# trecia.malunjao@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 | | --- | --- | --- | --- | --- | --- | | 8 | 11m 33s | SPNM60CF | ACCESS | 8 | — | ## Work Mix Lens - Frontline-heavy week: 10 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 | 2.88 | 8 | | Protocol | 1.88 | 8 | | Communication | 2.00 | 8 | | Overall | 2.28 | 8 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | | | SPN | 6 | 15m 29s | 2.20 | 2.00 | 1.83 | 2.00 | | | WHW | 2 | 12m 46s | 2.90 | 3.00 | 2.00 | 2.50 | | | WRT | 1 | 10m 42s | 1.80 | 5.00 | 2.00 | 1.00 | | **Key Observations** - MX is one of the slowest families at 19m 23s. - SPN is one of the slowest families at 15m 29s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 3 | 6m 26s | 3.00 | 2.33 | 2.00 | 2.67 | | | CONFIGURATION | 2 | 28m 7s | 2.40 | 2.50 | 2.00 | 2.00 | | | CONNECTIVITY | 2 | 12m 56s | 1.20 | 1.00 | 1.50 | 1.50 | ✓ | | SETUP | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Overall moved down 0.16 vs. last week. - Average handle time moved down by 15m 02s. - Family swing: SPN handle time moved down by 18m 57s vs. last week. - Family swing: WHW handle time moved down by 16m 43s vs. last week. - Family swing: MX handle time moved down by 5m 43s vs. last week. ## What Went Well 1. **Accurate device identification** > “All right. Who is your internet service provider, sir? So I see, sir, that the model number of your router is SP-NM-60, right?” [#LTS00131557](https://linksys.happyfox.com/staff/ticket/131557/) 2. **KB-aligned technical guidance** > “Performed 5-press reset on parent node… Connected phone to default Velop Setup SSID (Velop Setup EFA).” [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) 3. **Clear warranty/communication framing** > “Accurately communicated warranty status and explained paid-support option with clear pricing ($15 for one hour).” [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) --- ## Growth Opportunities 1. **Use model-specific admin URLs** *What went well:* Guided SPNM60 users to `[REDACTED_PHONE]`. *What to improve:* For SPNMX-series devices, always use `myrouter.info` per KB. > “Instructed customer to open a browser and navigate to incorrect IP addresses ([REDACTED_PHONE] and [REDACTED_PHONE])” [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) 2. **Validate resolution before closure** *What to improve:* Confirm network functionality and set clear follow-up paths. > “Call ended without confirming resolution or setting follow-up path.” [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) --- ## Next Week's Focus 1. **Verify admin URL by device family** - SPNM/SPNMX → `myrouter.info` - WHW → `myrouter.local` or `myrouter.info` - MX → `myrouter.info` 2. **Implement resolution confirmation checklist** - “Can you confirm the 2.4 GHz network is now visible?” - “Is the Ring doorbell now connected and stable?” 3. **Document serial numbers and warranty status** - Capture early, verify eligibility, and note in HappyFox. --- ## Technical Accuracy - **Improvement** > *Provided incorrect admin URLs ([REDACTED_PHONE], [REDACTED_PHONE]) for SPNMX-series device; correct URL is myrouter.info per KB.* [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) - **Improvement** > *Incorrectly advised DNS entries ('8' and '8884') which are invalid IP formats; led to 'invalid parameters' error.* [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) - **Improvement** > *Failed to validate network functionality after firmware update on MX6200; call ended without confirmation.* [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) - **Strength** > *Correctly guided customer through 5-press reset for MX6200 and connection to 'Velop Setup' SSID, aligning with KB procedures.* [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) --- ## 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 - **Primary trend**: Frontline-heavy week with focus on ACCESS/CONNECTIVITY issues. Protocol scores (1.88) lag behind accuracy (2.88), indicating need for more structured troubleshooting frameworks. - **Key pattern**: Admin URL errors and unresolved closure in SPNMX/CONNECTIVITY cases. Prioritize model-specific URL verification and resolution confirmation. - **Quote governance**: All extracted quotes adhered to PII redaction rules; no new quotes introduced. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 09:46:42+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Customer logged in successfully after resetting the admin password. | | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 10:04:43+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Customer independently located the Instant-Privacy setting and confirmed resolution. No agent validation or follow-up performed. | | [#LTS00131557](https://linksys.happyfox.com/staff/ticket/131557/) | 2026-06-01 10:07:03+00:00 | 3.00 | INBOUND | SPNM62CF | CONFIGURATION | 2.4 GHz network now visible and Ring doorbell connected; monitor for future drops and call back if issue recurs. | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:29:50+00:00 | 1.00 | INBOUND | SPNMX55GC | CONNECTIVITY | None – no information available. | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:39:50+00:00 | 1.40 | INBOUND | SPNMX55GC | CONNECTIVITY | None – password reset failed and no follow-up action was agreed upon. | | [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) | 2026-06-01 14:23:58+00:00 | 3.00 | INBOUND | WHW01 | ACCESS | Agent suggested using the router password to log in via the app; no further steps were taken. | | [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) | 2026-06-01 14:49:24+00:00 | 1.80 | INBOUND | SPNM60CF | CONFIGURATION | Agent will send an email with further instructions; customer advised to try a different browser on a PC. | | [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) | 2026-06-01 15:15:08+00:00 | 2.20 | INBOUND | MX6200 | SETUP | Customer instructed to run firmware update and complete setup; no confirmed resolution or follow-up path established. | | [#LTS00102156](https://linksys.happyfox.com/staff/ticket/102156/) | 2026-06-03 14:05:06+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Offered paid‑support or a self‑help link; customer declined. | | [#LTS00126413](https://linksys.happyfox.com/staff/ticket/126413/) | 2026-06-04 14:23:06+00:00 | 1.80 | INBOUND | WRT1200AC | ACCESS | Advised customer to contact T-Mobile support for the VOIP adapter. No additional resources or case documentation provided. |