# eppie.lagumbay — 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 | |---|---|---|---|---|---| | 20 | 26m 36s | — | ACCESS | 18 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 1.90 | 20 | | Protocol | 1.80 | 20 | | Communication | 2.30 | 20 | | Overall | 2.10 | 20 | *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 | Category | Calls | Avg Score | Focus Area? | |-------------|-------|-----------|-------------| | ACCESS | 7 | 1.80 | ✓ | | CONNECTIVITY| 6 | 2.20 | ✓ | | SETUP | 6 | 1.90 | ✓ | | CONNECTIVITY| 1 | 3.40 | | **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](https://linksys.happyfox.com/staff/ticket/63567/) ### 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](https://linksys.happyfox.com/staff/ticket/131349/) --- ## Growth Opportunities ### Improvement: Technical Accuracy in Reset Procedures > *"By means of resetting, how did you perform reset?"* [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) **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](https://linksys.happyfox.com/staff/ticket/131124/) **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](https://linksys.happyfox.com/staff/ticket/127699/) 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](https://linksys.happyfox.com/staff/ticket/130982/) ### **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](https://linksys.happyfox.com/staff/ticket/130993/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130993/) 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](https://linksys.happyfox.com/staff/ticket/131328/) 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](https://linksys.happyfox.com/staff/ticket/131357/) 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](https://linksys.happyfox.com/staff/ticket/127699/) — Resolved by Level 2 | Aspect | Details | |-----------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | **What L1 saw** | Customer reported low upload speed and later an admin-login error (error 2298) after resetting a Velop mesh system. | | **Why it escalated** | L1 provided multiple technically inaccurate instructions (reset duration, LED colors, pairing method, HTTPS access), leading to prolonged troubleshooting and an unresolved admin-login error. | | **What L2 did** | L2 likely performed a proper 10-second factory reset, used the correct pairing method for Velop, and addressed the admin-login error directly, possibly by resetting the admin password or reconfiguring services. | | **Current state** | Resolved. | | **L1 learning points**| 1. Always use the correct reset duration (10 seconds for Velop).
2. Avoid non-standard pairing methods (e.g., 5-press) for Velop.
3. Differentiate between router admin password and Wi‑Fi password to prevent login failures. | --- ## 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](https://linksys.happyfox.com/staff/ticket/127699/), [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/), and [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/), where technical inaccuracies prolonged issues and led to escalations or unresolved cases. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 20:18:46+00:00 | 1.8 | INBOUND | — | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 00:05:41+00:00 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 02:25:44+00:00 | 1.4 | INBOUND | WRT54G | SETUP | — | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 20:53:43+00:00 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 22:09:00+00:00 | 3.0 | INBOUND | MR8300 | SETUP | — | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 22:39:52+00:00 | 1.4 | INBOUND | VLP01 | ACCESS | — | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 23:35:03+00:00 | 3.0 | INBOUND | MX6200 | SETUP | Pending | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 23:51:47+00:00 | 3.0 | INBOUND | MR7350 | CONNECTIVITY | — | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 23:59:04+00:00 | 3.0 | OUTBOUND | MR7350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 01:29:37+00:00 | 1.1 | INBOUND | RE7000 | ACCESS | — | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 01:41:57+00:00 | 1.6 | INBOUND | MR7350 | ACCESS | — | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 02:05:25+00:00 | 1.9 | INBOUND | EA8300 | ACCESS | — | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 21:16:30+00:00 | 3.0 | INBOUND | MX8500 | SETUP | Pending | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 21:36:26+00:00 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | — | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 21:51:06+00:00 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 22:24:05+00:00 | 3.0 | INBOUND | VLP01 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 22:24:48+00:00 | 1.0 | OUTBOUND | VLP01 | CONNECTIVITY | — | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 22:34:18+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 00:09:52+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 00:27:11+00:00 | 1.0 | INBOUND | RE6250 | SETUP | — |