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joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls HandledAvg Handle TimeTop ProductTop ProblemCases DocumentedCases Escalated
3417m 16sMR7350CONNECTIVITY341

Work Mix Lens

Scorecard

DimensionThis WeekCalls Reviewed
Accuracy2.8034
Protocol2.1034
Communication2.6034
Overall2.7034

Where Time Goes

Product Families

FamilyCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationNote
WRT173m 1s2.801.002.002.00Outlier: 4.7x weekly median handle time
MX627m 40s2.502.672.172.83Outlier: 1.8x weekly median handle time
WHW427m 8s3.003.502.252.25Outlier: 1.7x weekly median handle time
LN120m 35s2.204.002.002.00
MR615m 38s2.702.332.332.50
EA715m 4s2.542.711.862.57
E614m 7s2.753.171.832.50
OTHER49m 12s2.953.252.253.00
RE13m 57s1.601.001.002.00

Key Observations

Problem Categories

CategoryCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationFocus Area?
CONNECTIVITY1621m 27s2.602.802.102.60
ACCESS613m 31s2.602.202.002.80
SETUP820m 4s2.502.902.102.50
NO TROUBLESHOOTING NEEDED310m 24s3.004.702.303.00

Week-over-Week Movement

What Went Well

  1. Technical accuracy in driver support

> "Thank you so much sir and let me, is this your first time sir calling Linksys? Okay, let me create the case ticket for you for record purposes before we move forward with your concern. Um can I have an email? MX five, how do you spell the core sir? apt uh what's after thetower.com"

#LTS00131717

- Correctly identified WUSB6300, confirmed 64-bit Windows 10 requirement, and emailed drivers within 5 minutes.

  1. Empathy and patience in mesh recovery

> "Okay, um, I think we're, we'..." (call duration: 48m 21s)

#LTS00132497

- Persistently guided customer through multiple resets until MX4200 nodes turned solid blue, maintaining calm tone despite complexity.

  1. Clear next-step documentation

> "I will email you detailed reset and configuration steps; please perform the reset and re-configure."

#LTS00074179

- Consistently promised follow-up emails with step-by-step instructions, providing tangible self-help paths.

Growth Opportunities

  1. Correct reset procedures and durations

> "press and hold that one for 30 seconds"

#LTS00131702

What better looks like:

- Use 10-second reset for EA/MX/E series (per KB) instead of 30 seconds.

- Verify LED behavior post-reset (e.g., solid purple for WHW03, not magenta).

  1. Accurate product feature communication

> "MX2000 does not support Wi-Fi 6E"

#LTS00101564

What better looks like:

- Confirm MX2000 supports Wi-Fi 6 only; clarify firmware updates are free (not $15).

- Avoid stating discontinued features (e.g., Linksys Smart Wi-Fi cloud) without KB verification.

Next Week's Focus

  1. Master reset durations: Practice 10-second resets for EA/MX/E series and 30-second for WHW/MR.
  2. Validate product specs before guidance: Check KB for Wi-Fi standards, firmware policies, and setup methods.
  3. Enhance closure hygiene: Always confirm customer understands next steps and document email/phone follow-ups in HappyFox.
  4. Reduce setup ambiguity: Use standardized scripts for EA/MX setup (e.g., “Connect to default SSID, access http://[IP], log in as admin/admin”).

Technical Accuracy

Improvement

#LTS00074179, #LTS00131702, #LTS00132051

Improvement

#LTS00101564

Strength

#LTS00132497

Coaching Moments

Improvement

"Is this your router, sir? DMR 7350. Is this the model?"

#LTS00086970

Improvement

"The Linksys smart wi-fi website... has been discontinued so you will no longer be able."

#LTS00074179

Escalation Lessons: What L2 Did

#TE00132427 — Pending with Level 2

What L1 sawWhy it escalatedWhat L2 didCurrent stateL1 learning points
MR7500 mesh node flashing blue, SSID not broadcasting. Customer (IT professional) insisted on immediate replacement after 3h troubleshooting.Customer refused isolation steps, demanded escalation without proof of purchase or warranty verification.L2 claimed ticket, scheduled callback, requested receipt via email, and attempted node reboot during callback (steady blue light observed).Pending receipt; L2 awaiting customer response.1. Collect serial number and proof of purchase before escalation. <br>2. Guide through isolation steps (modem bypass, node reset) to rule out simple fixes. <br>3. Document customer refusal clearly in HappyFox before handing off.

