# maylene.delada@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 | | --- | --- | --- | --- | --- | --- | | 27 | 20m 16s | WHW03 | CONNECTIVITY | 27 | 4 | ## Work Mix Lens - Frontline-heavy week: 28 LTS queue calls vs 4 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 | 2.60 | 27 | | Protocol | 1.80 | 27 | | Communication | 2.20 | 27 | | Overall | 2.40 | 27 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 6 | 38m 49s | 2.43 | 2.33 | 2.17 | 2.33 | Outlier: 1.6x weekly median handle time | | SPN | 1 | 38m 36s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 1.5x weekly median handle time | | MR | 7 | 31m 4s | 2.66 | 1.86 | 1.57 | 2.57 | | | WHW | 14 | 18m 55s | 2.30 | 3.07 | 1.64 | 2.00 | | | EA | 1 | 9m 42s | 2.80 | 4.00 | 2.00 | 3.00 | | | RE | 3 | 5m 31s | 1.97 | 2.00 | 1.67 | 2.00 | | **Key Observations** - MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time. - SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 15 | 23m 43s | 2.30 | 2.70 | 1.90 | 2.20 | ✓ | | SETUP | 5 | 21m 48s | 2.20 | 2.60 | 1.80 | 2.00 | ✓ | | ACCESS | 5 | 18m 50s | 2.00 | 2.40 | 1.60 | 2.20 | ✓ | | CONFIGURATION | 1 | 16m 42s | 2.80 | 1.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Accuracy moved up 0.17 vs. last week. - Protocol moved down 0.19 vs. last week. - Average handle time moved up by 6m 57s. - Family swing: MR handle time moved up by 21m 56s vs. last week. - Family swing: MX handle time moved up by 11m 20s vs. last week. - Family swing: WHW handle time moved up by 9m 21s vs. last week. ## What Went Well 1. **Technical Resolution via MAC Cloning** Successfully guided customer through MAC cloning to restore internet connectivity on MR9610. > *"I've enabled MAC cloning on your router. This should resolve the connectivity issue. Let's verify..."* [#LTS00132331](https://linksys.happyfox.com/staff/ticket/132331/) 2. **Patient Guidance for Elderly Customers** Provided clear, step-by-step instructions to an 80-year-old customer for email attachment and receipt confirmation. > *"Let's take this one step at a time. I'll walk you through attaching the screenshot..."* [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) --- ## Growth Opportunities 1. **Correct Model-Specific Guidance** 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. > *"For your MR7500, the 5-press method isn't valid. Let's use the recovery key instead..."* [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) 2. **PCI Compliance and Protocol Adherence** Stop collecting full credit card details over unsecured calls. Verify warranty status before offering paid support. > *"Before proceeding, let's confirm your device is in warranty. I won't need payment details unless you opt for paid support."* [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) --- ## Next Week's Focus - **Verify model/firmware support** before suggesting reset methods (e.g., 5-press vs. pair-button). - **Use secure methods for payment collection** (pause recording, confirm warranty first). - **Standardize local access URLs** (myrouter.local, http://[IP]) and browser guidance. - **Document serial numbers and warranty status** on every call to improve efficiency. --- ## Technical Accuracy **Strength** - **MAC Cloning Success** > *"Enabled MAC cloning using 'Clone My PC's MAC'—internet restored."* [#LTS00132331](https://linksys.happyfox.com/staff/ticket/132331/) — *Guided wired connection, accessed UI, and resolved WAN issue.* **Improvements** - **Incorrect 5-Press Guidance** > *"For MR7500, use the recovery key—not 5-press."* [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) — *MR7500 lacks 5-press support; pair-button reset is correct.* - **PCI Violation** > *"Collected full credit card details over phone without pausing recording."* [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) — *Violated secure payment handling protocols.* - **Misstated Cloud Access** > *"Linksys Cloud is removed for all devices."* [#LTS00131886](https://linksys.happyfox.com/staff/ticket/131886/) — *Cloud remains available for supported models; local access is alternative.* --- ## Coaching Moments **Strength** - **Clear Instructions for Email Attachment** > *"Click 'Reply' to this email, then drag the screenshot into the body. I'll refresh the ticket once received."* [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) — *Patient, step-by-step guidance for an elderly user.* **Improvement** - **Inconsistent Local Access URLs** > *"Try myrouter.local, or if that fails, use http://[REDACTED_PHONE]."* [#LTS00132481](https://linksys.happyfox.com/staff/ticket/132481/) — *Avoid mixing URLs; confirm one works before suggesting alternatives.