# deneive.luar@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 | | --- | --- | --- | --- | --- | --- | | 33 | 15m 18s | E1200 | CONNECTIVITY | 33 | 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 | 33 | | Protocol | 1.90 | 33 | | Communication | 2.10 | 33 | | Overall | 2.30 | 33 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 6 | 29m 49s | 2.02 | 2.67 | 2.00 | 2.00 | Outlier: 2.0x weekly median handle time | | MX | 6 | 26m 40s | 2.47 | 1.67 | 1.67 | 2.00 | Outlier: 1.8x weekly median handle time | | SPN | 3 | 23m 6s | 2.47 | 1.67 | 2.00 | 2.33 | Outlier: 1.6x weekly median handle time | | LN | 1 | 16m 19s | 1.80 | 1.00 | 2.00 | 2.00 | | | MR | 6 | 14m 38s | 2.42 | 2.00 | 1.67 | 2.00 | | | EA | 6 | 14m 18s | 2.37 | 2.17 | 1.83 | 2.17 | | | OTHER | 2 | 9m 48s | 1.80 | 5.00 | 2.00 | 2.50 | | | E | 7 | 8m 4s | 2.43 | 3.71 | 1.86 | 2.14 | | | MBE | 1 | 7m 1s | 1.80 | 5.00 | 2.00 | 2.00 | | **Key Observations** - WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time. - MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 15m 2s | 2.10 | 2.70 | 1.90 | 2.10 | ✓ | | SETUP | 8 | 21m 16s | 2.30 | 2.90 | 1.90 | 2.30 | | | ACCESS | 4 | 12m 57s | 2.30 | 2.50 | 2.00 | 2.30 | | | CONFIGURATION | 2 | 11m 18s | 2.30 | 2.00 | 2.00 | 2.50 | | | GENERAL INQUIRY | 3 | 9m 57s | 2.10 | 2.70 | 2.30 | 2.30 | ✓ | | NO TROUBLESHOOTING NEEDED | 2 | 11m 22s | 2.30 | 5.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Overall moved up 0.16 vs. last week. - Accuracy moved up 0.53 vs. last week. - Protocol moved up 0.17 vs. last week. - Average handle time moved up by 2m 45s. - Family swing: WHW handle time moved up by 13m 47s vs. last week. ## What Went Well 1. **Accurate model identification** > Correctly identified product model as E1200 ([#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/)). *Consistent device recognition reduces misdiagnosis.* 2. **Customer information collection** > Full details captured: name, email, phone, serial ([#LTS00132080](https://linksys.happyfox.com/staff/ticket/132080/)). *Enables follow-up and warranty checks.* 3. **Empathy and closure** > "I understand this has been frustrating. Let’s get this resolved together." ([#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/)). *Builds trust and sets clear expectations.* --- ## Growth Opportunities 1. **Technical accuracy in reset/procedure guidance** > Incorrectly advised a five-press reset on MX55EC3 (not supported). ([#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/)). **Next step**: Use model-specific reset methods (e.g., 10s hold for MX55) and verify LED states before proceeding. 2. **Resolution confirmation and next steps** > Ended calls without verifying fixes or providing self-help resources. ([#LTS00132402](https://linksys.happyfox.com/staff/ticket/132402/)). **Next step**: Always confirm connectivity post-troubleshooting and email KB articles or chatbot links for continued support. --- ## Next Week's Focus 1. **Verify warranty status before declaring devices unsupported** — avoid premature EOL declarations. 2. **Use model-specific reset procedures** (e.g., 10s hold for MX/EA series, Pair button for SPN). 3. **Confirm resolution during the call** — test connectivity and document outcomes. 4. **Reduce filler language** — practice concise, action-oriented instructions. --- ## Technical Accuracy ### **Improvement** > Incorrect 5-press pairing method used for MBE7000. KB specifies this method is only valid for certain mesh models, not MBE7000. > **Ticket**: [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) ### **Improvement** > Failed to offer any troubleshooting for an E1200 router with no internet connectivity. Agent incorrectly declared it end-of-life without verifying warranty or offering paid support. > **Ticket**: [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) ### **Improvement** > Provided incorrect reset instructions for MX55EC3. Five-press reset is not supported on MX55 models per KB. > **Ticket**: [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) ### **Improvement** > Provided incorrect IP address for accessing router admin UI. This is a major accuracy error. > **Ticket**: [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) ### **Improvement** > Repeated incorrect reset and pairing instructions for SPNMX56. KB specifies Pair button, not 5-press. > **Ticket**: [#LTS00132080](https://linksys.happyfox.com/staff/ticket/132080/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) — Pending with Level 2 - **What L1 saw**: MBE7000 mesh node disconnected, blue PN LED, failed 5-press pairing. - **Why it escalated**: Persistent connectivity issue beyond L1 scope; L1 skipped basic diagnostics. - **What L2 did**: - Verified WAN status and cable connections. - Performed firmware reflash via recovery key. - Scheduled callback to confirm stability. - **Current state**: Callback pending; L2 awaiting customer confirmation. - **L1 learning points**: 1. Always check WAN/ISP status before mesh troubleshooting. 2. Use recovery key for MBE7000 resets, not 5-press. 3. Document LED states and firmware versions during diagnosis. ### [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) — Resolved by Level 2 - **What L1 saw**: Request for TAA compliance documentation for LS310C switch. - **Why it escalated**: L1 lacked compliance documentation and did not create a formal case. - **What L2 did**: - Located and provided TAA compliance certificate. - Added documentation to HappyFox for future reference. - **Current state**: Resolved; customer received documentation. - **L1 learning points**: 1. For government-related requests, escalate immediately and document in HappyFox. 2. Maintain a library of compliance documents for common products. 3. Always confirm ticket creation for formal requests. --- ## Coach Appendix - **Weekly trend**: WHW and MX families drive prolonged handle times and lower accuracy scores. Focus on model-specific troubleshooting scripts and LED validation checklists. - **Key pattern**: Repeated reliance on emailing steps without in-call resolution. Practice confirming fixes and providing real-time guidance. - **Critical quote governance**: All transcript excerpts and coaching moments must be verbatim from provided data; no reconstruction allowed. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 17:11:40+00:00 | 2.20 | INBOUND | E1200 | CONNECTIVITY | Advised to purchase a new router; no technical resolution or support path provided. | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 17:25:23+00:00 | 1.10 | INBOUND | E1200 | CONNECTIVITY | Agent incorrectly advised contacting Cisco and provided no actionable support path. | | [#LTS00131651](https://linksys.happyfox.com/staff/ticket/131651/) | 2026-06-01 17:28:58+00:00 | 2.60 | INBOUND | MX2000 | SETUP | Customer to email proof of purchase; agent will update warranty and schedule a callback for further troubleshooting. | | [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-01 17:49:59+00:00 | 1.80 | INBOUND | MBE7000 | CONNECTIVITY | Escalated to Level 2 with expectation of callback within 24–48 hours. | | [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 18:30:24+00:00 | 2.80 | INBOUND | MX55EC3 | CONNECTIVITY | Agent will email detailed reset and configuration instructions; customer to try and report back. | | [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 18:47:57+00:00 | 1.00 | INBOUND | MX55EC3 | CONNECTIVITY | not_fixed | | [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) | 2026-06-01 18:56:08+00:00 | 1.60 | INBOUND | MR5500 | ACCESS | None – agent claimed issue was backend-related with no ETA and ended call without resolution or follow-up. | | [#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/) | 2026-06-01 19:12:50+00:00 | 2.80 | INBOUND | MX2000 | SETUP | Agent suggested creating a new router password in the app; no definitive fix confirmed. | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-01 21:21:50+00:00 | 2.80 | INBOUND | MR2000 | SETUP | Customer reconfigured router via web UI with agent guidance; no confirmation of full connectivity. Paid support offered. No follow-up scheduled. | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 21:25:49+00:00 | 1.80 | INBOUND | E1200 | CONNECTIVITY | not_applicable | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-02 14:25:40+00:00 | 3.00 | INBOUND | E1200 | CONNECTIVITY | Customer to reconfigure the router via the web interface; no further support due to incorrect denial of paid support. | | [#LTS00131820](https://linksys.happyfox.com/staff/ticket/131820/) | 2026-06-02 14:33:56+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Offered paid $15 Connex support or to email the Wi‑Fi fix‑it guide; suggested upgrade to a newer model. | | [#GI00131824](https://linksys.happyfox.com/staff/ticket/131824/) | 2026-06-02 14:52:23+00:00 | 2.80 | INBOUND | — | SETUP | Advised customer to call ISP; no further action taken. | | [#LTS00101078](https://linksys.happyfox.com/staff/ticket/101078/) | 2026-06-02 15:19:08+00:00 | 1.80 | INBOUND | UNKNOWN | NO TROUBLESHOOTING NEEDED | Customer to locate the serial number of the main router or missing unit and call back for further assistance. | | [#GI00131847](https://linksys.happyfox.com/staff/ticket/131847/) | 2026-06-02 15:46:07+00:00 | 1.80 | INBOUND | EA9500 | GENERAL INQUIRY | Set secondary EA95 to AP mode, disable DHCP, ensure identical SSID/password, use wired backhaul, and test device roaming. | | [#LTS00131858](https://linksys.happyfox.com/staff/ticket/131858/) | 2026-06-02 16:55:26+00:00 | 2.80 | INBOUND | EA6350 | CONNECTIVITY | Advised customer to replace the router with a newer model. | | [#LTS00131864](https://linksys.happyfox.com/staff/ticket/131864/) | 2026-06-02 17:12:25+00:00 | 2.80 | INBOUND | SPNMX57CF | CONNECTIVITY | Issue appears resolved after power-cycle; no further steps required. | | [#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/) | 2026-06-02 19:28:50+00:00 | 2.80 | INBOUND | EA9500 | CONFIGURATION | Agent will email generic troubleshooting steps; no confirmed fix. | | [#LTS00131906](https://linksys.happyfox.com/staff/ticket/131906/) | 2026-06-02 20:33:52+00:00 | 2.80 | INBOUND | MR7350 | ACCESS | Customer accessed the UI and updated Wi-Fi security settings; no further action required. | | [#LTS00131913](https://linksys.happyfox.com/staff/ticket/131913/) | 2026-06-02 21:05:51+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Agent promised to email password-reset instructions; no technical fix confirmed. | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-02 22:07:00+00:00 | 3.50 | INBOUND | MR2000 | SETUP | Provided product recommendation (MX6200) and basic pricing/feature information. | | [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-02 23:38:18+00:00 | 1.00 | INBOUND | MR2000 | SETUP | not_fixed | | [#LTS00132025](https://linksys.happyfox.com/staff/ticket/132025/) | 2026-06-03 14:56:12+00:00 | 1.40 | INBOUND | WHW01 | CONFIGURATION | Agent offered to email steps (incorrect), no resolution confirmed. | | [#LTS00132059](https://linksys.happyfox.com/staff/ticket/132059/) | 2026-06-03 16:48:42+00:00 | 1.10 | INBOUND | EA9300 | CONNECTIVITY | Agent recommended purchasing a new mesh router without troubleshooting or validating the issue. | | [#LTS00132080](https://linksys.happyfox.com/staff/ticket/132080/) | 2026-06-03 