# mikaelhjoshua.anasco@concentrix.com — Coaching Report

## Week of 2026-05-25 – 2026-05-31

---

## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 26 | 32m 30s | WHW03 | CONNECTIVITY | 22 | 6 |

---

## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.76 | 26 |
| Protocol | 1.71 | 26 |
| Communication | 2.24 | 26 |
| Overall | 2.13 | 26 |

*26 calls reviewed. Overall score range: 1.1 – 4.5.*

---

## This Week's Coverage

### Models Supported

| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 4 | 2.15 |
| SPNM60CF | 2 | 1.40 |
| LN11011202 | 2 | 1.70 |
| MX2000 | 2 | 1.45 |
| SPNMX42GC | 2 | 2.40 |
| SPNM60TB | 2 | 2.15 |
| MX4200 | 2 | 1.75 |
| MX5500 | 2 | 2.40 |
| MX6200 | 2 | 2.65 |
| MR20EC | 2 | 1.55 |

**Low performance on SPNM60CF and MX2000 calls** suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 7 | 1.89 | ✓ |
| SETUP | 7 | 1.87 | ✓ |
| ACCESS | 5 | 2.16 | ✓ |
| GENERAL INQUIRY | 2 | 2.65 |  |

**Connectivity and Setup** categories show the greatest need for improvement, with average scores below 2.0. These areas should be prioritized for skill-building next week.

---

## What Went Well

### Successful Password Reset Resolution

> “I’ve been trying to reset her password on the Linksy app for the last two days. Every time I click on the reset link that you send via email, it tells me that the email is either invalid or out of date.”  
> **Resolution:** Guided the customer to uninstall/reinstall the app and use the router admin password with the five-digit recovery key printed on the parent node. The customer confirmed successful login.  
> **Ticket:** [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/)

### Effective Escalation Protocol

Multiple calls were correctly escalated to L2 support with clear callback windows when technical resolution was not achievable:
- [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) — Escalated for full mesh rebuild and WAN diagnostics.
- [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) — Escalated with scheduled callback.
- [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) — Escalated to L2 support with callback guidance.

---

## Growth Opportunities

### Incorrect Product/Process Guidance

Several calls contained materially incorrect technical guidance, including:
- Referring to the “Linux app” instead of the Linksys app.
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.
- Providing wrong default admin credentials (e.g., `admin/admin` for SPNM60).

> “The agent incorrectly declared the node reconfigured and functioning without validation.”  
> **Ticket:** [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/)

**What “good” looks like:**  
- Confirm product model before issuing model-specific instructions.
- Use KB-verified reset procedures (e.g., 10-second hold for Velop devices).
- Provide accurate default credentials (Wi‑Fi password as admin password for SPNM/LN series).

### Failure to Verify Product Model Before Troubleshooting

Calls such as [#7a58e5e6-5810-11f1-8d2b-42010a62006f](https://linksys.happyfox.com/staff/ticket/128992/) and [#57070c16-59ba-11f1-8d2b-42010a62006f](https://linksys.happyfox.com/staff/ticket/130712/) show the agent failing to confirm the product model before providing troubleshooting steps, leading to ambiguous instructions and potential misdiagnosis.

**What “good” looks like:**  
- Always ask for and verify the exact product model and serial number early in the call.
- Use model-specific KB articles to guide troubleshooting.
- Avoid generic steps that may not apply to the customer’s device.

---

## Next Week's Focus

1. **Model Verification First** – Begin every call by confirming the exact product model and serial number before proceeding with any troubleshooting.
2. **KB Reference for Reset Procedures** – Review and memorize model-specific reset instructions (e.g., 10-second hold for Velop, 5-press for Cognitive Mesh only).
3. **Accurate Credential Guidance** – Clarify default admin credentials for each product family (e.g., Wi‑Fi password for SPNM/LN, `admin`/`admin` for MR series).
4. **LED State Interpretation** – Re-familiarize with product-specific LED meanings to avoid misinterpretation (e.g., solid purple = ready for MX4200, not pink).

