# mikaelhjoshua.anasco@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 | | --- | --- | --- | --- | --- | --- | | 3 | 12m 10s | MX6200 | CONNECTIVITY | 3 | — | ## Work Mix Lens - Frontline-heavy week: 3 LTS queue calls vs 0 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 | 2.00 | 3 | | Protocol | 1.00 | 3 | | Communication | 1.67 | 3 | | Overall | 1.30 | 3 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WRT | 1 | 23m 4s | 1.10 | 1.00 | 1.00 | 2.00 | Outlier: 3.2x weekly median handle time | | MX | 1 | 7m 9s | 1.50 | 4.00 | 1.00 | 1.00 | | | MR | 1 | 6m 16s | 1.30 | 1.00 | 1.00 | 2.00 | | **Key Observations** - WRT is the slowest family at 23m 4s; outlier: 3.2x weekly median handle time. - MX is one of the slowest families at 7m 9s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 3 | 12m 10s | 1.30 | 2.00 | 1.00 | 1.67 | ✓ | ## Week-over-Week Movement - Overall moved down 0.93 vs. last week. - Protocol moved down 0.70 vs. last week. - Communication moved down 0.66 vs. last week. - Average handle time moved down by 12m 13s. - Family swing: MX handle time moved down by 26m 37s vs. last week. - Family swing: MR handle time moved down by 22m 16s vs. last week. ## What Went Well ### Language identification and data collection > I'm sorry, sir but I cannot converse in Spanish. We can only converse through English, sir. We don't have a Spanish representative. I'm sorry, but I will try to understand what's the issue, if or is there anyone who can speak English there? While the outcome was unfortunate, the agent correctly identified the language barrier and attempted to guide the customer toward English support. This shows awareness of communication constraints. ### Early product identification > Hi. Um. Yeah. Yeah. I'm ready. It has a red light. It shows connected in the app, but it has a red light and when I, um, connect external storage to it, nothing happens. It's, yeah, the child node is red and, um, it's, it's called Office. I named it, uh, Office. The agent successfully identified the MX8500 Velop system and the specific issue (red-light child node) early in the interaction, demonstrating product recognition skills. ### Customer contact collection > And may I have your phone number registered here? So that I can pull, yep. The agent consistently collected customer contact information, enabling follow-up actions even when immediate resolution wasn't possible. --- ## Growth Opportunities ### Adherence to language support protocols The agent ended a call due to a language barrier without following established support protocols. **What good looks like**: When encountering language barriers, agents should: 1. Politely explain language support limitations 2. Offer translation services if available 3. Provide self-help resources in the customer's language when possible 4. Document the language barrier in the case notes 5. Offer to schedule a callback with a bilingual representative ### Technical troubleshooting rigor for mesh nodes The agent used unsupported methods and provided incorrect guidance for mesh node issues. **What good looks like**: For mesh node connectivity problems: 1. Verify LED states and interpret correctly (solid red = hardware issue, blinking red = pairing) 2. Follow approved reset procedures (5-press reset for Velop, factory reset for MR series) 3. Use only Linksys-approved remote diagnostics tools 4. Confirm product model and firmware before providing guidance 5. Document all troubleshooting steps and outcomes --- ## Next Week's Focus 1. **Language protocol checklist**: Before ending calls with language barriers, complete the 5-step language support protocol (explain limitations, offer translation, provide resources, document barrier, schedule bilingual callback). 2. **Mesh node diagnostic framework**: For any red-light node, always start with LED interpretation → 5-press reset → factory reset → hardware inspection, documenting each step. 3. **Product verification habit**: Always confirm the exact product model and firmware version before providing any technical guidance or support status information. 4. **Remote support validation**: Only use Linksys-approved remote diagnostic tools; never use third-party services like join.zoho.com. --- ## Technical Accuracy ### **Improvement** > Agent refused to provide Spanish support despite customer request, ending the call without resolution or next steps. **Note**: Language barriers require following specific support protocols rather than immediate call termination. Always offer translation services, self-help resources, and document the barrier for follow-up. ### **Improvement** > Agent used unsupported third-party remote-access service (join.zoho.com) instead of approved Linksys procedures for MX8500 node troubleshooting. **Note**: Only use Linksys-approved diagnostic tools. Unsupported remote access creates security risks and prevents proper troubleshooting. ### **Improvement** > Agent incorrectly identified MR9600 as VLP-01, falsely claimed it was out of support, and provided invalid 5-press pairing instructions. **Note**: Always verify product models before discussing support status or troubleshooting. VLP series uses web UI/app pairing, not 5-press reset. --- ## Coaching Moments **Improvement** > All right, sir, no problem. Alright. Take care. Bye for now. **Note**: Ending a call without resolution or next steps violates closure hygiene. Even when unable to resolve, provide clear next steps, self-help resources, or schedule follow-up. **Improvement** > Attempted to initiate remote session via join.zoho.com (unsupported third-party service). **Note**: Using unsupported tools undermines troubleshooting effectiveness and creates security risks. Use only approved Linksys diagnostic methods. **Improvement** > Agent claimed VLP-01 reached end of support in March 2026, which contradicts KB (VLP-01 is still supported). **Note**: Always verify product support status through official KB resources before communicating with customers. --- ## Escalation Lessons: What L2 Did No escalated case learning was available for this report. --- ## Coach Appendix Highest-signal weekly trend: Consistent failure to follow protocol for language barriers and unsupported technical methods led to all calls remaining unresolved. Key patterns include immediate call termination during language barriers, use of third-party remote tools, and provision of incorrect product-specific guidance. Focus next week on protocol adherence for language support and strict adherence to approved troubleshooting frameworks for mesh node issues. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130249](https://linksys.happyfox.com/staff/ticket/130249/) | 2026-06-01 13:49:01+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | None; call ended without resolution or next steps. | | [#LTS00060763](https://linksys.happyfox.com/staff/ticket/60763/) | 2026-06-01 18:39:44+00:00 | 1.10 | OUTBOUND | WRT54GS2-4A | CONNECTIVITY | Agent scheduled a callback to the customer at 619-808-5936 for further troubleshooting. | | [#LTS00090054](https://linksys.happyfox.com/staff/ticket/90054/) | 2026-06-03 01:10:40+00:00 | 1.30 | INBOUND | MR9600 | CONNECTIVITY | Agent claimed device was out of support and offered to email a KB article with incorrect 5-press reset instructions. |