# jorgenathaniel.amores@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 |
| --- | --- | --- | --- | --- | --- |
| 40 | 21m 53s | MX6200 | CONNECTIVITY | 40 | 1 |

## Work Mix Lens
- Frontline-heavy week: 43 LTS queue calls vs 2 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 | 2.40 | 40 |
| Protocol | 1.70 | 40 |
| Communication | 2.10 | 40 |
| Overall | 2.10 | 40 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 1 | 47m 25s | 2.00 | 2.00 | 2.00 | 2.00 | Outlier: 2.4x weekly median handle time |
| WHW | 6 | 31m 11s | 2.27 | 3.00 | 1.67 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 29m 59s | 1.71 | 2.17 | 1.50 | 1.92 |  |
| MR | 6 | 26m 38s | 1.88 | 2.17 | 1.33 | 2.17 |  |
| E | 5 | 20m 2s | 2.18 | 2.20 | 1.80 | 2.00 |  |
| OTHER | 2 | 17m 48s | 1.95 | 1.00 | 1.00 | 2.00 |  |
| EA | 13 | 15m 12s | 2.18 | 2.00 | 1.69 | 1.92 |  |
| SPN | 1 | 9m 6s | 1.80 | 1.00 | 2.00 | 2.00 |  |
| RE | 1 | 8m 11s | 1.80 | 1.00 | 2.00 | 2.00 |  |

**Key Observations**
- MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time.
- WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 22 | 23m 56s | 2.00 | 2.20 | 1.70 | 2.10 | ✓ |
| ACCESS | 6 | 18m 27s | 1.80 | 2.30 | 1.50 | 2.00 | ✓ |
| SETUP | 6 | 23m 22s | 2.00 | 2.30 | 1.70 | 2.20 | ✓ |
| CONFIGURATION | 4 | 16m 46s | 2.00 | 2.20 | 1.50 | 2.00 | ✓ |

## Week-over-Week Movement
- Average handle time moved up by 2m 21s.
- Family swing: WHW handle time moved up by 15m 19s vs. last week.
- Family swing: E handle time moved up by 8m 53s vs. last week.
- Family swing: OTHER handle time moved up by 8m 34s vs. last week.

## What Went Well

1. **Accurate model identification**  
   > *"Vanessa reported one WHW03 mesh node turning red after replacing her ISP router, followed by both child nodes showing red. The agent confirmed the device was out of warranty and offered paid support or emailed instructions but did not perform any active troubleshooting."*  
   [#LTS00131663](https://linksys.happyfox.com/staff/ticket/131663/)

2. **Persistence in troubleshooting**  
   > *"Remained on the line during extended troubleshooting and did not rush closure."*  
   [#LTS00032477](https://linksys.happyfox.com/staff/ticket/32477/)

---

## Growth Opportunities

1. **Model-specific technical accuracy**  
   > *"Instructed a 30-second reset duration for MX2000, which is incorrect. The correct duration is ~10 seconds per KB. Additionally, the 5-press pairing method is not applicable to Velop MX2000."*  
   [#LTS00131718](https://linksys.happyfox.com/staff/ticket/131718/)  
   **Next step**: Use KB-verified reset/pairing steps for Intelligent Mesh (e.g., 10s reset, WPS pairing).

2. **Protocol adherence**  
   > *"Failed to create or reference a HappyFox case number despite discussing warranty and sending instructions."*  
   [#LTS00131871](https://linksys.happyfox.com/staff/ticket/131871/)  
   **Next step**: Log all cases in HappyFox and confirm ticket numbers before closing.

---

## Next Week's Focus

1. **Verify model-specific steps first** – Confirm product family (e.g., Velop vs. Cognitive Mesh) before recommending resets or pairing methods.  
2. **Use correct reset durations** – 10–15 seconds for Velop MX series; 30 seconds only for older SPN/MR models.  
3. **Document every interaction** – Create HappyFox cases for all warranty discussions and self-help paths.  
4. **Reduce silences** – Use structured guidance (e.g., "Let me walk you through X step-by-step") to maintain call flow.