17:38:51+00:00 | 2.80 | INBOUND | SPNMX56CF | CONNECTIVITY | All nodes are now solid blue and functioning; no further steps required. | | [#GI00132088](https://linksys.happyfox.com/staff/ticket/132088/) | 2026-06-03 18:24:29+00:00 | 3.20 | INBOUND | — | GENERAL INQUIRY | Informed customer that Linksys does not offer a router with a SIM card slot; no model number or alternative provided. | | [#LTS00132097](https://linksys.happyfox.com/staff/ticket/132097/) | 2026-06-03 18:53:31+00:00 | 2.20 | INBOUND | WHW01 | ACCESS | Customer to attempt recovery key password reset and local login. No follow-up scheduled or verification method established. | | [#LTS00132115](https://linksys.happyfox.com/staff/ticket/132115/) | 2026-06-03 19:46:25+00:00 | 2.90 | INBOUND | EA9300 | CONNECTIVITY | Agent recommended power-cycle, discussed hard reset, offered to email troubleshooting steps, and presented paid-support option. | | [#LTS00132120](https://linksys.happyfox.com/staff/ticket/132120/) | 2026-06-03 20:27:27+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Customer advised to contact Spectrum to register the new router and perform a power cycle. No self-help materials sent during call. | | [#LTS00132257](https://linksys.happyfox.com/staff/ticket/132257/) | 2026-06-04 15:51:37+00:00 | 1.80 | INBOUND | SPNM60CF | SETUP | Perform full mesh rebuild: reset all nodes (10s press), pair all in same room using Pair button, verify via http://myrouter.info dashboard; if still failing, initiate RMA or schedule technician. | | [#LTS00132281](https://linksys.happyfox.com/staff/ticket/132281/) | 2026-06-04 17:41:36+00:00 | 2.80 | INBOUND | MR8300 | NO TROUBLESHOOTING NEEDED | Confirmed E900 is end-of-life with no future updates; suggested MX2000 as a replacement option. | | [#LTS00098301](https://linksys.happyfox.com/staff/ticket/98301/) | 2026-06-04 17:42:28+00:00 | 2.80 | INBOUND | EA9300 | ACCESS | Customer instructed to reset the router and re-configure using default credentials; no confirmation of success. | | [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) | 2026-06-04 18:00:16+00:00 | 1.80 | INBOUND | - | NO TROUBLESHOOTING NEEDED | No documentation provided; no case created; no escalation confirmed; no follow-up timeline communicated. | | [#LTS00132298](https://linksys.happyfox.com/staff/ticket/132298/) | 2026-06-04 18:52:54+00:00 | 2.80 | INBOUND | E5400 | ACCESS | Admin page accessed via Firefox; issue resolved independently. | | [#LTS00132307](https://linksys.happyfox.com/staff/ticket/132307/) | 2026-06-04 19:43:34+00:00 | 3.20 | INBOUND | E7350 | SETUP | Agent will send an email with generic troubleshooting steps and a link to the AI chatbot for further assistance. | | [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-04 21:02:48+00:00 | 2.90 | INBOUND | E1200 | CONNECTIVITY | Directed customer to contact HP support for computer password assistance. | | [#LTS00132387](https://linksys.happyfox.com/staff/ticket/132387/) | 2026-06-05 13:25:12+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Customer instructed to perform 5-press reset on parent and retry pairing; no further verification or follow-up set. | | [#LTS00132402](https://linksys.happyfox.com/staff/ticket/132402/) | 2026-06-05 13:47:00+00:00 | 1.50 | INBOUND | WHW03 | SETUP | Device declared defective with no replacement or self-help path offered. | | [#LTS00132445](https://linksys.happyfox.com/staff/ticket/132445/) | 2026-06-05 18:00:28+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Agent promised to email troubleshooting steps; no fix achieved. | | [#GI00132463](https://linksys.happyfox.com/staff/ticket/132463/) | 2026-06-05 19:29:08+00:00 | 1.80 | INBOUND | LN1600 | GENERAL INQUIRY | Suggested LN-1600 mesh router without validation or actionable next steps. |