# charm.awitan — 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 | |---|---|---|---|---|---| | 30 | 17m 00s | MR8300 | CONNECTIVITY | 30 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.10 | 30 | | Protocol | 1.80 | 30 | | Communication | 2.20 | 30 | | Overall | 2.10 | 30 | *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 | Model | Calls | Avg Score | |---|---|---| | WHW03 | 4 | 2.10 | | MX6200 | 3 | 1.80 | | MR8300 | 3 | 2.07 | | MX4200 | 2 | 2.25 | | WHW01 | 2 | 1.60 | | EA6350 | 2 | 1.40 | **Key pattern:** Lower scores on EA6350 and WHW01 calls suggest familiarity gaps with these devices’ setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 14 | 2.00 | ✓ | | SETUP | 9 | 2.10 | ✓ | | ACCESS | 2 | 1.70 | ✓ | | CONFIGURATION | 3 | 2.60 | | | GENERAL INQUIRY | 2 | 2.25 | | **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](https://linksys.happyfox.com/staff/ticket/130715/) 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](https://linksys.happyfox.com/staff/ticket/130861/) 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](https://linksys.happyfox.com/staff/ticket/130770/) > [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) > [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) **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](https://linksys.happyfox.com/staff/ticket/130715/) > [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) > [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) **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](https://linksys.happyfox.com/staff/ticket/130715/) > *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](https://linksys.happyfox.com/staff/ticket/31646/) > *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](https://linksys.happyfox.com/staff/ticket/130788/) > *Note:* These steps are unsupported and can mislead customers. Stick to documented KB procedures. ### **Improvement** > **Provided invalid admin URL 'http://linksys' for MR2000** > [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) > *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](https://linksys.happyfox.com/staff/ticket/131432/) > *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](https://linksys.happyfox.com/staff/ticket/130935/) ### **Improvement** > **Failed to ask what feature might be blocking the email (e.g., parental controls, security filters), missing a key diagnostic step.** > [#LTS00130935](https://linksys.happyfox.com/staff/ticket/130935/) ### **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](https://linksys.happyfox.com/staff/ticket/131030/) ### **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](https://linksys.happyfox.com/staff/ticket/131033/) ### **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](https://linksys.happyfox.com/staff/ticket/131033/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 2026-05-25 13:26 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 14:56 | 3.0 | INBOUND | MR8300 | SETUP | ✓ Likely resolved | | [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) | 2026-05-25 17:53 | 1.4 | INBOUND | WHW01 | SETUP | ⏳ Pending | | [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) | 2026-05-25 20:05 | 1.4 | INBOUND | EA6350 | SETUP | Abandoned | | [#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/) | 2026-05-25 20:36 | 1.8 | INBOUND | EA8500 | CONNECTIVITY | Incorrectly closed | | [#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/) | 2026-05-25 21:27 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) | 2026-05-26 13:04 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) | 2026-05-26 13:40 | 2.8 | INBOUND | EA9500 | CONNECTIVITY | Abandoned | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 15:22 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | ✓ Likely resolved | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 15:59 | 1.3 | INBOUND | MR5500 | SETUP | Abandoned | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 16:48 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned | | [#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/) | 2026-05-26 18:30 | 1.6 | OUTBOUND | LN1400 | CONNECTIVITY | ⏳ Pending | | [#LTS00130935](https://linksys.happyfox.com/staff/ticket/130935/) | 2026-05-26 19:14 | 1.5 | INBOUND | EA6350 | SETUP | Abandoned | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 19:32 | 3.0 | INBOUND | WHW01 | ACCESS | ⏳ Pending | | [#GI00131030](https://linksys.happyfox.com/staff/ticket/131030/) | 2026-05-27 13:15 | 1.3 | INBOUND | — | GENERAL INQUIRY | Abandoned | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 13:43 | 1.4 | INBOUND | LN1200 | ACCESS | Abandoned | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 13:58 | 1.5 | OUTBOUND | LN1200 | ACCESS | ⏳ Pending | | [#LTS00129854](https://linksys.happyfox.com/staff/ticket/129854/) | 2026-05-27 14:52 | 3.0 | INBOUND | SPNM60CF | CONFIGURATION | Abandoned | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 15:05 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00131051](https://linksys.happyfox.com/staff/ticket/131051/) | 2026-05-27 16:12 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Incorrectly closed | | [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) | 2026-05-27 16:53 | 1.6 | INBOUND | MR2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) | 2026-05-27 19:14 | 4.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131086](https://linksys.happyfox.com/staff/ticket/131086/) | 2026-05-27 19:39 | 3.0 | INBOUND | EA4500 | CONNECTIVITY | ✓ Likely resolved | | [#GI00131095](https://linksys.happyfox.com/staff/ticket/131095/) | 2026-05-27 20:30 | 3.0 | INBOUND | — | GENERAL INQUIRY | Abandoned | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:36 | 1.5 | INBOUND | MR9000 | CONFIGURATION | Abandoned | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:48 | 1.0 | INBOUND | MR9000 | CONFIGURATION | Abandoned | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 13:41 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Abandoned | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 13:54 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131418](https://linksys.happyfox.com/staff/ticket/131418/) | 2026-05-29 15:43 | 2.6 | INBOUND | MR7350 | SETUP | ⏳ Pending | | [#LTS00131429](https://linksys.happyfox.com/staff/ticket/131429/) | 2026-05-29 16:25 | 3.0 | INBOUND | E8450 | SETUP | Closed with self-help | | [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) | 2026-05-29 16:34 | 1.3 | INBOUND | E1200 | CONFIGURATION | Abandoned | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 16:39 | 1.0 | INBOUND | MX6200 | SETUP | Abandoned | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:01 | 1.0 | INBOUND | MX6200 | SETUP | Abandoned | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:27 | 3.0 | INBOUND | MX6200 | SETUP | Callback promised | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 19:37 | 3.0 | INBOUND | RE6400 | SETUP | ⏳ Pending |