charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect QA ratings (0–4 scale) across 30 calls reviewed. Overall range: 1.1 – 4.0.

Where Time Goes

Models Supported

Key Observations

• MX4200 drives extreme handle times (32m 45s) with low protocol scores (1.5), indicating process breakdowns.
• WHW01 shows accuracy collapse (1.0) despite moderate handle times, signaling technical guidance failures.

Problem Categories

Drill-Down Insights

• CONNECTIVITY calls lag in protocol (1.6) and accuracy (2.1), often skipping WAN checks or LED validation.
• SETUP issues reflect inconsistent reset guidance (e.g., 20s vs. 10s holds) and premature paid-support offers.

What Went Well

• Accurate model/serial collection

> "Okay, the model number is WHW03 and the serial number is 20J10C6C74591."

#LTS00130855

• Correct EOL identification

> "Based on the information you provided, this EA9500 is end-of-life and end-of-support."

#LTS00130861

• Mesh node recovery success

> "The node is now solid white and functioning correctly."

#LTS00131061

Growth Opportunities

1. Standardize reset procedures

> "I instructed a 20-second factory reset, but KB specifies 10 seconds for WHW03."

#LTS00130855

Next step: Always verify reset duration against KB before instructing customers.

1. Perform basic diagnostics before escalation

> "No WAN cable or modem connectivity checks were performed despite 'no internet' reports."

#LTS00130770

Next step: Confirm WAN LED status and modem sync before recommending hardware replacement.

Next Week's Focus

• Verify reset durations against KB for every device family before instructing customers.
• Run WAN diagnostics (cable, modem LED, ISP sync) on all "no internet" cases before suggesting replacements.
• Document model/serial upfront to avoid mid-call model misidentification (e.g., MX vs. MR series).
• Offer self-help paths (KB articles, setup guides) before escalating to paid support.

Technical Accuracy

Improvement

Incorrectly stated AC2200 is end-of-life and no longer receiving firmware updates — this contradicts Linksys KB.

#LTS00130715

Improvement

Provided garbled router IP address http://4/4secure.[REDACTED_PHONE].robot hub one roundabouts.1 instead of standard http://[REDACTED_PHONE] or myrouter.local.

#LTS00131432

Improvement

Used unsupported 5-press pairing method on Velop mesh, which only applies to MX6200/MBE7000/LN series.

#LTS00131397

Coaching Moments

Improvement

"The agent defaulted to hardware replacement without validating router configuration or offering self-help resources."

#LTS00130715

Improvement

"Repeated payment offers after the customer declined, causing unnecessary friction."

#LTS00130730

Escalation Lessons: What L2 Did

No escalations occurred this week.

Coach Appendix

• Primary trend: 22 unresolved calls (73%) with recurring diagnostic gaps in connectivity and setup flows.
• Critical pattern: Premature hardware replacement suggestions and inconsistent reset guidance erode trust.
• Key evidence: Calls #130715, #130770, and #131432 exemplify accuracy and protocol lapses requiring immediate remediation.

This Week's Calls

| [#LTS00131061](https://