# 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 | 14m 21s | 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 30-call sample. Overall range: 1.1 – 3.5.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX4200 | 3 | 2.83 | | WHW03 | 3 | 2.10 | | MR8300 | 3 | 2.07 | | WHW01 | 2 | 1.60 | | EA6350 | 2 | 1.45 | | LN1200 | 2 | 1.40 | | SPNMX57CF | 1 | 3.50 | | MR5500 | 1 | 1.30 | | EA8500 | 1 | 1.80 | | LN1400 | 1 | 1.60 | | EA9500 | 1 | 2.80 | | SPNM60CF | 1 | 3.00 | | MR2000 | 1 | 1.60 | | E1200 | 2 | 2.15 | | RE6400 | 1 | 3.00 | **Low performance on EA6350 and WHW01 calls** suggests a need for deeper familiarity with these models’ setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 12 | 2.00 | ✓ | | SETUP | 9 | 2.00 | ✓ | | ACCESS | 2 | 1.60 | ✓ | | CONFIGURATION | 4 | 2.85 | | | GENERAL INQUIRY | 3 | 1.83 | ✓ | **Connectivity and Setup** are the primary pain points this week. The lower scores here indicate missed opportunities for proactive troubleshooting and clearer guidance. --- ## What Went Well ### Accurate Model and Serial Collection > “All right, Just to confirm, sir, only this TV have an issue connecting to your Wi-Fi? However, Some of your devices there. Are they connected? Mm-hmm. Uh-huh.” > *[#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/)* charm.awitan consistently captured essential device details (model, serial number) early in calls, which is critical for targeted troubleshooting. ### Professional Tone Maintenance > “I do apologize to hear that, ma'am. But, nor - let me check the details of your device here.” > *[#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/)* The agent maintained a calm, respectful tone even when customers expressed frustration, helping to de-escalate situations and build trust. --- ## Growth Opportunities ### Avoid Incorrect End-of-Life Claims > “All right, just to confirm sir, so there is no internet connection coming from your Lindhus router, is that correct? Ah, I see. And how long have you been experiencing the issue, sir? … this device that we have was already part of end-of-life and end of support device.” > *[#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/)* **What “good” looks like:** Before declaring a product end-of-life, verify against the official Linksys KB or product lifecycle pages. If unsupported, still offer safe, free troubleshooting steps and self-help resources. ### Perform Basic Troubleshooting Before Escalating > “Okay current status of your like's and prautize are all good okay can you provide the model number and the here on number and birthdate linked to this device uh-huh got it and how about the trail numeral please uh-huh … this device that we have was already part of end-of-life and end of support device. It means that we don't provide technical support for…” > *[#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/)* **What “good” looks like:** Even for out-of-warranty devices, run through core diagnostics (power cycle, WAN check, LED verification) before suggesting replacement. Offer KB articles or email self-help guides as an alternative to paid support. --- ## Next Week's Focus 1. **Verify product support status** before stating a device is end-of-life; cross-check KB or product pages. 2. **Run core connectivity diagnostics** (modem power cycle, WAN LED check, router reset) on every “no internet” call, even for older models. 3. **Offer self-help resources** (KB links, setup guides) as the first step for out-of-warranty devices, preserving trust and reducing escalations. 4. **Clarify LED meanings** for each model during resets—e.g., solid purple = ready on Velop, not solid red/magenta. --- ## Technical Accuracy ### **Improvement** > Incorrectly claimed the AC2200 is end-of-life and no longer receiving firmware updates [09:00]; this is factually wrong per Linksys KB. > *[#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/)* Misrepresenting product support lifecycles undermines credibility. Always confirm EOL status via official sources before communicating it to customers. ### **Improvement** > Stated at [04:00] that a 'solid pinkish red' light indicates the node is ready to pair—this is factually incorrect and contradicts Linksys KB; no Velop node uses pinkish red as a valid operational state. > *[#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/)* Accurate LED interpretation is essential for successful mesh setup. Refer to model-specific KB articles for correct status definitions. ### **Improvement** > Incorrect factory reset duration (20 seconds) — KB specifies 10–15 seconds; this risks incomplete reset and undermines trust in guidance. > *[#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/)* Consistent reset procedures across all models prevent confusion and improve first-time fix rates. ### **Improvement** > Provided wrong reset procedure (20 seconds instead of 10) for EA5800 at [05:00]. > *[#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/)* Adhering to documented reset times ensures reliable factory resets and prevents repeat issues. ### **Improvement** > Provided materially incorrect technical guidance by referencing a 'Netgear router' at [19:00], which is not supported by Linksys KB and could lead to misconfiguration. > *[#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/)* Avoid mentioning unrelated brands unless explicitly relevant; it can confuse customers and dilute brand authority. ### **Strength** > Correctly identified the EA9500 as an End-of-Life product per the universal_eol_firmware KB (03:00). > *[#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/)* Accurate EOL identification aligns with policy and sets proper expectations for unsupported devices. ### **Improvement** > Provided incomplete/incorrect reset guidance: no hold duration specified, no post-reset LED expectation communicated ([14:00]). > *[#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/)* Clear, step-by-step reset instructions—including timing and expected LED behavior—reduce customer errors and support repeats. ### **Improvement** > Used unsupported remote-access method (Zoho) instead of official Linksys remote tools, violating security and support policy. > *[#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/)* Stick to approved remote-access methods to maintain security compliance