# trecia.malunjao@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 | | --- | --- | --- | --- | --- | --- | | 16 | 33m 58s | WHW03 | CONNECTIVITY | 16 | 1 | ## Work Mix Lens - Frontline-heavy week: 18 LTS queue calls vs 1 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 | 2.56 | 16 | | Protocol | 1.81 | 16 | | Communication | 2.06 | 16 | | Overall | 2.38 | 16 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 62m 22s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | SPN | 6 | 34m 26s | 2.40 | 2.33 | 1.67 | 2.33 | | | WHW | 8 | 29m 29s | 2.47 | 2.75 | 1.75 | 2.12 | | | MX | 2 | 25m 6s | 3.00 | 3.50 | 2.00 | 2.00 | | | OTHER | 1 | 6m 51s | 1.80 | 3.00 | 2.00 | 1.00 | | | EA | 1 | 6m 3s | 3.00 | 4.00 | 2.00 | 2.00 | | **Key Observations** - LN is the slowest family at 62m 22s; outlier: 2.3x weekly median handle time. - SPN is one of the slowest families at 34m 26s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 36m 25s | 2.23 | 2.31 | 1.77 | 2.08 | ✓ | | ACCESS | 2 | 11m 4s | 2.40 | 2.00 | 2.50 | 1.50 | | | SETUP | 1 | 67m 43s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 9m 30s | 2.80 | 5.00 | 3.00 | 3.00 | | ## Week-over-Week Movement - Overall moved up 0.39 vs. last week. - Accuracy moved up 0.35 vs. last week. - Communication moved up 0.18 vs. last week. - Average handle time moved up by 4m 51s. - Family swing: WHW handle time moved up by 20m 45s vs. last week. - Family swing: SPN handle time moved up by 16m 08s vs. last week. - Family swing: MX handle time moved down by 7m 46s vs. last week. ## What Went Well 1. **Accurate mesh topology guidance** > *"Wired child nodes must connect to the Linksys parent node or a switch attached to it, not the ISP router."* [#LTS00130834](https://linksys.happyfox.com/staff/ticket/130834/) 2. **Clear password recovery path** > *"Use the recovery key on the router label to reset the admin password."* [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) 3. **Polite closure with self-help** > *"I’ve emailed a reset guide — please try these steps and reply if you need further assistance."* [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) --- ## Growth Opportunities 1. **Technical accuracy in mesh troubleshooting** > *"Wi-Fi 5 supports up to 2 Gbps"* ❌ *(Typical max ~866 Mbps on 5 GHz band)* **Next step**: Always verify product family and reference KB for speed limits before advising. [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) 2. **Protocol rigor in case closure** > *"Customer advised to relocate nodes without verification of internet connectivity."* **Next step**: Confirm WAN status and document outcomes before closing. [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) --- ## Next Week's Focus - **Collect model/serial upfront** for all mesh/Wi-Fi calls — prevents generic guidance. - **Verify WAN connectivity** after every reset/reconfiguration step. - **Use model-specific reset durations** (e.g., 10–15s for extenders, not 20s). - **Set explicit follow-up expectations** (e.g., callback window, email summary). --- ## Technical Accuracy ### **Improvement**: Materially incorrect Wi-Fi 5 speed claim > *"Wi-Fi 5 supports up to 2 Gbps"* *Note*: Contradicts KB — typical max ~866 Mbps on 5 GHz band. [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) ### **Improvement**: Incorrect Velop LED interpretation > *"Nodes turned solid green"* *Note*: Velop shows solid purple (ready) or white (online), not green. [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) ### **Improvement**: Expired warranty denial > *"No support available due to expired warranty"* *Note*: Basic password retrieval and self-help always available regardless of warranty. [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) ### **Improvement**: Admin password confusion > *"Router admin password is the same as Wi‑Fi password"* *Note*: LN1600 uses default ‘admin’ or recovery key — never Wi‑Fi password. [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) --- ## Coaching Moments *No additional coaching moments extracted after technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) — Resolved by Level 2 - **What L1 saw**: LN1600 child node solid red, failing to pair after resets. - **Why it escalated**: L1 provided incorrect admin password guidance and failed to validate hardware/firmware. - **What L2 did**: 1. Verified firmware versions and WAN status. 2. Guided through 5-press pairing (valid for LN1600). 3. Confirmed node LED progression to solid white. - **L1 learning points**: - Confirm product family (LN = Cognitive Mesh) before pairing method. - Never equate admin password with Wi‑Fi password. - Validate WAN and LED states after every reset. --- ## Coach Appendix *Highest-signal trend*: **Inconsistent technical accuracy** in mesh node troubleshooting (incorrect speed limits, LED states, password guidance) drives prolonged handle times and low accuracy scores. Focus next week on model-specific KB validation and WAN verification protocols to reduce LN/SPN outliers. