# vennemir.calvin@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 | | --- | --- | --- | --- | --- | --- | | 24 | 16m 47s | SPNMX42GC | ACCESS | 24 | 5 | ## Work Mix Lens - Frontline-heavy week: 21 LTS queue calls vs 3 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 | 2.30 | 24 | | Protocol | 1.80 | 24 | | Communication | 2.20 | 24 | | Overall | 2.20 | 24 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | SPN | 4 | 25m 6s | 2.08 | 2.00 | 2.25 | 2.00 | Outlier: 1.8x weekly median handle time | | RE | 3 | 18m 39s | 1.53 | 1.00 | 1.33 | 2.00 | | | WHW | 5 | 18m 8s | 2.62 | 2.00 | 1.80 | 2.80 | | | MX | 4 | 16m 22s | 1.93 | 2.75 | 1.50 | 2.00 | | | EA | 2 | 11m 50s | 1.50 | 1.00 | 2.00 | 2.50 | | | E | 5 | 11m 31s | 1.92 | 1.80 | 1.40 | 2.20 | | | MBE | 1 | 10m 55s | 2.60 | 4.00 | 2.00 | 2.00 | | | LN | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | **Key Observations** - SPN is the slowest family at 25m 6s; outlier: 1.8x weekly median handle time. - RE is one of the slowest families at 18m 39s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 11 | 17m 38s | 2.20 | 2.50 | 2.00 | 2.30 | ✓ | | CONNECTIVITY | 7 | 17m 35s | 2.00 | 2.40 | 1.60 | 2.10 | ✓ | | SETUP | 3 | 18m 23s | 1.90 | 2.00 | 1.30 | 2.00 | ✓ | | HARDWARE | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | | CONFIGURATION | 1 | 22m 54s | 2.80 | 1.00 | 3.00 | 3.00 | | ## Week-over-Week Movement - Overall moved down 0.20 vs. last week. - Accuracy moved down 0.49 vs. last week. - Communication moved up 0.17 vs. last week. - Family swing: MBE handle time moved down by 12m 47s vs. last week. - Family swing: RE handle time moved up by 8m 06s vs. last week. - Family swing: SPN handle time moved up by 7m 50s vs. last week. ## What Went Well 1. **Correct password reset guidance** > Guided the customer through the five-digit recovery key password reset process (key: 16537). Confirmed that the router admin UI was accessible after the reset. [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) 2. **Effective troubleshooting for band-splitting** > Successfully guided customer through web interface to split 2.4 GHz and 5 GHz SSIDs, a correct and effective solution for band-steering issues. [#LTS00131794](https://linksys.happyfox.com/staff/ticket/131794/) --- ## Growth Opportunities 1. **Avoid incorrect technical claims** > Falsely claimed that Linksys cloud login servers were closed, which contradicts public KB and undermines trust. [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) *What good looks like*: Verify cloud service status against current KB before stating discontinuations. When in doubt, direct customers to official resources. 2. **Consistent protocol adherence** > Failed to collect serial number despite relevance to support eligibility and potential RMA. Did not confirm local login access after providing URLs. [#TE00131199](https://linksys.happyfox.com/staff/ticket/131199/) *What good looks like*: Always collect model/serial number early, verify warranty status, and confirm successful local access before closing. --- ## Next Week's Focus 1. **Collect model and serial number on every call**—use the “Before anything else” script to ensure this data is captured upfront. 2. **Verify local access after providing URLs**—ask the customer to confirm they can see the router’s web UI before moving to advanced steps. 3. **Cross-check cloud service status**—refer to the current KB article on cloud service discontinuations before making claims. 4. **Streamline SPN troubleshooting**—review slow-handling patterns for SPN calls and apply the most efficient diagnostic path first. --- ## Technical Accuracy ### **Improvement** > Agent falsely claimed that Linksys cloud login servers were closed, which is a severe accuracy violation and contradicts public KB. [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) ### **Improvement** > Provided incorrect local admin URL for SPNM series (myrouter.local instead of myrouter.info) and falsely claimed smartwifi.com discontinuation affects local access. [#LTS00131799](https://linksys.happyfox.com/staff/ticket/131799/) ### **Improvement** > Incorrectly advised using HTTPS for local router access (e.g., https://[REDACTED_PHONE]), which is unsupported and causes security warnings. [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/) ### **Improvement** > Provided invalid IP address format '[REDACTED_PHONE]' and incorrectly suggested using HTTPS for local admin