* --- ## Escalation Lessons: What L2 Did ### [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) — Resolved by Level 2 - **What L1 saw**: MX4000 parent node showed blank blue screen; HTTP 503 errors on web UI; config changes not saving. - **Why it escalated**: L1 could not verify firmware version, recovery key, or bridge-mode status—key KB steps missing. - **What L2 did**: - Confirmed router was not in bridge mode. - Tested with lab unit; identified CloudFront JS file issue. - Provided workaround: access via full UI path (`http://[REDACTED_PHONE]:[PORT]/ui`). - **Current state**: Resolved with workaround; no firmware update required. - **L1 learning points**: 1. Always check firmware version and recovery key before factory reset. 2. Verify bridge-mode status when web UI is inaccessible. 3. Use correct local URLs per KB (e.g., `myrouter.local` for MX4000). ### [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) — Pending with Level 2 - **What L1 saw**: WHW03 child nodes blue/green but no Wi‑Fi; parent node solid blue. - **Why it escalated**: L1 could not confirm signal strength or validate ISP handoff; LED interpretation was inaccurate. - **What L2 did**: - Requested signal strength test via Linksys app. - Guided ISP modem power-cycle and WAN cable check. - Planned node redeployment if backhaul remains weak. - **Current state**: Callback pending; L2 awaiting customer signal test results. - **L1 learning points**: 1. Use Linksys app to check node signal and status. 2. Confirm ISP modem lights and WAN cable before resetting nodes. 3. Interpret WHW03 LEDs correctly: solid blue = connected, flashing red = no backhaul. --- ## Coach Appendix *High-signal trend*: Recurring issues with **MX/WHW mesh pairing** and **PCI compliance gaps**. Prioritize model-specific reset methods and secure payment protocols in next coaching session. Key evidence includes repeated 5-press errors on MR7500/WHW03 and unsecured credit card collection on MR9610 calls. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:19:09+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Customer to follow vague five-press method instructions; no verification, follow-up, or support path provided. | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:58:40+00:00 | 3.20 | INBOUND | WHW03 | SETUP | Informed customer that Eero and Linksys devices cannot be used together as a mesh; recommended configuring older routers as standalone access points with separate SSIDs. | | [#LTS00131626](https://linksys.happyfox.com/staff/ticket/131626/) | 2026-06-01 15:27:42+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | Agent promised to email generic setup instructions, but customer email was misrecorded and no case or tracking was established. | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 19:15:04+00:00 | 1.60 | INBOUND | MR7500 | SETUP | Customer to power-cycle ISP modem and, if needed, perform full factory reset of router. | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 20:11:52+00:00 | 1.80 | OUTBOUND | MR7500 | SETUP | Customer accessed router dashboard; advised to test internet and call back if issues persist. No self-help resources provided. | | [#LTS00131725](https://linksys.happyfox.com/staff/ticket/131725/) | 2026-06-01 22:16:18+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | All child nodes paired (solid white) and Wi‑Fi name changed; issue resolved. | | [#LTS00131823](https://linksys.happyfox.com/staff/ticket/131823/) | 2026-06-02 14:49:56+00:00 | 1.00 | INBOUND | RE6500 | CONNECTIVITY | No resolution or next step provided. | | [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) | 2026-06-02 16:41:53+00:00 | 2.40 | INBOUND | MX4000 | ACCESS | Escalated to Level 2 technician; callback scheduled within 2–3 hours. | | [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) | 2026-06-02 17:42:10+00:00 | 2.80 | INBOUND | MR7350 | CONNECTIVITY | Use the child node wirelessly; if wired backhaul continues to flash red, disconnect Ethernet cable and maintain wireless-only operation. | | [#LTS00131886](https://linksys.happyfox.com/staff/ticket/131886/) | 2026-06-02 18:51:42+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Email with video instructions sent; no further action taken on the call. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 19:14:51+00:00 | 2.00 | INBOUND | WHW01 | CONNECTIVITY | Agent did not confirm the password or camera connection; no definitive resolution or next step provided. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:00:52+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | None – call was terminated without action. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:02:19+00:00 | 3.60 | OUTBOUND | WHW01 | CONNECTIVITY | Customer now sees the Wi‑Fi password and understands how to access the admin page; issue resolved. | | [#LTS00131925](https://linksys.happyfox.com/staff/ticket/131925/) | 2026-06-02 21:51:40+00:00 | 2.10 | INBOUND | RE6300 | CONNECTIVITY | Agent will send an email with setup instructions; no immediate fix provided. | | [#LTS00132047](https://linksys.happyfox.com/staff/ticket/132047/) | 2026-06-03 16:24:11+00:00 | 1.80 | INBOUND | MX55EC3 | CONNECTIVITY | Agent will email instructions and offered paid support for $15. | | [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) | 2026-06-03 17:27:02+00:00 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | No fix confirmed; advise further diagnostics (firmware check, factory reset, possible hardware replacement) and schedule a callback or escalation. | | [#LTS00130488](https://linksys.happyfox.com/staff/ticket/130488/) | 2026-06-03 18:32:51+00:00 | 2.80 | INBOUND | MR7500 | CONNECTIVITY | Agent will email detailed reset instructions and a recommendation to consider an MX6200 replacement; customer will try the reset and follow up. | | [#LTS00132124](https://linksys.happyfox.com/staff/ticket/132124/) | 2026-06-03 21:26:19+00:00 | 1.10 | INBOUND | WHW03 | ACCESS | Agent will send an email with self-help instructions. | | [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) | 2026-06-04 14:12:36+00:00 | 2.80 | INBOUND | EA7500 | ACCESS | Agent committed to sending an email with self-help steps for local access. | | [#LTS00132243](https://linksys.happyfox.com/staff/ticket/132243/) | 2026-06-04 14:26:58+00:00 | 2.80 | INBOUND | MR8300 | CONFIGURATION | Agent offered to send an email with instructions and suggested paid support; no concrete self‑help steps were successfully delivered. | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 15:52:39+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Level 2 technician will call back once their line is fixed. | | [#LTS00132260](https://linksys.happyfox.com/staff/ticket/132260/) | 2026-06-04 16:01:52+00:00 | 1.10 | INBOUND | WHW03 | ACCESS | Provided incorrect guidance; no successful login achieved. Recommend sending correct login steps and, if needed, open a warranty/repair case. | | [#LTS00132301](https://linksys.happyfox.com/staff/ticket/132301/) | 2026-06-04 19:06:00+00:00 | 2.80 | INBOUND | RE6350 | CONNECTIVITY | Agent will email the customer step‑by‑step instructions to complete the extender setup. | | [#LTS00040595](https://linksys.happyfox.com/staff/ticket/40595/) | 2026-06-04 22:09:26+00:00 | 2.00 | INBOUND | MX6200 | CONNECTIVITY | Ticket created for further investigation; customer advised to verify ISP connection and possibly contact ISP support. | | [#LTS00132331](https://linksys.happyfox.com/staff/ticket/132331/) | 2026-06-04 22:50:44+00:00 | 3.70 | INBOUND | MR9610 | CONNECTIVITY | Wi-Fi restored after MAC cloning; customer advised to follow proper boot sequence (modem first, then router) after outages. | | [#LTS00132410](https://linksys.happyfox.com/staff/ticket/132410/) | 2026-06-05 14:36:20+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Customer now has router UI access; advised to run speed test, adjust channels, and check firmware; offered paid-connect if further help needed. | | [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 15:19:38+00:00 | 1.40 | INBOUND | SPNM60CF | SETUP | Agent asked the customer to monitor the LED and try the steps again; no definitive fix or escalation path was confirmed. | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:03:48+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Agent will email MAC cloning instructions (unverified). | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:20:46+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer instructed to follow the previously‑sent email guide and use the support website; no further action taken. | | [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) | 2026-06-05 19:29:54+00:00 | 3.10 | INBOUND | MR2000 | SETUP | Receipt confirmed received; no further action needed. | | [#LTS00132474](https://linksys.happyfox.com/staff/ticket/132474/) | 2026-06-05 20:07:52+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Node appeared blue after relocation; advised to monitor and offered paid‑connect if further issues arise. | | [#LTS00132481](https://linksys.happyfox.com/staff/ticket/132481/) | 2026-06-05 20:35:44+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Node pairing appeared successful (solid white light, listed in device list), but login issues prevented full confirmation. Customer should retry login with default credentials or reset parent node if access remains blocked. |