---

## Technical Accuracy

### **Improvement**  
Incorrect LED interpretation and reset method applied to MX4200 Velop router. Claimed solid pink indicates “ready for setup” (should be solid purple) and used 5-press reset (invalid; correct is 10-second hold).  
> “The agent misinterpreted pink LED as ready state and falsely declared reconfiguration successful.”  
> **Ticket:** [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/)

### **Improvement**  
Provided incorrect default admin credentials (`admin/admin`) for SPNM60, contradicting KB which states default is the Wi‑Fi password printed on the label. Also falsely claimed SPNM60 is not compatible with the Linksys app.  
> “Educated the customer that the SPNM60CF isn’t compatible with the Linksys app.”  
> **Ticket:** [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/)

### **Improvement**  
Provided wrong default login credentials (suggested “retaradmin” as password) and used mesh node pairing methods (5‑press) for a basic router setup (MR20EC). Mixed up URLs (`myrouter.local`, `myrouter.info`).  
> “I instructed the customer to use ‘retaradmin’ as the password and apply the 5‑press reset method.”  
> **Ticket:** [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/)

### **Improvement**  
Incorrectly stated that cognitive‑mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in mixed topology. KB explicitly supports MX‑series as parent even with cognitive‑mesh extenders.  
> “Your parent node, or your main router uses cognitive Mesh Network or Mesh technology. So that's the reason why, sir, ah this one cannot be set up as a parent node.”  
> **Ticket:** [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/)

### **Strength**  
Correctly identified root cause: discontinued Linksys Smart Wi‑Fi remote access. Guided customer to uninstall/reinstall app and use router admin password with five‑digit recovery key printed on parent node. Confirmed successful login.  
> “I guided the customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.”  
> **Ticket:** [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/)

---

## Coaching Moments

### **Strength** – Successful Password Reset  
> “I’ve been trying to reset her password on the Linksy app for the last two days. Every time I click on the reset link that you send via email, it tells me that the email is either invalid or out of date.”  
> **Note:** Agent correctly identified discontinued Linksys Smart Wi‑Fi remote access, guided the customer through app reinstall and recovery key method, and confirmed successful login.  
> **Ticket:** [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/)

### **Improvement** – LED Misinterpretation and Invalid Reset  
> “The agent misinterpreted pink LED as ready state and falsely declared node reconfiguration successful.”  
> **Note:** Applied 5‑press reset method to MX4200 Velop router, which is invalid; correct method is a 10‑second hold. Misinterpreted solid pink LED as ready (should be solid purple).  
> **Ticket:** [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/)

### **Improvement** – Incorrect Default Credentials  
> “Educated the customer that the SPNM60CF isn’t compatible with the Linksys app.”  
> **Note:** Provided incorrect default admin credentials (`admin/admin`) for SPNM60, contradicting KB which states default is the Wi‑Fi password printed on the label. Falsely claimed incompatibility with Linksys app.  
> **Ticket:** [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/)

### **Improvement** – Wrong Login Guidance and URL Confusion  
> “I instructed the customer to use ‘retaradmin’ as the password and apply the 5‑press reset method.”  
> **Note:** Provided wrong default login credentials and used mesh node pairing methods (5‑press) for a basic router setup (MR20EC). Mixed up URLs (`myrouter.local`, `myrouter.info`).  
> **Ticket:** [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/)

### **Improvement** – Incorrect Compatibility Statement  
> “Your parent node, or your main router uses cognitive Mesh Network or Mesh technology. So that's the reason why, sir, ah this one cannot be set up as a parent node.”  
> **Note:** Incorrectly stated that cognitive‑mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in mixed topology. KB explicitly supports MX‑series as parent even with cognitive‑mesh extenders.  
> **Ticket:** [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/)

---

## Escalation Lessons: What L2 Did

### [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) — Resolved by Level 2

- **What L1 saw:** Multiple mesh nodes flashing red and not connecting to each other, causing loss of Wi‑Fi for thermostat, hot water, and security cameras.  
- **Why it escalated:** L1 failed to confirm product model, provided incorrect guidance (e.g., “Linux app”), and did not validate WAN connectivity before troubleshooting nodes.  
- **Related call chain:** This was the third contact for the same issue; previous L1 attempts resulted in abandoned or vague closures.  
- **What L2 did:** Remote accessed the UI, turned off node steering, verified signal strengths, and confirmed nodes were connecting to the farthest instead of the closest. Performed a full mesh rebuild and validated connectivity.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Always confirm product model and serial number before troubleshooting mesh nodes.  
  2. Verify WAN/internet status on the parent router before troubleshooting child nodes.  
  3. Use the channel-finder tool and signal strength checks to identify optimal node placement.

