Your weekly coaching path

Coach as a hybrid queue owner with both frontline and escalation responsibilities.

Snapshot

Calls handled: 56 | Average score: 2.28 | Main focus: Incorrect technical instructions

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Evidence Calls

CaseDateScoreProductCategoryOutcome
#GI001276992026-06-01 12:58:56+00:001.5GENERAL INQUIRYCall terminated; no resolution provided.
#GI001316902026-06-01 20:17:32+00:003.5EA7300CONNECTIVITYAdvised that the EA7300 is End-of-Life and recommended upgrading to a newer Linksys router for better performance.
#LTS001317002026-06-01 20:37:05+00:001.8WHW03CONNECTIVITYDirected customer to support.linksys.com and offered paid connect service; no configuration completed or validated.
#LTS001317092026-06-01 21:19:47+00:002.8WHW03CONNECTIVITYDirected customer to support.linksys.com and promised email with setup instructions.
#LTS001317132026-06-01 21:41:25+00:002.8EA8300CONNECTIVITYCustomer resolved issue independently; agent did not verify fix or provide correct self-help resources.
#LTS001015642026-06-01 22:28:55+00:002.4MX2000CONNECTIVITYCustomer will call back to purchase Paid Connect service for further assistance.
#GI001317242026-06-01 22:40:56+00:001Unclassifiednot_fixed
#LTS001317282026-06-01 22:55:06+00:001WHW03CONNECTIVITYnot_fixed
#LTS001317302026-06-01 22:59:14+00:001.6E5400SETUPDirected customer to support.linksys.com for self‑service articles; offered paid $15 Connect service if they choose.
#LTS001317282026-06-01 23:45:30+00:001.1WHW03CONNECTIVITYAgent promised to call back without specifying time or method; no valid next step was confirmed.
#LTS001317282026-06-02 00:10:02+00:001.6WHW03CONNECTIVITYIdentified hardware fault on one child node; advised replacement may be needed, but no formal RMA, escalation, or self-help path was provided.
#GI001317412026-06-02 01:04:57+00:003MX6203GENERAL INQUIRYAgent confirmed technical feasibility; customer will attempt setup independently and may call back if issues arise.
#LTS001317432026-06-02 01:10:33+00:002.8MX6200CONNECTIVITYRouter appears online after power cycle; advised customer to consider purchasing an MX series node for better coverage.
#LTS001317532026-06-02 02:27:44+00:003.4MR8300CONNECTIVITYCustomer directed to support.linksys.com for self-service troubleshooting articles.
#TE001319052026-06-02 20:14:50+00:001.4WHW03SETUPEscalated to Level 2 for advanced troubleshooting including possible firmware reflash; customer to be contacted within 2–3 hours.
#LTS001319552026-06-02 22:12:19+00:001E1200ACCESSNone; agent incorrectly declared router end-of-life and suggested replacement without verification.
#GI001319312026-06-02 22:21:14+00:002.8ACCESSFactory reset and re-configure the router using default credentials.
#LTS001319382026-06-02 22:43:00+00:001.8MX2000CONNECTIVITYCustomer to contact Spectrum to resolve modem-level internet issue; agent will follow up the next day.
#LTS000831622026-06-02 23:29:18+00:001.4MX4200CONFIGURATIONNode displayed solid green, but agent provided no verification steps and closed under incorrect brand (TP-Link).
#LTS001319532026-06-03 00:11:51+00:002.8MR6350CONFIGURATIONCustomer will use the online support article to attempt band separation; no further action required by agent.
#LTS001319552026-06-03 00:18:57+00:001.3E1200ACCESSCustomer directed to invalid URL for self-help; no password recovery method provided.
#LTS001319552026-06-03 00:31:05+00:002.8E1200ACCESSCustomer instructed to log into the router’s web UI to view or change the Wi-Fi password; no further action taken.
#LTS001319662026-06-03 01:27:27+00:001.3EA5800CONNECTIVITYNo resolution achieved. Agent provided invalid URL (support.linkedin.com) and did not confirm internet restoration.
#LTS000023432026-06-03 01:32:49+00:001.8MX6200SETUPAdvised that the observed UI glitch should self-correct; instructed customer to monitor node status with no further action or escalation path provided.
#LTS001321162026-06-03 20:02:02+00:002.8MX4200SETUPAgent will email KB articles on resetting the admin password and adding child nodes.
#LTS001321302026-06-03 21:49:54+00:004MX8500ACCESSAccess router UI via http://192.168.15.1/ui/local/dynamic/index.html using HTTP and Edge browser; login successful.
