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 5s | WHW03 | CONNECTIVITY | 33 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.85 | 33 |
| Protocol | 1.82 | 33 |
| Communication | 2.12 | 33 |
| Overall | 2.24 | 33 |
33 calls reviewed. Overall score range: 1.1 – 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 7 | 2.04 |
| WHW01 | 3 | 1.83 |
| MX6200 | 2 | 2.30 |
| EA7300 | 2 | 2.20 |
| EA8300 | 2 | 1.25 |
| MX5300 | 1 | 1.10 |
| EA6100 | 1 | 1.40 |
| WRT1900AC | 1 | 3.00 |
| WRT54GS v7 | 1 | 1.60 |
| RE7000 | 2 | 3.00 |
| MR7350 | 2 | 2.15 |
| E8450 | 1 | 3.00 |
| MX4200 | 1 | 1.60 |
| VLP01 | 1 | 1.40 |
| EA6350 | 2 | 1.40 |
| EA7500 | 1 | 1.40 |
| MX8500 | 1 | 1.20 |
| WRT32X | 1 | 1.45 |
| MR20EC | 1 | 3.00 |
| WRT1900ACS | 1 | 2.60 |
| WRT120N | 1 | 1.50 |
Low scores on EA8300 and MX5300 calls suggest a need for deeper familiarity with these models’ setup flows and troubleshooting paths.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 16 | 2.01 | ✓ |
| SETUP | 5 | 1.90 | ✓ |
| CONFIGURATION | 6 | 2.15 | ✓ |
| ACCESS | 3 | 2.07 | ✓ |
| GENERAL INQUIRY | 1 | 1.80 | |
| NO TROUBLESHOOTING NEEDED | 1 | 3.00 |
Focus areas
- CONNECTIVITY: Lower scores here point to missed opportunities in basic signal checks, modem verification, and LED diagnostics.
- SETUP: Inconsistent guidance on pairing, reset procedures, and app compatibility is causing avoidable escalations.
- CONFIGURATION: Gaps in explaining guest networks, firmware updates, and admin UI access are leading to incomplete resolutions.
What Went Well
Correct LED Interpretation
The agent accurately guided a customer through the 5‑press pairing process for an MX6200 mesh system, aligning with KB guidance and resolving the connectivity issue.
#LTS00130975
“We performed the 5‑press pairing on the parent router to re‑add the child node, initiated a firmware update, and logged out/in on the app — all nodes now show solid white and appear online.”
Technical Accuracy in Router Access
Provided the correct web UI address for an EA8300 router, ensuring the customer could access settings safely and efficiently.
#LTS00131134
“I explained that the Linksys app no longer supports EA8300 and gave the default IP address [REDACTED_PHONE] for web UI access.”
Growth Opportunities
Incorrect Technical Guidance on Mesh Pairing
The agent used the 5‑press pairing method on an MX5300, which is not supported per KB. This led to an unresolved app visibility issue and wasted time.
#LTS00130987
“We attempted a 5‑press reset on the parent MX5300 — this is invalid for MX5300 Velop devices and should only be used on LN/MX6200/MBE Cognitive Mesh families.”
Next step:
- Only use 5‑press pairing on supported models (LN1100, LN1400, MX6200, MBE7000).
- For MX5300, rely on the Pair button or app‑based pairing as documented in the KB.
Failure to Perform Basic Troubleshooting
The agent did not verify LED states, reset procedures, or WAN connectivity for a WHW03 node showing flashing red, leaving the issue unresolved.
#LTS00131107
“The master WHW03 node was flashing red with no internet — no reset, pairing attempt, or signal check was performed.”
Next step:
- Always start with LED interpretation and a 10‑second factory reset for Velop nodes.
- Check WAN cable, modem lights, and backhaul status before moving to advanced steps.
Next Week's Focus
- Validate model support before prescribing procedures — double‑check KB for pairing/reset methods specific to each mesh family.
- Run a quick LED + WAN diagnostic on every connectivity call (e.g., “Is the WAN LED solid green? Are any nodes solid red?”).
- Limit paid‑support offers to cases where free self‑help has been fully exhausted and the issue is clearly beyond scope.
- Confirm resolution before closing — verify internet access, node status, and customer satisfaction with a final recap.
Technical Accuracy
Improvement
Incorrectly used 5‑press pairing on MX5300, which is not supported per KB. This led to unresolved app visibility issue.
Improvement
Failed to perform basic troubleshooting for flashing red LED on WHW03 node, including no reset or pairing attempt, leaving the issue unresolved.
Improvement
Incorrect URL provided during call, leading to potential customer confusion and lack of valid self‑help path.
Improvement
Incorrect URL provided, violating protocol and leaving customer without valid support path.
Improvement
Incorrect URL provided during troubleshooting, leading to unresolved connectivity issue.
Coaching Moments
Strength
Correctly guided the customer through the 5‑press pairing process for MX6200, which resolved the node connectivity issue.
Strength
Provided accurate web UI address for EA8300, enabling the customer to access router settings safely.
Escalation Lessons: What L2 Did
#LTS00130987 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer couldn’t see mesh nodes in the Linksys app despite a functioning network (MX5300 parent, MX2000 child nodes). App showed “Internet Online” but listed 0 devices/nodes. |
| Why it escalated | L1 attempted an unsupported 5‑press pairing on MX5300 and processed paid support before basic app troubleshooting (cache clear, version check, account sync). Issue remained unresolved. |
| Related call chain | This was a repeat contact — the same customer had previously opened ticket #LTS00130987 after an earlier call where L1 skipped standard troubleshooting. |
| What L2 did | L2 reviewed the case, identified the app sync issue, cleared the app cache, re‑logged the account, and verified node visibility. They also updated the ticket status to “Resolved.” |
| Current state | Resolved — nodes now appear in the app after cache clear and account re‑login. |
| L1 learning points | 1. Never use 5‑press pairing on MX5300 — it’s only valid for LN/MX6200/MBE Cognitive Mesh families. 2. Always try basic app troubleshooting first: clear cache, check version, and sync account before escalating or offering paid support. 3. Document and verify each step with the customer to avoid repeat contacts. |
Coach Appendix
Weekly trend: 23 of 33 calls remained unresolved — primarily due to incorrect technical guidance (especially around pairing methods and URL provision) and a lack of basic troubleshooting (LED checks, resets, WAN verification).
Key pattern: The agent tends to skip foundational diagnostics and jump to paid‑support offers or self‑help links without confirming whether standard procedures could resolve the issue. This is most evident in connectivity and setup categories, where simple steps like a 10‑second reset or LED interpretation could have resolved many cases.
Next coaching focus: Reinforce the “diagnose → treat → verify” workflow: always start with LED/WAN checks, model‑specific reset procedures, and basic app troubleshooting before escalating or offering paid options.