# 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 | |---|---|---|---|---|---| | 18 | 28m 3s | — | ACCESS | 18 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.06 | 18 | | Protocol | 1.83 | 18 | | Communication | 2.28 | 18 | | Overall | 2.11 | 18 | *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 | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | ACCESS | 6 | 1.85 | ✓ | | CONNECTIVITY | 6 | 2.22 | ✓ | | SETUP | 5 | 1.96 | ✓ | **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](https://linksys.happyfox.com/staff/ticket/63567/) - **Polite and patient communication** > “I’m sorry but this line is for Linksys. His name is Nathan. Identify this link.” [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) --- ## 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](https://linksys.happyfox.com/staff/ticket/127699/) **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](https://linksys.happyfox.com/staff/ticket/131109/) **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](https://linksys.happyfox.com/staff/ticket/127699/) *Incorrect reset duration guidance (20 seconds instead of 10) for Velop devices.* ### **Improvement** > “Provided incorrect URLs for WRT54G setup guidance.” [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) *Incorrect and potentially unsafe support URLs were given, leading to confusion and delays.* ### **Improvement** > “Incorrect URL for RE7000 extender configuration.” [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) *Wrong configuration URL provided, preventing the customer from accessing the extender setup page.* ### **Improvement** > “Incorrect default IP address for MR7350 router access.” [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) *Incorrect default IP address given, contradicting KB guidelines for MR7350 access.* ### **Strength** > “Correct application of 5-press pairing for MX2000 mesh node.” [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) *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](https://linksys.happyfox.com/staff/ticket/127699/) *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](https://linksys.happyfox.com/staff/ticket/130982/) *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](https://linksys.happyfox.com/staff/ticket/130982/) *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](https://linksys.happyfox.com/staff/ticket/131126/) *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](https://linksys.happyfox.com/staff/ticket/131115/) *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](https://linksys.happyfox.com/staff/ticket/127699/) — Resolved by Level 2 | **What L1 saw** | **Why it escalated** | **What L2 did** | **Current state** | **L1 learning points** | |---|---|---|---|---| | Customer reported low upload speed and admin-login error (error 2298) after resetting two LygC modems. L1 attempted troubleshooting but provided incorrect reset durations, LED color descriptions, and pairing methods. | Escalation triggered by unresolved admin-login error and prolonged troubleshooting (58 minutes) with multiple technical inaccuracies. | L2 resolved the admin-login error (error 2298) and enabled Wi‑Fi name/password changes. Specific steps included verifying correct reset duration (10 seconds), using proper LED indicators, and applying the correct pairing method for Velop devices. | **Resolved** – Admin login restored, Wi‑Fi settings accessible. | 1. Always use the correct reset duration (10 seconds) for Velop devices.
2. Avoid describing non-existent LED colors; refer to KB for accurate indicators.
3. Use the appropriate pairing method for Velop (not 5-press).
4. Differentiate between router admin password and Wi‑Fi password to prevent login failures. | --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 | 1.8 | INBOUND | | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 | 1.4 | INBOUND | WRT54G | SETUP | Abandoned or vague | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 | 3.0 | INBOUND | MR8300 | SETUP | Abandoned or vague | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 | 1.4 | INBOUND | VLP01 | ACCESS | Abandoned or vague | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | SETUP | Pending resolution | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 | 3.0 | INBOUND | MR7350 | CONNECTIVITY | Abandoned or vague | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 | 1.0 | OUTBOUND | MR7350 | CONNECTIVITY | Closed with self-help | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 | 1.1 | INBOUND | RE7000 | ACCESS | Abandoned or vague | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 | 1.6 | INBOUND | MR7350 | ACCESS | Abandoned or vague | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 | 1.9 | INBOUND | EA8300 | ACCESS | Abandoned or vague | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 | 3.0 | INBOUND | MX8500 | SETUP | Pending resolution | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | Incorrectly closed | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 3.0 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 1.0 | OUTBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 | 1.3 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.0 | INBOUND | RE6250 | SETUP | Abandoned or vague | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.1 | INBOUND | RE6250 | SETUP | Abandoned or vague | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-29 | 1.8 | INBOUND | MX8500 | SETUP | Callback or followup set |