# kharla.proel — 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 | |---|---|---|---|---|---| | 33 | 17m 58s | WHW03 | CONNECTIVITY | 33 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 1.80 | 33 | | Protocol | 1.70 | 33 | | Communication | 2.10 | 33 | | Overall | 2.20 | 33 | *33 calls reviewed. Score range: 1.1 – 3.6.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | WHW03 | 7 | 2.0 | | MX6200 | 3 | 2.1 | | EA7300 | 2 | 1.4 | | WHW01 | 3 | 1.8 | | EA8300 | 2 | 1.3 | | MX5300 | 1 | 1.1 | | EA6100 | 1 | 1.4 | | WRT1900AC | 1 | 3.0 | | RE7000 | 1 | 3.0 | | MR7350 | 2 | 3.0 | | EA6350 | 2 | 1.4 | | VLP01 | 1 | 1.4 | | WRT54GS v7 | 1 | 1.6 | | EA7500 | 1 | 1.4 | | EA7200 | 1 | 2.7 | | WRT32X | 1 | 1.4 | | MX4200 | 1 | 3.0 | | E8450 | 1 | 3.0 | | MX8500 | 1 | 1.2 | | WRT1900ACS | 1 | 2.6 | | WRT120N | 1 | 1.5 | | MR20EC | 1 | 3.0 | **Lower scores on EA7300 and EA6350 calls suggest familiarity gaps with these devices' setup flows.** ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 17 | 2.0 | ✓ | | SETUP | 5 | 1.9 | ✓ | | ACCESS | 3 | 2.3 | | | CONFIGURATION | 5 | 2.2 | | | GENERAL INQUIRY | 1 | 1.8 | | | NO TROUBLESHOOTING NEEDED | 1 | 3.0 | | **Connectivity and Setup categories are flagged for deeper focus.** - **Connectivity** issues show a pattern of skipped basic diagnostics (e.g., modem checks, LED verification). - **Setup** calls often lack structured guidance, leading to unresolved configuration steps. --- ## What Went Well ### Correct LED Interpretation > **Evidence:** Accurately guided the customer through the correct 5-press pairing process for MX6200 at [11:00]. [#LTS00130975](https://linksys.happyfox.com/staff/ticket/130975/) ### Protocol Adherence for Model Identification > **Evidence:** Correctly identified product model (EA7300) and serial number from customer input ([02:00]-[03:00]). [#LTS00130807](https://linksys.happyfox.com/staff/ticket/130807/) --- ## Growth Opportunities ### Incorrect Technical Guidance on Mesh Compatibility > **Evidence:** Provided materially inaccurate compatibility guidance for MX6200 and newer mesh models, stating any 'Wi-Fi Pro 6' device is compatible — this is false per KB. [#GI00130786](https://linksys.happyfox.com/staff/ticket/130786/) **What “good” looks like:** - Reference the official KB matrix when discussing mesh compatibility. - Clarify that MX6200 only pairs with MX/WHW-series nodes, not newer AX4200 or RE-series devices. - Avoid general statements like “any Wi-Fi Pro 6 device is compatible” without verification. ### Failure to Perform Basic Troubleshooting > **Evidence:** No troubleshooting steps (e.g., power-cycle, admin login, WAN status, Wi-Fi band, device isolation) were performed despite a clear performance issue. [#LTS00130932](https://linksys.happyfox.com/staff/ticket/130932/) **What “good” looks like:** - Always verify internet connectivity at the modem before troubleshooting the router. - Run a systematic power-cycle (modem → router → nodes) and check LED states. - Use the admin interface to confirm WAN status and signal strength. --- ## Next Week's Focus 1. **Start every Connectivity call with a quick WAN check** — verify the modem’s signal and internet status before diving into router settings. 2. **Create a quick-reference KB cheat sheet** for mesh compatibility (MX vs. WHW vs. newer models) to keep answers accurate and consistent. 3. **Add a 30-second reset step** to your standard troubleshooting flow for WHW03 and WHW01 devices — this resolves many silent-failure scenarios. 