# limuel.saura@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 | | --- | --- | --- | --- | --- | --- | | 26 | 19m 40s | MX6200 | CONNECTIVITY | 26 | 4 | ## Work Mix Lens - Frontline-heavy week: 26 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. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 26 | | Protocol | 1.90 | 26 | | Communication | 2.10 | 26 | | Overall | 2.30 | 26 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | SPN | 3 | 50m 56s | 2.10 | 3.00 | 1.67 | 2.00 | Outlier: 2.5x weekly median handle time | | LN | 1 | 47m 45s | 2.90 | 3.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | EA | 3 | 30m 15s | 2.20 | 2.33 | 2.00 | 2.00 | | | WHW | 9 | 25m 1s | 1.97 | 1.89 | 1.67 | 1.78 | | | MX | 7 | 15m 49s | 2.91 | 3.86 | 2.29 | 2.43 | | | RE | 1 | 14m 14s | 2.80 | 1.00 | 2.00 | 2.00 | | | MR | 4 | 11m 24s | 1.70 | 2.25 | 1.50 | 2.00 | | | E | 2 | 10m 48s | 1.80 | 2.50 | 1.50 | 2.00 | | **Key Observations** - SPN is the slowest family at 50m 56s; outlier: 2.5x weekly median handle time. - LN is the slowest family at 47m 45s; outlier: 2.3x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 10 | 30m 3s | 2.10 | 2.50 | 1.80 | 2.00 | ✓ | | SETUP | 9 | 20m 50s | 2.10 | 2.30 | 1.80 | 2.00 | ✓ | | CONFIGURATION | 4 | 32m 5s | 2.50 | 3.00 | 2.00 | 2.50 | | | ACCESS | 2 | 17m 20s | 1.80 | 1.50 | 1.50 | 2.00 | ✓ | ## Week-over-Week Movement - Accuracy moved up 0.63 vs. last week. - Protocol moved up 0.18 vs. last week. - Average handle time moved up by 1m 08s. - Family swing: SPN handle time moved up by 27m 01s vs. last week. - Family swing: MR handle time moved down by 20m 40s vs. last week. - Family swing: RE handle time moved down by 18m 44s vs. last week. ## What Went Well 1. **Effective self-help guidance** > *"Guided customer to use myrouter.local and web UI due to app deprecation."* [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) 2. **Clear model identification** > *"Correctly identified the MX6200 model and provided approximate pricing and purchase guidance via Amazon."* [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) 3. **Patience with complex setups** > *"Remained on the line for extended periods, demonstrating persistence despite customer frustration."* [#LTS00131868](https://linksys.happyfox.com/staff/ticket/131868/) --- ## Growth Opportunities 1. **Standardize reset procedures and LED interpretation** > *"Incorrectly stated that reset should cause a red LED on WHW03V2 (should be solid purple per KB). Provided inconsistent reset durations (10s, 15s, 20s, 30s) without model-specific validation."* [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) **Next step**: Reference KB for model-specific reset steps and LED meanings before guiding customers. 2. **Enhance WAN troubleshooting before escalating** > *"Did not verify WAN status on the parent node before advising customer to contact ISP. No attempt to verify if the original node still worked independently."* [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) **Next step**: Confirm WAN connectivity (e.g., modem lights, IP address) and run basic diagnostics before directing to ISP. --- ## Next Week's Focus 1. **Verify model/serial before troubleshooting** – Avoid misdiagnosis by confirming device details upfront. 2. **Use KB-backed reset/LED guidance** – Standardize instructions per device family (e.g., WHW03V2 reset → solid purple). 3. **Run WAN checks before ISP escalation** – Validate modem status, IP address, and basic connectivity. 4. **Document all cases** – Ensure HappyFox tickets are created for every customer interaction. --- ## Technical Accuracy ### **Improvement** > *"Agent incorrectly identified the product model (NB7000 as SPNMX55) and failed to verify WAN status before advising customer to contact ISP. This led to misdiagnosis and delayed resolution."* [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) ### **Improvement** > *"Agent provided incorrect reset instructions for WHW03V2 (claimed reset should show red LED; should be solid purple). Repeatedly gave inconsistent reset durations (10s, 15s, 20s, 30s) without model-specific validation."