# eric.marbella@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 | | --- | --- | --- | --- | --- | --- | | 14 | 38m 4s | MX6200 | GENERAL INQUIRY | 6 | 5 | ## Work Mix Lens - Escalation-heavy week: 7 TE-owned calls vs 0 LTS queue calls. - Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 14 | | Protocol | 1.10 | 14 | | Communication | 2.10 | 14 | | Overall | 2.00 | 14 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 9 | 49m 16s | 1.97 | 2.56 | 1.33 | 2.22 | | | WHW | 1 | 38m 18s | 1.00 | 1.00 | 1.00 | 1.00 | | **Key Observations** - MX is one of the slowest families at 49m 16s. - WHW is one of the slowest families at 38m 18s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | GENERAL INQUIRY | 5 | 21m 4s | 2.10 | 3.20 | 1.20 | 2.20 | | | CONNECTIVITY | 3 | 58m 4s | 1.30 | 1.00 | 1.00 | 1.70 | ✓ | | SETUP | 3 | 52m 13s | 1.80 | 2.30 | 1.30 | 2.30 | ✓ | | HARDWARE | 1 | 56m 5s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ | | ACCESS | 2 | 46m 33s | 2.30 | 3.00 | 1.00 | 2.00 | | ## Week-over-Week Movement - Accuracy moved up 0.27 vs. last week. - Average handle time moved down by 1m 27s. - Family swing: MX handle time moved up by 14m 36s vs. last week. ## What Went Well - **Clear communication in refund process** > "Thank you again for answering my call. And would there be anything else that I can assist you with, aside from your main concern?" [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) - **Persistence in troubleshooting guidance** > "Okay, so before we, before we proceed. So you got a new modem and then also a router from them?" [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) --- ## Growth Opportunities - **Protocol adherence and case documentation** > "Did not collect product model or serial number despite clear hardware entitlement issue." [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) - **Technical accuracy and troubleshooting** > "Agent used unauthorized third-party remote access tool, violating security protocol." [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) --- ## Next Week's Focus 1. **Collect essential product details (model, serial number) on every call.** 2. **Verify warranty status before discussing replacement options.** 3. **Use only approved Linksys tools for remote access.** 4. **Document all troubleshooting steps and outcomes in HappyFox.** --- ## Technical Accuracy - **Improvement** > "Agent failed to collect product model and serial number despite critical relevance to replacement verification. No warranty status or case documentation was performed." [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) - **Improvement** > "Agent used unauthorized third-party remote access tool, violating security protocol. Misidentified LED colors and provided incorrect IP address behavior guidance." [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) - **Improvement** > "Agent provided incorrect support URL and misstated brand name, undermining technical credibility and protocol adherence." [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) - **Improvement** > "Agent provided incorrect support URL and misstated company name, violating accuracy and protocol. No troubleshooting or valid support path was provided." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** > "Agent failed to provide accurate support information, violating protocol and leaving the customer misdirected." [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) — Pending with Level 2 - **What L1 saw**: Customer received a used MX6201 replacement unit and wanted a brand-new one. L1 failed to collect product details, verify warranty, or open a case. - **Why it escalated**: Lack of documentation and unclear next steps. - **Related call chain**: Multiple calls involving the same issue, with inconsistent handling and no resolution. - **What L2 did**: Pending HQ feedback; no resolution steps documented yet. - **Current state**: Pending with Level 2. - **L1 learning points**: Always collect model/serial numbers, verify warranty, and document all interactions in HappyFox. ### [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) — Callback - **What L1 saw**: MX8500 node disconnected, showing solid red light. L1 attempted remote session via unauthorized tool and escalated. - **Why it escalated**: Need for firmware retrieval and possible replacement. - **Related call chain**: Multiple calls involving the same issue, with inconsistent handling. - **What L2 did**: Claimed case, attempted to retrieve latest firmware, and scheduled callback. - **Current state**: Callback. - **L1 learning points**: Use approved remote tools, verify LED states correctly, and document all troubleshooting steps. ### [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) — Resolved - **What L1 saw**: MX4000 unable to access web UI, showing blank blue screen. L1 escalated after failed troubleshooting. - **Why it escalated**: Unable to resolve blank screen issue. - **Related call chain**: Single call involving the issue. - **What L2 