eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the agent’s performance across 18 calls reviewed this week, ranging from 1.8 to 3.4 overall.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

ACCESS shows the lowest average score (1.85), indicating a need for focused improvement in handling access-related issues such as login failures, password resets, and portal discontinuations.

CONNECTIVITY and SETUP also require attention, with average scores below the overall weekly average, suggesting opportunities to strengthen troubleshooting for mesh node pairing, router configuration, and network stability.

What Went Well

• Accurate model identification and warranty confirmation

> “Okay, so you have an MX 2,000, right router. Okay. Okay, so the device is still in warranty.”

#LTS00063567

• Polite and patient communication

> “I’m sorry but this line is for Linksys. His name is Nathan. Identify this link.”

#GI00131328

Growth Opportunities

Technical accuracy in troubleshooting guidance

The agent provided multiple technically inaccurate instructions that contradicted knowledge base guidelines, leading to prolonged and ineffective troubleshooting.

“By means of resetting, how did you perform reset?”

“Well, I pressed it for five minutes, and then I did the, no, for 10 seconds, sorry, 10 seconds, but then I did the 1, 2, 3, 4, 5 thing,”

“and then, I don’t know, it went red on th…”

#GI00127699

What good looks like:

• Use the correct reset duration (10 seconds for Velop devices) and avoid ambiguous or contradictory instructions.
• Provide clear, step-by-step guidance that aligns with KB articles, especially for LED indicators, pairing methods, and access protocols.

Protocol adherence and case documentation

Several calls lacked proper case documentation or warranty verification, which can delay resolution and impact customer experience.

“Do you still have the receipt for this device, sir?”

#LTS00131109

What good looks like:

• Systematically verify warranty status using serial numbers and purchase dates before proceeding with support.
• Create and reference HappyFox cases for all technical support interactions to ensure continuity and accountability.

Next Week's Focus

1. Master reset procedures – Review and practice correct reset durations for each product line (e.g., 10 seconds for Velop, 15 seconds for MR/E series).
2. Verify warranty status early – Use the serial number to check warranty before offering paid support or advanced troubleshooting.
3. Document every interaction – Create a HappyFox case for each call to track issues, solutions, and follow-up actions.
4. Use KB-aligned troubleshooting – Follow step-by-step guidance from knowledge base articles for access, connectivity, and setup issues.

Technical Accuracy

Improvement

“By means of resetting, how did you perform reset?”

#GI00127699

Incorrect reset duration guidance (20 seconds instead of 10) for Velop devices.

Improvement

“Provided incorrect URLs for WRT54G setup guidance.”

#LTS00130993

Incorrect and potentially unsafe support URLs were given, leading to confusion and delays.

Improvement

“Incorrect URL for RE7000 extender configuration.”

#LTS00131146

Wrong configuration URL provided, preventing the customer from accessing the extender setup page.

Improvement

“Incorrect default IP address for MR7350 router access.”

#LTS00131152

Incorrect default IP address given, contradicting KB guidelines for MR7350 access.

Strength

“Correct application of 5-press pairing for MX2000 mesh node.”

#LTS00063567

Proper use of the 5-press pairing method for MX series mesh nodes, resulting in successful resolution.

Coaching Moments

Improvement

“Well, I pressed it for five minutes, and then I did the, no, for 10 seconds, sorry, 10 seconds, but then I did the 1, 2, 3, 4, 5 thing,”

#GI00127699

Agent provided conflicting reset instructions (5 minutes vs. 10 seconds) and used an unsupported 5-press pairing method for Velop devices.

Improvement

“Okay, the model number is E for Edward, A for apple, 74130.”

#LTS00130982

Agent accepted payment for remote configuration without first confirming the customer’s ability to complete the setup on their device, leading to ineffective troubleshooting.

Improvement

“I don’t have it in my notes. Where would I find it? is a long number, about 15, 20 numbers. Okay, that’s not it. This starts with an 8, 3, 8, 3. So that’s not it.”

#LTS00130982

Agent struggled to locate and verify the serial number, delaying proper warranty and support eligibility verification.

Improvement

“I just purchased the router and it is a, it’s an MR... hang on, I got it right here. It’s an MR7350 router.”

#LTS00131126

Agent failed to address the primary issue (2.4 GHz camera connectivity) and incorrectly asserted the MR7350 was out of warranty without verification.

Improvement

“Yes ma’am, I’m just trying to log on into the Link app and change my, but I can’t remember my password, so I’m trying to go in there and reset my password, and it does send me a link in my email, but when I click on the link, it doesn’t go anywhere.”

#LTS00131115

Agent misidentified the product model and incorrectly claimed the Smart Wi-Fi service was discontinued, failing to provide functional password-reset troubleshooting.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

Coach Appendix

Weekly trend: The agent’s primary challenge this week was technical accuracy in troubleshooting guidance, particularly around reset procedures, LED indicators, pairing methods, and URL correctness. Multiple calls suffered from contradictory instructions and reliance on non-KB-aligned steps, leading to prolonged interactions and customer frustration.

Key pattern to address next week: Focus on standardizing reset and pairing procedures per product line and verifying URLs and default credentials against the KB before providing guidance. Emphasize early warranty verification and consistent case documentation to improve protocol adherence and overall efficiency.

This Week's Calls