# riojene.ladera@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 |
| --- | --- | --- | --- | --- | --- |
| 31 | 10m 43s | EA7500 | ACCESS | 31 | 3 |

## Work Mix Lens
- Frontline-heavy week: 29 LTS queue calls vs 2 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 | 2.80 | 31 |
| Protocol | 1.70 | 31 |
| Communication | 2.00 | 31 |
| Overall | 2.20 | 31 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 2 | 39m 52s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 3.6x weekly median handle time |
| EA | 6 | 16m 46s | 2.02 | 1.50 | 1.50 | 1.83 | Outlier: 1.5x weekly median handle time |
| WHW | 5 | 11m 45s | 2.20 | 3.40 | 1.40 | 1.80 |  |
| MR | 5 | 11m 10s | 2.80 | 3.20 | 1.40 | 2.40 |  |
| MX | 7 | 9m 24s | 2.07 | 3.29 | 1.57 | 1.71 |  |
| OTHER | 1 | 8m 15s | 1.10 | 1.00 | 1.00 | 2.00 |  |
| E | 7 | 7m 46s | 2.37 | 2.86 | 1.86 | 2.00 |  |

**Key Observations**
- LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time.
- EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 10 | 16m 57s | 2.20 | 2.90 | 1.80 | 2.00 | ✓ |
| SETUP | 8 | 8m 38s | 1.80 | 2.60 | 1.40 | 1.90 | ✓ |
| CONNECTIVITY | 7 | 12m 50s | 2.30 | 3.10 | 1.70 | 2.10 | ✓ |
| GENERAL INQUIRY | 3 | 16m 54s | 2.50 | 3.30 | 2.00 | 2.30 |  |

## Week-over-Week Movement
- Accuracy moved up 0.55 vs. last week.
- Average handle time moved down by 6m 48s.
- Family swing: MX handle time moved down by 13m 34s vs. last week.
- Family swing: E handle time moved down by 13m 21s vs. last week.
- Family swing: WHW handle time moved down by 8m 59s vs. last week.

## What Went Well
- **Accurate product recommendations**: Provided correct, up-to-date product recommendations (MBE7000, MX6200) matching customer’s bandwidth needs.
- **Clear communication of warranty status**: Accurately communicated warranty expiration and support options for out-of-warranty devices.

## Growth Opportunities
- **Incorrect technical guidance**: Provided factually incorrect technical advice, such as claiming Wi-Fi 4 router cannot work with Wi-Fi 7 modem (false; no technical incompatibility exists).
- **Failure to follow standard troubleshooting protocols**: Did not perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE]) despite customer reporting no internet connectivity.

## Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve adherence to standard troubleshooting protocols for common issues (e.g., no internet, admin access).
- Reduce provision of incorrect technical information (e.g., Wi-Fi incompatibility, firmware updates).
- Enhance clarity and professionalism in communication to avoid customer frustration.

## Technical Accuracy
**Improvement**
Incorrectly claimed Wi-Fi 4 router cannot work with Wi-Fi 7 modem, which is false. Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration).

**Improvement**
Provided incorrect and potentially unsafe support URL. Did not collect product model/serial or perform any troubleshooting for VPN issue.

**Improvement**
Incorrect URL guidance (HTTPS not used for local admin access). Falsely claimed a 'recent update with the web interface for Linux' caused the issue. Failed to guide customer through standard admin-page troubleshooting.

**Improvement**
Used 5-press pairing method on LN1600, which is not supported per KB. Provided incorrect technical details about Ethernet backhaul and dBm thresholds. Failed to confirm internet/app connectivity before escalation.

## Coaching Moments
No additional coaching moments were extracted after the technical review.

## Escalation Lessons: What L2 Did
### — — Resolved
- Call Outcome: Escalated to advanced tier; callback scheduled in 3–4 hours.
- Current Status: Resolved

### — — Resolved
- Call Outcome: Escalated to Level 2 technical team; callback promised within 2–3 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-03 22:03:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-03 23:12:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 23:12:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '* Claimed the case from CAT queue'}, {'timestamp': '2026-06-03 23:12:36', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 00:24:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00132129 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to access UI TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 8:05 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per the client he was unable to access the WebUI - His reason of access the webUI is he needs to separate the 2.4 a...'}, {'timestamp': '2026-06-04 00:44:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hello, Charles, Thank you for reaching out to us! I understand you're experiencing some issues with your Linksys device. You may try accessing the router using the steps below. However, before doing so, please make sure to first check the IP address of your computer. To check your computer’s IP address, please follow these steps: For Windows computer: 1. Open the Start menu and select **Settings**. 2. Click **Network & internet**.Select **Wi-Fi** or **Ethernet**, then click **Properties**. Your...."}, {'timestamp': '2026-06-04 00:45:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