---

## Technical Accuracy

### **Improvement**  
> *"Agent instructed a 30-second reset duration for MX2000, which is incorrect. The correct duration is ~10 seconds per KB. Additionally, the 5-press pairing method is not applicable to Velop MX2000."*  
[#LTS00131718](https://linksys.happyfox.com/staff/ticket/131718/)  

### **Improvement**  
> *"Agent did not guide the customer through the proper password-recovery process using the five-digit recovery key or admin-page access."*  
[#LTS00131871](https://linksys.happyfox.com/staff/ticket/131871/)  

### **Improvement**  
> *"Agent provided factually incorrect information that EA6500 V2 is end-of-life and no firmware is available, contradicting Linksys KB."*  
[#LTS00131689](https://linksys.happyfox.com/staff/ticket/131689/)  

### **Improvement**  
> *"Agent provided an incorrect URL for local router access, leading to SSL errors and customer confusion."*  
[#LTS00131712](https://linksys.happyfox.com/staff/ticket/131712/)  

---

## Coaching Moments

*No additional coaching moments were extracted after the technical review.*

---

## Escalation Lessons: What L2 Did

### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2

- **What L1 saw**: Customer reported slow speeds (90 Mbps vs. 273 Mbps direct) on MR8300 after ISP change.  
- **Why it escalated**: L1 failed to test wired connection or collect serial/firmware details.  
- **What L2 did**: Replaced WAN cable, validated speeds via wired test, and confirmed ISP handoff.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Always test wired speeds to isolate ISP vs. router issues.  
  2. Collect model/serial/firmware before escalation.  
  3. Verify WAN LED and cable integrity first.

---

## Coach Appendix

- **Weekly trend**: Frontline-heavy week with prolonged handle times on WHW and MBE families. Protocol adherence and model-specific accuracy need tightening.  
- **Key pattern**: Incorrect reset/pairing guidance and missing case documentation recur across connectivity/setup cases.  
- **Evidence**: See drill-down categories (CONNECTIVITY, ACCESS) and product family tables above.