access. [#LTS00132231](https://linksys.happyfox.com/staff/ticket/132231/) --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#TE00131199](https://linksys.happyfox.com/staff/ticket/131199/) — Pending with Level 2 - **What L1 saw**: Customer reported persistent connectivity issues on SPNMX42GC (5 nodes), with blank blue screen when accessing myrouter.local. L1 removed nodes, spaced them, rebooted, and confirmed firmware was up to date. - **Why it escalated**: Issues remained unresolved after standard L1 troubleshooting; L1 could not validate WAN status or confirm local access success. - **What L2 did**: - Verified mixed-model mesh topology (MX4000 parent + SPNMX42GC child). - Performed channel finder and cleared browser cache; used Internet Explorer with no success. - Swapped nodes and tested LED states; confirmed solid purple (healthy) after reset. - **Current state**: Escalated and pending L2 callback. - **L1 learning points**: 1. Always confirm WAN LED status and ISP credentials before declaring hardware issues. 2. For mixed-model meshes, document parent/child relationships and test each node individually. 3. Use supported browsers (Chrome/Firefox) and avoid IE for local access. ### [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) — Resolved by Level 2 - **What L1 saw**: Customer couldn’t log into linksyssmartwifi.com (blue screen) and forgot router password; child node (MX8500) showed solid red light. - **Why it escalated**: L1 provided local URLs but didn’t confirm access; hardware issue remained unverified. - **What L2 did**: - Guided password reset via recovery key and confirmed local access via myrouter.local. - Diagnosed red-light node as WAN failure; reset node and re-added to mesh. - Verified internet connectivity post-reset. - **Current state**: Resolved. - **L1 learning points**: 1. Always provide both myrouter.local and [REDACTED_PHONE] as local access options. 2. For solid red nodes, check WAN LED and ISP credentials before resetting. 3. Document node status (solid red = no WAN) and guide customers through node replacement if needed. --- ## Coach Appendix *Internal use only*: - **Top trend**: SPN calls dominate handle time and unresolved cases. Focus next week on SPN-specific troubleshooting scripts and LED interpretation training. - **Recurring issue**: Inconsistent collection of model/serial numbers delays warranty/RMA eligibility checks. Implement a mandatory “model/serial” capture script at call start. - **Critical pattern**: Multiple instances of providing invalid URLs (HTTPS, wrong format) and false cloud service claims. Reinforce KB verification for URLs and service status before customer interaction. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00131568](https://linksys.happyfox.com/staff/ticket/131568/) | 2026-06-01 12:00:04+00:00 | 2.30 | INBOUND | LN3111 | HARDWARE | Suggested cable swap; offered paid support but no further action taken. | | [#LTS00131570](https://linksys.happyfox.com/staff/ticket/131570/) | 2026-06-01 12:02:37+00:00 | 3.00 | INBOUND | E7350 | ACCESS | Customer declined further support and decided to replace the router. | | [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) | 2026-06-01 12:42:17+00:00 | 4.70 | INBOUND | — | ACCESS | Password reset completed; customer regained access to router and app. | | [#TE00131199](https://linksys.happyfox.com/staff/ticket/131199/) | 2026-06-01 12:55:50+00:00 | 1.00 | INBOUND | SPNMX42GC | ACCESS | not_fixed | | [#LTS00128191](https://linksys.happyfox.com/staff/ticket/128191/) | 2026-06-01 13:04:37+00:00 | 1.40 | INBOUND | RE7000 | SETUP | Call ended without confirmed resolution or clear next step. Agent did not complete proper password reset process. | | [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-01 13:37:34+00:00 | 3.00 | INBOUND | MX8500 | CONNECTIVITY | Callback from advanced team expected within the day. Customer advised to attempt local login using provided URLs. No immediate resolution provided for either issue. | | [#LTS00131606](https://linksys.happyfox.com/staff/ticket/131606/) | 2026-06-01 14:34:28+00:00 | 2.80 | INBOUND | WHW01 | ACCESS | Customer reset router admin password and regained admin access; app login still pending verification. Directed to self-help resources. | | [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/) | 2026-06-01 16:23:13+00:00 | 1.60 | INBOUND | RE6300 | ACCESS | Agent advised full factory reset of all six mesh nodes; customer declined. Ticket created for