and customer trust. --- ## Coaching Moments ### **Improvement** > “But it was buffering and then it would start back and this is the first time that it's- that it's done that on other apps as opposed to just Apple. Uh, it is the AC2200 and I need to get my glasses to read you the serial number. Can you hold on a second? Okay, just a second. Okay. Um, 29 V as in Victor 1, 1 M as in Mary an...” > *[#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/)* The agent defaulted to hardware replacement and manufacturer referral without validating router configuration or offering self-help resources, missing an opportunity for deeper troubleshooting. ### **Improvement** > “We we just bought these new modems. And uh, you know, we changed, uh, we had Apple before we put into the link list. It's dropping the signals. Spectrum. Uh, we bought two sets of three. Uh, what trouble should reset? Reconnect. That's it.” > *[#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/)* The agent provided materially incorrect and unsupported technical guidance for an MX-series mesh system, including referencing a Netgear router and suggesting non-standard troubleshooting steps. ### **Improvement** > “My connection seems fine. My internet connection, um, so, well I'm sorry, that's not correct. My power is on. We had a power outage last night due to a storm and our internet went out as a results but, um, the power is back on, just the internet is still not working. It seems to be working for others in our area just not for us. Correct. Yeah, that's right. It's still showing blue.” > *[#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/)* The agent performed power-cycling and a reset attempt but provided incorrect reset instructions, misidentified the product brand, failed to verify WAN connectivity, and prematurely concluded hardware failure. ### **Improvement** > “All right, just to confirm sir, so there is no internet connection coming from your Lindhus router, is that correct? Ah, I see. And how long have you been experiencing the issue, sir? … this device that we have was already part of end-of-life and end of support device. It means that we don't provide technical support for…” > *[#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/)* The agent incorrectly declared the EA5800 as end-of-life and provided an inaccurate reset procedure (20 seconds instead of 10), failing to troubleshoot the reported streaming connectivity issue. ### **Improvement** > “All right, so yes, ma'am. I get you. see with this concern. And if I may ask, what troubleshooting have you done so far when you connect this extender to your router? Mhm. I see. I also that would.” > *[#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/)* The agent advised a 20-second reset (vs. 10 seconds per KB), failed to perform basic troubleshooting, prematurely pushed paid support, and provided no verification path. --- ## Escalation Lessons: What L2 Did No escalated cases were recorded this week. The **weekly trend summary** highlights a pattern of premature paid-support offers and missed basic diagnostics—areas where Level 2 would typically intervene to reinforce safe troubleshooting paths and accurate product guidance. --- ## Coach Appendix *This week’s most critical takeaway:* A consistent tendency to declare devices end-of-life or push paid support **before** exhausting free, safe diagnostics (power cycles, WAN checks, LED verification). This not only misses first-time-fix opportunities but also risks eroding customer trust. Focus on structured troubleshooting flows and verified self-help resources before escalation. --- ## 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 | Abandoned | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 14:57 | 3.0 | INBOUND | MR8300 | SETUP | Self-help | | [#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 | Vague | | [#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 | Self-help | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 15:22 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | Self-help | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 15:59 | 1.3 | INBOUND | MR5500 | SETUP | Vague | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 16:48 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Vague | | [#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 | Vague | | [#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 | Vague | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 13:43 | 1.4 | INBOUND | LN1200 | ACCESS | Vague | | [#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 | Vague | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 15:05 | 3.0 | INBOUND | WHW03 | SETUP | Self-help | | [#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 19:39 | 4.0 | INBOUND | MX6200 | CONNECTIVITY | Resolved | | [#LTS00131086](https://linksys.happyfox.com/staff/ticket/131086/) | 2026-05-27 19:39 | 3.0 | INBOUND | EA4500 | CONNECTIVITY | Self-help | | [#GI00131095](https://linksys.happyfox.com/staff/ticket/131095/) | 2026-05-27 20:30 | 3.0 | INBOUND | — | GENERAL INQUIRY | Vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:36 | 1.5 | INBOUND | MR9000 | CONFIGURATION | Vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 23:48 | 1.0 | INBOUND | MR9000 | CONFIGURATION | Vague | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 13:42 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Self-help | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 13:54 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Closed | | [#LTS00131418](https://linksys.happyfox.com/staff/ticket/131418/) | 2026-05-29 15:43 | 2.6 | INBOUND | MR7350 | SETUP | Vague | | [#LTS00131429](https://linksys.happyfox.com/staff/ticket/131429/) | 2026-05-29 16:25 | 3.0 | INBOUND | E8450 | SETUP | Self-help | | [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) | 2026-05-29 16:34 | 1.3 | INBOUND | E1200 | CONFIGURATION | Vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 16:39 | 1.0 | INBOUND | MX6200 | SETUP | Vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:01 | 1.0 | INBOUND | MX6200 | SETUP | Vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 17:27 | 3.0 | INBOUND | MX6200 | SETUP | Callback | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 19:37 | 3.0 | INBOUND | RE6400 | SETUP | Vague |