# vennemir.calvin@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 |
| --- | --- | --- | --- | --- | --- |
| 34 | 12m 3s | WHW03 | CONNECTIVITY | 34 | 2 |

## Work Mix Lens
- Frontline-heavy week: 34 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 | 2.70 | 34 |
| Protocol | 1.80 | 34 |
| Communication | 2.20 | 34 |
| Overall | 2.40 | 34 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 11 | 24m 4s | 2.49 | 2.82 | 1.91 | 2.27 | Outlier: 1.9x weekly median handle time |
| MBE | 2 | 23m 42s | 3.15 | 4.00 | 2.00 | 2.50 | Outlier: 1.9x weekly median handle time |
| SPN | 3 | 17m 16s | 2.10 | 2.67 | 2.00 | 2.33 |  |
| WHW | 7 | 14m 50s | 2.20 | 2.57 | 1.71 | 2.00 |  |
| EA | 3 | 12m 38s | 1.83 | 1.33 | 1.33 | 1.67 |  |
| MR | 4 | 11m 24s | 2.15 | 1.75 | 1.50 | 1.75 |  |
| RE | 3 | 10m 33s | 2.07 | 2.00 | 1.33 | 1.67 |  |
| E | 3 | 6m 25s | 3.27 | 4.00 | 1.67 | 2.67 |  |
| LN | 1 | 6m 19s | 1.50 | 4.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 24m 4s; outlier: 1.9x weekly median handle time.
- MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 18 | 14m 45s | 2.20 | 2.60 | 1.80 | 2.10 | ✓ |
| SETUP | 9 | 11m 42s | 2.20 | 2.30 | 1.70 | 2.10 | ✓ |
| ACCESS | 5 | 11m 34s | 2.70 | 3.20 | 2.00 | 2.60 |  |
| CONFIGURATION | 1 | 4m 0s | 1.20 | 1.00 | 1.00 | 1.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.32 vs. last week.
- Accuracy moved up 0.42 vs. last week.
- Protocol moved up 0.23 vs. last week.
- Average handle time moved up by 4m 56s.
- Family swing: SPN handle time moved up by 10m 19s vs. last week.
- Family swing: MBE handle time moved up by 9m 44s vs. last week.
- Family swing: EA handle time moved up by 6m 01s vs. last week.

## What Went Well
- **Correct identification of non-Linksys products**: Agent correctly identified the product as TP-Link Deco and referred customer to TP-Link support without providing incorrect technical guidance.
- **Effective troubleshooting and resolution confirmation**: Agent successfully guided customer through factory reset and 5-press pairing, confirming resolution with solid white lights and Wi-Fi connectivity.

## Growth Opportunities
- **Incorrect technical guidance and protocol violations**: Agent provided incorrect support URL (support.com instead of support.linksys.com), failed to follow standard troubleshooting flow, and advised factory reset without model-specific guidance.
- **PCI compliance violations and premature resolution claims**: Agent collected full credit card details over unsecured phone line (PCI violation) and prematurely declared resolution when node reverted to red LED.

## Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence, especially in model identification and troubleshooting flow
- Address accuracy errors in technical guidance (e.g., incorrect URLs, unsupported methods)
- Enhance communication clarity and empathy, particularly during high-stress calls
- Reduce PCI compliance violations and premature resolution claims

## Technical Accuracy
**Improvement**
Agent provided incorrect support URL (support.com) instead of support.linksys.com, constituting a serious accuracy and safety risk.

**Improvement**
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

**Improvement**
Agent provided incorrect factory reset duration (20 seconds) for WHW03, contradicting KB guidance of 10 seconds.

**Improvement**
Agent provided materially false technical advice including 'new hard drive' and '50-50 chance of fix' for router issue, contradicting KB guidance.

**Strength**
Agent correctly identified non-Linksys product (TP-Link Deco) and appropriately referred customer to correct manufacturer support.

## Coaching Moments
No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did
### — — Resolved
- Call Outcome: Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:50:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalate for exceeding threshold Approved by Clark'}, {'timestamp': '2026-05-25 15:50:26', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 18:24:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 1:35 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Verify issue Cnode is closer to the main node 4 cnodes showing Nodes were reset already I ask if he has the app – doesnt have one I ask if he has a computer – he does Already in the pre login page Ask customer to click the image Ask to enter to admin – invalid Ask to enter a different one – done Will check DF SSID – showing _Velopsetup929 - 20J10M22A10523 _Velopsetup57C – 25F[REDACTED...'}, {'timestamp': '2026-05-25 18:25:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-27 15:08:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Call Flow: Caller ID: [REDACTED_PHONE] Opening Spiel = Customer Interaction with Agent: - Return Caller - Created an Account - Unable verify the account - Link expired after 48Hrs - Informed customer to send Screenshot - Ticket will be endorsed for escalation - 24-48 Hrs - Closing Spiel - EOC'}, {'timestamp': '2026-05-27 15:10:14', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi there! I hope this message reaches you well. Please attached the screenshots in regards to the verification issue for your Linksys Account Thank you! - Linksys Technical Support'}, {'timestamp': '2026-05-27 15:10:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:29:23', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:29:27', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-05-27 20:13:35', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "TE00092429 David Woodson [REDACTED_EMAIL] [REDACTED_PHONE] MX8500 43f10m37b[REDACTED_PHONE]L20M11B01189 Brightspeed Walmart - this ticket was claimed from the TE queue - callback time at 3:24 am MNL - the phone rings - heard the auto callback disclaimer - he had an acount for seceral years - he changed ISP to Spectrum - he have a new router - it asked to verify the account - he have the verification email - he clicked on the link but it don't work - discussed with him that the Linksys smart WiFi..."}, {'timestamp': '2026-05-27 20:13:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

## Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence, especially in model identification and troubleshooting flow; Address accuracy errors in technical guidance (e.g., incorrect URLs, unsupported methods); Enhance communication clarity and empathy, particularly during high-stress calls

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 12:27:06+00:00 | 1.30 | INBOUND | EA7300 | CONNECTIVITY | Customer to search for model number and find setup instructions online, despite being given an incorrect URL. |
| [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 13:05:31+00:00 | 2.40 | INBOUND | WHW01 | CONNECTIVITY | Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up. |
| [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) | 2026-05-25 15:44:33+00:00 | 3.00 | INBOUND | WHW01 | SETUP | Customer referred to TP-Link support hotline for further assistance with Deco mesh system. |
| [#LTS00130230](https://linksys.happyfox.com/staff/ticket/130230/) | 2026-05-25 16:52:50+00:00 | 1.50 | INBOUND | SPNMX55 | CONNECTIVITY | None – call ended without resolution or redirection. |
| [#LTS00130857](https://linksys.happyfox.com/staff/ticket/130857/) | 2026-05-26 13:17:10+00:00 | 3.00 | INBOUND | EA7300 | SETUP | Advised customer to contact Spectrum for on-site assistance; offered optional $15 paid support with no self-help alternative. |
| [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 14:05:09+00:00 | 1.10 | INBOUND | WHW03 | CONNECTIVITY | No resolution achieved. Agent did not confirm fix or establish a clear next step. |
| [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 14:25:19+00:00 | 1.50 | OUTBOUND | WHW03 | CONNECTIVITY | Customer to test the modem connection using a USB‑to‑Ethernet adapter or another device and contact the ISP if the issue persists. |
| [#LTS00130179](https://linksys.happyfox.com/staff/ticket/130179/) | 2026-05-26 17:43:09+00:00 | 1.80 | INBOUND | RE7000 | SETUP | Relocate extender; paid support offered; customer may replace unit. |
| [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 18:01:01+00:00 | 1.80 | INBOUND | MX5500 | CONNECTIVITY | Customer to contact ISP (Spectrum) to register the Linksys router’s MAC address or adjust firewall settings; agent to follow up if needed. |
| [#LTS00131018](https://linksys.happyfox.com/staff/ticket/131018/) | 2026-05-27 11:05:40+00:00 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | Customer to factory-reset the parent node, re-add it, send logs, and consider a recovery reset if drops continue. |
| [#LTS00131024](https://linksys.happyfox.com/staff/ticket/131024/) | 2026-05-27 12:46:59+00:00 | 4.00 | INBOUND | E2500 | CONNECTIVITY | Provided recommendation (MR5500) with price range and ordering method. |
| [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 15:02:42+00:00 | 3.10 | INBOUND | MX8500 | ACCESS | Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours. |
| [#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/) | 2026-05-27 16:35:47+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Customer declined paid support and will attempt factory reset independently; no further action scheduled. |
| [#LTS00095569](https://linksys.happyfox.com/staff/ticket/95569/) | 2026-05-27 17:24:47+00:00 | 1.50 | INBOUND | LN1100 | SETUP | No resolution achieved. Customer should access http://myrouter.local for further troubleshooting. |
| [#LTS00125542](https://linksys.happyfox.com/staff/ticket/125542/) | 2026-05-27 18:19:14+00:00 | 1.40 | INBOUND | RE7000 | SETUP | None provided. Customer left to self-troubleshoot without clear guidance. Correct next steps should include: (1) Confirm router model to provide model-specific reset instructions, (2) Guide customer to perform a factory reset (hold reset button for 10-15 seconds), (3) Access admin page via http://192.168.1.1 or http://myrouter.local after reset. |
| [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) | 2026-05-27 20:51:28+00:00 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | No resolution provided. Customer stated she would call back. No next steps, KB articles, or escalation path offered. |
| [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) | 2026-05-27 20:59:21+00:00 | 1.40 | INBOUND | MR8300 | CONNECTIVITY | No resolution. Incorrect advice given; issue unresolved. |
| [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) | 2026-05-27 21:17:02+00:00 | 3.00 | INBOUND | MR8300 | CONNECTIVITY | Password reset completed; customer regained access to the router admin interface. Warranty start date updated to November 18, 2024. |
