# raquel.intong@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 | | --- | --- | --- | --- | --- | --- | | 16 | 23m 15s | MX4200 | CONNECTIVITY | 16 | 1 | ## Work Mix Lens - Frontline-heavy week: 16 LTS queue calls vs 1 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 | 2.25 | 16 | | Protocol | 1.88 | 16 | | Communication | 2.12 | 16 | | Overall | 2.23 | 16 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 6 | 37m 10s | 2.12 | 2.17 | 1.83 | 2.00 | Outlier: 1.9x weekly median handle time | | MBE | 1 | 24m 27s | 2.80 | 2.00 | 2.00 | 2.00 | | | E | 1 | 19m 15s | 1.80 | 1.00 | 2.00 | 3.00 | | | WHW | 3 | 19m 7s | 2.47 | 2.00 | 1.67 | 2.00 | | | MR | 3 | 17m 51s | 2.17 | 2.33 | 1.67 | 2.33 | | | EA | 2 | 12m 20s | 2.90 | 4.00 | 2.00 | 2.00 | | | OTHER | 1 | 6m 44s | 1.10 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 37m 10s; outlier: 1.9x weekly median handle time. - MBE is one of the slowest families at 24m 27s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 9 | 24m 23s | 2.22 | 2.00 | 2.00 | 2.22 | ✓ | | SETUP | 3 | 16m 40s | 2.50 | 2.33 | 1.67 | 2.33 | | | ACCESS | 2 | 16m 35s | 2.20 | 3.00 | 1.50 | 1.50 | ✓ | | HARDWARE | 1 | 27m 35s | 1.60 | 1.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Reduce technical inaccuracies in LED behavior and URL guidance - Improve troubleshooting before escalation - Enhance model identification accuracy ## What Went Well > **Resolution of connectivity issues via mesh rebuild** > Successfully restored Wi-Fi by replacing the failing main node with a new MX-4200 unit, resetting and re-adding child nodes via the 5-press method, and reconfiguring the network. > [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) > **Persistence in troubleshooting despite inaccuracies** > Adapted troubleshooting path when initial power-cycle failed, showing initiative and problem-solving. > [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) --- ## Growth Opportunities > **Technical inaccuracies in LED behavior and URLs** > *What better looks like*: Consistently verify LED states against KB documentation and use correct URL schemes (HTTP for myrouter.local). > [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) > [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) > **Premature escalation without troubleshooting** > *What better looks like*: Complete standard WAN and device isolation steps before escalating, including modem power-cycle and direct-connect tests. > [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) --- ## Next Week's Focus - Practice LED state verification against KB for MX and WHW series before instructing customers. - Always confirm modem internet status via direct-connect test before proceeding with mesh troubleshooting. - Create HappyFox cases for all unresolved issues to maintain documentation continuity. - Review model-specific reset procedures to avoid applying 5-press method to non-Cognitive Mesh devices. --- ## Technical Accuracy **Improvement** Incorrectly instructed customer to use HTTPS for local router access (myrouter.local) instead of HTTP, which is invalid for local admin access. [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) **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. [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) **Improvement** Incorrectly referenced 'M4000' model, which does not exist in Linksys product line, during escalation. [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) **Improvement** Provided invalid recovery URL (https://[REDACTED_PHONE]/systinfo.cgi) not documented in KB for any Linksys model. [#LTS00132360](https://linksys.happyfox.com/staff/ticket/132360/) **Strength** Successfully guided customer through 5-press method on MBE7000, resulting in solid white lights and confirmed internet connectivity. [#LTS00132370](https://linksys.happyfox.com/staff/ticket/132370/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) — Resolved by Level 2 - **What L1 saw**: Customer unable to set up MX-6200 mesh network despite multiple attempts; prior troubleshooting with support failed. - **Why it escalated**: L1 failed to collect serial number, verify warranty status, or perform basic troubleshooting before escalation. - **Related call chain**: Follow-up call from previous agent showed partial resolution but lacked documentation. - **What L2 did**: - Verified MX-6200 model and serial number - Guided customer through 5-press reset and node re-addition - Confirmed internet connectivity via direct-connect test - Provided post-call monitoring guidance - **Current state**: Resolved - **L1 learning points**: 1. Always collect model/serial number and verify warranty before escalation 2. Perform WAN isolation (modem power-cycle, direct-connect) as first step 3. Document all troubleshooting steps in HappyFox to avoid repeat contacts --- ## Coach Appendix - **Highest-signal trend**: Technical inaccuracies in LED behavior and URL guidance caused customer confusion and prolonged handle times, particularly in MX series cases. - **Recurring pattern**: Premature escalation without completing standard diagnostics (modem test, direct-connect) in connectivity issues. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) | 2026-06-01 01:00:18+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Wi-Fi restored after rebuilding mesh with new parent node and re-adding child nodes. No further action required unless issue recurs. Customer advised to check ISP, power, and Ethernet cable if problem returns. | | [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-02 00:19:57+00:00 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Call ended without confirmed resolution or clear next step. Internet connectivity was not verified. | | [#LTS00132163](https://linksys.happyfox.com/staff/ticket/132163/) | 2026-06-02 02:02:06+00:00 | 1.80 | INBOUND | MX4200 | ACCESS | No action taken; call ended without resolution. | | [#LTS00131965](https://linksys.happyfox.com/staff/ticket/131965/) | 2026-06-03 01:24:27+00:00 | 2.10 | INBOUND | MX5500 | CONNECTIVITY | Ticket created for follow-up. Customer advised to verify WAN connection, ensure nodes are within range, and contact support if issue persists. | | [#LTS00131975](https://linksys.happyfox.com/staff/ticket/131975/) | 2026-06-03 02:05:22+00:00 | 2.60 | INBOUND | MR7500 | ACCESS | Customer was given ticket 131975 and instructed to call back for paid support or attempt the suggested steps; no fix confirmed. | | [#LTS00131978](https://linksys.happyfox.com/staff/ticket/131978/) | 2026-06-03 02:49:30+00:00 | 2.90 | INBOUND | EA8100 | CONNECTIVITY | Customer declined paid support and will replace router; agent provided reset article for self-help. | | [#LTS00131991](https://linksys.happyfox.com/staff/ticket/131991/) | 2026-06-03 07:00:02+00:00 | 1.10 | INBOUND | FGW5500 | CONNECTIVITY | Agent informed customer that billing is not handled by technical support; no resolution, referral, or next step provided. | | [#LTS00132154](https://linksys.happyfox.com/staff/ticket/132154/) | 2026-06-04 00:44:29+00:00 | 1.80 | INBOUND | E4200 | CONNECTIVITY | Agent recommended contacting Spectrum to obtain a compatible Wi-Fi 6 router, suggesting the current device is obsolete. | | [#LTS00132155](https://linksys.happyfox.com/staff/ticket/132155/) | 2026-06-04 01:00:41+00:00 | 2.90 | INBOUND | EA7300 | SETUP | Internet connectivity restored after modem reboot; no further steps needed. | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-04 01:11:18+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer will reset the node and re‑configure it as the parent per the guide; may purchase paid support if the issue persists. | | [#LTS00132163](https://linksys.happyfox.com/staff/ticket/132163/) | 2026-06-04 01:48:33+00:00 | 2.80 | INBOUND | MX4200 | ACCESS | Customer accessed router settings via recovery key; agent promised to email a KB article for further guidance. | | [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) | 2026-06-04 02:28:35+00:00 | 1.80 | INBOUND | MX6200 | SETUP | Escalated to Level 2 with callback window of 3–24 business hours; no immediate resolution or self-help guidance provided. | | [#LTS00132346](https://linksys.happyfox.com/staff/ticket/132346/) | 2026-06-05 00:50:20+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer will purchase a new router (MBE7000 Pro 7) and have a technician install it. | | [#LTS00132361](https://linksys.happyfox.com/staff/ticket/132361/) | 2026-06-05 02:33:42+00:00 | 2.30 | INBOUND | MR9610 | CONNECTIVITY | Offered paid support for factory reset; no action taken or confirmed fix. | | [#LTS00075531](https://linksys.happyfox.com/staff/ticket/75531/) | 2026-06-05 02:45:50+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Offered $15 paid troubleshooting or an emailed setup guide; customer declined paid option and requested live help, which was not provided. | | [#LTS00132360](https://linksys.happyfox.com/staff/ticket/132360/) | 2026-06-05 02:58:17+00:00 | 1.60 | INBOUND | MR8300 | HARDWARE | Agent declared hardware defect, offered $15 paid support, and suggested purchasing new routers (LN1600, MX6200 Netgear). No technical fix or RMA issued. | | [#LTS00132370](https://linksys.happyfox.com/staff/ticket/132370/) | 2026-06-05 07:44:41+00:00 | 2.80 | INBOUND | MBE7000 | SETUP | Nodes are now online and internet connectivity is confirmed; no further action required. |