aysah.bagumbaran — 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 |
|---|---|---|---|---|---|
| 26 | 18m 56s | WHW03 | CONNECTIVITY | 26 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.23 | 26 |
| Protocol | 1.85 | 26 |
| Communication | 2.31 | 26 |
| Overall | 2.31 | 26 |
26 calls reviewed. Score range: 1.3 – 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 5 | 2.36 |
| MR8300 | 3 | 2.17 |
| MX2000 | 2 | 1.80 |
| EA7300 | 1 | 3.00 |
| E7350 | 2 | 1.55 |
| MR9000 | 1 | 1.70 |
| RE9000 | 1 | 2.80 |
| EA8300 | 1 | 3.00 |
| MX6200 | 2 | 2.30 |
| E8450 | 1 | 2.00 |
| MBE7002 | 1 | 2.80 |
| E5400 | 1 | 2.50 |
| MR7350 | 1 | — |
| EA6900 | 1 | 1.40 |
| RE6300 | 1 | 1.30 |
| SE3005 | 1 | 3.40 |
| RE6700 | 1 | 3.30 |
Low performance on MX2000 and E7350 calls suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 9 | 2.00 | ✓ |
| SETUP | 6 | 1.90 | ✓ |
| GENERAL INQUIRY | 4 | 2.42 | |
| CONFIGURATION | 4 | 2.75 | |
| ACCESS | 2 | 2.40 |
Connectivity and Setup are clear focus areas this week. The lower scores here indicate opportunities to strengthen first-call resolution for these common issues.
What Went Well
Clear Communication of Self-Help Paths
“Provided a self-help path (email instructions, AI chatbot) despite out-of-warranty status, aligning with policy to offer free resources.”
Accurate Technical Guidance for Unmanaged Switch
“Correctly identified the SE3005 as an unmanaged switch with no firewall capabilities (KB-aligned). Technical guidance was accurate: firewall settings must be managed on the router, not the switch.”
Growth Opportunities
Incorrect Technical Information and Brand Mispronunciation
“Provided three invalid registration URLs: register.lingncist.com, register.linkages.com, and register.rgsestination.com (KB reference: https://support.linksys.com/kb/article/90-en/). Claimed the MX2000 router can deliver up to 3 Gbps Wi‑Fi speed, which is factually incorrect per the MX2000’s specifications in the KB.”
What “good” looks like:
- Verify all URLs against official Linksys domains before sharing.
- Reference product specifications from the KB before making performance claims.
Failure to Perform Basic Troubleshooting
“Failed to perform any standard troubleshooting for a Wi‑Fi performance issue (no speed test, no WAN check, no node reset, no placement check per universal_speed_performance.md and velop_wifi_connectivity.md). No troubleshooting steps were provided for mesh node issue.”
What “good” looks like:
- Run a speed test and WAN check for connectivity issues.
- Reset mesh nodes and verify LED states before escalating.
Next Week's Focus
- Validate URLs and product specs before sharing – double-check against the KB or official Linksys sites.
- Run speed tests and WAN checks for any reported slowdown or dropouts.
- Reset and re-pair mesh nodes using the correct methods (e.g., Pair button or web UI) before escalating connectivity issues.
- Document and confirm each troubleshooting step with the customer to ensure clarity and avoid missed opportunities for self-help.
Technical Accuracy
Improvement
Agent provided three different incorrect registration URLs, which are not valid Linksys domains. This is a material accuracy error.
Improvement
Agent made a materially false technical claim about the MX2000's speed capabilities, exceeding the product's actual capability per KB.
Improvement
Agent collected full credit card details over the phone, violating PCI compliance.
Improvement
Agent used an unsupported pairing method for WHW01, which risks technical failure and customer frustration.
Improvement
Agent provided factually incorrect default admin password for EA series, preventing customer from accessing router settings.
Coaching Moments
Improvement
“Provided three invalid registration URLs: register.lingncist.com, register.linkages.com, and register.rgsestination.com (KB reference: https://support.linksys.com/kb/article/90-en/).”
Improvement
“Claimed the MX2000 router can deliver up to 3 Gbps Wi‑Fi speed, which is factually incorrect per the MX2000’s specifications in the KB.”
Improvement
“Collected full credit-card number, expiration date, and CVV in clear text during call — violating PCI compliance.”
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.
Improvement
“Provided wrong default router password (admin) for EA series devices — this contradicts KB and prevents login.”
Escalation Lessons: What L2 Did
#TE00130759 — Pending with Level 2
| What L1 saw: | Why it escalated: | What L2 did: | Current state: |
|---|---|---|---|
| Customer reported slow speed and poor range on a new MX2000 mesh system. L1 collected serial number, attempted warranty verification, and escalated to Level 2 with callback expectation. | Escalation trigger was not explicit in the available notes. | L2 reviewed the case, discussed it during a Mission Escalation meeting, and provided specific troubleshooting steps: use another server for speed testing, verify RSSI levels, test connection close to the parent node, and schedule a follow-up call. | Pending with Level 2 – callback scheduled, but no resolution confirmed yet. |
L1 learning points:
- Before escalating, verify WAN connectivity and perform a speed test using a known good server.
- Check RSSI levels and node placement; poor signal can mimic speed issues.
- Document exact troubleshooting steps performed and results to give L2 a clear picture.
#TE00131076 — Resolved by Level 2
| What L1 saw: | Why it escalated: | What L2 did: | Current state: |
|---|---|---|---|
| Customer couldn’t access his MR5500 cloud account after multiple password resets; account locked out. L1 collected details and escalated after 24‑hour wait period passed with no improvement. | Customer requested escalation after password resets failed and account remained locked. | L2 determined that remote app access for MR5500 had been discontinued. They guided the customer to use the local web interface (myrouter.info) for router management and confirmed the issue was resolved. | Resolved – customer successfully accessed router via local web interface. |
L1 learning points:
- Verify whether cloud/app access is still supported for the specific product model (MR5500 remote access is deprecated).
- When password resets fail, check account lock status and consider guiding the customer to local web UI as a fallback.
- Clearly communicate any service discontinuations and provide alternative management paths.
Coach Appendix
Weekly trend: High frequency of materially incorrect technical information and repeated PCI compliance violations (credit‑card collection over phone). These issues are impacting customer trust and compliance risk.
Key pattern: Failure to perform basic troubleshooting steps per KB guidance before escalating or offering paid support. This leads to unnecessary escalations and missed opportunities for first‑call resolution.
Evidence highlighted above: Calls #TE00130759 (incorrect URLs and speed claims), #LTS00131057 (PCI violation and unsupported pairing), and #LTS00131072 (incorrect default password) exemplify the need for stricter adherence to KB and compliance protocols.