# dennis.gamolo@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 | | --- | --- | --- | --- | --- | --- | | 16 | 27m 47s | MX6200 | SETUP | 16 | 2 | ## Work Mix Lens - Frontline-heavy week: 16 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 | 1.80 | 16 | | Protocol | 1.60 | 16 | | Communication | 2.10 | 16 | | Overall | 1.80 | 16 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MR | 1 | 63m 25s | 1.20 | 1.00 | 2.00 | 2.00 | Outlier: 2.8x weekly median handle time | | WHW | 2 | 59m 42s | 1.70 | 2.50 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time | | MX | 5 | 31m 47s | 1.88 | 1.80 | 1.60 | 2.00 | | | LN | 1 | 28m 39s | 2.80 | 4.00 | 2.00 | 3.00 | | | RE | 2 | 22m 36s | 2.45 | 1.50 | 1.50 | 2.50 | | | SPN | 3 | 20m 24s | 1.37 | 1.00 | 1.33 | 2.00 | | | EA | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 | | | WRT | 1 | 11m 50s | 1.10 | 1.00 | 1.00 | 2.00 | | | E | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 | | **Key Observations** - MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time. - WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 7 | 33m 1s | 1.70 | 1.70 | 1.70 | 2.30 | ✓ | | CONNECTIVITY | 6 | 28m 50s | 1.60 | 1.50 | 1.50 | 2.00 | ✓ | | ACCESS | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 | | | NO TROUBLESHOOTING NEEDED | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ | ## Week-over-Week Movement - Overall moved down 1.17 vs. last week. - Accuracy moved down 3.29 vs. last week. - Communication moved down 0.38 vs. last week. - Average handle time moved up by 21m 30s. - Family swing: MX handle time moved up by 21m 53s vs. last week. ## What Went Well 1. **Customer Information Collection** Consistently gathered full contact details and device specifications across multiple calls, enabling accurate case creation and follow-up. > *"May I have your first and your last name? How do you spell that? Your first name and your last name at gmail.com, right?"* [#LTS00130583](https://linksys.happyfox.com/staff/ticket/130583/) 2. **Calm Tone During Complexity** Maintained professional composure even when customers expressed frustration or confusion, particularly in extended troubleshooting sessions. > *"I understand this is frustrating. Let’s work through this step by step together."* [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/) 3. **Escalation Awareness** Correctly identified cases requiring Level 2 support and initiated handoffs with clear context (e.g., warranty verification for RE7000). --- ## Growth Opportunities 1. **Technical Accuracy in Troubleshooting** **What better looks like**: - Use model-specific reset durations (e.g., 10s for RE7000, not 30s). - Provide correct support URLs (`support.linksys.com`, not `www.linux.com` or `www.linxes.com`). - Verify WAN connectivity before router troubleshooting. > *"The default admin password for WHW03V2 is **not** 'admin' – it’s a unique 5-digit code."* [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) 2. **Protocol Adherence** **What better looks like**: - Create HappyFox cases for all customer interactions unless explicitly declined. - Document warranty status and model/serial upfront to avoid repeat contacts. - Avoid PCI violations (e.g., never ask for full credit-card details over phone). --- ## Next Week's Focus 1. **Model-Specific Reset Guides** Memorize KB-approved reset steps for top models (MX, WHW, RE) – duration, button location, post-reset flow. 2. **Pre-Escalation Data Checklist** Before escalating, confirm: model, serial, firmware, ISP status, and customer test results. 3. **Self-Help Path Reinforcement** For out-of-warranty cases, offer free diagnostics (e.g., "Let’s try a quick reset together") before paid support. 4. **WAN Baseline Verification** Always check modem/ONT status first in connectivity cases: solid DSL/Internet LED, upstream signal quality. --- ## Technical Accuracy ### **Improvement** Incorrect reset duration (30s vs KB-specified 10s) for RE7000 caused failed setup attempts. [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/) ### **Improvement** Provided unsafe support URL `www.linux.com` instead of `support.linksys.com`. [#LTS00132014](https://linksys.happyfox.com/staff/ticket/132014/) ### **Improvement** Stated default WHW03V2 admin password is "admin" (incorrect; unique 5-digit code required). [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) ### **Improvement** Claimed Linksys has no range extenders and mesh systems can’t work with extenders (contradicts KB). [#LTS00046073](https://linksys.happyfox.com/staff/ticket/46073/) --- ## Coaching Moments ### **Improvement** **Transcript**: *"Your range extender appears to be out of warranty. After troubleshooting... we kindly request a copy of your purchase receipt."* **Note**: Warranty policy miscommunication blocked basic triage; receipt request should follow, not precede, functional testing. [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/) ### **Improvement** **Transcript**: *"We don’t have range extender – the mesh system will only work to another mesh."* **Note**: Factually incorrect; RE series extenders are valid. Caused customer to abandon self-help. [#LTS00046073](https://linksys.happyfox.com/staff/ticket/46073/) --- ## Escalation Lessons: What L2 Did ### [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/) — Resolved by Level 2 - **What L1 saw**: RE7000 extender flashing yellow/dark, no SSID, customer unable to connect. - **Why it escalated**: L1 misapplied 30s reset (KB: 10s), skipped extender.linksys.com setup path, and blocked triage by demanding receipt upfront. - **What L2 did**: 1. Verified extender was OOW via serial. 2. Guided customer to power-cycle, then access `extender.linksys.com` for setup. 3. Confirmed hardware fault after LED remained dark post-reset. 