4. **Practice concise, step-by-step guidance** — avoid long silences and filler words; keep instructions tight and actionable. --- ## Technical Accuracy ### **Improvement** > Provided materially inaccurate compatibility guidance for MX6200 and newer mesh models, stating any 'Wi-Fi Pro 6' device is compatible and dual-band nodes can be used by adjusting settings — contradicts KB. [#GI00130786](https://linksys.happyfox.com/staff/ticket/130786/) ### **Improvement** > Provided incorrect support URL 'support.links.com' instead of 'support.linksys.com'; no troubleshooting performed for Wi-Fi dropout. [#LTS00130798](https://linksys.happyfox.com/staff/ticket/130798/) ### **Improvement** > Provided invalid support URL 'support.links.sys.com'; failed to guide customer through router admin access for Wi-Fi password lookup. [#LTS00130799](https://linksys.happyfox.com/staff/ticket/130799/) ### **Improvement** > Provided incorrect URL 'support.Linksy.com'; failed to offer correct TFTP recovery procedure for bricked EA8300 router. [#LTS00130801](https://linksys.happyfox.com/staff/ticket/130801/) ### **Improvement** > Provided incorrect support URL 'support.lgisys.com'; no troubleshooting performed for buffering/slow internet issue. [#LTS00130932](https://linksys.happyfox.com/staff/ticket/130932/) ### **Improvement** > Provided incorrect support URL 'support.linxsys.com'; no troubleshooting performed for no-internet issue on WRT32X. [#LTS00131149](https://linksys.happyfox.com/staff/ticket/131149/) ### **Improvement** > Provided incorrect support URL 'support.linus.com'; no troubleshooting performed for app visibility issue on MX5300. [#LTS00130987](https://linksys.happyfox.com/staff/ticket/130987/) ### **Improvement** > Provided incorrect and potentially unsafe support URL: 'support.Lens.cp.com' at [08:00]. [#LTS00130792](https://linksys.happyfox.com/staff/ticket/130792/) ### **Improvement** > Provided incorrect admin URL (myrouter.info) for MX4200; failed to guide customer through browser certificate warning workaround. [#LTS00131068](https://linksys.happyfox.com/staff/ticket/131068/) ### **Improvement** > Provided incorrect LED guidance for WHW03 nodes (stated 'pink or purple' instead of 'solid purple' for ready state); failed to guide proper reset procedure. [#LTS00131136](https://linksys.happyfox.com/staff/ticket/131136/) ### **Improvement** > Used 5-press pairing method on MR20EC router, which is not applicable to MR series per KB. [#LTS00131352](https://linksys.happyfox.com/staff/ticket/131352/) ### **Improvement** 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. [#LTS00066814](https://linksys.happyfox.com/staff/ticket/66814/) ### **Improvement** > Instructed 20-second factory reset on MR7350; correct duration is ~10 seconds per KB. [#LTS00005652](https://linksys.happyfox.com/staff/ticket/5652/) ### **Improvement** > Instructed 20-second factory reset on WHW03; correct duration is 10 seconds per KB. [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) --- ## Coaching Moments ### **Improvement** > **Transcript Quote:** > > "for that sir we don't sell any more um like you don't uh like directly from linksys you may check yet on any local store or to Amazon tha..." > > **Note:** Provided materially inaccurate compatibility guidance for MX6200 and newer mesh models, stating any 'Wi-Fi Pro 6' device is compatible — this is false per KB. > [#GI00130786](https://linksys.happyfox.com/staff/ticket/130786/) ### **Improvement** > **Transcript Quote:** > > "It won't connect. I have internet connection. It won't-- the wi-fi is not working. It's not giving me wi-fi and I can't seem to get it to resetter. This is the first time okay um the serial number is 2 queen james 10 Charlie 63822820." > > **Note:** Provided incorrect support URL 'support.links.com' instead of 'support.linksys.com'; no troubleshooting performed for Wi-Fi dropout. > [#LTS00130798](https://linksys.happyfox.com/staff/ticket/130798/) ### **Improvement** > **Transcript Quote:** > > "It's June. All right. All right. I have a, uh, a Linksys companion. [silence] My name. E A six. Um future.