# rubierosa.levi@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 |
| --- | --- | --- | --- | --- | --- |
| 7 | 26m 53s | MX2000 | ACCESS | 7 | 2 |

## Work Mix Lens
- Frontline-heavy week: 5 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 | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time |
| MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 |  |
| MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 |  |
| WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
- MBE is one of the slowest families at 37m 30s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 3 | 34m 18s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 |  |
| HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Accuracy moved down 0.55 vs. last week.
- Protocol moved up 0.21 vs. last week.
- Communication moved up 0.43 vs. last week.
- Average handle time moved up by 12m 42s.
- Family swing: SPN handle time moved up by 22m 01s vs. last week.
- Family swing: MX handle time moved up by 8m 40s vs. last week.

## What Went Well

1. **Clear communication under pressure**  
   > *"Yes, sir, that's good. Is, like, for example, um, the child node upstairs will connect to the child node downstairs, cuz, uh, that's in between, sir."*  
   [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)  
   *Consistently maintained polite, patient tone even when addressing complex mesh topology questions.*

2. **Effective ticket documentation**  
   All 7 calls resulted in documented HappyFox cases with complete model/serial collection where applicable, ensuring continuity for follow-up.

---

## Growth Opportunities

1. **Technical accuracy in model-specific guidance**  
   > *"Provided wrong admin URL ([REDACTED_PHONE] - KB states [REDACTED_PHONE] or http://myrouter.info for SPNM)"*  
   [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/)  
   **Next step**: Before instructing login access, verify model-specific admin URLs in KB (e.g., SPNM42 uses http://myrouter.info, MX6200 uses https://[REDACTED_PHONE]).

2. **Protocol adherence for hardware issues**  
   > *"Did not collect product model, serial number, or warranty information — a fundamental protocol failure for hardware troubleshooting."*  
   [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)  
   **Next step**: Always collect model, serial, and warranty status within the first 2 minutes of hardware-related calls to enable accurate support pathing.

---

## Next Week's Focus

1. **Model-specific verification**: Cross-check KB for admin URLs, reset procedures, and pairing commands *before* guiding customers – especially for SPN/MX series.
2. **Early information gathering**: Script model/serial/warranty collection for all hardware and access issues in the first 3 minutes of the call.
3. **Escalation readiness**: When hitting technical limits (e.g., error 2123), document exact symptoms, collect sysinfo/logs, and hand off with clear L2-ready notes.
4. **Closure hygiene**: For unresolved cases, set explicit follow-up expectations (e.g., "I’ll email the KB article by EOD; please reply with results") and update HappyFox status accordingly.

---

## Technical Accuracy

### **Improvement**  
> *"Agent provided incorrect admin URL for SPNM42 router, leading to unresolved access issue."*  
[#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/)  
*Used [REDACTED_PHONE] instead of model-specific http://myrouter.info – caused 48-minute call without resolution.*

### **Improvement**  
> *"Agent provided incorrect wiring topology for MX2000 setup, leading to unresolved connectivity issue."*  
[#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)  
*Instructed MX2000 WAN → Asus LAN (creates double-NAT) instead of WAN → modem/ONT per KB universal_isp_compatibility.md.*

### **Improvement**  
> *"Agent provided false technical explanation for error 2123, reflecting severe misunderstanding."*  
[#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)  
*Claimed error was due to “merchant file with invalid syntax” – no such component or error cause exists in Linksys systems.*

---

## Coaching Moments

*No additional coaching moments were extracted after the technical review.*

---

## Escalation Lessons: What L2 Did

### [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) — Resolved by Level 2  
- **What L1 saw**: Customer couldn’t log into Linksys app admin despite correct password; SPNM42 router with solid blue LED but app showed “incorrect password”.  
- **Why it escalated**: L1 provided invalid admin URLs (myrouter.local, [REDACTED_PHONE]) and incorrect reset procedure (20s press vs KB 10s).  
- **What L2 did**:  
  - Verified correct admin URL (http://myrouter.info)  
  - Guided through proper 10s reset with pink light confirmation  
  - Confirmed warranty status and offered replacement if unresolved  
- **Current state**: Resolved after callback and password reset confirmation.  
- **L1 learning points**:  
  1. Always use model-specific admin URLs – SPNM42 ≠ MX6200.  
  2. Reset duration must match KB (10s for SPNM, not 20s).  
  3. Confirm LED states match expected behavior before declaring “invalid password”.

### [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) — Resolved by Level 2  
- **What L1 saw**: MX6200 showing error 2123 in app, zero devices online despite solid blue node LEDs.  
- **Why it escalated**: L1 insisted on node restart without logging app behavior or addressing customer’s request for log review.  
- **What L2 did**:  
  - Requested sysinfo logs via email  
  - Explained error 2123 often indicates cloud service discontinuity (Linksys Smart WiFi sunset)  
  - Guided through manual log collection and analysis  
- **Current state**: Resolved after logs confirmed cloud service issue; customer retained local access.  
- **L1 learning points**:  
  1. For error 2123, collect app logs *before* suggesting resets.  
  2. Acknowledge customer requests for developer review – offer log collection paths.  
  3. MX6200 may require local UI access (myrouter.local) if cloud services are discontinued.

---

## Coach Appendix

*Highest-signal trend: Persistent technical inaccuracies in model-specific guidance (URLs, resets, error explanations) caused extended handle times and unresolved issues. Prioritize KB verification for SPN/MX series before customer interaction. Protocol gaps in early information gathering (model/serial/warranty) also contributed to escalation volume. Focus next week on structured model-specific checklists and escalation documentation standards.*

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/) | 2026-05-25 07:07:09+00:00 | 1.10 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| [#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/) | 2026-05-25 08:26:44+00:00 | 1.80 | INBOUND | MBE7000 | ACCESS | Agent promised to email an OpenWRT article; no technical resolution achieved. |
| [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) | 2026-05-26 10:02:29+00:00 | 1.20 | INBOUND | SPNMX42 | ACCESS | No resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 02:31:35+00:00 | 1.40 | INBOUND | MX6200 | ACCESS | None – agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/) | 2026-05-27 06:48:13+00:00 | 1.50 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/) | 2026-05-27 10:13:33+00:00 | 3.00 | INBOUND | SPNM62CF | HARDWARE | Advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/) | 2026-05-29 02:56:49+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |