eppie.lagumbay@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
48	19m 46s	MX6200	CONNECTIVITY	47	5

Work Mix Lens

Frontline-heavy week: 46 LTS queue calls vs 3 TE-owned calls.
Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Merged HappyFox agent aliases: Eppie Lou Lagumbay, eppie.lagumbay

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	2.30	48
Protocol	1.80	48
Communication	2.20	48
Overall	2.20	48

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	18	45m 20s	2.52	2.17	2.11	2.50	Outlier: 2.8x weekly median handle time
WHW	13	45m 10s	2.19	1.92	1.46	2.00	Outlier: 2.8x weekly median handle time
OTHER	3	16m 31s	2.83	3.00	2.00	2.00
E	8	15m 50s	1.76	2.00	1.25	1.75
EA	8	9m 59s	2.17	2.75	1.50	1.75
MR	3	8m 48s	2.80	3.33	2.67	3.00

Key Observations

MX is the slowest family at 45m 20s; outlier: 2.8x weekly median handle time.
WHW is the slowest family at 45m 10s; outlier: 2.8x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	21	23m 52s	2.10	2.20	1.80	2.20	✓
SETUP	12	27m 39s	2.30	2.10	2.00	2.30	✓
ACCESS	7	15m 12s	2.00	2.10	1.70	2.10	✓

Week-over-Week Movement

Accuracy moved up 0.47 vs. last week.
Average handle time moved up by 5m 43s.
Family swing: MR handle time moved down by 23m 43s vs. last week.
Family swing: WHW handle time moved up by 16m 59s vs. last week.
Family swing: EA handle time moved down by 14m 19s vs. last week.

What Went Well

Accurate technical guidance for EOL products

Technical advice was fully accurate and aligned with KB guidance for EOL products.

#GI00131690

Persistence in troubleshooting complex issues

Persisted through multiple troubleshooting attempts and eventually restored internet connectivity.

#LTS00132453

Growth Opportunities

Incorrect reset procedures and pairing methods

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.

#TE00131905

What better looks like: Use 10-second reset for WHW03 and Pair Button method only.

Incorrect or unsafe URLs provided

Provided incorrect URLs such as 'support.callinksys.com', 'support.linkss.com', and 'support.linkedin.com'.

#LTS00131700

What better looks like: Always verify and provide correct support.linksys.com URLs.

Next Week's Focus

Practice correct 10-second reset procedure for WHW03 and use Pair Button method only.
Verify all support URLs before sharing; use support.linksys.com exclusively.
Implement structured diagnostic steps for connectivity issues: modem check, WAN cable verification, LED status interpretation.
Enhance closure hygiene by confirming resolution and providing clear next steps in all cases.

Technical Accuracy

Improvement

Incorrect reset procedures and unsafe URLs provided during troubleshooting.

#LTS00131700

Improvement

Incorrect support URL provided ('support.linkss.com').

#LTS00131713

Improvement

Incorrect reset procedures and PCI violation during troubleshooting.

#LTS00131709

Improvement

Incorrect pairing methods and reset procedures applied to WHW03.

#LTS00131938

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131905 — Resolved by Level 2

What L1 saw: Customer changed ISP to Spectrum; WHW03 flashing red, admin page unreachable.
Why it escalated: Exceeded threshold; L1 unable to guide through browser-based setup.
Related call chain: Initial call by eppie.lagumbay (#TE00131905) escalated after failed troubleshooting; L2 resolved via callback.
What L2 did: Performed advanced troubleshooting including firmware reflash preparation; guided customer through myrouter.info setup.
Current state: Resolved.
L1 learning points:

1. For WHW03 after ISP change, guide customer to use myrouter.info or [REDACTED_PHONE] for setup.

2. Verify local network access before declaring app unsupported.

3. Collect model/serial and confirm warranty status early.

#LTS00002343 — Resolved by Level 2

What L1 saw: MX6200 mesh node role-swapping; one child node solid red.
Why it escalated: UI glitch persisted; L1 advised monitoring without resolution path.
Related call chain: Initial call by eppie.lagumbay (#LTS00002343) abandoned after incomplete troubleshooting.
What L2 did: N/A (no L2 resolution steps in data).
Current state: Resolved.
L1 learning points:

1. For MX6200 mesh issues, perform 10-second factory reset and use Linksys app for re-pairing.

2. Validate node LED states: solid blue/green indicates online, red indicates failure.

3. Document exact troubleshooting sequence and escalate if unresolved.

#TE00027382 — Resolved by Level 2

What L1 saw: MX6200 nodes all red after power outage; no internet.
Why it escalated: L1 provided incorrect pairing methods and reset durations.
Related call chain: Initial call by eppie.lagumbay (#TE00027382) escalated after failed troubleshooting.
What L2 did: Guided customer through correct Ethernet wiring, factory resets, and Linksys app pairing.
Current state: Resolved.
L1 learning points:

1. For MX6200, use 10-second reset and Pair Button method only.

2. Verify modem-to-router Ethernet connection (modem to port 1).

3. Use Linksys app for node addition when web UI fails.

#LTS00096076 — Resolved by Level 2

What L1 saw: MX4200 child node unstable; one node remained unstable post-reset.
Why it escalated: No definitive resolution confirmed; L1 closed without validation.
Related call chain: Initial call by eppie.lagumbay (#LTS00096076) escalated after incomplete troubleshooting.
What L2 did: N/A (no L2 resolution steps in data).
Current state: Resolved.
L1 learning points:

1. After resets, verify all nodes show solid blue/white LEDs and test internet access.

2. For MX4200, use 10-second reset and ensure nodes are within 3-5ft of parent.

3. Document node status and escalation if instability persists.

#TE00132127 — Pending with Level 2

What L1 saw: MX6200 intermittent connectivity; smart TVs and devices affected.
Why it escalated: L1 provided incorrect URLs and misidentified hardware.
Related call chain: Multiple calls including #LTS00132147 and #TE00132127.
What L2 did: Claimed case from TE queue; attempted callback but customer unavailable.
Current state: Escalated.
L1 learning points:

1. Verify model and serial number before troubleshooting.

2. Use correct support URLs (support.linksys.com) and avoid unsafe domains.

3. Collect customer contact details and schedule callbacks clearly.

Coach Appendix

Highest-signal weekly trend: Persistent issues with incorrect reset procedures (25s vs 10s) and unsafe URL provision across MX and WHW product families.
Recurring pattern: Need for improved diagnostic rigor in connectivity cases, especially after ISP changes or power outages. PCI compliance risks observed during payment handling in escalated calls.
Evidence: Calls #TE00131905, #LTS00131700, #LTS00131709, and #LTS00131938 highlighted inconsistent technical guidance and compliance gaps.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#GI00127699	2026-06-01 12:58:56+00:00	1.50	INBOUND	—	GENERAL INQUIRY	Call terminated; no resolution provided.
#GI00131690	2026-06-01 20:17:32+00:00	3.50	INBOUND	EA7300	CONNECTIVITY	Advised that the EA7300 is End-of-Life and recommended upgrading to a newer Linksys router for better performance.
#LTS00131700	2026-06-01 20:37:05+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	Directed customer to support.linksys.com and offered paid connect service; no configuration completed or validated.
#LTS00131709	2026-06-01 21:19:47+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Directed customer to support.linksys.com and promised email with setup instructions.
#LTS00131713	2026-06-01 21:41:25+00:00	2.80	INBOUND	EA8300	CONNECTIVITY	Customer resolved issue independently; agent did not verify fix or provide correct self-help resources.
#LTS00101564	2026-06-01 22:28:55+00:00	2.40	INBOUND	MX2000	CONNECTIVITY	Customer will call back to purchase Paid Connect service for further assistance.
#GI00131724	2026-06-01 22:40:56+00:00	1.00	INBOUND	—	Unclassified	not_fixed
#LTS00131728	2026-06-01 22:55:06+00:00	1.00	INBOUND	WHW03	CONNECTIVITY	not_fixed
#LTS00131730	2026-06-01 22:59:14+00:00	1.60	INBOUND	E5400	SETUP	Directed customer to support.linksys.com for self‑service articles; offered paid $15 Connect service if they choose.
#LTS00131728	2026-06-01 23:45:30+00:00	1.10	INBOUND	WHW03	CONNECTIVITY	Agent promised to call back without specifying time or method; no valid next step was confirmed.
#LTS00131728	2026-06-02 00:10:02+00:00	1.60	OUTBOUND	WHW03	CONNECTIVITY	Identified hardware fault on one child node; advised replacement may be needed, but no formal RMA, escalation, or self-help path was provided.
#GI00131741	2026-06-02 01:04:57+00:00	3.00	INBOUND	MX6203	GENERAL INQUIRY	Agent confirmed technical feasibility; customer will attempt setup independently and may call back if issues arise.
#LTS00131743	2026-06-02 01:10:33+00:00	2.80	INBOUND	MX6200	CONNECTIVITY	Router appears online after power cycle; advised customer to consider purchasing an MX series node for better coverage.
#LTS00131753	2026-06-02 02:27:44+00:00	3.40	INBOUND	MR8300	CONNECTIVITY	Customer directed to support.linksys.com for self-service troubleshooting articles.
#TE00131905	2026-06-02 20:14:50+00:00	1.40	INBOUND	WHW03	SETUP	Escalated to Level 2 for advanced troubleshooting including possible firmware reflash; customer to be contacted within 2–3 hours.
#LTS00131955	2026-06-02 22:12:19+00:00	1.00	INBOUND	E1200	ACCESS	None; agent incorrectly declared router end-of-life and suggested replacement without verification.
#GI00131931	2026-06-02 22:21:14+00:00	2.80	INBOUND	—	ACCESS	Factory reset and re-configure the router using default credentials.
#LTS00131938	2026-06-02 22:43:00+00:00	1.80	INBOUND	MX2000	CONNECTIVITY	Customer to contact Spectrum to resolve modem-level internet issue; agent will follow up the next day.
#LTS00083162	2026-06-02 23:29:18+00:00	1.40	INBOUND	MX4200	CONFIGURATION	Node displayed solid green, but agent provided no verification steps and closed under incorrect brand (TP-Link).
#LTS00131953	2026-06-03 00:11:51+00:00	2.80	INBOUND	MR6350	CONFIGURATION	Customer will use the online support article to attempt band separation; no further action required by agent.
#LTS00131955	2026-06-03 00:18:57+00:00	1.30	INBOUND	E1200	ACCESS	Customer directed to invalid URL for self-help; no password recovery method provided.
#LTS00131955	2026-06-03 00:31:05+00:00	2.80	INBOUND	E1200	ACCESS	Customer instructed to log into the router’s web UI to view or change the Wi-Fi password; no further action taken.
#LTS00131966	2026-06-03 01:27:27+00:00	1.30	INBOUND	EA5800	CONNECTIVITY	No resolution achieved. Agent provided invalid URL (support.linkedin.com) and did not confirm internet restoration.
#LTS00002343	2026-06-03 01:32:49+00:00	1.80	INBOUND	MX6200	SETUP	Advised that the observed UI glitch should self-correct; instructed customer to monitor node status with no further action or escalation path provided.
#LTS00132116	2026-06-03 20:02:02+00:00	2.80	INBOUND	MX4200	SETUP	Agent will email KB articles on resetting the admin password and adding child nodes.