follow-up. | | [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-06-01 18:59:12+00:00 | 1.80 | INBOUND | E1200 | ACCESS | Agent recommended purchasing a new MX6200 router; no actionable steps provided for password retrieval or reset. | | [#LTS00131799](https://linksys.happyfox.com/staff/ticket/131799/) | 2026-06-02 10:49:29+00:00 | 2.80 | INBOUND | SPNMX56TB | CONFIGURATION | Perform factory reset and re-configure Wi-Fi settings on a computer to enable separate 2.4 GHz and 5 GHz networks. | | [#LTS00131802](https://linksys.happyfox.com/staff/ticket/131802/) | 2026-06-02 11:30:33+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Advised customer to contact ISP for WAN connectivity; provided ticket reference. | | [#LTS00131794](https://linksys.happyfox.com/staff/ticket/131794/) | 2026-06-02 11:50:55+00:00 | 2.90 | INBOUND | WHW0301GC | CONNECTIVITY | Devices now connect and operate normally; no further steps required. | | [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) | 2026-06-02 12:00:56+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Self-help via support.linksys.com; customer may need to perform proper factory reset and Pair-button setup. | | [#LTS00131836](https://linksys.happyfox.com/staff/ticket/131836/) | 2026-06-02 15:30:06+00:00 | 1.80 | INBOUND | MX5500 | SETUP | Customer to email a screenshot of the purchase receipt; agent will verify warranty and schedule a follow‑up call for further assistance. | | [#LTS00131871](https://linksys.happyfox.com/staff/ticket/131871/) | 2026-06-02 17:37:41+00:00 | 1.80 | INBOUND | EA7300 | ACCESS | Customer instructed to locate model/serial number and call back; offered $15 paid-support option; provided support phone number 800-326-7114. | | [#LTS00128154](https://linksys.happyfox.com/staff/ticket/128154/) | 2026-06-03 15:57:29+00:00 | 1.60 | INBOUND | MX5500 | SETUP | Two nodes are now operational; the remaining dead node must be replaced. No self-help resources or follow-up provided. | | [#GI00132210](https://linksys.happyfox.com/staff/ticket/132210/) | 2026-06-04 12:17:29+00:00 | 2.60 | INBOUND | — | ACCESS | Customer should complete the password reset using the recovery key, then attempt to log in again. If still locked, advise a follow‑up call or escalation. | | [#LTS00132218](https://linksys.happyfox.com/staff/ticket/132218/) | 2026-06-04 12:43:41+00:00 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Monitor network behavior and call back if drops continue—no active resolution provided. | | [#LTS00132221](https://linksys.happyfox.com/staff/ticket/132221/) | 2026-06-04 13:04:36+00:00 | 1.70 | INBOUND | SPNMX55GC | ACCESS | Agent advised factory reset and use of incorrect URL; no confirmation of success or alternative path provided. | | [#LTS00132223](https://linksys.happyfox.com/staff/ticket/132223/) | 2026-06-04 13:15:58+00:00 | 2.80 | INBOUND | SPNM60CF | ACCESS | Router is functional via web UI; advise customer to contact Linksys Cloud Support for app-login issues. | | [#LTS00132231](https://linksys.happyfox.com/staff/ticket/132231/) | 2026-06-04 13:58:48+00:00 | 1.20 | INBOUND | EA9500 | ACCESS | Agent advised factory reset if offline access fails; no confirmation of fix or alternative path provided. | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 15:13:53+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Level-2 technician to call back within 5 minutes after this call. | | [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/) | 2026-06-04 16:21:47+00:00 | 1.60 | INBOUND | RE6300 | ACCESS | Customer advised to perform a factory reset but received no clear instructions; offered paid support if needed; customer will call back later. | | [#LTS00122745](https://linksys.happyfox.com/staff/ticket/122745/) | 2026-06-04 21:04:25+00:00 | 2.00 | OUTBOUND | E2500 | CONNECTIVITY | No successful login; advised to locate the recovery key and retry, but no further action was confirmed. | | [#LTS00122745](https://linksys.happyfox.com/staff/ticket/122745/) | 2026-06-04 21:26:45+00:00 | 1.10 | OUTBOUND | E2500 | CONNECTIVITY | None provided; issue remains open. | | [#LTS00122745](https://linksys.happyfox.com/staff/ticket/122745/) | 2026-06-04 21:35:42+00:00 | 1.70 | OUTBOUND | E2500 | CONNECTIVITY | No resolution; no next step was provided. | | [#LTS00132389](https://linksys.happyfox.com/staff/ticket/132389/) | 2026-06-05 12:43:14+00:00 | 2.60 | INBOUND | MBE7000 | CONNECTIVITY | Monitor network for 24-48 hours; call back if dropouts persist for further troubleshooting. |