did**: Tested firmware downgrade on lab unit and provided workaround. - **Current state**: Resolved. - **L1 learning points**: Try accessing admin interface via full UI path if default address fails. ### [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) — Resolved - **What L1 saw**: MX4200 no internet connection after ISP upgrade. L1 scheduled callback without troubleshooting. - **Why it escalated**: No resolution achieved. - **Related call chain**: Multiple calls involving the same issue. - **What L2 did**: Performed remote troubleshooting and resolved the issue. - **Current state**: Resolved. - **L1 learning points**: Perform basic network diagnostics (ipconfig, admin page) before scheduling callbacks. ### [#TE00125022](https://linksys.happyfox.com/staff/ticket/125022/) — Resolved - **What L1 saw**: WHW01 child node disconnected after outage. L1 advised contacting ISP and abruptly ended the call. - **Why it escalated**: No resolution achieved. - **Related call chain**: Single call involving the issue. - **What L2 did**: Resolved the issue and provided feedback. - **Current state**: Resolved. - **L1 learning points**: Provide clear troubleshooting steps and avoid abrupt call endings. --- ## Coach Appendix - **Highest-signal weekly trend**: Protocol adherence and technical accuracy need significant improvement, particularly in collecting product details, using approved tools, and providing accurate support information. - **Recurring pattern**: Multiple calls show inconsistent handling of hardware and connectivity issues, with a lack of documentation and unclear next steps. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-02 00:36:01+00:00 | 1.80 | INBOUND | — | HARDWARE | Agent promised to call back within 30-60 minutes after internal follow-up, but no case was opened or details captured. | | [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) | 2026-06-02 00:36:48+00:00 | 2.00 | OUTBOUND | MX8500 | CONNECTIVITY | Escalated to engineering for firmware retrieval and possible replacement; follow-up to be scheduled via email/phone. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-02 02:47:15+00:00 | 2.20 | OUTBOUND | MX6200 | GENERAL INQUIRY | Agent explained warranty policy but provided no actionable resolution or escalation contact. Customer remains dissatisfied with no next step. | | [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) | 2026-06-02 20:47:52+00:00 | 2.20 | OUTBOUND | MX4000 | ACCESS | Agent will test firmware downgrade on lab unit and schedule follow-up call tomorrow after 2 PM CST. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-03 18:41:03+00:00 | 2.80 | INBOUND | MX6200 | GENERAL INQUIRY | Escalated to higher management; follow‑up to be made within 24‑48 business hours. | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-03 19:44:14+00:00 | 1.60 | OUTBOUND | MX4200 | SETUP | Schedule callback for tomorrow (9:00–9:30 AM) to perform full troubleshooting. | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-04 17:40:21+00:00 | 1.80 | OUTBOUND | MX4200 | SETUP | Customer instructed to rewire parent node to modem; no confirmation of success obtained, and no further steps provided. | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-04 17:48:05+00:00 | 2.10 | OUTBOUND | MX4200 | SETUP | Customer to verify WAN connectivity on the parent node, confirm DHCP address, and re-add child nodes using proper pairing method (pair button for Velop); if still failing, schedule a technician or consider warranty replacement. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 20:05:03+00:00 | 1.00 | INBOUND | — | GENERAL INQUIRY | None – call ended without any action. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 20:09:21+00:00 | 3.70 | OUTBOUND | — | GENERAL INQUIRY | Escalated to Customer Service for refund processing; customer to be contacted within 24‑48 business hours. | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-06-04 22:10:18+00:00 | 1.10 | OUTBOUND | — | SETUP | Vague promise of email and callback; no verified resolution path established. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 22:59:26+00:00 | 1.60 | OUTBOUND | MX6201 | GENERAL INQUIRY | Customer Service to call customer within 24–48 business hours with exact refund amount; customer will then decide to return or keep the device. | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-05 00:03:47+00:00 | 2.20 | OUTBOUND | — | GENERAL INQUIRY | Serial number recorded, but no further action, escalation path, or follow-up expectation communicated. | | [#TE00125022](https://linksys.happyfox.com/staff/ticket/125022/) | 2026-06-05 21:04:57+00:00 | 1.00 | INBOUND | WHW01 | CONNECTIVITY | No resolution achieved; agent advised contacting ISP despite customer confirmation of restored service, then abruptly ended call without follow-up. | | [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) | 2026-06-06 01:21:29+00:00 | 1.40 | OUTBOUND | MX8500 | CONNECTIVITY | Escalated to higher management; promised email update within 24–48 hours. |