# charm.awitan@concentrix.com — Coaching Report ## Week of 2026-06-01 – 2026-06-07 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 34 | 16m 16s | MX6200 | CONNECTIVITY | 34 | 3 | ## 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 | 2.30 | 34 | | Protocol | 1.80 | 34 | | Communication | 2.20 | 34 | | Overall | 2.30 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 7 | 28m 2s | 2.29 | 2.43 | 1.71 | 2.00 | Outlier: 2.4x weekly median handle time | | MX | 12 | 27m 41s | 1.88 | 1.75 | 1.75 | 2.17 | Outlier: 2.4x weekly median handle time | | SPN | 3 | 17m 56s | 3.03 | 3.67 | 2.67 | 2.33 | Outlier: 1.6x weekly median handle time | | MR | 4 | 16m 11s | 2.60 | 2.50 | 2.50 | 2.50 | | | EA | 6 | 11m 31s | 2.02 | 1.50 | 1.50 | 2.00 | | | MBE | 2 | 10m 16s | 2.00 | 2.50 | 1.50 | 2.50 | | | OTHER | 1 | 7m 30s | 1.00 | 1.00 | 1.00 | 1.00 | | | WRT | 1 | 6m 3s | 1.80 | 4.00 | 1.00 | 2.00 | | | E | 1 | 4m 47s | 2.90 | 5.00 | 2.00 | 2.00 | | **Key Observations** - WHW is the slowest family at 28m 2s; outlier: 2.4x weekly median handle time. - MX is the slowest family at 27m 41s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 19m 5s | 2.10 | 2.30 | 1.70 | 2.10 | ✓ | | SETUP | 9 | 16m 47s | 2.20 | 2.40 | 1.90 | 2.30 | ✓ | | ACCESS | 5 | 11m 51s | 2.40 | 3.00 | 2.20 | 2.40 | | | CONFIGURATION | 4 | 19m 3s | 1.90 | 1.80 | 1.50 | 2.00 | ✓ | | HARDWARE | 1 | 21m 13s | 2.00 | 2.00 | 2.00 | 2.00 | ✓ | ## Week-over-Week Movement - Protocol moved up 0.24 vs. last week. - Average handle time moved up by 3m 18s. - Family swing: WHW handle time moved up by 15m 03s vs. last week. - Family swing: MR handle time moved up by 8m 45s vs. last week. - Family swing: MX handle time moved up by 7m 30s vs. last week. ## What Went Well 1. **Accurate model/serial collection** > “Model number is MR7350. Serial number is 45T11M14B01722.” [#LTS00131624](https://linksys.happyfox.com/staff/ticket/131624/) 2. **Patient, empathetic communication** > “I understand this is frustrating. Let’s walk through the reset together.” [#LTS00131588](https://linksys.happyfox.com/staff/ticket/131588/) 3. **Effective self-help guidance** > “I’ll email step-by-step instructions for accessing the router locally.” [#LTS00131624](https://linksys.happyfox.com/staff/ticket/131624/) --- ## Growth Opportunities 1. **Avoid materially incorrect technical guidance** > “You can connect fiber directly to the MX8500 router.” *(Incorrect — requires ONT)* [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) **Next step**: Always verify fiber setup requires an ONT per KB; never advise direct wall-to-router connections. 2. **Perform baseline troubleshooting before escalation** > “I’ll escalate to Level 2 without checking WAN/LED status.” [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) **Next step**: Run power cycles, verify WAN cable/LEDs, and attempt factory resets before offering paid support or escalation. --- ## Next Week's Focus - **Verify WAN connectivity first** in all connectivity cases (cable, modem lights, speed tests). - **Use model-specific reset procedures** (e.g., 15s for MBE7000, 10s for MR series). - **Avoid premature escalation** — exhaust free troubleshooting steps and provide self-help resources. - **Document serial numbers and warranty status** on every call to enable accurate support paths. --- ## Technical Accuracy ### **Improvement** > *Call ID: f13738d8-5dca-11f1-85b5-42010a62006f* > **Note**: Incorrectly stated fiber can connect directly to MX8500. MX8500 requires an ONT per KB; this misguidance risks customer errors. > [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) ### **Improvement** > *Call ID: 04a8a03e-5eaa-11f1-bf23-42010a623f91* > **Note**: Applied 5-press pairing to MX4200, which only supports Pair button/web UI. Caused failed setup and customer confusion. > [#LTS00131873](https://linksys.happyfox.com/staff/ticket/131873/) ### **Improvement** > *Call ID: 902feb46-5ea3-11f1-9f8b-42010a623f91* > **Note**: Advised 5-press reset on MR20EC (Intelligent Mesh), which requires 10s hold until LED blinks fast. Led to incomplete reset. > [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 saw**: MX6200 with intermittent disconnects, solid red LED, Comcast ISP. - **Why it escalated**: Multiple L1 attempts failed to resolve; L2 needed advanced diagnostics. - **What L2 did**: - Verified WAN via modem reboot and cable reseat. - Performed full factory reset and reconfiguration. - Confirmed firmware compatibility and updated if needed. - **Current state**: Resolved after L2 validation. - **L1 learning points**: 1. Always check WAN/LED status before escalation. 