# charm.awitan — 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 | |---|---|---|---|---|---| | 30 | 11m 21s | MR8300 | CONNECTIVITY | 30 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.20 | 30 | | Protocol | 1.70 | 30 | | Communication | 2.20 | 30 | | Overall | 2.10 | 30 | *Scores reflect QA ratings (0–4 scale) across 30 calls reviewed. Overall range: 1.1 – 4.0.* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MX4200 | 2 | 32m 45s | 2.20 | 2.50 | 1.50 | 2.50 | | MX6200 | 3 | 14m 51s | 1.90 | 2.00 | 1.30 | 1.70 | | MR8300 | 4 | 11m 37s | 1.90 | 2.50 | 2.00 | 2.80 | | WHW03 | 3 | 9m 15s | 2.40 | 2.70 | 1.70 | 2.30 | | EA6350 | 2 | 8m 46s | 2.20 | 2.50 | 2.00 | 2.00 | | WHW01 | 2 | 9m 35s | 1.60 | 1.00 | 2.00 | 2.00 | **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 | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 14 | 13m 05s | 2.00 | 2.10 | 1.60 | 2.30 | ✓ | | SETUP | 9 | 9m 45s | 2.20 | 2.60 | 1.80 | 2.10 | ✓ | | ACCESS | 3 | 9m 12s | 1.80 | 2.30 | 1.70 | 2.00 | ✓ | | CONFIGURATION | 3 | 7m 11s | 2.50 | 3.30 | 1.30 | 2.00 | | | GENERAL INQUIRY| 2 | 8m 10s | 2.20 | 3.00 | 1.00 | 1.50 | | **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](https://linksys.happyfox.com/staff/ticket/130855/) - **Correct EOL identification** > "Based on the information you provided, this EA9500 is end-of-life and end-of-support." [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) - **Mesh node recovery success** > "The node is now solid white and functioning correctly." [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) --- ## Growth Opportunities 1. **Standardize reset procedures** > "I instructed a 20-second factory reset, but KB specifies 10 seconds for WHW03." [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) *Next step: Always verify reset duration against KB before instructing customers.* 2. **Perform basic diagnostics before escalation** > "No WAN cable or modem connectivity checks were performed despite 'no internet' reports." [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) *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](https://linksys.happyfox.com/staff/ticket/130715/) **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](https://linksys.happyfox.com/staff/ticket/131432/) **Improvement** > Used unsupported 5-press pairing method on Velop mesh, which only applies to MX6200/MBE7000/LN series. [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) --- ## Coaching Moments **Improvement** > "The agent defaulted to hardware replacement without validating router configuration or offering self-help resources." [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) **Improvement** > "Repeated payment offers after the customer declined, causing unnecessary friction." [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 2026-05-25 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | Agent advised resetting... | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 | 3.0 | INBOUND | MR8300 | SETUP | ✓ Likely resolved | | [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) | 2026-05-25 | 1.4 | INBOUND | WHW01 | SETUP | ⏳ Pending | | [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) | 2026-05-25 | 1.4 | INBOUND | EA6350 | SETUP | Agent promised to email... | | [#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/) | 2026-05-25 | 1.8 | INBOUND | EA8500 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/) | 2026-05-25 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) | 2026-05-26 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) | 2026-05-26 | 2.8 | INBOUND | EA9500 | CONNECTIVITY | Advised customer to... | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | ✓ Likely resolved | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 | 1.3 | INBOUND | MR5500 | SETUP | Agent offered to email... | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Perform factory reset... | | [#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/) | 2026-05-26 | 1.6 | OUTBOUND | LN1400 | CONNECTIVITY | ⏳ Pending | | [#LTS00130935](https://linksys.happyfox.com/staff/ticket/130935/) | 2026-05-26 | 1.5 | INBOUND | EA6350 | SETUP | ✓ Likely resolved | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 3.0 | INBOUND | WHW01 | ACCESS | Email with web-UI... | | [#GI00131030](https://linksys.happyfox.com/staff/ticket/131030/) | 2026-05-27 | 1.3 | INBOUND | — | GENERAL INQUIRY | Advised customer to... | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.4 | INBOUND | LN1200 | ACCESS | No resolution achieved... | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.5 | OUTBOUND | LN1200 | ACCESS | Customer to attempt... | | [#LTS00129854](https://linksys.happyfox.com/staff/ticket/129854/) | 2026-05-27 | 3.0 | INBOUND | SPNM60CF | CONFIGURATION | No technical resolution... | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | SETUP | Agent will send an... | | [#LTS00131051](https://linksys.happyfox.com/staff/ticket/131051/) | 2026-05-27 | 2.8 | INBOUND | E1200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) | 2026-05-27 | 1.6 | INBOUND | MR2000 | CONNECTIVITY | Customer to power... | | [#LTS00131061](https://