https://linksys.happyfox.com/staff/ticket/131268/) | 2026-05-28 16:59:46+00:00 | 3.00 | INBOUND | LAPAC1200C | ACCESS | None provided; call ended without a solution or clear next step. | | [#LTS00131268](https://linksys.happyfox.com/staff/ticket/131268/) | 2026-05-28 17:23:17+00:00 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | No resolution achieved. Agent did not confirm data collection, initiate deletion, or communicate next steps. | | [#LTS00131275](https://linksys.happyfox.com/staff/ticket/131275/) | 2026-05-28 17:44:55+00:00 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | Customer to provide photos of access points via email; agent to follow up after confirming receipt and next steps. If email fails, escalate for alternative verification. | | [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) | 2026-05-28 18:59:41+00:00 | 1.70 | INBOUND | EA7300 | CONNECTIVITY | Offered paid support ($15 for 60 min) and directed to incorrect URL (supportlinksys.com). No troubleshooting performed. | | [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) | 2026-05-29 12:20:47+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Agent incorrectly confirmed reset based on solid red LED and network visibility; no correct procedure provided or verified. | | [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) | 2026-05-29 12:48:20+00:00 | 3.00 | INBOUND | MR9000 | SETUP | Internet restored using default credentials; customer advised to change Wi-Fi name/password later via router admin page. | | [#LTS00131396](https://linksys.happyfox.com/staff/ticket/131396/) | 2026-05-29 13:31:31+00:00 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Offered paid support or to email a generic Wi-Fi fix-it guide; promised to send guide within 3–5 minutes. | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 13:54:26+00:00 | 2.10 | INBOUND | MBE7000 | SETUP | Two nodes are solid blue; third node still flashing. Customer should confirm final LED state (solid white) after waiting a few minutes. If still flashing, perform 5-press pairing on the parent node or add the node via web UI (http://192.168.1.1). Account-login issue requires separate handling (password reset or profile recovery). | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 14:07:13+00:00 | 4.10 | INBOUND | MBE7000 | SETUP | All nodes reached solid white; customer confirmed network was operational and was advised nodes could be relocated. | | [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 14:20:42+00:00 | 3.00 | INBOUND | MX2000 | SETUP | Network is online; customer can now place the remaining WHW nodes in their intended locations and use the app to adjust SSID/password. New MX2000 units are in warranty if further issues arise. | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 14:32:27+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will email detailed self‑help steps; paid support offered if needed. | | [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 15:00:39+00:00 | 1.50 | INBOUND | MX2000 | SETUP | Customer to update SSID/password in the app and reconnect; no verification or follow-up provided. | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 15:29:05+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Partial recovery achieved by reassigning a child node as parent; original parent remains defective. Recommend proper Velop mesh rebuild and hardware assessment. | | [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) | 2026-05-29 17:21:05+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer was left to wait for firmware update completion without guidance on mesh reset/re-pair or verification of connectivity. No concrete resolution was confirmed. | | [#LTS00131455](https://linksys.happyfox.com/staff/ticket/131455/) | 2026-05-29 17:52:39+00:00 | 2.70 | INBOUND | MX2000 | ACCESS | Advised that remote access is discontinued and router must be managed locally; no further steps provided for account recovery. | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-05-29 20:02:51+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Issue not resolved; ticket created (131479). Customer advised to call back or contact vacuum manufacturer. | | [#LTS00131484](https://linksys.happyfox.com/staff/ticket/131484/) | 2026-05-29 20:39:33+00:00 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | Advised customer to return the VLP01 and purchase an MX2000 or MX4200, with no troubleshooting or support path provided. | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 20:49:04+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Paid‑support session was purchased; a technician must perform a full mesh rebuild per KB. | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:00:06+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | One node achieved solid green and internet access, but two others remain non-functional. No resolution path established. Recommend hardware diagnostic and possible RMA. | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:57:53+00:00 | 1.30 | OUTBOUND | WHW03 | SETUP | Agent incorrectly declared the issue resolved and closed the paid session as complete without verification. |