# vennemir.calvin@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 | |---|---|---|---|---|---| | 38 | 14m 02s | WHW01 | CONNECTIVITY | 34 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.50 | 38 | | Protocol | 1.70 | 38 | | Communication | 2.10 | 38 | | Overall | 2.30 | 38 | *Scores reflect a week with limited call volume and mixed performance across dimensions.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 3 | 3.30 | | WHW01 | 3 | 2.40 | | WHW03 | 3 | 2.10 | | MR8300 | 4 | 1.90 | | MX4200 | 2 | 2.50 | | MX2000 | 3 | 2.00 | | EA7300 | 2 | 2.20 | | RE7000 | 2 | 1.60 | | MBE7000 | 2 | 3.20 | **Key observation:** Lower scores on WHW01 and MR8300 calls suggest familiarity gaps with these models. Focus on reinforcing product-specific troubleshooting flows for these devices. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 20 | 2.30 | ✓ | | SETUP | 12 | 2.20 | ✓ | | ACCESS | 3 | 3.10 | | | CONFIGURATION | 1 | 1.20 | ✓ | **Connectivity and Setup** remain the primary focus areas with room for improvement. The single **CONFIGURATION** call scored very low (1.2), indicating a critical need for better guidance in this category. --- ## What Went Well ### Clear product identification and appropriate referrals > "Yes, we can double check that one for you, Ma'am. Can you provide me this serial nu..." [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) The agent correctly identified a TP-Link Deco mesh system and referred the customer to TP-Link support, avoiding incorrect technical guidance. ### Accurate LED interpretation and troubleshooting guidance > "All right, k..." [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) The agent accurately interpreted solid white LEDs as normal operation for MX4200 and guided the customer through factory resets and 5-press pairing, restoring connectivity. ### Effective escalation with clear next steps > "Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours." [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) The agent correctly escalated an account verification issue, set clear expectations, and provided a valid ticket number for follow-up. --- ## Growth Opportunities ### Correct application of 5-press pairing method 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. [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) **What better looks like:** - **Validate device family first** — 5-press pairing is only supported on Cognitive Mesh (LN/MX6200/MBE), not Velop (WHW/MX/MR) or MR series. - **Confirm LED behavior** — On MX5500, a solid blue LED indicates successful pairing; flashing blue means the node is still attempting to connect. - **Provide model-specific guidance** — For MX5500, use the Linksys app or web UI for pairing instead of physical buttons. ### Accurate factory reset duration and LED interpretation > "Incorrectly stated solid green LED means extender is 'set up properly'" [#LTS00130179](https://linksys.happyfox.com/staff/ticket/130179/) **What better looks like:** - **Use KB-specified reset times** — 10 seconds for most models (not 20 seconds). - **Clarify LED meanings** — Solid green on RE7000 only indicates power; successful connection shows solid blue. - **Guide through post-reset configuration** — After reset, access the extender via http://extender.linksys.com or the local UI to reconfigure settings. --- ## Next Week's Focus 1. **Verify device family before recommending 5-press pairing** — Confirm whether the customer has Cognitive Mesh (LN/MX6200/MBE) or Velop/MR series. 2. **Use model-specific reset times** — Default to 10 seconds for factory resets unless KB specifies otherwise. 3. **Clarify LED states during troubleshooting** — Explain what each color/flash pattern means for the specific model in use. 4. **Collect model/serial early** — This enables accurate guidance and avoids misdirected troubleshooting. --- ## Technical Accuracy ### **Improvement** [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) ### **Improvement** > "Incorrect factory reset duration (20 seconds) instructed instead of KB-specified 10 seconds for WHW01, MX2000, and WHW03 devices." [#LTS00131214](https://linksys.happyfox.com/staff/ticket/131214/) ### **Improvement** > "Provided invalid admin IP address ([REDACTED].x) instead of myrouter.local or 192.168.1.1 on call 7027d08e - contradicts KB guidance." [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) ### **Improvement** > "Directed customer to non-existent 'Lynx app' instead of Linksys Smart Wi-Fi app or local browser access on call aa6ca6e0." [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) ### **Improvement** > "Incorrect LED interpretation - claimed solid green LED means extender is 'set up properly' on RE7000 (call 5be1360c), but KB states solid green only indicates power, not successful connection." [#LTS00130179](https://linksys.happyfox.com/staff/ticket/130179/) --- ## Coaching Moments ### **Strength** > "All right, thank you so much for patiently waiting, Miss Gina, and I do apologize..." [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) The agent acknowledged hold time and apologized, showing basic courtesy and empathy during a challenging call. ### **Strength** > "Yes, we can double check that one for