#LTS00132130	2026-06-03 21:49:54+00:00	4.00	INBOUND	MX8500	ACCESS	Access router UI via http://192.168.15.1/ui/local/dynamic/index.html using HTTP and Edge browser; login successful.
#LTS00132132	2026-06-03 22:14:41+00:00	2.80	INBOUND	VLP01	CONNECTIVITY	Directed customer to support.linksys.com for self‑service guidance.
#LTS00098739	2026-06-03 22:24:34+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Nodes paired successfully; Wi-Fi network operational.
#LTS00132147	2026-06-03 23:13:48+00:00	1.00	INBOUND	EA7250	ACCESS	None.
#LTS00132147	2026-06-03 23:41:54+00:00	1.00	INBOUND	EA7250	ACCESS	None
#LTS00132147	2026-06-03 23:47:52+00:00	2.80	INBOUND	EA7250	ACCESS	Use http://myrouter.local or http://192.168.1.1 with admin password 'admin'; if login still fails, perform a factory reset.
#LTS00132148	2026-06-04 00:00:54+00:00	2.90	INBOUND	CM3024	CONNECTIVITY	Contact ISP for configuration changes or replace the modem with a supported model.
#LTS00131955	2026-06-04 00:22:58+00:00	1.00	INBOUND	E1200	ACCESS	Provided website link only; no functional resolution.
#LTS00058471	2026-06-04 00:33:03+00:00	1.40	INBOUND	MX5500	SETUP	No resolution. Customer directed to a misspelled URL and offered paid support, leading to call abandonment.
#TE00027382	2026-06-04 00:34:27+00:00	2.80	INBOUND	MX6200	SETUP	All nodes are now online; advise monitoring signal and repositioning if needed.
#LTS00132307	2026-06-04 20:07:38+00:00	1.40	INBOUND	E7350	SETUP	Customer reported admin page opened after trying URLs, but agent did not confirm or assist with further setup.
#LTS00096076	2026-06-04 21:26:23+00:00	2.00	INBOUND	MX4200	CONNECTIVITY	Most nodes showed connected status (green/blue) by end of call, but one remained unstable. No definitive resolution confirmed. No follow-up or escalation scheduled.
#LTS00132332	2026-06-04 22:59:03+00:00	1.70	INBOUND	WHW03	CONNECTIVITY	Agent concluded node was connected based on incorrect LED interpretation; no actual resolution or further steps provided.
#LTS00112384	2026-06-04 23:52:23+00:00	2.20	INBOUND	EA7450	SETUP	Customer to manage router locally using provided URLs and change WAN type to DHCP after modem replacement. No path provided to correct email address.
#LTS00132342	2026-06-05 00:22:06+00:00	2.80	INBOUND	E5400	CONNECTIVITY	Internet restored after reset and Wi‑Fi re‑configuration.
#LTS00132348	2026-06-05 00:57:54+00:00	2.80	INBOUND	PAP2T	SETUP	Advised to consult support.linksys.com for legacy products and consider a newer model; no technical fix provided.
#GI00127132	2026-06-05 01:13:34+00:00	2.80	INBOUND	WHW03	SETUP	All nodes are now solid blue and admin UI is accessible; customer can complete bridge-mode configuration and place nodes.
#LTS00132350	2026-06-05 01:27:40+00:00	2.80	INBOUND	EA6100	CONNECTIVITY	Provided support website and offered paid support; customer declined and plans to replace router.
#LTS00132352	2026-06-05 01:43:00+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Internet restored; router and at least one node are operational.
#LTS00132447	2026-06-05 18:12:34+00:00	2.80	INBOUND	WHW01	SETUP	Agent will email a link to a video showing how to reset and re-add the nodes.
#LTS00131968	2026-06-05 18:25:16+00:00	3.30	INBOUND	MX4200	NO TROUBLESHOOTING NEEDED	Access router locally via http://myrouter.local; monitor for any further issues.
#LTS00132453	2026-06-05 18:46:54+00:00	2.80	INBOUND	MX5300	CONNECTIVITY	Network restored; advise replacement of original parent node with faulty WAN port.
#GI00132479	2026-06-05 20:58:26+00:00	2.20	INBOUND	MR7340	SETUP	No concrete resolution; advised to research further on support.linksys.com.
#LTS00132485	2026-06-05 21:43:46+00:00	2.80	INBOUND	MX4200	CONNECTIVITY	Router reset and Wi-Fi re-configuration restored internet; child nodes re-joined the mesh.
#LTS00132495	2026-06-05 22:33:06+00:00	2.20	INBOUND	E4200	CONNECTIVITY	Customer to try wired connection and access 192.168.1.1; no confirmation of success or follow-up scheduled.
#LTS00132500	2026-06-05 23:02:02+00:00	2.80	INBOUND	MX4000	SETUP	Nodes paired and Wi-Fi reconfigured; internet appears functional but not confirmed. Advised on parental controls.
#LTS00121778	2026-06-05 23:29:18+00:00	1.70	INBOUND	MX4200	CONNECTIVITY	No resolution achieved; further troubleshooting required (correct reset timing, proper pairing method, WAN verification).
#LTS00132506	2026-06-06 00:14:15+00:00	3.10	INBOUND	WHW01	SETUP	Directed customer to support.linksys.com and offered paid-connect service; no troubleshooting performed.
#LTS00121778	2026-06-06 00:26:13+00:00	4.00	OUTBOUND	MX4200	CONNECTIVITY	Issue resolved; network operational.
#LTS00132507	2026-06-06 00:30:50+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Offered self-help article link and paid support; customer declined.
#TE00132127	2026-06-06 00:53:04+00:00	1.80	INBOUND	MX6200	CONFIGURATION	Callback promised but not arranged; agent later stated support was closed and no technician available. No valid next step confirmed.