### — — Resolved
- Call Outcome: Escalated to Level 2; callback scheduled within 2‑3 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-05 22:10:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 22:37:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing the ticket.'}, {'timestamp': '2026-06-05 22:37:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-05 22:37:18', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 22:51:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke steph. but he would like to talk to dave [REDACTED_PHONE] end the call'}, {'timestamp': '2026-06-05 23:09:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer. I spoke to Switch > Ok Modem >>>> Switch >>>> Parent node >>> Ok Accessing the UI : [REDACTED_PHONE] > Ok Access v...'}, {'timestamp': '2026-06-05 23:09:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved

## Coach Appendix
Weekly pattern unavailable.
Focus points: Improve adherence to standard troubleshooting protocols for common issues (e.g., no internet, admin access).; Reduce provision of incorrect technical information (e.g., Wi-Fi incompatibility, firmware updates).; Enhance clarity and professionalism in communication to avoid customer frustration.

## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00131603](https://linksys.happyfox.com/staff/ticket/131603/) | 2026-06-01 14:21:25+00:00 | 1.00 | INBOUND | EA7300 | SETUP | not_fixed |
| [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) | 2026-06-01 14:56:51+00:00 | 1.40 | INBOUND | EA7500 | SETUP | Advised customer to replace the router due to alleged Wi-Fi incompatibility and expired warranty, without offering self-help resources or valid troubleshooting. |
| [#LTS00131627](https://linksys.happyfox.com/staff/ticket/131627/) | 2026-06-01 15:30:35+00:00 | 1.80 | INBOUND | E1200 | ACCESS | Advised customer to consider upgrading to a newer router; no further action taken. |
| [#LTS00131641](https://linksys.happyfox.com/staff/ticket/131641/) | 2026-06-01 16:52:20+00:00 | 2.80 | INBOUND | EA8300 | ACCESS | Sent email with general instructions for accessing the router interface after customer declined paid support. |
| [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) | 2026-06-01 17:21:53+00:00 | 3.80 | INBOUND | MR8300 | CONFIGURATION | Agent will email detailed steps to separate the 2.4 GHz band. |
| [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 19:03:01+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer ended call due to poor audio and requested to call back; no troubleshooting steps completed, no callback scheduled, no next step provided. |
| [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 19:06:36+00:00 | 1.80 | INBOUND | MX2000 | SETUP | None – call ended without addressing any issue. |
| [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 19:10:06+00:00 | 1.10 | INBOUND | MX2000 | SETUP | Agent incorrectly told the customer the mesh was already configured; no troubleshooting was performed per KB guidance. |
| [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) | 2026-06-01 19:26:03+00:00 | 2.80 | INBOUND | MR7500 | CONNECTIVITY | Customer declined paid support and will contact ISP for further assistance. |
| [#GI00131685](https://linksys.happyfox.com/staff/ticket/131685/) | 2026-06-01 20:02:19+00:00 | 3.90 | INBOUND | — | GENERAL INQUIRY | Customer to select and purchase either MBE7000 or MX6200 based on stock availability. |
| [#LTS00131696](https://linksys.happyfox.com/staff/ticket/131696/) | 2026-06-01 20:30:29+00:00 | 1.10 | INBOUND | LRT224 | NO TROUBLESHOOTING NEEDED | Directed customer to invalid support URL; no technical fix or valid self-help path provided. |
| [#LTS00131701](https://linksys.happyfox.com/staff/ticket/131701/) | 2026-06-01 20:41:46+00:00 | 2.80 | INBOUND | MX8500 | ACCESS | Customer changed Wi-Fi password in the router UI. Agent advised re-entering the new password on all devices. Paid support offered for future assistance. No verification of success or additional troubleshooting performed. |
| [#LTS00131707](https://linksys.happyfox.com/staff/ticket/131707/) | 2026-06-01 21:12:17+00:00 | 1.80 | INBOUND | E5400 | SETUP | Agent offered $15 paid support or email assistance; suggested purchasing a newer router. No configuration steps provided. |
| [#LTS00131710](https://linksys.happyfox.com/staff/ticket/131710/) | 2026-06-01 21:29:59+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Advised customer to purchase a newer router; no technical fix or self-help guidance provided. |
| [#LTS00013482](https://linksys.happyfox.com/staff/ticket/13482/) | 2026-06-01 23:01:29+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | None – call ended without action. |