| [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-05-28 12:19:44+00:00 | 3.00 | INBOUND | — | ACCESS | Customer will call back when near the router; agent will assist with recovery key and password reset at that time. |
| [#LTS00131208](https://linksys.happyfox.com/staff/ticket/131208/) | 2026-05-28 12:35:05+00:00 | 1.80 | INBOUND | SPNMX57CF | SETUP | Customer to contact Community Fiber for hardware replacement of the faulty node. |
| [#LTS00131214](https://linksys.happyfox.com/staff/ticket/131214/) | 2026-05-28 13:13:23+00:00 | 1.40 | INBOUND | WHW01 | SETUP | Customer advised to perform factory reset and use 'admin' as password; no successful login achieved or confirmed. |
| [#LTS00131222](https://linksys.happyfox.com/staff/ticket/131222/) | 2026-05-28 13:44:37+00:00 | 3.00 | INBOUND | E5350 | CONNECTIVITY | Suggested factory reset or contacting ISP; no further steps taken. |
| [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-28 13:55:28+00:00 | 3.00 | INBOUND | SPNMX55CF | CONNECTIVITY | None – agent provided no actionable recommendation or path forward. |
| [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-28 14:35:13+00:00 | 1.20 | INBOUND | EA9300 | SETUP | Agent incorrectly closed the call without confirming router configuration or internet connectivity. |
| [#LTS00131264](https://linksys.happyfox.com/staff/ticket/131264/) | 2026-05-28 16:58:33+00:00 | 1.90 | INBOUND | MX4200 | CONNECTIVITY | No valid resolution achieved. Node reverted to red LED. Customer left without a confirmed fix or clear next step. |
| [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 2026-05-28 19:08:52+00:00 | 1.20 | INBOUND | MR8300 | CONFIGURATION | Customer left with incorrect instructions to use 'Lynx app'; no valid resolution path provided. |
| [#LTS00131298](https://linksys.happyfox.com/staff/ticket/131298/) | 2026-05-28 19:41:52+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Customer directed to online KB for self-help; paid support offered but declined. |
| [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-28 19:55:04+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer to retry setup after reset; if issue persists, call back for further assistance. |
| [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-05-28 23:01:13+00:00 | 3.20 | INBOUND | MX2000 | ACCESS | Router admin password reset completed; access to router and app restored. |
| [#LTS00102579](https://linksys.happyfox.com/staff/ticket/102579/) | 2026-05-29 01:49:01+00:00 | 3.00 | INBOUND | RE6500 | CONNECTIVITY | Call sister-company number 1-800-203-446 within the next hour for support. No confirmation of callback or tracking provided. |
| [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 12:51:06+00:00 | 1.30 | INBOUND | MX2000 | SETUP | No valid resolution or next step was provided. The customer did not receive the promised troubleshooting guide and was left without a functional setup path. |
| [#LTS00129010](https://linksys.happyfox.com/staff/ticket/129010/) | 2026-05-29 15:16:15+00:00 | 2.80 | INBOUND | E900 | CONNECTIVITY | Customer advised to purchase a newer router (MR2000 or MR5500) and may contact for paid support if needed. No self-help resources provided. |
| [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 15:30:51+00:00 | 3.30 | INBOUND | MBE7000 | SETUP | Nodes re‑paired and Wi‑Fi is working; advise 10‑minute wait before relocating nodes. |
| [#LTS00077800](https://linksys.happyfox.com/staff/ticket/77800/) | 2026-05-29 16:33:29+00:00 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | Admin password changed successfully; advise the customer to keep the new password safe. |
| [#LTS00131436](https://linksys.happyfox.com/staff/ticket/131436/) | 2026-05-29 16:59:21+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Monitor Wi-Fi performance for 24–48 hours; reboot router if issues persist. |
| [#LTS00011393](https://linksys.happyfox.com/staff/ticket/11393/) | 2026-05-29 17:08:10+00:00 | 3.10 | INBOUND | MX6200 | SETUP | Router appears functional post-reset with solid white light; customer believes internet is restored. Advised to monitor and contact support if issue recurs. |
| [#LTS00131468](https://linksys.happyfox.com/staff/ticket/131468/) | 2026-05-29 19:08:34+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Advised customer to consult KB articles and consider paid support; no fix confirmed. |
| [#LTS00131473](https://linksys.happyfox.com/staff/ticket/131473/) | 2026-05-29 19:31:40+00:00 | 1.30 | INBOUND | MX5300 | ACCESS | Customer to perform factory reset independently; no confirmation of fix or understanding. |