* [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) ### **Improvement** > *"Agent provided incorrect admin URLs (e.g., 'http:// my router.my ruta dot local', '[REDACTED_PHONE]') instead of standard http://myrouter.local or http://[REDACTED_PHONE]. Directed customer to non-existent UI elements ('two phones image')."* [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) — Resolved by Level 2 - **What L1 saw**: EA9300 router with solid white logo but no internet; customer couldn’t access web UI. - **Why it escalated**: L1 failed to verify WAN status, misinterpreted LED meaning, and skipped basic diagnostics. - **What L2 did**: - Confirmed WAN cable connection and modem functionality. - Performed factory reset (10s hold) and reconfigured internet settings. - Validated connectivity via web UI and confirmed internet access. - **Current state**: Resolved. - **L1 learning points**: 1. Always verify WAN status and modem lights before escalating. 2. Use model-specific reset durations (EA9300: 10s). 3. Confirm LED meanings per KB (solid white = power on, not internet). --- ## Coach Appendix - **Weekly trend**: High handle times on SPN/LN families due to complex setups; improve protocol adherence to reduce time and increase resolution rate. - **Key focus**: Standardize WAN checks, model verification, and KB-backed troubleshooting to improve accuracy and efficiency. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) | 2026-06-01 12:31:33+00:00 | 2.30 | INBOUND | WHW03 | CONNECTIVITY | Customer advised to contact Gigaclear ISP. Agent did not provide self-help steps or confirm basic diagnostics (e.g., WAN status, MAC cloning, power-cycle sequence). | | [#LTS00131599](https://linksys.happyfox.com/staff/ticket/131599/) | 2026-06-01 14:15:57+00:00 | 1.00 | INBOUND | MR6350 | SETUP | not_fixed | | [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) | 2026-06-01 14:45:56+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Node successfully paired; network operational with all nodes showing solid blue LEDs. | | [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-01 14:55:08+00:00 | 4.00 | INBOUND | MX6200 | CONFIGURATION | Provided approximate pricing and directed customer to Amazon for current pricing and purchase. | | [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) | 2026-06-01 17:19:12+00:00 | 1.80 | INBOUND | WHW03 | CONFIGURATION | Advised customer to reset the printer and contact HP support for further assistance. No self-help resources or follow-up path provided. | | [#LTS00131657](https://linksys.happyfox.com/staff/ticket/131657/) | 2026-06-01 17:56:10+00:00 | 2.20 | INBOUND | E1200 | SETUP | Advised customer to consider purchasing a new router; no technical fix, KB article, or self-help resource provided. | | [#LTS00131669](https://linksys.happyfox.com/staff/ticket/131669/) | 2026-06-01 18:42:34+00:00 | 1.20 | INBOUND | MR7350 | SETUP | Call transferred to another agent; issue remains unresolved. | | [#LTS00131698](https://linksys.happyfox.com/staff/ticket/131698/) | 2026-06-01 20:35:16+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Sent email with generic troubleshooting instructions; offered paid-support session. | | [#LTS00131703](https://linksys.happyfox.com/staff/ticket/131703/) | 2026-06-01 20:49:09+00:00 | 2.90 | INBOUND | LN1100 | CONNECTIVITY | Internet restored; router and child node operational. Email with instructions sent upon request. | | [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) | 2026-06-01 22:35:22+00:00 | 1.80 | INBOUND | EA9300 | SETUP | Escalated to Level 2 technician; callback scheduled for 5 PM CT the next day. | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-01 23:59:08+00:00 | 1.00 | INBOUND | WHW03 | SETUP | None; call ended without a path forward. | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-02 00:11:07+00:00 | 1.00 | INBOUND | WHW03 | SETUP | Call was disconnected; no resolution or next step provided. | | [#GI00131826](https://linksys.happyfox.com/staff/ticket/131826/) | 2026-06-02 14:55:29+00:00 | 2.20 | INBOUND | WHW01 | CONFIGURATION | Customer advised to manually reconfigure port-forwarding if needed, but no instructions, URLs, or