\nx 100." > > **Note:** Provided invalid support URL 'support.links.sys.com'; failed to guide customer through router admin access for Wi-Fi password lookup. > [#LTS00130799](https://linksys.happyfox.com/staff/ticket/130799/) ### **Improvement** > **Transcript Quote:** > > "I just went to say update. I mean, I went into the IP config page or the config page of the router, I guess, and just clicked on it. It downloaded and it said successful, and then when it was booting back up or the screen was, you know, whatever doing it's thing, it came back, and it just gives me this unexpected error every time I go into it now. So I can't get into that page and I I really don't know. I might've I don't remember." > > **Note:** Provided wrong support URL: 'support.Linksy.com' instead of 'support.linksys.com'; failed to offer correct TFTP recovery procedure for bricked EA8300 router. > [#LTS00130801](https://linksys.happyfox.com/staff/ticket/130801/) ### **Improvement** > **Transcript Quote:** > > "and I, yeah, I get a lot of buffering. this, the first time, is that it with that I've got it written down. You want the IP address? Cause I've got a IP address, a Gateway, a wireless Mac address. Okay. I'm gonna have to go. Give me a minute here. I gotta. Go, go to it and get it." > > **Note:** Provided incorrect support URL 'support.lgisys.com'; no troubleshooting performed for buffering/slow internet issue. > [#LTS00130932](https://linksys.happyfox.com/staff/ticket/130932/) ### **Improvement** > **Transcript Quote:** > > "[silence]\n[00:00] CHANNEL_RIGHT: Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. please have your devic..." > > **Note:** Provided incorrect support URL 'support.linxsys.com'; no troubleshooting performed for no-internet issue on WRT32X. > [#LTS00131149](https://linksys.happyfox.com/staff/ticket/131149/) ### **Improvement** > **Transcript Quote:** > > "Goodbye. [silence] Hey Carla, my Linksys system is working fine. All the the nodes are working, but I can't get my app to connect to the system.\n[00:00] CHANNEL_RIGHT: Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your, please have your device's serial number and contac..." > > **Note:** Provided incorrect support URL 'support.linus.com'; no troubleshooting performed for app visibility issue on MX5300. > [#LTS00130987](https://linksys.happyfox.com/staff/ticket/130987/) ### **Improvement** > **Transcript Quote:** > > "Oh, fuck. Hi, Carla. I was calling because I just recently got a Linksys mesh router.\n[00:00] CHANNEL_RIGHT: Welcome to **With** support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.**with**com. Please have your device serial number ready. For assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device'..." > > **Note:** Provided an incorrect and potentially unsafe support URL: 'support.Lens.cp.com' at [08:00]. > [#LTS00130792](https://linksys.happyfox.com/staff/ticket/130792/) ### **Improvement** > **Transcript Quote:** > > "Okay. uh oh. All right. The only the sound bar won't connect. It was an error message, ma'am. [silence] Oh. Mhm.\n[02:00] CHANNEL_LEFT: [KEEP_UNCERTAIN] [silence] and um I think [silence] four point something and [silence] I don't know if there's anybody with you know with Lynxsys that can help me with that situation. Okay, thank you. [silence] Hello? No, this is this is the first time. [silence] Hello? [silence] This and uh-huh, I can. [silence] Okay. Okay, is that right on the box here or? Okay, just one second.\n[02:00] CHANNEL_RIGHT: I'd; okay. So ma'am, before we, um, contin-- let me just veri-- if have..." > > **Note:** Provided incorrect admin URL 'myrouter.info' for MX4200; failed to guide customer through browser certificate warning workaround. > [#LTS00131068](https://linksys.happyfox.com/staff/ticket/131068/) ### **Improvement** > **Transcript Quote:** > > "much today. [silence] Hi there, I am having trouble with my my device. I don't know what happened that was\n[00:00] CHANNEL_RIGHT: Welcome to Lenin's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register. linksys.com. please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. please have your devic...