#LTS001321322026-06-03 22:14:41+00:002.8VLP01CONNECTIVITYDirected customer to support.linksys.com for self‑service guidance.
#LTS000987392026-06-03 22:24:34+00:002.8WHW03CONNECTIVITYNodes paired successfully; Wi-Fi network operational.
#LTS001321472026-06-03 23:13:48+00:001EA7250ACCESSNone.
#LTS001321472026-06-03 23:41:54+00:001EA7250ACCESSNone
#LTS001321472026-06-03 23:47:52+00:002.8EA7250ACCESSUse http://myrouter.local or http://192.168.1.1 with admin password 'admin'; if login still fails, perform a factory reset.
#LTS001321482026-06-04 00:00:54+00:002.9CM3024CONNECTIVITYContact ISP for configuration changes or replace the modem with a supported model.
#LTS001319552026-06-04 00:22:58+00:001E1200ACCESSProvided website link only; no functional resolution.
#LTS000584712026-06-04 00:33:03+00:001.4MX5500SETUPNo resolution. Customer directed to a misspelled URL and offered paid support, leading to call abandonment.
#TE000273822026-06-04 00:34:27+00:002.8MX6200SETUPAll nodes are now online; advise monitoring signal and repositioning if needed.
#LTS001323072026-06-04 20:07:38+00:001.4E7350SETUPCustomer reported admin page opened after trying URLs, but agent did not confirm or assist with further setup.
#LTS000960762026-06-04 21:26:23+00:002MX4200CONNECTIVITYMost nodes showed connected status (green/blue) by end of call, but one remained unstable. No definitive resolution confirmed. No follow-up or escalation scheduled.
#LTS001323322026-06-04 22:59:03+00:001.7WHW03CONNECTIVITYAgent concluded node was connected based on incorrect LED interpretation; no actual resolution or further steps provided.
#LTS001123842026-06-04 23:52:23+00:002.2EA7450SETUPCustomer to manage router locally using provided URLs and change WAN type to DHCP after modem replacement. No path provided to correct email address.
#LTS001323422026-06-05 00:22:06+00:002.8E5400CONNECTIVITYInternet restored after reset and Wi‑Fi re‑configuration.
#LTS001323482026-06-05 00:57:54+00:002.8PAP2TSETUPAdvised to consult support.linksys.com for legacy products and consider a newer model; no technical fix provided.
#GI001271322026-06-05 01:13:34+00:002.8WHW03SETUPAll nodes are now solid blue and admin UI is accessible; customer can complete bridge-mode configuration and place nodes.
#LTS001323502026-06-05 01:27:40+00:002.8EA6100CONNECTIVITYProvided support website and offered paid support; customer declined and plans to replace router.
#LTS001323522026-06-05 01:43:00+00:002.8WHW03CONNECTIVITYInternet restored; router and at least one node are operational.
#LTS001324472026-06-05 18:12:34+00:002.8WHW01SETUPAgent will email a link to a video showing how to reset and re-add the nodes.
#LTS001319682026-06-05 18:25:16+00:003.3MX4200NO TROUBLESHOOTING NEEDEDAccess router locally via http://myrouter.local; monitor for any further issues.
#LTS001324532026-06-05 18:46:54+00:002.8MX5300CONNECTIVITYNetwork restored; advise replacement of original parent node with faulty WAN port.
#GI001324792026-06-05 20:58:26+00:002.2MR7340SETUPNo concrete resolution; advised to research further on support.linksys.com.
#LTS001324852026-06-05 21:43:46+00:002.8MX4200CONNECTIVITYRouter reset and Wi-Fi re-configuration restored internet; child nodes re-joined the mesh.
#LTS001324952026-06-05 22:33:06+00:002.2E4200CONNECTIVITYCustomer to try wired connection and access 192.168.1.1; no confirmation of success or follow-up scheduled.
#LTS001325002026-06-05 23:02:02+00:002.8MX4000SETUPNodes paired and Wi-Fi reconfigured; internet appears functional but not confirmed. Advised on parental controls.
#LTS001217782026-06-05 23:29:18+00:001.7MX4200CONNECTIVITYNo resolution achieved; further troubleshooting required (correct reset timing, proper pairing method, WAN verification).
#LTS001325062026-06-06 00:14:15+00:003.1WHW01SETUPDirected customer to support.linksys.com and offered paid-connect service; no troubleshooting performed.
#LTS001217782026-06-06 00:26:13+00:004MX4200CONNECTIVITYIssue resolved; network operational.
#LTS001325072026-06-06 00:30:50+00:002.8WHW03CONNECTIVITYOffered self-help article link and paid support; customer declined.
#TE001321272026-06-06 00:53:04+00:001.8MX6200CONFIGURATIONCallback promised but not arranged; agent later stated support was closed and no technician available. No valid next step confirmed.