# rubierosa.levi@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 | | --- | --- | --- | --- | --- | --- | | 10 | 29m 11s | EA8100 | CONNECTIVITY | 9 | — | ## Work Mix Lens - Frontline-heavy week: 9 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 | 2.11 | 9 | | Protocol | 1.78 | 9 | | Communication | 2.33 | 9 | | Overall | 2.33 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 3 | 63m 36s | 1.73 | 1.33 | 1.33 | 1.67 | Outlier: 2.9x weekly median handle time | | RE | 2 | 25m 27s | 2.80 | 3.50 | 2.00 | 3.00 | | | MR | 1 | 21m 53s | — | — | — | — | | | SPN | 2 | 16m 50s | 3.05 | 3.00 | 2.00 | 2.00 | | | MX | 1 | 8m 58s | 3.00 | 1.00 | 3.00 | 3.00 | | **Key Observations** - EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time. - RE is one of the slowest families at 25m 27s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 35m 47s | 2.20 | 1.40 | 1.60 | 2.20 | ✓ | | SETUP | 2 | 20m 0s | 2.80 | 2.50 | 1.50 | 2.50 | | | CONFIGURATION | 1 | 24m 43s | 2.80 | 3.00 | 2.00 | 3.00 | | | GENERAL INQUIRY | 1 | 17m 5s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ | | ACCESS | 1 | 19m 53s | 3.30 | 5.00 | 3.00 | 2.00 | | ## Week-over-Week Movement - Overall moved up 0.47 vs. last week. - Accuracy moved up 0.54 vs. last week. - Communication moved down 0.21 vs. last week. - Average handle time moved up by 5m 27s. - Family swing: SPN handle time moved down by 25m 52s vs. last week. - Family swing: MX handle time moved down by 9m 15s vs. last week. ## What Went Well - **Clear step-by-step guidance**: Guided customer through app restart and recovery flow with clear step-by-step instructions. - **Adaptability to customer context**: Eventually recognized that the extender was already configured and broadcasting as blue_EXNT, adapting guidance accordingly. ## Growth Opportunities - **Technical accuracy in troubleshooting**: Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices. - **Protocol adherence and case documentation**: Failed to collect essential case information (serial number, warranty status, full contact details). ## Next Week's Focus - This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight. - Improve technical accuracy in troubleshooting steps. - Adhere to protocol for case documentation and device verification. - Reduce handle time for high-volume problem categories. ## Technical Accuracy **Improvement** Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. Correct method is factory reset or app re-pairing. **Improvement** Provided incorrect reset guidance (RESETTER20) for FGW5500 router. No standard troubleshooting protocol followed. **Improvement** Failed to collect model/serial and warranty information, violating protocol for device verification. **Strength** Successfully guided customer to access setup page by editing URL to 'welcome.html', resolving the blank admin page issue. ## Coaching Moments No additional coaching moments were extracted after the technical review. ## Escalation Lessons: What L2 Did No escalated case learning was available for this report. ## Coach Appendix Weekly pattern unavailable. Focus points: Improve technical accuracy in troubleshooting steps.; Adhere to protocol for case documentation and device verification.; Reduce handle time for high-volume problem categories. ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) | 2026-06-01 02:15:25+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Customer set a new router password and reported accessing the app dashboard; advised to update firmware if desired. No verification of login success or resolution confirmation. | | [#LTS00131749](https://linksys.happyfox.com/staff/ticket/131749/) | 2026-06-02 01:57:38+00:00 | 2.80 | INBOUND | RE6700 | CONFIGURATION | Customer accessed extender interface and began reconfiguration; agent will send KB article for further guidance. | | [#GI00131750](https://linksys.happyfox.com/staff/ticket/131750/) | 2026-06-02 02:07:21+00:00 | 1.10 | INBOUND | — | GENERAL INQUIRY | No resolution or next step was provided. | | [#LTS00131754](https://linksys.happyfox.com/staff/ticket/131754/) | 2026-06-02 02:14:40+00:00 | 2.80 | INBOUND | RE6400 | SETUP | Offered paid technical support and promised to send a troubleshooting article. | | [#LTS00131755](https://linksys.happyfox.com/staff/ticket/131755/) | 2026-06-02 02:41:41+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — | | [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) | 2026-06-03 02:57:17+00:00 | 1.00 | INBOUND | EA8100 | CONNECTIVITY | Agent promised to email the customer for further review; no technical fix was applied. | | [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) | 2026-06-03 10:08:25+00:00 | 2.80 | INBOUND | SPNMX55 | SETUP | Agent created a case but offered no technical resolution or self-help path. Customer declined further assistance and chose to discard the devices. | | [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) | 2026-06-05 05:32:57+00:00 | 1.40 | OUTBOUND | EA8100 | CONNECTIVITY | Scheduled a callback and promised to email a link; no resolution achieved during call. | | [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) | 2026-06-05 07:56:59+00:00 | 2.80 | OUTBOUND | EA8100 | CONNECTIVITY | Customer accessed setup page and completed configuration; callback scheduled for printer setup. | | [#LTS00132376](https://linksys.happyfox.com/staff/ticket/132376/) | 2026-06-05 10:01:16+00:00 | 3.30 | INBOUND | SPNM60TB | ACCESS | Customer reported successful connection via Sky Stream box after re-entering password. |