# jane.reambonanza@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 |
| --- | --- | --- | --- | --- | --- |
| 11 | 25m 55s | — | CONNECTIVITY | 6 | 1 |

## Work Mix Lens
- Frontline-heavy week: 6 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 | 1.82 | 11 |
| Protocol | 1.45 | 11 |
| Communication | 1.91 | 11 |
| Overall | 1.75 | 11 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 1 | 76m 6s | 1.80 | 2.00 | 2.00 | 2.00 | Outlier: 2.7x weekly median handle time |
| EA | 2 | 34m 39s | 2.00 | 1.00 | 1.50 | 2.00 |  |
| MBE | 1 | 21m 56s | 1.50 | 1.00 | 1.00 | 1.00 |  |
| MX | 1 | 21m 38s | 1.10 | 1.00 | 1.00 | 2.00 |  |

**Key Observations**
- OTHER is the slowest family at 76m 6s; outlier: 2.7x weekly median handle time.
- EA is one of the slowest families at 34m 39s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 6 | 30m 33s | 1.65 | 1.50 | 1.50 | 1.83 | ✓ |
| ACCESS | 3 | 10m 18s | 1.77 | 1.67 | 1.33 | 2.00 | ✓ |
| SETUP | 2 | 49m 41s | 2.85 | 2.00 | 1.50 | 2.00 |  |
| GENERAL INQUIRY | 1 | 5m 49s | 1.80 | 5.00 | 1.00 | 2.00 |  |

## Week-over-Week Movement
- Overall moved down 1.19 vs. last week.
- Accuracy moved down 1.18 vs. last week.
- Protocol moved down 0.64 vs. last week.
- Average handle time moved down by 4m 02s.

## What Went Well

1. **Persistent problem-solving under pressure**  
   > *"Advised customer to contact Ring support for camera reset; no confirmed fix for TV and no self-help resources provided."*  
   [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/)  
   *The agent remained patient and continued to attempt assistance despite multiple obstacles, ultimately guiding the customer toward a viable next step.*

2. **Effective resolution of static IP configuration**  
   > *"do you have the Linksys smart Wi-Fi interface do you have the Linksys smart Wi-Fi page? open right now, sir? or no?"*  
   [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/)  
   *Step-by-step guidance through router access and static IP setup resulted in verified internet connectivity.*

---

## Growth Opportunities

1. **Technical accuracy and protocol adherence**  
   > *"you need to enter the IP address then forward slash sysinfo.cgi forward slash sysinfo.sysinfo.cgi"*  
   [#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/)  
   ***Next step:** Always verify device model compatibility before suggesting specialized URLs (e.g., `/sysinfo.cgi` is unsupported on Velop/MX series). Use standard KB paths for log collection.*

2. **Structured troubleshooting and call control**  
   > *"Which... okay... shuts down everything. Okay. Which one is the newest one? What model is the newest one? Can you give me the serial number so that I can... configure it?"*  
   [#LTS00131757](https://linksys.happyfox.com/staff/ticket/131757/)  
   ***Next step:** Implement a consistent diagnostic flow: collect model/serial/warranty status, run LED/cable checks, and validate each step before escalating. Avoid speculative warranty claims.*

---

## Next Week's Focus

- Collect **model, serial number, and warranty status** on every call before initiating troubleshooting.
- Use **approved remote-support tools only**; avoid unauthorized platforms like Zoho.
- Confirm **resolution at closure** — never end a call without explicit customer acknowledgment of success or a documented next step.
- For CONNECTIVITY issues, **isolate and test** each node/device before recommending resets or replacements.

---

## Technical Accuracy

**Improvement**  
> *Agent provided materially incorrect default admin password ('admin admin') which is not standard for any Linksys device.*  
[#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/)  
*Avoid guessing credentials — always direct customers to KB-approved default passwords or password-reset procedures.*

**Improvement**  
> *Agent directed customer to access /sysinfo.cgi without confirming model compatibility, which is only valid on select older models.*  
[#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/)  
*Restrict sysinfo guidance to explicitly supported models (e.g., older EA/MX generations) and use standard diagnostic URLs for newer platforms.*

**Improvement**  
> *Agent provided incorrect web address 'myrouter.com' preventing proper access to router admin interface.*  
[#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/)  
*Always use `myrouter.local` or `http://<router_ip>` for admin access — “myrouter.com” is not a valid Linksys domain.*

**Improvement**  
> *Agent used unauthorized remote-support platform (join.zoho.com) which is not a Linksys-approved support tool.*  
[#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/)  
*Use only Linksys-approved remote-assistance methods (e.g., Linksys Secure Remote) to maintain security and compliance.*

**Improvement**  
> *Agent provided factually incorrect warranty extension information, claiming MX series purchase extends coverage on other devices for $50–$100, which is not a valid Linksys program.*  
[#LTS00131757](https://linksys.happyfox.com/staff/ticket/131757/)  
*Do not invent warranty policies — refer customers to official Linksys warranty terms and authorized service options.*