\n[01:00] CHANNEL_LEFT: It won't connect. I have internet connection. It won't-- the wi-fi is not working. It's not giving me wi-fi and I can't seem to get it to resetter. This is the first time okay um the serial number is 2 queen james 10 Charlie 63822820. [silence]\n[01:00] CHANNEL_RIGHT: Okay. Okay, you don't have internet connection. All right. Ma'am, before we continue, have you called Linksys before? This is your first time. Okay. Let me just create a record for this. May I ask for the model number and the serial number of your Linksys device? You can check that at the bottom or underneath the router. What about the model number? [silence]\n[02:00] CHANNEL_LEFT: Hold on. I think, Oh, I It's w.h.w.03 I don't know it might be zero. It looks like a Q and it could be zero. Yes, yeah, it is. It's black.\n[02:00] CHANNEL_RIGHT: Let me just verify if I got the correct serial. all right go ahead All right, again the the serial number is it two and then zero or is it Q for queen And then J for John, one zero and then C for Charlie, six three eight two two eight two zero. And again the the model number of this router is WHW03 and is this the white um what's..." > > **Note:** Provided incorrect LED guidance for WHW03 nodes (stated 'pink or purple' instead of 'solid purple' for ready state); failed to guide proper reset procedure. > [#LTS00131136](https://linksys.happyfox.com/staff/ticket/131136/) ### **Improvement** > **Transcript Quote:** > > "[00:00] CHANNEL_RIGHT: Welcome to linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your Please have your device's serial number and contact information ready. If unavailabl...\n[02:00] CHANNEL_LEFT: yes uh uh you're staying here\n[06:00] CHANNEL_LEFT: Hi. I thought, of crowder and it's not working properly. Um, and I've switched it to group and I just took it off last range. Pardon me. Yeah. Uh, first time. Yeah. Uh,\n[06:00] CHANNEL_RIGHT: thank you for calling linksys, this is Carla. How may I help you? Okay. Okay. First time to set up the router. Okay. Uh first time to use and or set up the router? Okay. And before we continue, this is the first time calling linkiss. You've called linkiss before, right? All right, let me just create a record. Can I have the model number and serial number of the linkiss router?\n[07:00] CHANNEL_LEFT: I ordered it on Amazon, so the the model number okay, so the model number is MR20E echo C Charlie. Serial number five-zero U one zero IL ONE five E, 01624. M R20, yes\n[07:00] CHANNEL_RIGHT: You can check that ma'am underneath or at the bottom of the product itself. [silence] Okay again that's MR 20 EC. Okay and the Serial Number let me check if I got that correct. Numbers that's 50 UF.\n[08:00] CHANNEL_LEFT: All right. Yeah. Amazon. Spectrum. I have what? One router, yeah.\n[08:00] CHANNEL_RIGHT: Hey for umbrella one zero. MFN for Mary one five. E for Edward zero one six to four right? and um you mentioned you just got thi..." > > **Note:** Used 5-press pairing method on MR20EC router, which is not applicable to MR series per KB. > [#LTS00131352](https://linksys.happyfox.com/staff/ticket/131352/) ### **Improvement** > **Transcript Quote:** > > "[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, Press 2. Please have your device's ...\n[19:00] CHANNEL_LEFT: [silence]\n[19:00] CHANNEL_RIGHT: Thank you for calling Linksys, this is Kari.