---

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00131663](https://linksys.happyfox.com/staff/ticket/131663/) | 2026-06-01 18:24:43+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Agent offered to email factory reset and re-pair instructions; customer declined paid support and will attempt fixes on her own. |
| [#LTS00131681](https://linksys.happyfox.com/staff/ticket/131681/) | 2026-06-01 19:28:42+00:00 | 2.80 | INBOUND | EA7200 | CONNECTIVITY | Agent will email factory‑reset instructions; customer will try the free steps. |
| [#LTS00131689](https://linksys.happyfox.com/staff/ticket/131689/) | 2026-06-01 20:07:56+00:00 | 1.90 | INBOUND | EA6500 | ACCESS | Agent promised to email reset instructions but did not confirm sending or provide them during call; no actionable steps completed. |
| [#LTS00032477](https://linksys.happyfox.com/staff/ticket/32477/) | 2026-06-01 20:50:12+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | Nodes displayed solid blue; agent closed call without functional validation. No follow-up scheduled. |
| [#LTS00131712](https://linksys.happyfox.com/staff/ticket/131712/) | 2026-06-01 21:16:54+00:00 | 1.80 | INBOUND | MR5500 | CONNECTIVITY | No resolution achieved. Advise customer to use the Linksys app to create separate SSIDs for 2.4 GHz and 5 GHz bands or disable band steering, then retry printer setup. |
| [#LTS00131718](https://linksys.happyfox.com/staff/ticket/131718/) | 2026-06-01 22:26:18+00:00 | 1.10 | INBOUND | MX2000 | CONNECTIVITY | No resolution achieved. No concrete next step, escalation, or follow-up scheduled. Call ended with customer still lacking internet. |
| [#LTS00131731](https://linksys.happyfox.com/staff/ticket/131731/) | 2026-06-01 23:01:12+00:00 | 1.80 | INBOUND | E2500 | SETUP | Customer will obtain an Ethernet cable and call back tomorrow for step-by-step AP configuration guidance. |
| [#LTS00131733](https://linksys.happyfox.com/staff/ticket/131733/) | 2026-06-01 23:22:05+00:00 | 2.20 | INBOUND | MX6200 | CONNECTIVITY | No resolution achieved; call ended without confirmed fix, callback, or escalation path. |
| [#LTS00131732](https://linksys.happyfox.com/staff/ticket/131732/) | 2026-06-01 23:30:47+00:00 | 2.80 | INBOUND | LAPAC1200C | CONNECTIVITY | Agent will email generic factory‑reset instructions; customer advised to verify solid‑blue LED after reset. |
| [#LTS00131734](https://linksys.happyfox.com/staff/ticket/131734/) | 2026-06-01 23:35:06+00:00 | 2.80 | INBOUND | EA7430 | SETUP | Router reset completed; Wi-Fi is now functional. Customer may change admin username/password via the router’s admin page. |
| [#LTS00131733](https://linksys.happyfox.com/staff/ticket/131733/) | 2026-06-02 00:15:58+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | No action taken; call ended without resolution. |
| [#LTS00131742](https://linksys.happyfox.com/staff/ticket/131742/) | 2026-06-02 00:26:59+00:00 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | Suggested factory reset (not feasible) and offered paid support; no definitive fix. |
| [#LTS00131737](https://linksys.happyfox.com/staff/ticket/131737/) | 2026-06-02 00:27:57+00:00 | 1.00 | INBOUND | MX6200 | CONNECTIVITY | not_fixed |
| [#LTS00131746](https://linksys.happyfox.com/staff/ticket/131746/) | 2026-06-02 00:47:59+00:00 | 1.00 | INBOUND | MX6200 | SETUP | None – call ended without agent involvement. |
| [#LTS00131746](https://linksys.happyfox.com/staff/ticket/131746/) | 2026-06-02 00:55:36+00:00 | 1.80 | INBOUND | MX6200 | SETUP | not_applicable |
| [#LTS00131746](https://linksys.happyfox.com/staff/ticket/131746/) | 2026-06-02 01:25:43+00:00 | 1.60 | INBOUND | MX6200 | SETUP | Provide correct Velop Pro 6E setup instructions, send KB link, and arrange a follow‑up call to verify completion. |
| [#LTS00131751](https://linksys.happyfox.com/staff/ticket/131751/) | 2026-06-02 01:59:21+00:00 | 2.90 | INBOUND | WHW03 | CONNECTIVITY | Email with factory reset and re-pairing instructions sent to customer. |
| [#GI00128410](https://linksys.happyfox.com/staff/ticket/128410/) | 2026-06-02 17:42:03+00:00 | 2.10 | INBOUND | MR9000 | ACCESS | Agent promised to resend the correct MR9000 guide but did not perform password recovery; next step is to have the customer use the five‑digit recovery key or perform a factory reset. |
| [#LTS00131871](https://linksys.happyfox.com/staff/ticket/131871/) | 2026-06-02 18:29:13+00:00 | 1.00 | INBOUND | EA7300 | ACCESS | Agent advised the customer to call Comcast; no technical resolution provided. |
| [#LTS00131887](https://linksys.happyfox.com/staff/ticket/131887/) | 2026-06-02 19:17:48+00:00 | 1.60 | INBOUND | MX5300 | CONNECTIVITY | Agent promised to email setup instructions. |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-02 19:50:40+00:00 | 1.80 | INBOUND | MR8300 | CONNECTIVITY | None provided. |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-02 19:59:49+00:00 | 1.10 | INBOUND | MR8300 | CONNECTIVITY | Callback scheduled for 5:30 PM on June 2, 2026 (incorrect date). No troubleshooting or data collection performed. |
| [#LTS00131887](https://linksys.happyfox.com/staff/ticket/131887/) | 2026-06-02 21:00:45+00:00 | 1.60 | INBOUND | MX5300 | CONNECTIVITY | Agent promised to email troubleshooting steps but provided no confirmation or correct guidance; customer ended call before receiving them. |
| [#LTS00131941](https://linksys.happyfox.com/staff/ticket/131941/) | 2026-06-02 22:49:49+00:00 | 1.10 | INBOUND | VLP01 | CONNECTIVITY | None provided — vague suggestion to reset with no follow-up mechanism or valid support path. |