---

## Coaching Moments

**Improvement**  
> *"Is, is the router is the problem? It's the nodes but who knows? What happened is um Spectrum who's our um internet company did an upgrade yesterday and it screwed up everything I um it disconnected you know I, it disconnected the nodes and I was and I was able to restart the router and then also rehook up the nodes but now, it's telling me that my password for my Wi-Fi is not my password."*  
[#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/)  
*The agent interrupted the customer’s issue description with assumptions (“it’s the nodes”) instead of listening and gathering facts. Practice reflective listening to fully understand the problem before troubleshooting.*

**Improvement**  
> *"Okay, so this, Oh, Okay. Okay. And I just want to confirm my remember how far are these cameras from the nearest node, like the distance. I just done estimate them a rough estimate. You need exact this one. Ye..."*  
[#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/)  
*The agent’s abrupt tone (“You need exact this one”) created friction. Use collaborative language (“Can you help me estimate…?”) to maintain rapport and encourage accurate data collection.*

---

## Escalation Lessons: What L2 Did

### [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) — Resolved by Level 2

- **What L1 saw:** Customer reported Wi-Fi password rejection on half devices after ISP upgrade; mesh nodes appeared as guest network. L1 reset nodes, changed channels, and initiated paid support.
- **Why it escalated:** L1 provided incorrect URLs, misidentified LED states, and failed to confirm resolution before closure. Customer remained offline at call end.
- **Related call chain:** Follow-up call from same customer after L1 closure; L2 took over.
- **What L2 did:** Verified mesh topology, confirmed ISP-induced DHCP conflict, guided customer through factory reset with correct 5-press procedure, and validated post-reset connectivity.
- **Current state:** Resolved — all devices reconnected using correct password after reset.
- **L1 learning points:**  
  1. Always confirm mesh node LED states (solid blue = connected) before declaring issues resolved.  
  2. For password mismatches after ISP changes, prioritize factory reset over channel changes.  
  3. Never initiate paid support before exhausting free troubleshooting steps.

### [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) — Resolved by Level 2

- **What L1 saw:** Customer unable to print to HP OfficeJet Pro 8030E connected via Ethernet to MX4200; claimed “Linksys told me it would be simple.”
- **Why it escalated:** L1 used unauthorized remote tool, failed to collect router/model details, and provided no printer-specific guidance. Customer abandoned product.
- **Related call chain:** Initial call from different L1 agent; L2 assumed after customer requested supervisor.
- **What L2 did:** Explained Linksys does not support third-party printer drivers, guided customer through basic network connectivity checks, and recommended contacting HP for driver/firmware support.
- **Current state:** Resolved — customer contacted HP and confirmed printer functionality.
- **L1 learning points:**  
  1. Clearly state Linksys scope — we support routers, not peripheral device drivers.  
  2. Use approved remote tools only; never redirect to third-party platforms.  
  3. For printer connectivity, verify LAN port status, IP assignment, and SSID visibility before escalating.

---

## Coach Appendix

*Highest-signal trend: Inconsistent technical accuracy and protocol adherence in CONNECTIVITY and ACCESS cases, often due to missing model/serial collection and premature escalation. Focus next week on structured diagnostics (model → warranty → LED/cables → topology) and avoiding unauthorized tools or speculative warranty claims. Prioritize verbatim customer issue capture before solutioning.*

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/) | 2026-06-01 16:39:22+00:00 | 1.40 | OUTBOUND | — | ACCESS | Customer will consider performing a factory reset in the next few days; no immediate resolution achieved. |
| [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-01 21:58:25+00:00 | 1.60 | INBOUND | — | ACCESS | Agent promised to email reset and re-pair instructions to tavglila.com; customer to attempt fix and call back if unresolved. |
| [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-01 22:42:55+00:00 | 1.50 | INBOUND | — | CONNECTIVITY | Escalated to advanced technical team; customer advised to await callback. |
| [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-02 00:46:15+00:00 | 1.80 | OUTBOUND | C43FSJ04 | CONNECTIVITY | Advised customer to contact Ring support for camera reset; no confirmed fix for TV and no self-help resources provided. |
| [#LTS00131757](https://linksys.happyfox.com/staff/ticket/131757/) | 2026-06-02 02:28:23+00:00 | 1.50 | INBOUND | MBE7000 | CONNECTIVITY | Escalated to advanced team; callback scheduled for next day. |
| [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-02 21:46:23+00:00 | 1.80 | INBOUND | — | GENERAL INQUIRY | Paul will call back within 10–15 minutes after the call ends. |
| [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-02 22:00:28+00:00 | 2.80 | OUTBOUND | EA9500 | SETUP | Customer to contact Spectrum support to register the new EA9300 router's MAC address with their modem. |
| [#LTS00131067](https://linksys.happyfox.com/staff/ticket/131067/) | 2026-06-03 20:18:06+00:00 | 1.20 | INBOUND | EA8300 | CONNECTIVITY | Suggested purchasing a new MX2000 router without troubleshooting. |
| [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-04 20:14:26+00:00 | 2.30 | INBOUND | — | ACCESS | Escalated to Level 2; callback scheduled within one hour. |
| [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-04 20:50:07+00:00 | 2.90 | OUTBOUND | — | SETUP | Static IP configured and Wi‑Fi renamed; internet connectivity verified. |
| [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 13:03:30+00:00 | 1.10 | OUTBOUND | MX4200 | CONNECTIVITY | None; call ended with customer planning to return the router. |