# paolo.ebora@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 |
| --- | --- | --- | --- | --- | --- |
| 9 | 61m 0s | MBE7000 | CONNECTIVITY | 7 | 5 |

## Work Mix Lens
- Escalation-heavy week: 8 TE-owned calls vs 2 LTS queue calls.
- Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.33 | 9 |
| Protocol | 1.44 | 9 |
| Communication | 1.78 | 9 |
| Overall | 1.87 | 9 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | Outlier: 2.9x weekly median handle time |
| MX | 4 | 54m 18s | 1.70 | 1.50 | 1.25 | 2.00 |  |
| MR | 2 | 49m 22s | 2.65 | 3.00 | 2.00 | 2.00 |  |
| MBE | 3 | 7m 17s | 1.57 | 2.67 | 1.00 | 1.33 |  |

**Key Observations**
- WHW is the slowest family at 150m 45s; outlier: 2.9x weekly median handle time.
- MX is one of the slowest families at 54m 18s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 8 | 57m 54s | 1.81 | 2.25 | 1.38 | 1.75 | ✓ |
| SETUP | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.26 vs. last week.
- Accuracy moved down 0.30 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved down 0.20 vs. last week.
- Average handle time moved up by 20m 48s.
- Family swing: MX handle time moved up by 49m 42s vs. last week.
- Family swing: MBE handle time moved down by 8m 51s vs. last week.

## What Went Well

1. **Accurate technical diagnosis for hardware bottlenecks**  
   > *“Correctly diagnosed the 10/100 link bottleneck via adapter status check ([44:00–45:00]), aligning with KB guidance on wired speed limitations.”*  
   [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/)

2. **Persistent mesh network resolution**  
   > *“Successfully guided customer to confirm network functionality via app showing 5 nodes and 23 devices at [41:00].”*  
   [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/)

---

## Growth Opportunities

1. **Protocol adherence and outcome validation**  
   > *“Repeated troubleshooting steps without confirming intermediate outcomes, leading to inefficiency ([39:00]–[43:00]).”*  
   [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/)  
   **Next step**: After each diagnostic step, confirm success/failure before proceeding. Use “What did you see?” checks to avoid redundant actions.

2. **Technical accuracy and KB alignment**  
   > *“Provided incorrect admin URL ([REDACTED_PHONE]) for MBE7000, which uses myrouter.info. Customer explicitly said ‘that’s not my IP address’ at [03:00].”*  
   [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)  
   **Next step**: Always verify device family before instructing URL access. For MBE7000/MBE9000, use `myrouter.info`; for Velop, use `myrouter.local`.

---

## Next Week's Focus

1. **Collect essential product details upfront** (model, serial, warranty) during opening questions to avoid mid-call gaps.
2. **Implement “confirm before proceed” habit**: After each troubleshooting step, ask the customer to verify results before moving to the next action.
3. **Prioritize KB-aligned solutions**: For MBE7000 admin access, always default to `myrouter.info`; for Velop, use `myrouter.local`.
4. **Reduce escalation handoff friction**: Document L1 actions clearly in HappyFox before escalation to accelerate L2 resolution.

---

## Technical Accuracy

### **Improvement**  
> *Agent provided incorrect admin URL for MBE7000 (should be myrouter.info). Customer explicitly stated “that’s not my IP address” at [03:00].*  
[#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)  
*Note: Incorrect URL instructions risk customer confusion and additional support cycles. Always verify device family before providing access details.*

### **Improvement**  
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.
[#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/)  
*Note: Unsupported procedures can destabilize networks. Use app/web UI for Velop pairing.*

### **Improvement**  
> *Agent did not collect model/serial number or verify warranty status despite troubleshooting a hardware fault.*  
[#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)  
*Note: Missing product details delays escalation and limits warranty validation options.*

### **Strength**  
> *Agent correctly diagnosed and fixed cable bottleneck, restoring expected speeds. Validated performance via multiple speed tests (Linksys internal test, speedtest.net, fast.com).*  
[#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/)  
*Note: Accurate diagnosis and thorough validation exemplify best practice for connectivity issues.*

---

## Coaching Moments

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

---

## Escalation Lessons: What L2 Did

### [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) — Resolved by Level 2  
- **What L1 saw**: MX8500 mesh child node solid red, unable to add to network after reset.  
- **Why it escalated**: L1 failed to collect serial number, skipped standard mesh-rebuild workflow, and provided vague next steps.  
- **What L2 did**: Performed LED state verification, guided through proper 15-second reset, and validated mesh app synchronization.  
- **Current state**: Resolved after successful pairing and blue LED confirmation.  
- **L1 learning points**:  
  1. Always collect model/serial/warranty upfront for hardware faults.  
  2. Follow KB reset procedure: hold reset button until LED off, release on solid blue.  
  3. Document each step in HappyFox to enable L2 continuity.

### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2  
- **What L1 saw**: MX6200 intermittent disconnects, parent node turning red/white.  
- **Why it escalated**: L1 attempted firmware reflash without verifying WAN connectivity or collecting logs.  
- **What L2 did**: Analyzed network logs, identified ISP-related instability, and guided customer through modem power cycle and firmware reflash.  
- **Current state**: Resolved after stable connection confirmed.  
- **L1 learning points**:  
  1. Verify WAN connectivity before firmware changes.  
  2. Collect and share network logs when escalation is likely.  
  3. Use ISP partnership channels for known line issues.

### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2  
- **What L1 saw**: MR8300 wired speed ~90 Mbps vs. subscribed 250+ Mbps plan.  
- **Why it escalated**: L1 missed 10/100 link bottleneck diagnosis and inefficiently navigated UI.  
- **What L2 did**: Identified outdated Ethernet cable, guided Cat-6 replacement, and validated speeds via multiple tests.  
- **Current state**: Resolved after speed restoration to ~300 Mbps.  
- **L1 learning points**:  
  1. Check Ethernet adapter link speed early in wired speed cases.  
  2. Use third-party speed tests (speedtest.net, fast.com) for real-world validation.  
  3. Avoid unnecessary resets once root cause is identified.

---

## Coach Appendix

*This week’s highest-signal trend is inconsistent protocol adherence during escalation-ready cases, particularly in MX/WHW product families. Key gaps include missing product details, unsupported troubleshooting methods (e.g., 5-press on Velop), and incomplete outcome validation. Focus next week on structured diagnostic flows, KB alignment, and robust documentation to reduce escalation need and improve first-contact resolution.*

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-01 19:04:21+00:00 | 1.00 | OUTBOUND | MX8500 | CONNECTIVITY | not_fixed |
| [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-06-01 22:34:31+00:00 | 1.40 | OUTBOUND | MX6200 | CONNECTIVITY | Customer to send network logs; pending further analysis. |
| [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) | 2026-06-02 00:11:06+00:00 | 1.80 | INBOUND | WHW01 | SETUP | Provided guidance to properly set up Velop via app/web UI and to verify internet connectivity; no confirmed fix. |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-02 22:08:03+00:00 | 3.50 | OUTBOUND | MR8300 | CONNECTIVITY | Cable replaced; speeds restored to expected levels; no further action needed. |
| [#LTS00130178](https://linksys.happyfox.com/staff/ticket/130178/) | 2026-06-03 00:43:35+00:00 | 1.80 | INBOUND | MR2000 | CONNECTIVITY | Customer selected $15 paid support option, but session was not scheduled or initiated. Article promised via email but not confirmed sent. |
| [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-04 18:21:04+00:00 | 1.10 | OUTBOUND | MX8500 | CONNECTIVITY | Agent promised to follow up via email; no technical resolution achieved. |
| [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-04 22:19:41+00:00 | 1.30 | OUTBOUND | MBE7000 | CONNECTIVITY | Agent disconnected the call mid-troubleshooting, stating they would call back in five minutes—no such callback was confirmed or initiated. |
| [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-04 22:38:40+00:00 | 1.60 | OUTBOUND | MBE7000 | CONNECTIVITY | Agent vaguely promised to 'raise this to the team' but provided no case update, timeline, or follow-up method. Known KB workaround for error 2179 not applied. |
| [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-05 23:40:44+00:00 | 1.80 | OUTBOUND | MBE7000 | CONNECTIVITY | Access restored post-reset; no further guidance or preventive steps provided. |
| [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) | 2026-06-06 00:22:26+00:00 | 3.30 | OUTBOUND | MX6200 | CONNECTIVITY | All nodes are now solid blue; network is functional. No further action required. |