| [#LTS00131825](https://linksys.happyfox.com/staff/ticket/131825/) | 2026-06-02 14:55:45+00:00 | 1.60 | INBOUND | E5400 | SETUP | Agent will email the customer generic troubleshooting steps; no live fix performed. |
| [#LTS00131845](https://linksys.happyfox.com/staff/ticket/131845/) | 2026-06-02 15:46:41+00:00 | 1.60 | INBOUND | MX4200 | ACCESS | Advised to use router password for local access; offered $15 paid-support session or free email assistance; no specific email-change steps provided. |
| [#LTS00013482](https://linksys.happyfox.com/staff/ticket/13482/) | 2026-06-02 17:07:48+00:00 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | None provided; call ended with invalid transfer script and no follow-up path. |
| [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) | 2026-06-02 18:06:20+00:00 | 1.80 | INBOUND | MR20EC | SETUP | Agent promised to email a receipt request; no technical fix or self-help guidance provided. |
| [#LTS00131891](https://linksys.happyfox.com/staff/ticket/131891/) | 2026-06-02 19:28:06+00:00 | 1.30 | INBOUND | EA7500 | ACCESS | Advised customer to purchase a new Wi-Fi 6 or Wi-Fi 7 router. |
| [#GI00131894](https://linksys.happyfox.com/staff/ticket/131894/) | 2026-06-02 19:45:18+00:00 | 1.80 | INBOUND | — | GENERAL INQUIRY | No resolution; no transfer or guidance provided. |
| [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) | 2026-06-02 20:06:23+00:00 | 1.80 | INBOUND | LN1600 | CONNECTIVITY | Escalated to advanced tier; callback scheduled in 3–4 hours. |
| [#LTS00131912](https://linksys.happyfox.com/staff/ticket/131912/) | 2026-06-02 21:02:41+00:00 | 3.20 | INBOUND | WHW03 | ACCESS | Agent will send an email with step-by-step instructions for logging into the router and resetting the password. |
| [#GI00131920](https://linksys.happyfox.com/staff/ticket/131920/) | 2026-06-02 21:30:42+00:00 | 2.90 | OUTBOUND | — | CONNECTIVITY | Add two compatible child nodes and place one inside the main house and one in the pool house, ensuring open space and ~50 ft spacing. |
| [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) | 2026-06-02 23:07:48+00:00 | 1.80 | OUTBOUND | LN1600 | GENERAL INQUIRY | Informed customer WHW03 cannot mesh with LN1600; suggested limited wired use with incorrect technical requirements. |
| [#LTS00132038](https://linksys.happyfox.com/staff/ticket/132038/) | 2026-06-03 15:35:44+00:00 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | Advised customer to consider paid support ($15) or replace the out‑of‑warranty EA7300 with a newer model. |
| [#LTS00132066](https://linksys.happyfox.com/staff/ticket/132066/) | 2026-06-03 17:04:06+00:00 | 2.80 | INBOUND | MR9600 | CONNECTIVITY | Agent will send a self‑help email with troubleshooting steps. |
| [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | 2026-06-03 21:38:26+00:00 | 1.80 | INBOUND | WHW03 | ACCESS | Escalated to Level 2 technical team; callback promised within 2–3 hours. |
| [#LTS00132278](https://linksys.happyfox.com/staff/ticket/132278/) | 2026-06-04 16:59:38+00:00 | 2.80 | INBOUND | E5350 | ACCESS | Sent email with password‑reset guide. |
| [#LTS00132323](https://linksys.happyfox.com/staff/ticket/132323/) | 2026-06-04 21:35:30+00:00 | 2.80 | INBOUND | EA8100 | ACCESS | Agent will email password-reset instructions to the customer. |
| [#LTS00132426](https://linksys.happyfox.com/staff/ticket/132426/) | 2026-06-05 15:54:33+00:00 | 2.80 | INBOUND | MX8500 | ACCESS | Use the LAN Ethernet port for the child node and log out/in of the app; monitor if the node now reports wired status, otherwise call back. |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-05 19:58:49+00:00 | 3.00 | INBOUND | E1200 | CONNECTIVITY | Agent will send an email with generic troubleshooting instructions for the E1200. |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-05 20:09:07+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Email resent; customer instructed to check inbox/spam. No confirmation step or follow-up scheduled. |
| [#LTS00132470](https://linksys.happyfox.com/staff/ticket/132470/) | 2026-06-05 20:11:15+00:00 | 2.80 | INBOUND | MR7350 | SETUP | Agent will send an email with detailed troubleshooting steps. |
| [#LTS00132480](https://linksys.happyfox.com/staff/ticket/132480/) | 2026-06-05 21:16:41+00:00 | 2.80 | INBOUND | WHW01 | SETUP | Sent email with step-by-step troubleshooting guide. |
| [#TE00132487](https://linksys.happyfox.com/staff/ticket/132487/) | 2026-06-05 21:47:35+00:00 | 2.60 | INBOUND | MX5300 | ACCESS | Escalated to Level 2; callback scheduled within 2‑3 hours. |