you, Ma'am. Can you provide me this serial nu..." [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) The agent correctly identified the product as non-Linksys and avoided providing incorrect technical guidance, referring the customer appropriately. --- ## Escalation Lessons: What L2 Did ### [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Resolved by Level 2 - **What L1 saw:** Customer upgraded to a new Comcast modem and lost internet on a Linksys mesh system. L1 performed a factory reset and attempted 5-press pairing but did not obtain product model or confirm modem testing. - **Why it escalated:** The case was escalated due to unresolved connectivity after L1 troubleshooting and payment collection before diagnostics. - **Related call chain:** This was a repeat contact; the initial call (LTS00122939) was closed as "Resolved" after L1 directed the customer to verify modem connectivity and contact ISP, but the issue persisted. - **What L2 did:** L2 confirmed the modem was functioning, guided the customer through admin access, verified WAN status, and confirmed successful connectivity after resetting and re-pairing nodes. - **Current state:** Resolved — all child nodes are now online and the customer can connect to Wi-Fi. - **L1 learning points:** 1. **Always collect product model/serial before troubleshooting.** This ensures accurate guidance and avoids misapplication of reset methods. 2. **Verify WAN connectivity before proceeding with resets.** Use a direct modem-to-laptop test to isolate ISP issues. 3. **Avoid collecting payment before establishing a clear troubleshooting path.** Ensure the customer understands the process and next steps before any financial transaction. ### [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) — Resolved by Level 2 - **What L1 saw:** Customer couldn’t verify their Linksys account due to a non-functional verification link. L1 escalated after attempting to collect a screenshot and providing vague next steps. - **Why it escalated:** The issue required Level 2 intervention for account verification and link regeneration. - **Related call chain:** This was a follow-up; the initial call (LTS00092429) was escalated after L1 failed to resolve the verification issue and directed the customer to send a screenshot via email. - **What L2 did:** L2 reviewed the screenshot, regenerated the verification link, and guided the customer through successful account verification and MX5300 node setup. - **Current state:** Resolved — account verified and mesh network operational. - **L1 learning points:** 1. **When account verification fails, escalate early** — Level 2 has tools to regenerate links and access account data. 2. **Collect screenshots during the call** — If possible, have the customer email or upload the screenshot directly to avoid delays. 3. **Provide clear escalation timelines** — Inform the customer of expected callback times (e.g., 24-48 hours) to manage expectations. --- ## Coach Appendix **Weekly trend summary:** This week featured 38 calls with a resolution rate of 34%. Key technical accuracy gaps include misapplication of the 5-press pairing method on Velop devices and incorrect factory reset durations. Protocol adherence needs improvement, particularly around early model/serial collection and clear next-step communication. PCI compliance concerns were noted due to partial credit-card collection in several calls. **Recurring patterns to address in next coaching:** - **Product family verification** before recommending pairing/reset methods. - **Standardized reset durations** per KB (10 seconds for most models). - **Clear escalation pathways** for account verification and persistent connectivity issues. - **Empathy and call control** during high-frustration calls (e.g., prolonged hold times, repeat contacts). --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 12:27:06+00:00 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 13:05:31+00:00 | 2.4 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) | 2026-05-25 15:44:33+00:00 | 3.0 | INBOUND | WHW01 | SETUP | Closed with self-help | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 14:05:09+00:00 | 1.1 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 18:01:01+00:00 | 1.8 | INBOUND | MX5500 | CONNECTIVITY | Pending resolution | | [#LTS00131024](https://linksys.happyfox.com/staff/ticket/131024/) | 2026-05-27 12:46:59+00:00 | 4.0 | INBOUND | E2500 | CONNECTIVITY | Closed with self-help | | [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 15:02:42+00:00 | 3.1 | INBOUND | MX8500 | ACCESS | Escalated correctly | | [#LTS00131214](https://linksys.happyfox.com/staff/ticket/131214/) | 2026-05-28 13:13:23+00:00 | 1.4 | INBOUND | WHW01 | SETUP | Abandoned or vague | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-28 14:35:13+00:00 | 1.2 | INBOUND | EA9300 | SETUP | Incorrectly closed | | [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-28 19:55:04+00:00 | 1.8 | INBOUND | MX2000 | SETUP | Callback or followup set | | [#LTS00077800](https://linksys.happyfox.com/staff/ticket/77800/) | 2026-05-29 16:33:29+00:00 | 3.9 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 15:30:51+00:00 | 3.3 | INBOUND | MBE7000 | SETUP | Closed correctly |