\n[20:00] CHANNEL_LEFT: Yeah, and it was working for a while, and suddenly it stopped working, and I'm trying to reconnect it, but I cannot get it to connect, no matter what I try. What am I doing wrong? Is this? Yeah, it's stopped working just like that, and I'm trying to reconnect it. This happened like a couple of days ago. I now I finally have some time. There was an internet, there was an internet outage, but then I get everything else to come back on besides this. [silence]\n[20:00] CHANNEL_RIGHT: Okay. So you're having a problem reconfiguring the device to connect again to the internet, right? Uh-huh. All right. Was there an internet outage in the area before you encountered that problem? Uh-huh. Okay. Uh, probably the settings on the router is not communicating now to your modem. By the way, before we continue, have we called Linksys before or did you?\n[21:00] CHANNEL_LEFT: No, I called before. You guys have mailed before. 8 1 3 9 9 2 4 8 6 9. Uh Frontier. Did you find my account? The last five digits of the serial number. 2 3 5 1 1.\n[21:00] CHANNEL_RIGHT: This is the first time. Okay, all right. So I can have your phone number. Let me just pull up your record. Okay, thank..." > > [#LTS00066814](https://linksys.happyfox.com/staff/ticket/66814/) ### **Improvement** > **Transcript Quote:** > > "[00:00] CHANNEL_RIGHT: Welcome to Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. [silence] Sir, I do apologize, but it could be a problem with the line. That's why I'm calling you back right now. Okay. Hello, sir. Can you hear me clearly now? Okay. So again, sir, your first name is Ralph, R-A-L-P-H. And how about your last name? Again, V-I-E-I-N-E-R.\n[00:00] CHANNEL_RIGHT: 0.004 Okay, CS inception, Charlie, okay. 0.116 Again, with CS Charlie and then, 0.17995 Okay, Okay, sir, because as of now, um, we need to like isolate the problem first since, um, you mentioned that, um, when you use the Amazon app, it's just blank, but when you use the Google app, it will show, uh, the internet is working, right?\n[01:00] CHANNEL_RIGHT: the phone that you are using, sir, is it an iPhone or is it some some Android? and also, the router that you have is an e a 6350, right? this router, sir, was released in the market way back 2019 and then based on our system, sir, with the serial number\n[02:00] CHANNEL_RIGHT: trying again.\n[03:00] CHANN..." > > **Note:** Instructed 20-second factory reset on MR7350; correct duration is ~10 seconds per KB. > [#LTS00005652](https://linksys.happyfox.com/staff/ticket/5652/) ### **Improvement** > **Transcript Quote:** > > "[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's s...\n[01:00] CHANNEL_LEFT: Yeah, it's not working, so I, uh, Mm-hmm. I called, like, 15 minutes ago. She gave me email instructions, but didn't work. So, I'm gonna go with the paid support 'cause I'm out of network. I think it's $15 an hour. Let me give you my email. It might be better. She just gave me something. Email or phone, which one do you prefer? [REDACTED]. Perfect. [silence]\n[01:00] CHANNEL_RIGHT: okay. you want to reconfigure the settings? okay. ma'am, before we can... okay. before we continue, have you called Linksys before or this is the first time? okay. [silence] yes ma'am. uh, do you have a ticket number? or maybe I can have your email address, I'm sorry, your phone number let me pull up your record. okay. how about this phone number? Mm-hmm. okay. all right, that's [REDACTED].\n[02:00] CHANNEL_LEFT: Yes. The, Verizon is right. I don't know what you said about the Lynx this w something, W something.\n[02:00] CHANNEL_RIGHT: going. Okay, so let me just pull up your record. Okay. All right, um, I was able to pull up a record here. Um, first name is Metty, M-E-T-T-Y. And, um, last name is Kebedy. And your email address is Mettyke, 2000@. gmail.com, right? Okay. And the, um, LAN side router that you have is a WH, W03 and in your service pro..." > > **Note:** Instructed 20-second factory reset on WHW03; correct duration is 10 seconds per KB. > [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) --- ## Coach Appendix **Weekly Trend:** Persistent issues with providing incorrect URLs, misapplying 5-press pairing methods, and skipping basic troubleshooting steps. The most common failure mode is **Incorrect URL Provided**, appearing in 7+ calls.