# limuel.saura — 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 | |---|---|---|---|---|---| | 34 | 18m 49s | MX2000 | CONNECTIVITY | 34 | 4 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 1.90 | 34 | | Protocol | 1.80 | 34 | | Communication | 2.10 | 34 | | Overall | 2.20 | 34 | *Scores reflect ratings from 0–4 scale across 34 calls reviewed. Overall range: 1.4 – 3.5.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX2000 | 6 | 2.20 | | MX6200 | 5 | 2.50 | | EA8100 | 2 | 2.20 | | MR2000 | 2 | 1.60 | | RE6350 | 2 | 1.60 | **Key pattern:** Lower scores on MR2000 and RE6350 calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 14 | 2.10 | ✗ | | SETUP | 10 | 2.00 | ✗ | | ACCESS | 5 | 2.20 | ✗ | | CONFIGURATION | 3 | 2.40 | ✗ | **Observations:** - **CONNECTIVITY** and **SETUP** categories show room for improvement, especially around mesh node pairing, extender connectivity, and account recovery. - No single category stands out as a critical drill-down area this week, but attention to **CONNECTIVITY** is advised given its higher volume and lower average score. --- ## What Went Well ### Strength: Clear Communication and Customer Engagement > “Thank you so much for your patience, and I appreciate your cooperation throughout this process.” *This reflective closing statement exemplifies the agent’s consistent polite tone and effort to acknowledge the customer’s time, helping build trust and satisfaction.* [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) ### Strength: Effective Use of KB-Aligned Troubleshooting Steps > “Let’s proceed with the 5-press pairing on the parent node. Please press and hold the reset button for five seconds, then release.” *Guiding the customer through the exact 5-press pairing procedure for MX6200 aligns with KB best practices and successfully restored connectivity in several cases.* [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) ### Strength: Proactive Escalation Management > “I’ve created ticket #130749 and will ensure Level 2 follows up within 2–3 hours. Please keep this number handy.” *Setting clear expectations for escalation and providing the ticket number empowers customers and ensures continuity of care.* [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) --- ## Growth Opportunities ### Improvement: Technical Accuracy and KB Adherence > “The default password for your MR20MS is ‘admin’.” *This statement contradicts KB guidance—the default password is unique and printed on the device label. Providing incorrect default credentials can lead to failed logins and customer frustration.* **Next step:** Always verify default credentials against the KB before instructing customers. When in doubt, direct them to the label or suggest a factory reset. [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) ### Improvement: Protocol Adherence and Case Management > “I’ll send you an email with the next steps shortly.” *While offering follow-up email is good practice, the agent did not collect essential device details (model, serial number) or create a HappyFox case before promising email support. This gaps protocol and risks misdirected communication.* **Next step:** Systematically collect model, serial number, and warranty status at the start of every call, and always create or reference a HappyFox case before offering external follow-up.* [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) --- ## Next Week's Focus 1. **Start every call with model/serial collection** – this ensures accurate case creation and targeted troubleshooting. 2. **Validate default credentials against the KB** before repeating them; when unsure, direct customers to the device label. 3. **Use the 5-press pairing method only for Cognitive Mesh (MX6200, MBE7000)** – avoid applying it to non-mesh models like MR2000. 4. **Confirm LED states and internet connectivity** before closing calls, especially for mesh and extender issues. --- ## Technical Accuracy ### **Improvement** > *No transcript quote provided.* Provided incorrect default admin password ('admin') for MR20MS, which contradicts KB guidance (default password is printed on the label). [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) ### **Improvement** > *No transcript quote provided.* Incorrectly stated that Linksys Smart Wi-Fi accounts are discontinued, contradicting KB guidance. [#LTS00131228](https://linksys.happyfox.com/staff/ticket/131228/) ### **Improvement** > *No transcript quote provided.* Provided incorrect URL (extender.tp-link.com) instead of extender.linksys.com, risking customer confusion and security exposure. [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) ### **Improvement** > *No transcript quote provided.* Provided incorrect default admin password ('admin') and misstated password complexity rules for MR20MS, causing customer confusion. [#LTS00131507](https://linksys.happyfox.com/staff/ticket/131507/) ### **Strength** > *No transcript quote provided.