charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with limited call volume (30 calls reviewed). Overall performance ranges from 1.1 to 4.0.

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA6350 and WHW01 calls suggest familiarity gaps with these devices’ setup and troubleshooting flows.

Problem Categories

Focus areas: Connectivity and Setup issues are driving the lower average scores. These categories need targeted coaching to improve accuracy and protocol adherence.

What Went Well

Accurate Model and Serial Collection

Collected model number (WHW03) and serial number accurately despite customer’s difficulty.

#LTS00130715

This shows strong attention to detail and effective listening, ensuring the right device information is on record for future reference.

Correct Identification of End-of-Life Status

Correctly identified EA9500 as an End-of-Life product per KB.

#LTS00130861

Recognizing EOL devices promptly helps set realistic expectations and prevents wasted time on unsupported troubleshooting.

Growth Opportunities

Incorrect Technical Guidance on Reset Procedures

Provided incorrect reset duration (20 seconds instead of 10–15 seconds) for multiple models (EA6350, RE6400, WHW03).

#LTS00130770

#LTS00131056

#LTS00131474

What “good” looks like: Always reference the exact reset duration specified in the KB for the customer’s exact model. For EA6350, RE6400, and WHW03, the correct reset duration is 10–15 seconds. Practicing these model-specific steps will build confidence and accuracy.

Failure to Perform Basic Troubleshooting

Skipped essential diagnostics (e.g., WAN verification, LED checks, wired tests) in multiple calls, leading to unresolved issues.

#LTS00130715

#LTS00031646

#LTS00130770

What “good” looks like: Before escalating or offering paid support, always run a quick WAN check (modem LED, Ethernet cable), verify LED states, and, when possible, test with a wired connection. This often resolves issues without additional steps.

Next Week's Focus

1. Master model-specific reset durations – Create a quick reference sheet for EA6350, RE6400, WHW03, and other common models. Practice the exact timing (10–15 seconds) during resets.
2. Adopt a troubleshooting checklist – For every call, run WAN, LED, and wired tests before suggesting resets or paid support. This will catch simple fixes early.
3. Confirm self-help paths – After providing guidance, always ask the customer to confirm they can see improvement. If not, offer a clear next step (e.g., “Let’s try X together” or “I’ll send Y instructions”).
4. Document model and serial early – Capture these details in the first minutes of the call to avoid repeating questions and to ensure accurate case notes.

Technical Accuracy

Improvement

Incorrectly stated AC2200 is end-of-life and no longer receiving firmware updates

#LTS00130715

Note: This is factually false per Linksys KB and constitutes a serious accuracy violation. Always verify EOL status against the official KB before stating it.

Improvement

Materially incorrect LED interpretation: stated 'solid pinkish red' indicates node is ready to pair

#LTS00031646

Note: No Velop node uses pinkish red as a valid operational state. Correct ready-state LEDs are solid white (Velop) or solid blue (MX/MR series).

Improvement

Invented non-standard troubleshooting steps ('replicating lines of code,' 'coding application') not supported by Linksys KB

#LTS00130788

Note: These steps are unsupported and can mislead customers. Stick to documented KB procedures.

Improvement

Provided invalid admin URL 'http://linksys' for MR2000

#LTS00131056

Note: Correct URLs are http://myrouter.local or http://[REDACTED_PHONE]. Always use the model-specific URLs from the KB.

Improvement

Suggested default admin credentials of 'admin/admin' for E1200, which is incorrect

#LTS00131432

Note: The default password is on the label for E1200. Never assume default credentials; direct customers to the label or use the reset procedure.

Coaching Moments

Improvement

Failed to diagnose the root cause of the email-blocking behavior, which could be due to parental controls, security filters, or firmware limitations.

#LTS00130935

Improvement

Failed to ask what feature might be blocking the email (e.g., parental controls, security filters), missing a key diagnostic step.

#LTS00130935

Improvement

Provided factually incorrect information by stating Linksys charges $[REDACTED] for support, which contradicts the KB and official policy (no paid support fee for standard technical support).

#GI00131030

Improvement

Suggested using router admin password to log into the Linksys app, which is technically incorrect and contradicts the KB (app login is separate from router admin credentials).

#LTS00131033

Improvement

Did not verify or troubleshoot email client/browser compatibility issues that could cause blank password reset pages (e.g., browser cache, ad blockers, or ISP filtering).

#LTS00131033

Escalation Lessons: What L2 Did

No escalated cases were identified this week. All cases were documented and closed at Level 1.

Coach Appendix

Internal notes for next coaching session:

• Top trend: Repeated accuracy gaps around reset procedures, LED states, and model-specific guidance.
• Action: Reinforce KB verification for reset steps and LED definitions. Add a quick-reference guide to the coaching materials.
• Pattern: Skipping basic WAN/LED/wired checks before escalation.
• Action: Introduce a simple troubleshooting checklist to be run on every call.

This Week's Calls