eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 20 calls reviewed. Score range: 1.4 (lowest) to 3.4 (highest).

Where Time Goes

Models Supported

Slowest models: MR7350 and WHW03. These models show lower accuracy and protocol scores, indicating a need for focused training on troubleshooting steps and process adherence.

Problem Categories

Focus areas: CONNECTIVITY, ACCESS, and SETUP categories show longer handle times and lower scores. Review troubleshooting steps for these issues to improve efficiency and accuracy.

Week-over-Week Movement

No prior-week comparison exists.

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

• Patient and polite communication during complex issues

> "I'm sorry but this line is for Linksys. His name is Nathan. Identify this link."

#GI00131328

Growth Opportunities

• Incorrect technical guidance and KB contradictions

> "Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices."

#GI00127699

• Failure to perform basic troubleshooting

> "No basic Wi-Fi troubleshooting steps (power cycle, LED check, WAN test, factory reset) were performed despite a clear connectivity issue."

#LTS00131335

Next Week's Focus

• Practice correct reset durations for different product lines (e.g., 10 seconds for Velop, 15 seconds for MR series).
• Develop a standard troubleshooting flow for connectivity issues, including WAN tests, LED checks, and factory resets.
• Review and adhere to KB articles for model-specific troubleshooting steps.
• Improve communication clarity when explaining technical steps to customers.

Technical Accuracy

• Improvement

> "Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices. Contradicts KB guidance."

#GI00127699

• Improvement

> "Provided materially incorrect technical instructions: guided customer through manual static IP and DNS configuration on EA7430, which is not supported via phone and contradicts KB guidance."

#LTS00130982

• Improvement

> "Provided incorrect URLs for extender setup, leading to customer confusion and no resolution."

#LTS00130993

Coaching Moments

• Improvement

> "Provided incorrect default password ('admin') and wrong support URL (support.links.com)."

#LTS00131357

• Improvement

> "Incorrectly stated holding reset for 30 seconds; KB specifies 10 seconds for MR7350."

#GI00131328

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

• What L1 saw: Customer reported admin-login error (error 2298) after resetting mesh nodes. L1 attempted troubleshooting but provided incorrect instructions.
• Why it escalated: L1 recognized limits and escalated after prolonged troubleshooting without resolution.
• Related call chain: This was a repeat contact; previous attempts were unresolved.
• What L2 did: L2 likely investigated the admin-login error, verified firmware, and provided correct resolution steps (details not available in local snapshot).
• Current state: Resolved.
• L1 learning points:

- Collect model, serial, and firmware details before troubleshooting.

- Follow KB for reset durations and pairing methods specific to Velop.

- Escalate sooner when facing repeated errors or unresolved issues.

Coach Appendix

• Highest-signal weekly trend: Inconsistent technical guidance led to prolonged troubleshooting and customer frustration, particularly in connectivity and access issues.
• Recurring pattern: Incorrect reset durations, URLs, and troubleshooting steps were common across multiple calls, indicating a need for reinforced training on KB adherence and model-specific procedures.

This Week's Calls