verification steps were provided. | | [#LTS00131832](https://linksys.happyfox.com/staff/ticket/131832/) | 2026-06-02 15:21:24+00:00 | 1.40 | INBOUND | E5350 | CONNECTIVITY | Email with generic troubleshooting steps sent; no fix confirmed. | | [#GI00131851](https://linksys.happyfox.com/staff/ticket/131851/) | 2026-06-02 16:10:18+00:00 | 1.60 | INBOUND | — | ACCESS | Customer accessed Wi-Fi settings page but did not confirm successful login; agent did not validate reset success. Customer requested to continue conversation later. | | [#LTS00131868](https://linksys.happyfox.com/staff/ticket/131868/) | 2026-06-02 17:31:54+00:00 | 2.00 | INBOUND | SPNM60TB | CONFIGURATION | Advised customer to contact Ring manufacturer for firmware update; no resolution achieved on Linksys side. | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-02 18:44:41+00:00 | 3.20 | INBOUND | MX6200 | SETUP | Node successfully paired (solid white); customer instructed to change Wi-Fi credentials via myrouter.info. | | [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) | 2026-06-02 19:37:38+00:00 | 2.00 | INBOUND | EA7500 | ACCESS | Agent emailed a KB article to jzylyski.com; no technical fix confirmed or validated. | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-02 21:24:32+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Email with generic reset and password instructions was sent to the customer. | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-02 21:51:57+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Router was successfully accessed and configured; customer confirmed it is now working. | | [#LTS00131937](https://linksys.happyfox.com/staff/ticket/131937/) | 2026-06-02 22:26:26+00:00 | 2.80 | INBOUND | RE6300 | NO TROUBLESHOOTING NEEDED | Agent recommended purchasing a new extender or MX2000 mesh system and sent a purchase link via email. | | [#LTS00132112](https://linksys.happyfox.com/staff/ticket/132112/) | 2026-06-03 19:54:28+00:00 | 2.00 | INBOUND | WHW01 | CONNECTIVITY | Offered self-service website guidance and paid Connect service; no technical fix applied. | | [#TE00115573](https://linksys.happyfox.com/staff/ticket/115573/) | 2026-06-03 22:11:22+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Escalated to Level 2, ticket 115573 created, email sent with escalation details, callback expected within 2–3 hours. | | [#LTS00132235](https://linksys.happyfox.com/staff/ticket/132235/) | 2026-06-04 14:04:16+00:00 | 1.70 | INBOUND | SPNMX55GC | SETUP | Agent promised to call back later without confirming a time or providing any self-help steps. | | [#LTS00132249](https://linksys.happyfox.com/staff/ticket/132249/) | 2026-06-04 15:09:50+00:00 | 2.60 | INBOUND | SPNM60CF | CONNECTIVITY | Escalated to Level 2 technical team; callback scheduled. | | [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-04 17:01:17+00:00 | 2.80 | INBOUND | MX6200 | CONFIGURATION | Wi-Fi name/password changed; customer reported being connected. Warranty information provided (with inaccuracies). Ticket 132276 issued. | | [#LTS00132286](https://linksys.happyfox.com/staff/ticket/132286/) | 2026-06-04 17:55:50+00:00 | 2.80 | INBOUND | EA6900 | SETUP | Suggested to consider a new router or use the online AI support tool at support.linksys.com. | | [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 18:46:06+00:00 | 2.80 | OUTBOUND | MX2000 | CONNECTIVITY | Customer instructed to call back using a mobile phone to access remaining paid-connect service time with a different representative. | | [#LTS00132310](https://linksys.happyfox.com/staff/ticket/132310/) | 2026-06-04 19:49:14+00:00 | 1.80 | INBOUND | MR8300 | CONNECTIVITY | No resolution achieved. Call ended mid-sentence without closure. | | [#LTS00132310](https://linksys.happyfox.com/staff/ticket/132310/) | 2026-06-04 19:55:30+00:00 | 2.80 | OUTBOUND | MR8300 | CONNECTIVITY | Sent email with generic MR8300 re-configuration instructions; offered paid support options. | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-04 20:40:26+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Agent promised a callback to follow up; no concrete fix provided. |