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 09:38:53+00:00 | 1.80 | OUTBOUND | WHW03 | CONNECTIVITY | Schedule a callback to complete the mesh rebuild and verify speed improvement. | | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 10:11:38+00:00 | 3.00 | OUTBOUND | WHW03 | CONNECTIVITY | Speed improved after node reboot and repositioning; no further action required. | | [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) | 2026-05-25 10:44:16+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | No confirmed resolution. Customer advised to relocate nodes without verification of internet connectivity. | | [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) | 2026-05-25 14:42:10+00:00 | 1.80 | INBOUND | VLP01 | ACCESS | No resolution or next step provided; customer was incorrectly told no support could be offered due to expired warranty. | | [#LTS00130834](https://linksys.happyfox.com/staff/ticket/130834/) | 2026-05-26 10:04:19+00:00 | 3.00 | OUTBOUND | MX5500 | CONNECTIVITY | Customer will rewire according to agent's guidance; agent available for callback if issue persists. | | [#LTS00130846](https://linksys.happyfox.com/staff/ticket/130846/) | 2026-05-26 12:42:21+00:00 | 3.00 | INBOUND | EA7200 | CONNECTIVITY | Customer declined paid support; no self-help or alternative guidance provided. | | [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) | 2026-05-26 13:03:29+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Customer to follow emailed guide: factory reset node, place near parent, use Pair button. No follow-up scheduled. | | [#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/) | 2026-05-27 10:29:51+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Ticket created and emailed to the customer; advised to monitor router lights and reopen the case if the problem returns. | | [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-27 10:58:41+00:00 | 3.00 | INBOUND | SPNMX55CF | CONNECTIVITY | Agent advised customer to return the unit to Amazon or request a replacement from the ISP without validating compatibility or offering troubleshooting steps. | | [#LTS00131021](https://linksys.happyfox.com/staff/ticket/131021/) | 2026-05-27 12:30:25+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will email guide for factory reset and reconfiguration. Customer to attempt proper 10-second reset and verify WAN status if issue persists. | | [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) | 2026-05-27 13:20:14+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Customer reset router admin password using recovery key and regained access to router settings and internet. | | [#LTS00131041](https://linksys.happyfox.com/staff/ticket/131041/) | 2026-05-27 14:21:46+00:00 | 2.80 | INBOUND | SPNM60CF | NO TROUBLESHOOTING NEEDED | Informed customer that WPS is not supported; no further steps provided. | | [#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/) | 2026-05-28 10:12:13+00:00 | 1.70 | INBOUND | SPNMX56CF | CONNECTIVITY | Advised customer to contact ISP (Community Fibre) without validating physical connection or correct troubleshooting path. | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:02:08+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | None provided; call ended without a clear path forward. | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:07:06+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will send a text message to allow the customer to schedule a callback with the appropriate representative. | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:18:24+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | No resolution; agent suggested paid support. Recommend modem activation verification, correct factory reset (10-15s), and topology confirmation per KB. | | [#LTS00131223](https://linksys.happyfox.com/staff/ticket/131223/) | 2026-05-28 13:45:38+00:00 | 2.50 | INBOUND | SPNM60TB | CONNECTIVITY | Advised customer to contact Ring support for possible firmware updates and retry connecting the doorbell to the 2.4 GHz network. | | [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) | 2026-05-29 08:29:37+00:00 | 1.80 | INBOUND | LN1600 | CONNECTIVITY | Escalated to senior technical support; customer to be contacted within 24–48 hours. | | [#LTS00131385](https://linksys.happyfox.com/staff/ticket/131385/) | 2026-05-29 10:59:36+00:00 | 1.40 | INBOUND | SPNMX55GC | SETUP | No fix achieved; recommend Level-2 escalation and full mesh rebuild per KB. |