eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a small sample size (20 calls). Overall performance trends are visible but individual scores may fluctuate.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

ACCESS and CONNECTIVITY categories show lower average scores, indicating a need for focused improvement in these areas. The SETUP category also requires attention due to consistently low scores across calls.

What Went Well

Strength: Accurate Model Identification and Warranty Confirmation

"Okay, so that's two, nine, V for Victor. Yeah, let me verify that serial number. So, if I get it right. So, that's two, nine, V for Victor, one, one, M for Mary. The number two, B for David, A for Apple. Okay. 07480. Okay, let me just check this serial number."

#LTS00063567

Strength: Successful Resolution of WAN Port Misconfiguration

"Okay, sir, probably the the the current node is not... the Ethernet cable was in the wrong port (LAN instead of WAN) on the parent node."

#LTS00131349

Growth Opportunities

Improvement: Technical Accuracy in Reset Procedures

"By means of resetting, how did you perform reset?"

#GI00127699

What “good” looks like:

• Always verify the correct reset duration for the specific model (e.g., 10 seconds for Velop, not 20).
• Avoid describing non-existent LED colors or pairing methods that contradict KB guidelines.
• Use model-appropriate pairing techniques (e.g., 5-press pairing only for Cognitive Mesh/LN/MBE series, not Velop).

Improvement: Basic Troubleshooting for Connectivity Issues

"Did you check your connection from your modem if, uh, if it's stable? Aha, that's uh, that's a router. Actually, it's just a router, sir. MX6200. It's just yeah, it's just a uh, uh, wireless router."

#GI00131124

What “good” looks like:

• Perform systematic diagnostics: power cycle both router and modem, check LED indicators, test wired connections, and verify WAN/internet status before suggesting hardware replacement.
• Create a case or document the interaction for continuity, especially when the issue may involve upstream (modem/ISP) factors.

Next Week's Focus

1. Verify reset durations and pairing methods before instructing customers—consult the KB for model-specific steps.
2. Implement a structured troubleshooting flow for connectivity issues: power cycle → LED check → wired test → WAN verification → reconfigure if needed.
3. Document every interaction with a HappyFox case, even if the issue appears straightforward.
4. Confirm warranty status early in the call and avoid requesting payments before validating the customer’s ability to complete requested steps.

Technical Accuracy

Improvement

"By means of resetting, how did you perform reset?"

#GI00127699

Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices. Used incorrect 5-press pairing method (not applicable to Velop). Provided incorrect LED color guidance (solid pink, magenta).

Improvement

"Accepted payment without confirming customer could complete setup on their device. Provided materially incorrect technical instructions: guided customer through manual static IP and DNS configuration on EA7430, which is not supported via phone and contradicts KB."

#LTS00130982

Improvement

"Provided incorrect and potentially unsafe support URLs: 'support-links.com' and 'support.link-sys.com'. Failed to verify router model before proceeding. Did not provide any step-by-step setup instructions for WRT54G."

#LTS00130993

Coaching Moments

Improvement

"So that's Charlie David Frank Jay for John, H for Hotel 1 7 6, 626. Correct. Oh yeah. Jay for John 1 H 1, 7 6 6 2 6. You took some damage on your router."

#LTS00130993

Provided incorrect and potentially unsafe support URLs: 'support-links.com' and 'support.link-sys.com'. Failed to verify router model before proceeding. Did not provide any step-by-step setup instructions for WRT54G.

Improvement

"Okay. So, because that that website was clearer than your app. Mhm."

#GI00131328

Suggested factory reset as the only solution without validating simpler fixes or assessing impact on DSL-bridge setup. Made unsupported technical claim about 'reflashing firmware' resolving a similar case.

Improvement

"Okay. Well, by default, it should say Linksys. By the way, um, can I have first the model number and the serial number of your Linksys device, ma'am? Okay, let me verify the serial number. That's 23C for Charlie, 10P for Peter, 09A for Alpha, 00205. Is that right? Okay."

#LTS00131357

Provided incorrect website URL (support.links.com instead of support.linksys.com). Misidentified the product as 'RA6450' instead of RE6250. Stated the default password is 'admin,' which is incorrect for the RE6250.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

Coach Appendix

• Weekly Trend: A high frequency of technical inaccuracies was observed, especially in reset procedures, model identification, and URL guidance. Protocol adherence was low, with frequent failures to verify warranty status, perform basic troubleshooting, or create cases.
• Key Pattern: The agent often provided incorrect technical instructions (e.g., reset durations, pairing methods, URLs) and skipped essential diagnostic steps before escalating or offering paid support. This pattern suggests a need for targeted coaching on KB-aligned troubleshooting and model-specific procedures.
• Evidence: The most impactful missteps occurred in calls #GI00127699, #LTS00130982, and #LTS00130993, where technical inaccuracies prolonged issues and led to escalations or unresolved cases.

This Week's Calls