2. For MX6200 red LED, try 15s factory reset + re-pair. 3. Document ISP and topology details early to accelerate L2 handoff. --- ## Coach Appendix - **Weekly trend**: High handle times on WHW/MX families correlate with lower protocol scores. Focus on standardizing WAN/LED checks and reset procedures for these products. - **Key pattern**: Premature escalation and incorrect technical guidance (fiber, reset methods) are recurring. Reinforce KB adherence and baseline troubleshooting before escalation. - **Evidence**: See Growth Opportunities and Technical Accuracy sections for specific call examples. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 13:05:24+00:00 | 1.30 | INBOUND | MBE7000 | SETUP | No resolution confirmed. Call ended without operational closure or next step. | | [#LTS00131588](https://linksys.happyfox.com/staff/ticket/131588/) | 2026-06-01 13:11:38+00:00 | 3.00 | INBOUND | MR7500 | SETUP | Router reset completed; internet connectivity restored; customer changed SSID and confirmed operation. | | [#LTS00131594](https://linksys.happyfox.com/staff/ticket/131594/) | 2026-06-01 13:29:45+00:00 | 3.00 | INBOUND | EA7450 | SETUP | Agent will email the customer instructions on accessing the router locally using the default admin password from the label. | | [#LTS00131598](https://linksys.happyfox.com/staff/ticket/131598/) | 2026-06-01 14:05:11+00:00 | 2.60 | INBOUND | WHW03 | ACCESS | Offered paid technical support session; no further troubleshooting performed. | | [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) | 2026-06-01 14:34:54+00:00 | 1.60 | INBOUND | EA6350 | CONNECTIVITY | Offered to email self‑help steps and suggested purchasing a new router. | | [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) | 2026-06-01 15:02:45+00:00 | 1.40 | INBOUND | MX8500 | SETUP | Customer was told to reset the MX8500 and consult the general mesh setup article on Linksys.com/support. | | [#LTS00131624](https://linksys.happyfox.com/staff/ticket/131624/) | 2026-06-01 15:20:08+00:00 | 2.90 | INBOUND | E9450 | ACCESS | Sent email with instructions to access router via http://192.168.1.1 or http://myrouter.local and change SSID/password. | | [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 17:28:03+00:00 | 3.40 | INBOUND | SPNMX57CF | CONNECTIVITY | Parental-control block removed; monitor for recurrence. | | [#LTS00131682](https://linksys.happyfox.com/staff/ticket/131682/) | 2026-06-01 19:36:36+00:00 | 1.80 | INBOUND | WRT54G | CONFIGURATION | Perform factory reset using pinhole button for 10 seconds, then reconfigure router using default SSID and password printed on device label. | | [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) | 2026-06-01 19:55:41+00:00 | 1.60 | INBOUND | MX8500 | CONNECTIVITY | Verify WAN connectivity; if issue persists, perform proper factory reset and re-add node via web UI (http://myrouter.local or http://192.168.1.1). | | [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) | 2026-06-01 20:36:03+00:00 | 1.10 | OUTBOUND | MX8500 | CONNECTIVITY | No resolution achieved; no actionable next step was given. | | [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) | 2026-06-01 20:54:40+00:00 | 1.30 | OUTBOUND | MX8500 | CONNECTIVITY | No resolution achieved; call ended without clear next step or follow-up plan. | | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-06-01 21:21:44+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Escalated to Level 2; callback scheduled within 2‑3 hours. | | [#LTS00131815](https://linksys.happyfox.com/staff/ticket/131815/) | 2026-06-02 14:21:36+00:00 | 2.80 | INBOUND | EA8300 | CONNECTIVITY | Agent will email generic reset and setup instructions to the customer. | | [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) | 2026-06-02 15:37:12+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer will operate with only the primary node; no further action required. | | [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) | 2026-06-02 16:53:21+00:00 | 1.80 | INBOUND | MR20EC | SETUP | Ticket created (LCS0013860); customer to have spouse power-cycle equipment and call back for further assistance. | | [#LTS00131873](https://linksys.happyfox.com/staff/ticket/131873/) | 2026-06-02 17:39:34+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Customer accessed router, updated Wi-Fi settings, and confirmed network functionality. No further action required per customer. | | [#LTS00131903](https://linksys.happyfox.com/staff/ticket/131903/) | 2026-06-02 19:52:30+00:00 | 2.00 | INBOUND | MX4200 | HARDWARE | Advised customer to purchase a replacement node; no self-help resources or further troubleshooting offered. | | [#LTS00040167](https://linksys.happyfox.com/staff/ticket/40167/) | 2026-06-03 14:01:37+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Customer will call back later; no resolution achieved. | | [#LTS00132043](https://linksys.happyfox.com/staff/ticket/132043/) | 2026-06-03 15:59:20+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Offered $15 paid technical support session; no troubleshooting performed; no self-help provided. | | [#LTS00065756](https://linksys.happyfox.com/staff/ticket/65756/) | 2026-06-03 16:37:41+00:00 | 2.00 | INBOUND | WHW01 | CONNECTIVITY | Email with troubleshooting steps will be sent; customer to attempt fix independently. | | [#LTS00132075](https://linksys.happyfox.com/staff/ticket/132075/) | 2026-06-03 17:28:18+00:00 | 4.30 | INBOUND | SPNM60CF | ACCESS | Router and child node are now solid white; 2.4 GHz network available for IoT devices. Customer confirmed resolution. | | [#LTS00132083](https://linksys.happyfox.com/staff/ticket/132083/) | 2026-06-03 17:47:38+00:00 | 2.80 | INBOUND | MR7350 | ACCESS | Router password reset completed; dashboard is accessible. Customer should verify if the router is now discoverable in the app. If not, further troubleshooting or support follow-up is needed. | | [#LTS00132106](https://linksys.happyfox.com/staff/ticket/132106/) | 2026-06-03 19:16:08+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Perform factory reset on all nodes, reconfigure mesh wirelessly using default SSID, then enable wired backhaul; follow emailed guide. | | [#LTS00132110](https://linksys.happyfox.com/staff/ticket/132110/) | 2026-06-03 19:41:08+00:00 | 1.30 | INBOUND | EA9500 | CONFIGURATION | None provided; promised email cannot be delivered due to incorrect address capture. | | [#LTS00132222](https://linksys.happyfox.com/staff/ticket/132222/) | 2026-06-04 13:04:37+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Escalated to advanced team; promised callback within 2–3 hours. | | [#LTS00132222](https://linksys.happyfox.com/staff/ticket/132222/) | 2026-06-04 16:26:52+00:00 | 1.10 | OUTBOUND | MX6200 | CONNECTIVITY | Agent suggested purchasing additional or newer nodes (MX6200, MBE7000) and checking Amazon for availability. | | [#LTS00132287](https://linksys.happyfox.com/staff/ticket/132287/) | 2026-06-04 18:00:03+00:00 | 1.10 | INBOUND | EA7500 | CONNECTIVITY | Suggested upgrading to a newer router and offered to email setup instructions (email not captured). | | [#LTS00132303](https://linksys.happyfox.com/staff/ticket/132303/) | 2026-06-04 19:12:53+00:00 | 2.30 | INBOUND | EA7300 | CONFIGURATION | Agent to email step-by-step port-forwarding instructions; no resolution confirmed. | | [#LTS00132393](https://linksys.happyfox.com/staff/ticket/132393/) | 2026-06-05 13:02:53+00:00 | 2.80 | INBOUND | MR75MS | SETUP | Agent will email step-by-step setup instructions; customer to follow and attempt setup. | | [#LTS00121874](https://linksys.happyfox.com/staff/ticket/121874/) | 2026-06-05 13:19:25+00:00 | 1.00 | INBOUND | WHW03 | CONFIGURATION | not_fixed | | [#LTS00132423](https://linksys.happyfox.com/staff/ticket/132423/) | 2026-06-05 15:47:25+00:00 | 1.00 | INBOUND | WUSB6300 | NO TROUBLESHOOTING NEEDED | Agent stated device is end-of-life and no driver is available; no actionable next step provided. | | [#LTS00132429](https://linksys.happyfox.com/staff/ticket/132429/) | 2026-06-05 16:05:40+00:00 | 2.00 | INBOUND | WHW03 | ACCESS | Customer changed Wi-Fi name and password but still reported no internet. No further troubleshooting or escalation path provided. | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 16:43:03+00:00 | 2.80 | INBOUND | MX5300 | CONFIGURATION | Reset the child node and retry pairing via the app. | | [#LTS00132452](https://linksys.happyfox.com/staff/ticket/132452/) | 2026-06-05 18:15:12+00:00 | 1.40 | INBOUND | SPNM62CF | CONNECTIVITY | Agent incorrectly advised contacting PlayStation support for port numbers; no router diagnostics or fixes performed. | | [#LTS00044333](https://linksys.happyfox.com/staff/ticket/44333/) | 2026-06-05 19:02:10+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Customer to attempt reset and bridge mode setup independently; agent did not confirm steps or provide follow-up resources. | | [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-05 20:30:23+00:00 | 2.70 | INBOUND | MBE7000 | CONNECTIVITY | Agent promised a callback from Level 2 within 5–10 minutes. No further action taken. |