# 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](https://linksys.happyfox.com/staff/ticket/131690/) > **Persistence in troubleshooting complex issues** > Persisted through multiple troubleshooting attempts and eventually restored internet connectivity. > [#LTS00132453](https://linksys.happyfox.com/staff/ticket/132453/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131905/) > *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](https://linksys.happyfox.com/staff/ticket/131700/) > *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](https://linksys.happyfox.com/staff/ticket/131700/) ### **Improvement** Incorrect support URL provided ('support.linkss.com'). [#LTS00131713](https://linksys.happyfox.com/staff/ticket/131713/) ### **Improvement** Incorrect reset procedures and PCI violation during troubleshooting. [#LTS00131709](https://linksys.happyfox.com/staff/ticket/131709/) ### **Improvement** Incorrect pairing methods and reset procedures applied to WHW03. [#LTS00131938](https://linksys.happyfox.com/staff/ticket/131938/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — 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](https://linksys.happyfox.com/staff/ticket/2343/) — 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](https://linksys.happyfox.com/staff/ticket/27382/) — 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](https://linksys.happyfox.com/staff/ticket/96076/) — 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](https://linksys.happyfox.com/staff/ticket/132127/) — 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](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-06-01 12:58:56+00:00 | 1.50 | INBOUND | — | GENERAL INQUIRY | Call terminated; no resolution provided. | | [#GI00131690](https://linksys.happyfox.com/staff/ticket/131690/) | 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](https://linksys.happyfox.com/staff/ticket/131700/) | 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](https://linksys.happyfox.com/staff/ticket/131709/) | 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](https://linksys.happyfox.com/staff/ticket/131713/) | 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](https://linksys.happyfox.com/staff/ticket/101564/) | 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](https://linksys.happyfox.com/staff/ticket/131724/) | 2026-06-01 22:40:56+00:00 | 1.00 | INBOUND | — | Unclassified | not_fixed | | [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-01 22:55:06+00:00 | 1.00 | INBOUND | WHW03 | CONNECTIVITY | not_fixed | | [#LTS00131730](https://linksys.happyfox.com/staff/ticket/131730/) | 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](https://linksys.happyfox.com/staff/ticket/131728/) | 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](https://linksys.happyfox.com/staff/ticket/131728/) | 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](https://linksys.happyfox.com/staff/ticket/131741/) | 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](https://linksys.happyfox.com/staff/ticket/131743/) | 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](https://linksys.happyfox.com/staff/ticket/131753/) | 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](https://linksys.happyfox.com/staff/ticket/131905/) | 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](https://linksys.happyfox.com/staff/ticket/131955/) | 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](https://linksys.happyfox.com/staff/ticket/131931/) | 2026-06-02 22:21:14+00:00 | 2.80 | INBOUND | — | ACCESS | Factory reset and re-configure the router using default credentials. | | [#LTS00131938](https://linksys.happyfox.com/staff/ticket/131938/) | 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](https://linksys.happyfox.com/staff/ticket/83162/) | 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](https://linksys.happyfox.com/staff/ticket/131953/) | 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](https://linksys.happyfox.com/staff/ticket/131955/) | 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](https://linksys.happyfox.com/staff/ticket/131955/) | 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](https://linksys.happyfox.com/staff/ticket/131966/) | 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](https://linksys.happyfox.com/staff/ticket/2343/) | 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](https://linksys.happyfox.com/staff/ticket/132116/) | 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](https://linksys.happyfox.com/staff/ticket/132130/) | 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](https://linksys.happyfox.com/staff/ticket/132132/) | 2026-06-03 22:14:41+00:00 | 2.80 | INBOUND | VLP01 | CONNECTIVITY | Directed customer to support.linksys.com for self‑service guidance. | | [#LTS00098739](https://linksys.happyfox.com/staff/ticket/98739/) | 2026-06-03 22:24:34+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Nodes paired successfully; Wi-Fi network operational. | | [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 23:13:48+00:00 | 1.00 | INBOUND | EA7250 | ACCESS | None. | | [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 23:41:54+00:00 | 1.00 | INBOUND | EA7250 | ACCESS | None | | [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 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](https://linksys.happyfox.com/staff/ticket/132148/) | 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](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-04 00:22:58+00:00 | 1.00 | INBOUND | E1200 | ACCESS | Provided website link only; no functional resolution. | | [#LTS00058471](https://linksys.happyfox.com/staff/ticket/58471/) | 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](https://linksys.happyfox.com/staff/ticket/27382/) | 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](https://linksys.happyfox.com/staff/ticket/132307/) | 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](https://linksys.happyfox.com/staff/ticket/96076/) | 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](https://linksys.happyfox.com/staff/ticket/132332/) | 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](https://linksys.happyfox.com/staff/ticket/112384/) | 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](https://linksys.happyfox.com/staff/ticket/132342/) | 2026-06-05 00:22:06+00:00 | 2.80 | INBOUND | E5400 | CONNECTIVITY | Internet restored after reset and Wi‑Fi re‑configuration. | | [#LTS00132348](https://linksys.happyfox.com/staff/ticket/132348/) | 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](https://linksys.happyfox.com/staff/ticket/127132/) | 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](https://linksys.happyfox.com/staff/ticket/132350/) | 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](https://linksys.happyfox.com/staff/ticket/132352/) | 2026-06-05 01:43:00+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Internet restored; router and at least one node are operational. | | [#LTS00132447](https://linksys.happyfox.com/staff/ticket/132447/) | 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](https://linksys.happyfox.com/staff/ticket/131968/) | 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](https://linksys.happyfox.com/staff/ticket/132453/) | 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](https://linksys.happyfox.com/staff/ticket/132479/) | 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](https://linksys.happyfox.com/staff/ticket/132485/) | 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](https://linksys.happyfox.com/staff/ticket/132495/) | 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](https://linksys.happyfox.com/staff/ticket/132500/) | 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](https://linksys.happyfox.com/staff/ticket/121778/) | 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](https://linksys.happyfox.com/staff/ticket/132506/) | 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](https://linksys.happyfox.com/staff/ticket/121778/) | 2026-06-06 00:26:13+00:00 | 4.00 | OUTBOUND | MX4200 | CONNECTIVITY | Issue resolved; network operational. | | [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 00:30:50+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Offered self-help article link and paid support; customer declined. | | [#TE00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 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. |