4. Issued RMA after receipt validation. - **L1 learning points**: 1. Always attempt standard setup flow (`extender.linksys.com`) before reset. 2. Use KB-correct reset durations (10s for RE7000). 3. Separate warranty checks from functional troubleshooting. ### [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) — Resolved by Level 2 - **What L1 saw**: WHW03 mesh nodes blinking red after storm, no internet. - **Why it escalated**: L1 misdiagnosed with incorrect 5-press pairing, collected PCI-violating credit-card info, and failed to test WAN. - **What L2 did**: 1. Validated ISP modem status (solid DSL light). 2. Performed node-by-node factory reset (20s hold). 3. Re-pair parent node via 5-press method (L1 had misapplied it). 4. Confirmed internet via node LEDs and client devices. - **L1 learning points**: 1. Verify ISP equipment before node troubleshooting. 2. Never request credit-card details over phone. 3. Use model-specific pairing: 5-press for WHW03, not Pair button. --- ## Coach Appendix *Internal use only – not for agent distribution* - **Highest-signal trend**: Technical inaccuracies (reset durations, URLs, passwords) directly caused escalations and customer frustration. Prioritize KB familiarity drills on MX/WHW/RE models. - **Recurring pattern**: Protocol gaps – missing case creation, incomplete warranty checks, and PCI violations. Reinforce case-documentation habits and compliance refresher. - **Key evidence**: Calls [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/), [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/), and [#LTS00046073](https://linksys.happyfox.com/staff/ticket/46073/) exemplify where model-specific knowledge and protocol adherence would have resolved issues at L1. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130583](https://linksys.happyfox.com/staff/ticket/130583/) | 2026-06-02 02:30:02+00:00 | 2.80 | INBOUND | LN1100 | SETUP | Customer to perform a factory reset using the router’s reset button and re‑configure, or purchase a new router. | | [#LTS00131794](https://linksys.happyfox.com/staff/ticket/131794/) | 2026-06-02 09:43:57+00:00 | 1.80 | INBOUND | WHW0301GC | CONNECTIVITY | No resolution provided; recommend follow‑up with proper model identification and parental‑control configuration steps. | | [#LTS00131806](https://linksys.happyfox.com/staff/ticket/131806/) | 2026-06-02 12:23:55+00:00 | 1.20 | INBOUND | MR9000 | CONNECTIVITY | No resolution; advised to continue using HTTPS and consider further paid support if needed. | | [#LTS00131813](https://linksys.happyfox.com/staff/ticket/131813/) | 2026-06-02 13:50:33+00:00 | 2.80 | OUTBOUND | RE6300 | SETUP | Offered paid support for $15; customer declined and will buy a new extender. | | [#LTS00131814](https://linksys.happyfox.com/staff/ticket/131814/) | 2026-06-02 14:13:32+00:00 | 2.80 | INBOUND | EA7250 | ACCESS | Offered paid support for reset; customer declined. No further action taken. | | [#LTS00132009](https://linksys.happyfox.com/staff/ticket/132009/) | 2026-06-03 12:42:37+00:00 | 2.10 | INBOUND | RE7000 | SETUP | Ticket forwarded to Level 2; customer asked to provide a purchase receipt for warranty verification. | | [#LTS00132014](https://linksys.happyfox.com/staff/ticket/132014/) | 2026-06-03 13:40:50+00:00 | 1.10 | INBOUND | WRT3200ACM | CONNECTIVITY | Recommend replacement with LN1600 mesh router; no troubleshooting or self-help provided. | | [#LTS00132024](https://linksys.happyfox.com/staff/ticket/132024/) | 2026-06-03 14:29:15+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Agent promised to call back after further investigation, with no specific timeframe or action plan. | | [#LTS00132024](https://linksys.happyfox.com/staff/ticket/132024/) | 2026-06-03 14:54:03+00:00 | 1.60 | OUTBOUND | MX6200 | SETUP | Ticket created (LTS00132024); customer to call back tomorrow for further assistance. | | [#LTS00132194](https://linksys.happyfox.com/staff/ticket/132194/) | 2026-06-04 08:57:57+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer advised to contact Utility Warehouse to confirm WAN connection type (PPPoE vs DHCP) and ensure the wall-mounted modem provides internet directly. | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 12:00:05+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Ticket forwarded to higher‑level technician for further investigation. | | [#LTS00132239](https://linksys.happyfox.com/staff/ticket/132239/) | 2026-06-04 14:20:28+00:00 | 1.40 | INBOUND | E900 | NO TROUBLESHOOTING NEEDED | No resolution or next steps provided. Agent referred customer to incorrect website (www.Lingosys.com). | | [#LTS00046073](https://linksys.happyfox.com/staff/ticket/46073/) | 2026-06-04 15:08:47+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Customer to test signal strength and attempt node relocation; no reset or pairing steps performed; no follow-up scheduled. | | [#LTS00132372](https://linksys.happyfox.com/staff/ticket/132372/) | 2026-06-05 08:12:16+00:00 | 1.30 | INBOUND | SPNMX57CF | SETUP | Agent advised the customer to contact Community Fibre for further assistance; no technical fix, escalation, or self-help path was provided. | | [#LTS00132375](https://linksys.happyfox.com/staff/ticket/132375/) | 2026-06-05 09:40:20+00:00 | 1.10 | INBOUND | SPNMX55CF | CONNECTIVITY | Callback scheduled for 1 PM; no self-help path or replacement process initiated. | | [#LTS00132381](https://linksys.happyfox.com/staff/ticket/132381/) | 2026-06-05 10:48:22+00:00 | 1.70 | INBOUND | SPNMX56TB | CONNECTIVITY | Customer advised to contact ISP regarding ONT red light; no further action taken by Linksys. | | [#LTS00045633](https://linksys.happyfox.com/staff/ticket/45633/) | 2026-06-06 00:55:49+00:00 | 1.80 | INBOUND | MX5300 | SETUP | None; caller was only given a registration URL. |