### [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) — Resolved by Level 2

- **What L1 saw:** Parent node (WHW03) solid red LED, no internet connectivity after modem upgrade.  
- **Why it escalated:** L1 provided incorrect technical guidance (e.g., “solid pink/purple” LED states), used wrong reset procedure, and failed to validate modem connectivity.  
- **Related call chain:** This was a follow-up after an earlier callback set by L1; the customer was still unable to connect.  
- **What L2 did:** Guided the customer through a wired modem test, confirmed internet access, and performed a full mesh rebuild using the correct 10-second reset method.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Do not reference non-existent LED states (e.g., solid pink/purple).  
  2. Use the correct 10-second reset method for WHW03 Velop devices.  
  3. Always verify modem connectivity via a wired device before troubleshooting mesh nodes.

### [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) — Resolved by Level 2

- **What L1 saw:** Customer unable to log into the Linksys app on SPNM60CF router.  
- **Why it escalated:** L1 incorrectly stated the router is not compatible with the Linksys app and provided wrong default credentials.  
- **Related call chain:** Single contact; L1 closed the case without resolution.  
- **What L2 did:** Explained that SPNM60CF supports limited app functionality and guided the customer to use the Wi‑Fi password as the admin password and access the web UI at `http://myrouter.info`.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. SPNM60CF routers are compatible with the Linksys app for limited functionality.  
  2. Default admin credentials for SPNM devices are the Wi‑Fi password printed on the label, not `admin/admin`.  
  3. Always provide the correct web UI URL (`http://myrouter.info`) for local management.

### [#LTS00131011](https://linksys.happyfox.com/staff/ticket/131011/) — Resolved by Level 2

- **What L1 saw:** Customer unable to use parental controls on SPNM60TB router; Linksys app crashes.  
- **Why it escalated:** L1 did not confirm product model and provided vague guidance.  
- **Related call chain:** Single contact; L1 advised customer to contact ISP.  
- **What L2 did:** Explained that SPNM60TB only offers limited “Instant Safety” blocking and guided the customer through web UI configuration.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Confirm product model before discussing feature compatibility.  
  2. SPNM routers do not support full parental controls via the Linksys app; use the web UI for limited “Instant Safety” features.  
  3. Provide clear, model-specific guidance instead of generic referrals.

### [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) — Resolved by Level 2

- **What L1 saw:** Mesh nodes flashing red/blue, devices connecting to Wi‑Fi but with no internet.  
- **Why it escalated:** L1 failed to collect product model/serial, provided incorrect LED interpretations, and gave wrong reset duration.  
- **Related call chain:** Multiple contacts; L1 attempted resets and channel-finder but issue persisted.  
- **What L2 did:** Performed a full mesh rebuild, adjusted WAN settings, and verified internet connectivity on each node.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Always collect product model and serial number before troubleshooting.  
  2. Use model-specific reset procedures (e.g., 10-second hold for MX/LN series).  
  3. Validate internet connectivity on the parent node before troubleshooting child nodes.

### [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) — Resolved by Level 2

- **What L1 saw:** Parent node MX2000 showing solid red LED, no internet; child nodes not connecting.  
- **Why it escalated:** L1 misdiagnosed a working PC connection as invalid and provided incorrect technical guidance (5-press reset on Velop node).  
- **Related call chain:** Multiple contacts; L1 collected payment but failed to resolve the issue.  
- **What L2 did:** Guided the customer through a proper factory reset, verified LED states, and confirmed internet connectivity after reboot.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Do not apply 5-press reset to Velop devices; use the 10-second method.  
  2. Verify LED states against KB documentation (solid purple = ready, not pink).  
  3. Confirm internet connectivity after each troubleshooting step before declaring resolution.

---

## Coach Appendix

**Weekly Trend Summary:**  
The agent’s week was marked by frequent failures to verify product models before providing troubleshooting steps, leading to incorrect guidance (e.g., 5-press reset on unsupported models, misinterpretation of LED states, and wrong default credentials). While escalation protocols were generally followed, the root cause often lay in missing model-specific validation and KB reference. Focus for next week should be on strict model verification and reviewing model-specific troubleshooting flows.

