# alvin.edio@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 | |---|---|---|---|---|---| | 4 | 7m 52s | EA9300 | CONNECTIVITY | 4 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 3.00 | 4 | | Protocol | 2.25 | 4 | | Communication | 2.00 | 4 | | Overall | 2.43 | 4 | *4 calls reviewed. Overall score range: 1.5 – 3.5.* --- ## This Week's Coverage ### Models Supported Product model data not available for this week. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 1 | 1.5 | ✓ | | SETUP | 1 | 3.0 | | | ACCESS | 1 | 1.7 | | | NO TROUBLESHOOTING NEEDED | 1 | 3.5 | | **Connectivity** shows a low average score of 1.5, suggesting a need for more structured troubleshooting and clearer escalation criteria. Focus on verifying device context and performing basic diagnostics before escalating. --- ## What Went Well ### Accurate identification of end-of-life devices The agent correctly identified MX5300 and WRT54GV5 as end-of-life devices and provided accurate guidance on their status and next steps. > **[#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)**: > "Informed customer that MX5300 is end-of-life with no new firmware; suggested adding nodes or upgrading to a newer model for better coverage." > **[#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/)**: > "Accurately identified the WRT54GV5 as a legacy device no longer supported and correctly stated that the Linksys app is incompatible with this model." --- ## Growth Opportunities ### Verify device context before escalation The agent escalated a connectivity issue without confirming the actual device model, leading to mismatched technical assumptions. Always verify the exact product model and family before proceeding. > **[#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)**: > Misidentified the product as MBE70 instead of MX6200, contradicting KB guidance for Velop/Intelligent Mesh systems. **Next step:** Before escalating, confirm the exact model and family (e.g., MX6200 vs. MBE70) and ensure troubleshooting steps match the device’s known behavior. ### Provide correct account-management guidance The agent gave inaccurate advice for changing an account email address, suggesting a factory reset instead of the proper method. Always refer to KB documentation for account-related changes. > **[#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/)**: > "Advised to reset the router and set up a new account; no confirmation of success." **Next step:** Guide customers to manage account email changes via the Linksys website or app, and offer paid-support options if needed. --- ## Next Week's Focus 1. **Confirm product model and family** before any troubleshooting or escalation. Use the serial number or admin UI to verify. 2. **Guide customers to verify firmware versions** on MX/EOL devices via the admin UI (e.g., http://myrouter.local) before discussing updates. 3. **Use KB-recommended steps** for account management changes instead of device resets. 4. **Add empathy and acknowledgment** when customers express frustration or repeat issues. --- ## Technical Accuracy ### **Improvement** > **[#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)**: > Agent misidentified the product as MBE70 at [03:00], a different mesh family (Cognitive Mesh) with different firmware and pairing logic than the actual MX6200 (Velop/Intelligent Mesh). This error directly contradicts KB guidance for MX6200 setup and troubleshooting. ### **Improvement** > **[#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/)**: > Agent provided inaccurate solution (factory reset) for changing account email address. This is not a valid method per Linksys KB. The correct method is through the website or app. ### **Improvement** > **[#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)**: > Agent did not verify the exact firmware version currently installed on the MX5300 via customer guidance (e.g., checking in web UI at http://[REDACTED_PHONE] or http://myrouter.local). This step is explicitly recommended in universal_firmware_update.md for customers inquiring about firmware status. ### **Strength** > **[#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/)**: > Agent correctly identified the MX5300 as end-of-life and accurately cited the final firmware release date (April 14, 2022) per KB (universal_eol_firmware.md). ### **Strength** > **[#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/)**: > Agent accurately identified the WRT54GV5 as a legacy device no longer supported and correctly stated that the Linksys app is incompatible with this model. --- ## Escalation Lessons: What L2 Did ### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — Resolved by Level 2 - **What L1 saw:** Customer reported buffering and poor performance after switching to business internet and replacing a mesh node with an MX6200, suspecting VLAN throughput limitations. - **Why it escalated:** L1 misidentified the device as MBE70 and performed no troubleshooting, escalating based on outdated notes. - **What L2 did:** L2 validated the correct device context (MX6200), performed remote diagnostics, adjusted network settings (disabled IPV6, express forwarding), and guided the customer through a full mesh reset and reconfiguration. - **Current state:** Resolved. - **L1 learning points:** 1. Always verify the exact product model before troubleshooting or escalating. 2. For MX6200 performance issues, check WAN status, run speed tests, and validate node connectivity before assuming firmware or VLAN problems. 3. Document any remote sessions and configuration changes clearly for handoff. --- ## Coach Appendix *Highest-signal trend:* Consistent product misidentification (MBE70 vs. MX6200) and incorrect account-management advice led to escalated or unresolved cases. Focus next week on precise device verification and KB-aligned guidance for account changes. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/) | 2026-05-25 23:53:38 | 3.5 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 00:10:43 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | ↑ Escalated | | [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/) | 2026-05-26 00:29:24 | 3.0 | INBOUND | WRT54G | SETUP | ✓ Likely resolved | | [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/) | 2026-05-26 00:38:26 | 1.7 | INBOUND | EA9300 | ACCESS | ⏳ Pending |