Coach Appendix

This Week's Calls

CaseDateScoreDirectionProductCategoryOutcome
#LTS000869702026-06-01 18:04:38+00:002.80INBOUNDMR7350ACCESSCustomer to attempt password reset using recovery key; no confirmation of success or follow-up scheduled.
#LTS000741792026-06-01 18:57:45+00:002.80INBOUNDWHW03ACCESSAgent will email detailed reset and configuration steps; customer to perform reset and re-configure.
#LTS001316792026-06-01 19:26:03+00:002.90INBOUNDEA7450CONNECTIVITYCustomer to reconnect the opener to the 2.4 GHz network and reinstall the app. No further action taken by agent.
#LTS001317022026-06-01 20:35:34+00:003.00INBOUNDEA8100CONNECTIVITYAgent will send an email with detailed reset/re-configuration steps; customer to try and report back.
#LTS001316272026-06-01 21:30:55+00:002.90INBOUNDE1200ACCESSAgent will email step-by-step reset and reconfiguration instructions to customer’s email address.
#LTS001317172026-06-01 22:10:49+00:004.10INBOUNDWUSB6300NO TROUBLESHOOTING NEEDEDDriver will be emailed to mx5Torey@gmail.com within 5 minutes.
#LTS001317262026-06-01 22:36:54+00:003.20INBOUNDE2500CONNECTIVITYSend email with step-by-step reset guide; customer to perform reset and test connectivity.
#LTS001015642026-06-02 16:44:21+00:001.80INBOUNDMX2000CONNECTIVITYAgent will email reset/reconfigure instructions to TimJeni33@SPCglobal. No technical fix was confirmed on the call.
#LTS001221992026-06-02 17:48:08+00:003.00INBOUNDMX6200CONNECTIVITYNodes are now solid white with strong signal; monitor for future outages and contact support if issue returns.
#LTS001321002026-06-02 19:56:26+00:002.80INBOUNDMR7350SETUPCustomer to retrieve documentation online or via email and attempt setup independently, but with incorrect guidance about setup method.
#LTS001315682026-06-02 19:59:52+00:002.20INBOUNDLN3111NO TROUBLESHOOTING NEEDEDAdvised to purchase a 6- or 8-port Ethernet switch; no specific model, part number, or follow-up provided.
#LTS001319102026-06-02 21:05:55+00:002.80INBOUNDEA7300CONNECTIVITYCustomer to contact IT team for VPN configuration; Linksys will not take further action unless escalated.
#LTS001320362026-06-03 15:43:30+00:003.90INBOUNDWUSB6300NO TROUBLESHOOTING NEEDEDDriver files emailed to the customer.
#LTS001320512026-06-03 16:30:51+00:001.80INBOUNDMR8300ACCESSAgent will email the customer detailed reset and setup instructions.
#LTS001320692026-06-03 17:06:13+00:003.00INBOUNDE5400CONNECTIVITYReset network settings on the iPad and contact Apple support if the issue remains.
#LTS001320792026-06-03 17:41:50+00:002.80INBOUNDEA6700CONNECTIVITYSent email with reset instructions; customer to try reset and verify Wi-Fi.
#LTS001320932026-06-03 18:50:27+00:003.00INBOUNDWHW03ACCESSUse the router admin password to log in via http://myrouter.local; if password is forgotten, perform a password reset using the recovery key on the router label.
#LTS001321002026-06-03 19:11:09+00:003.00INBOUNDMR7350SETUPRouter configured and internet working; no further action required.
#LTS001321262026-06-03 21:16:15+00:001.80INBOUNDMX2000SETUPAgent guided MX2000 setup with incorrect procedures; no confirmation of internet or mesh connectivity was obtained.
#LTS001321262026-06-03 21:45:31+00:001.80INBOUNDMX2000SETUPNone – call ended without resolution or next step.
#LTS001322612026-06-04 16:07:57+00:001.80INBOUNDEA7200ACCESSAgent will email the customer step‑by‑step instructions for a factory reset and re‑setup.
#LTS001322652026-06-04 16:29:25+00:003.20INBOUNDMR8300CONNECTIVITYAgent will email step-by-step reset and setup instructions; customer may purchase paid support if needed.
#LTS001322742026-06-04 16:53:45+00:003.30INBOUNDWHW03CONNECTIVITYAll nodes now solid blue and internet works; monitor the node with -72 dBm signal and relocate if needed.
#LTS001322852026-06-04 17:54:07+00:002.00INBOUNDVLP01SETUPAgent will email recovery reset instructions; customer to perform reset and retry access. No verification of success was conducted.
#LTS001322992026-06-04 19:02:40+00:001.60INBOUNDRE6300SETUPAgent will email setup instructions; customer to reset extender and follow guide. No verification of fix or email accuracy performed.
#LTS001323062026-06-04 19:26:48+00:002.80INBOUNDE2500SETUPEmail with reset instructions promised; customer to attempt correct reset procedure and report back.
#LTS001323182026-06-04 20:39:55+00:001.80INBOUNDVLP01SETUPAgent promised to email setup steps; customer advised to consider a new router if unsuccessful.
#LTS001323252026-06-04 21:41:12+00:002.80INBOUNDE5400CONNECTIVITYCustomer will contact ISP for a technician; no reset performed.
#LTS001323282026-06-04 22:10:16+00:002.90INBOUNDWHW03CONNECTIVITYAgent will email step-by-step reset and setup instructions; customer to verify modem connectivity and contact ISP.
#TE001324272026-06-05 16:00:00+00:002.60INBOUNDMR7500CONNECTIVITYEscalated to Level 2; callback promised with next-step instructions.
#LTS001324412026-06-05 17:36:22+00:001.80INBOUNDE5350CONNECTIVITYOffered to email step‑by‑step reset instructions; no fix confirmed.
#LTS001324592026-06-05 19:31:31+00:002.80INBOUNDWRT54G2CONNECTIVITYAll nodes are now online and Wi-Fi is functional; no further action required.
#LTS000443332026-06-05 20:50:23+00:003.80INBOUNDMX6200SETUPInternet connectivity confirmed working; no further action needed.
#LTS001324832026-06-05 21:33:15+00:001.40INBOUNDEA8300SETUPCustomer to perform factory reset and re-setup; agent claimed email would be sent with steps.
#LTS001324942026-06-05 22:27:01+00:003.10INBOUNDEA7300CONNECTIVITYEmail with step-by-step reset instructions will be sent; customer advised to consider upgrading to a newer router.
#LTS001324972026-06-05 22:55:48+00:002.80INBOUNDMX4200SETUPAll nodes are now solid blue and operational; no further action needed.