**Key Patterns to Address:**  
- **Model Verification Omission:** In multiple calls, the agent proceeded with troubleshooting without confirming the exact product model, resulting in incorrect instructions.  
- **LED State Misinterpretation:** Repeated references to non-existent LED states (solid pink, solid blue) indicate a need to review product-specific LED documentation.  
- **Default Credential Confusion:** Providing `admin/admin` as default credentials for SPNM/LN series contradicts KB and led to failed logins.  
- **5-Press Reset Misapplication:** This method was incorrectly used on MX4200 and other non-Cognitive Mesh models, where the 10-second reset is appropriate.

These patterns are evident across the calls listed in the “Technical Accuracy” and “Coaching Moments” sections and should guide the next coaching conversation. 

--- 

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) | 2026-05-25 08:05:22 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated |
| [#GI00130701](https://linksys.happyfox.com/staff/ticket/130701/) | 2026-05-25 11:36:49 | 3.00 | OUTBOUND |  | GENERAL INQUIRY | ✓ Likely resolved |
| [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/) | 2026-05-25 12:15:07 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 13:14:18 | 2.60 | INBOUND | WHW03 | SETUP | ↻ Callback set |
| [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 14:09:30 | 1.40 | OUTBOUND | WHW03 | SETUP | ↻ Callback set |
| [#LTS00130828](https://linksys.happyfox.com/staff/ticket/130828/) | 2026-05-26 08:51:25 | 3.30 | INBOUND | WHW0301GC | ACCESS | ✓ Resolved |
| [#LTS00130836](https://linksys.happyfox.com/staff/ticket/130836/) | 2026-05-26 09:44:03 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved |
| [#GI00130842](https://linksys.happyfox.com/staff/ticket/130842/) | 2026-05-26 11:33:50 | 3.00 | INBOUND |  | GENERAL INQUIRY | ⏳ Pending |
| [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) | 2026-05-26 12:19:54 | 1.30 | INBOUND | SPNM60CF | ACCESS | ❌ Abandoned |
| [#LTS00130847](https://linksys.happyfox.com/staff/ticket/130847/) | 2026-05-26 12:37:35 | 1.50 | INBOUND | E1200 | CONNECTIVITY | ❌ Abandoned |
| [#LTS00130864](https://linksys.happyfox.com/staff/ticket/130864/) | 2026-05-26 13:32:38 | 1.40 | INBOUND | EA7300 | ACCESS | ⏳ Pending |
| [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 17:01:42 | 1.30 | INBOUND | RE6300 | ACCESS | ❌ Abandoned |
| [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 17:06:28 | 3.00 | INBOUND | RE6300 | ACCESS | ❌ Abandoned |
| [#LTS00131011](https://linksys.happyfox.com/staff/ticket/131011/) | 2026-05-27 10:01:14 | 2.80 | INBOUND | SPNM60TB | ACCESS | ⏳ Pending |
| [#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/) | 2026-05-27 10:53:48 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | ✓ Resolved |
| [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 12:00:51 | 1.40 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 13:58:52 | 2.00 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 14:01:28 | 1.80 | INBOUND | MR20EC | SETUP | ❌ Abandoned |
| [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 14:06:08 | 1.80 | INBOUND | MR20EC | SETUP | ⏳ Pending |
| [#LTS00131048](https://linksys.happyfox.com/staff/ticket/131048/) | 2026-05-27 15:08:24 | 1.80 | INBOUND | EA6500 | ACCESS | ⏳ Pending |
| [#LTS00061736](https://linksys.happyfox.com/staff/ticket/61736/) | 2026-05-28 01:37:11 | 1.10 | INBOUND | SPNMX56CF | CONNECTIVITY | ❌ Abandoned |
| [#LTS00131192](https://linksys.happyfox.com/staff/ticket/131192/) | 2026-05-28 09:03:17 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | ⏳ Pending |
| [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/) | 2026-05-28 09:55:21 | 4.50 | INBOUND | SPNMX42GC | ACCESS | ✓ Resolved |
| [#LTS00131199](https://linksys.happyfox.com/staff/ticket/131199/) | 2026-05-28 10:35:02 | 3.00 | INBOUND | SPNMX42GC | ACCESS | ↻ Callback set |
| [#LTS00131201](https://linksys.happyfox.com/staff/ticket/131201/) | 2026-05-28 11:55:23 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | ❌ Abandoned |
| [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 12:46:08 | 1.50 | INBOUND | MX2000 | SETUP | ⏳ Pending |
| [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 13:34:25 | 1.40 | OUTBOUND | MX2000 | SETUP | ↻ Callback set |