| [#LTS00131944](https://linksys.happyfox.com/staff/ticket/131944/) | 2026-06-02 23:10:54+00:00 | 2.80 | INBOUND | EA3500 | ACCESS | Agent will email step-by-step instructions for password reset and router configuration. |
| [#LTS00131948](https://linksys.happyfox.com/staff/ticket/131948/) | 2026-06-02 23:27:15+00:00 | 2.00 | INBOUND | EA7500 | ACCESS | No resolution; customer still cannot access the admin page. |
| [#LTS00096965](https://linksys.happyfox.com/staff/ticket/96965/) | 2026-06-02 23:52:53+00:00 | 3.40 | INBOUND | EA7300 | CONNECTIVITY | Customer advised to contact Spectrum for support on ISP-provided router and Netgear for Nighthawk. |
| [#LTS00131952](https://linksys.happyfox.com/staff/ticket/131952/) | 2026-06-03 00:04:08+00:00 | 1.80 | INBOUND | RE7350 | SETUP | Agent promised to email setup instructions; no verification of success or follow-up path established. |
| [#LTS00131968](https://linksys.happyfox.com/staff/ticket/131968/) | 2026-06-03 01:28:31+00:00 | 2.20 | INBOUND | MX4200 | NO TROUBLESHOOTING NEEDED | No resolution or concrete next step provided. Agent suggested trial-and-error placement but did not offer self-help resources or schedule follow-up. |
| [#LTS00125682](https://linksys.happyfox.com/staff/ticket/125682/) | 2026-06-03 02:12:13+00:00 | 1.90 | INBOUND | WHW03 | CONNECTIVITY | Agent will email detailed reset/reconnect instructions and upgrade recommendations. |
| [#LTS00091192](https://linksys.happyfox.com/staff/ticket/91192/) | 2026-06-03 06:53:23+00:00 | 1.40 | INBOUND | EA6900 | CONFIGURATION | None. No action taken despite customer's explicit request for senior technician callback. |
| [#LTS00132094](https://linksys.happyfox.com/staff/ticket/132094/) | 2026-06-03 18:48:13+00:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | Send email with generic troubleshooting steps for resetting and re‑configuring the router. |
| [#LTS00132098](https://linksys.happyfox.com/staff/ticket/132098/) | 2026-06-03 19:00:17+00:00 | 1.80 | INBOUND | SPNMX55GC | CONNECTIVITY | Agent advised customer to call back if issue persists; no concrete fix or self-help path provided. |
| [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 19:32:46+00:00 | 2.80 | INBOUND | MR8300 | CONFIGURATION | Agent will email the customer detailed instructions for the above steps. |
| [#LTS00132114](https://linksys.happyfox.com/staff/ticket/132114/) | 2026-06-03 20:00:57+00:00 | 2.90 | INBOUND | EA4500 | CONNECTIVITY | Agent will email factory-reset instructions and recommended replacement of the router. |
| [#LTS00132138](https://linksys.happyfox.com/staff/ticket/132138/) | 2026-06-03 22:36:48+00:00 | 2.00 | INBOUND | E5400 | CONNECTIVITY | Customer instructed to contact ISP and test via TV; no further troubleshooting or case documentation performed. |
| [#LTS00132145](https://linksys.happyfox.com/staff/ticket/132145/) | 2026-06-03 22:49:32+00:00 | 1.40 | INBOUND | E5400 | CONNECTIVITY | No resolution. Agent stated inability to help and ended call. |
| [#LTS00132140](https://linksys.happyfox.com/staff/ticket/132140/) | 2026-06-03 23:02:57+00:00 | 2.80 | INBOUND | EA6100 | CONFIGURATION | Email with instructions to separate SSIDs will be sent; no confirmation of successful implementation. |
| [#LTS00132141](https://linksys.happyfox.com/staff/ticket/132141/) | 2026-06-03 23:03:55+00:00 | 1.80 | INBOUND | WHW03 | ACCESS | Agent scheduled a callback for further assistance; no fix was confirmed. |
| [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 23:48:51+00:00 | 1.70 | INBOUND | MR8300 | CONFIGURATION | Provided ticket number LTS00132108 and offered callback for further assistance under paid support. No self-help path provided. |
| [#LTS00132150](https://linksys.happyfox.com/staff/ticket/132150/) | 2026-06-03 23:56:31+00:00 | 2.00 | INBOUND | MBE7000 | SETUP | No definitive resolution; recommend confirming WAN link via admin page, performing a full mesh reset, and re-pairing child nodes using the 5-press method. |
| [#LTS00132153](https://linksys.happyfox.com/staff/ticket/132153/) | 2026-06-04 00:34:44+00:00 | 2.90 | INBOUND | E7350 | ACCESS | Customer instructed to change the Wi-Fi passphrase(s) as needed; no further action required unless issue recurs. |
| [#LTS00132157](https://linksys.happyfox.com/staff/ticket/132157/) | 2026-06-04 00:54:03+00:00 | 1.40 | INBOUND | EA6350 | CONFIGURATION | Agent will email reset/replacement instructions; customer advised to consider purchasing a new router. |
| [#LTS00132141](https://linksys.happyfox.com/staff/ticket/132141/) | 2026-06-04 01:34:44+00:00 | 2.20 | OUTBOUND | WHW03 | ACCESS | Customer self-resolved via email password reset; agent did not verify or provide follow-up. |
| [#LTS00054735](https://linksys.happyfox.com/staff/ticket/54735/) | 2026-06-04 01:58:15+00:00 | 1.80 | INBOUND | MX2000 | CONFIGURATION | No resolution. Agent suggested upgrading to MX4200 or MX6200 but did not fix the existing node or provide self-help resources. |
| [#LTS00132167](https://linksys.happyfox.com/staff/ticket/132167/) | 2026-06-04 02:30:10+00:00 | 1.50 | INBOUND | EA8500 | CONNECTIVITY | Agent will email generic reset/replacement instructions; no fix confirmed. |
| [#GI00129635](https://linksys.happyfox.com/staff/ticket/129635/) | 2026-06-04 16:21:24+00:00 | 1.70 | INBOUND | EA6900 | CONNECTIVITY | None provided. |