### eppie.lagumbay — 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 | |---|---|---|---|---|---| | 20 | 21m 53s | — | CONNECTIVITY | 18 | 1 | --- ### Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.00 | 20 | | Protocol | 1.80 | 20 | | Communication | 2.30 | 20 | | Overall | 2.10 | 20 | *Based on 20 calls reviewed. Score range: 1.4 (lowest) to 3.4 (highest).* --- ### Where Time Goes **Models Supported** | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---|---|---|---|---|---|---| | MR7350 | 3 | 28m 16s | 2.50 | 1.30 | 1.70 | 2.30 | | WHW03 | 3 | 25m 08s | 1.80 | 2.00 | 2.00 | 2.30 | | VLP01 | 3 | 7m 01s | 1.80 | 1.00 | 2.00 | 2.30 | *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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 8 | 25m 30s | 2.10 | 2.00 | 1.90 | 2.30 | ✓ | | ACCESS | 5 | 23m 25s | 1.70 | 1.60 | 1.60 | 2.00 | ✓ | | SETUP | 6 | 18m 20s | 2.00 | 1.80 | 1.70 | 2.30 | ✓ | *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](https://linksys.happyfox.com/staff/ticket/63567/) - **Patient and polite communication during complex issues** > "I'm sorry but this line is for Linksys. His name is Nathan. Identify this link." [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) --- ### 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](https://linksys.happyfox.com/staff/ticket/127699/) - **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](https://linksys.happyfox.com/staff/ticket/131335/) --- ### 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](https://linksys.happyfox.com/staff/ticket/127699/) - **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](https://linksys.happyfox.com/staff/ticket/130982/) - **Improvement** > "Provided incorrect URLs for extender setup, leading to customer confusion and no resolution." [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) --- ### Coaching Moments - **Improvement** > "Provided incorrect default password ('admin') and wrong support URL (support.links.com)." [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) - **Improvement** > "Incorrectly stated holding reset for 30 seconds; KB specifies 10 seconds for MR7350." [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) --- ### Escalation Lessons: What L2 Did ### [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 | 1.8 | INBOUND | — | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ⏳ Pending | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 | 1.4 | INBOUND | WRT54G | SETUP | Abandoned or vague | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 | 3.0 | INBOUND | MR8300 | SETUP | Abandoned or vague | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 | 1.4 | INBOUND | VLP01 | ACCESS | Abandoned or vague | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | SETUP | Pending resolution | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 | 3.0 | INBOUND | MR7350 | CONNECTIVITY | Abandoned or vague | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 | 1.1 | INBOUND | RE7000 | ACCESS | Abandoned or vague | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 | 1.6 | INBOUND | MR7350 | ACCESS | Abandoned or vague | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 | 1.9 | INBOUND | EA8300 | ACCESS | Abandoned or vague | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 | 3.0 | INBOUND | MX8500 | SETUP | Pending resolution | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | Incorrectly closed | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 3.0 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.0 | INBOUND | RE6250 | SETUP | Abandoned or vague | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-29 | 1.8 | INBOUND | MX8500 | SETUP | Callback or followup set | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.1 | INBOUND | RE6250 | SETUP | Abandoned or vague |