* Successfully guided customer through 5-press pairing for MX6200, resulting in solid-white LED and restored internet connectivity. [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) --- ## Coaching Moments ### **Improvement** > “We do not keep or store password on us. We do not know your password as well.” *Stating that passwords are not stored is misleading—default credentials are always available on the device label. This can undermine customer trust and lead to unnecessary confusion.* [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) ### **Improvement** > “The model number is W H W 0303.” *Misidentifying the model as “WHW0303” instead of the correct “WHW03” shows a lack of attention to detail, which can affect troubleshooting accuracy and customer confidence.* [#LTS00131502](https://linksys.happyfox.com/staff/ticket/131502/) --- ## Escalation Lessons: What L2 Did ### [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) — Pending with Level 2 **What L1 saw:** Customer needed to change the email on his Linksys cloud account but no longer had access to the original email. **Why it escalated:** L1 incorrectly advised that the account must be deleted and recreated, contradicting KB recovery procedures, and failed to attempt standard account recovery steps. **What L2 did:** L2 initiated a callback process, reviewed the case, and prepared to guide the customer through proper account recovery or email change per KB (`universal_password_login.md`). **Current state:** Pending L2 feedback and callback. **L1 learning points:** 1. Attempt password reset or recovery key verification before escalating account email change requests. 2. Verify new email spelling with the customer to avoid ticket errors. 3. Use KB-guided account recovery paths rather than advising account deletion. ### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved **What L1 saw:** Customer couldn’t connect MR20MS router to modem; solid magenta/purple LED; “Connected without internet”; couldn’t access admin page. **Why it escalated:** L1 provided incorrect default admin password (“admin”) and an unsupported 5-press reset for MR20MS, leading to unresolved connectivity. **What L2 did:** L2 verified WAN link, corrected admin password, and guided a proper factory reset (10–15 seconds) for MR20MS. L2 also confirmed internet connectivity post-reset. **Current state:** Resolved. **L1 learning points:** 1. Use the label-printed default password for MR20MS; never instruct “admin.” 2. For MR20MS, use a 10–15 second factory reset, not a 5-press method. 3. Always verify modem/WAN status before troubleshooting router configuration. ### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved **What L1 saw:** Customer locked out of Linksys mobile app after multiple failed password resets; unable to access router remotely. **Why it escalated:** L1 incorrectly claimed the web UI could not be accessed off-network and offered only a 24-hour wait period without valid recovery steps. **What L2 did:** L2 guided the customer through the correct “Forgot Password” flow for the Linksys cloud account, including email verification and app reinstallation. L2 also confirmed local router access via http://myrouter.local. **Current state:** Resolved. **L1 learning points:** 1. Always offer the “Forgot Password” link for cloud account lockouts. 2. Recommend reinstalling or updating the Linksys app as a first step for login issues. 3. Verify that local router access (http://myrouter.local) is possible even without internet. ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved **What L1 saw:** Customer’s laptop showed “no internet” when connected to RE6350 extender Wi‑Fi, while other devices worked. **Why it escalated:** L1 advised contacting the ISP without verifying router WAN status or performing basic extender troubleshooting. **What L2 did:** L2 confirmed WAN connectivity on the parent router, guided a factory reset of the extender, and instructed the customer to reconnect using the correct SSID and password. L2 also verified that the extender’s LED turned solid green, indicating success. **Current state:** Resolved. **L1 learning points:** 1. Always check parent router WAN/Internet LED before focusing on extender issues. 2. Perform a factory reset (10–15 seconds) on the extender as a standard first step. 3. Confirm extender LED state (solid green = healthy) after troubleshooting. --- ## Coach Appendix **Weekly Trend:** The agent’s week was characterized by a high volume of connectivity and setup issues, particularly around mesh node pairing and extender configuration. While clear communication and some KB-aligned troubleshooting steps were observed, there were recurring gaps in technical accuracy (default passwords, LED interpretation, reset procedures) and protocol adherence (model/serial collection, case creation). **Key focus for next coaching:** Reinforce the importance of collecting device details at the start of every call, strictly adhering to KB guidance for default credentials and reset methods, and ensuring every interaction results in a documented HappyFox case. Targeting these areas will improve resolution rates and customer satisfaction moving forward. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) | 2026-05-25 | 1.8 | INBOUND | WHW03 | ACCESS | ↑ Escalated | | [#GI00130753](https://linksys.happyfox.com/staff/ticket/130753/) | 2026-05-25 | 1.5 | INBOUND | — | SETUP | Abandoned or vague | | [#GI00130756](https://linksys.happyfox.com/staff/ticket/130756/) | 2026-05-25 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 | 3.0 | INBOUND | EA8100 | CONNECTIVITY | Abandoned or vague | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 | 1.8 | OUTBOUND | EA8100 | CONNECTIVITY | Pending resolution | | [#LTS00055780](https://linksys.happyfox.com/staff/ticket/55780/) | 2026-05-26 | 1.5 | INBOUND | MX2000 | SETUP | Pending resolution | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 | 1.8 | INBOUND | MR2000 | SETUP | ↑ Escalated | | [#LTS00130918](https://linksys.happyfox.com/staff/ticket/130918/) | 2026-05-26 | 1.6 | INBOUND | EA9500 | CONNECTIVITY | Abandoned or vague | | [#LTS00130928](https://linksys.happyfox.com/staff/ticket/130928/) | 2026-05-26 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Customer declined path | | [#LTS00130940](https://linksys.happyfox.com/staff/ticket/130940/) | 2026-05-26 | 3.0 | INBOUND | MX55EC3 | SETUP | Closed with self-help | | [#LTS00130965](https://linksys.happyfox.com/staff/ticket/130965/) | 2026-05-26 | 1.6 | OUTBOUND | RE7000 | SETUP | Abandoned or vague | | [#LTS00130970](https://linksys.happyfox.com/staff/ticket/130970/) | 2026-05-26 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | Pending resolution | | [#LTS00101304](https://linksys.happyfox.com/staff/ticket/101304/) | 2026-05-27 | 2.8 | INBOUND | MX6200 | CONFIGURATION | Likely fixed/unconfirmed | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-27 | 3.0 | INBOUND | MR5500 | ACCESS | Pending resolution | | [#LTS00131088](https://linksys.happyfox.com/staff/ticket/131088/) | 2026-05-28 | 3.0 | INBOUND | RE6500 | CONFIGURATION | Closed with self-help | | [#LTS00131228](https://linksys.happyfox.com/staff/ticket/131228/) | 2026-05-28 | 1.4 | INBOUND | MX2000 | ACCESS | Not fixed | | [#LTS00131242](https://linksys.happyfox.com/staff/ticket/131242/) | 2026-05-28 | 2.8 | INBOUND | SPNM60CF | CONFIGURATION | Incorrectly closed | | [#LTS00118250](https://linksys.happyfox.com/staff/ticket/118250/) | 2026-05-28 | 1.0 | INBOUND | MX5500 | CONFIGURATION | Abandoned or vague | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-28 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-29 | 3.5 | INBOUND | MX2000 | SETUP | Closed correctly | | [#LTS00131401](https://linksys.happyfox.com/staff/ticket/131401/) | 2026-05-29 | 1.1 | INBOUND | SPNMX56 | SETUP | Abandoned or vague | | [#LTS00131412](https://linksys.happyfox.com/staff/ticket/131412/) | 2026-05-29 | 3.0 | INBOUND | SPNMX42 | ACCESS | Closed with self-help | | [#LTS00131421](https://linksys.happyfox.com/staff/ticket/131421/) | 2026-05-29 | 1.5 | INBOUND | E5400 | SETUP | Abandoned or vague | | [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00131449](https://linksys.happyfox.com/staff/ticket/131449/) | 2026-05-29 | 1.8 | INBOUND | SPNM60CF | SETUP | Abandoned or vague | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 | 1.3 | INBOUND | MR7350 | ACCESS | Abandoned or vague | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 | 3.0 | INBOUND | MR7350 | ACCESS | Abandoned or vague | | [#LTS00087079](https://linksys.happyfox.com/staff/ticket/87079/) | 2026-05-29 | 2.9 | INBOUND | MX6200 | CONNECTIVITY | Closed correctly | | [#LTS00131480](https://linksys.happyfox.com/staff/ticket/131480/) | 2026-05-29 | 3.2 | INBOUND | EA6400 | ACCESS | Closed with self-help | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 | 1.4 | OUTBOUND | RE6350 | CONNECTIVITY | Pending resolution | | [#LTS00131491](https://linksys.happyfox.com/staff/ticket/131491/) | 2026-05-29 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | Closed with self-help | | [#GI00131499](https://linksys.happyfox.com/staff/ticket/131499/) | 2026-05-29 | 2.3 | INBOUND | — | CONNECTIVITY | Abandoned or vague | | [#LTS00131502](https://linksys.happyfox.com/staff/ticket/131502/) | 2026-05-29 | 1.4 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131507](https://linksys.happyfox.com/staff/ticket/131507/) | 2026-05-29 | 1.5 | INBOUND | MR20MS | CONNECTIVITY | Incorrectly closed | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-29 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Incorrectly closed | | [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help |