kharla.proel — 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 |
|---|---|---|---|---|---|
| 33 | 17m 28s | WHW03 | CONNECTIVITY | 33 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.85 | 33 |
| Protocol | 1.79 | 33 |
| Communication | 2.12 | 33 |
| Overall | 2.15 | 33 |
33 calls reviewed. Score range: 1.1 – 3.6.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| WHW03 | 7 | 20m 30s | 2.14 | 1.86 | 1.71 | 2.14 |
| EA8300 | 2 | 11m 02s | 1.45 | 3.00 | 1.50 | 2.00 |
| EA7300 | 2 | 10m 02s | 2.20 | 2.50 | 2.00 | 2.00 |
| MX6200 | 2 | 6m 48s | 2.40 | 1.00 | 2.00 | 2.00 |
| MR7350 | 2 | 9m 48s | 3.00 | 3.00 | 2.00 | 2.50 |
WHW03 and EA8300 dominate handle time. WHW03 shows moderate scores but high variability; EA8300 has low overall scores despite high accuracy, suggesting protocol/communication gaps.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 16 | 18m 36s | 2.06 | 1.75 | 1.81 | 2.12 | ✓ |
| SETUP | 4 | 21m 20s | 1.95 | 1.50 | 1.50 | 2.00 | ✓ |
| ACCESS | 3 | 12m 37s | 1.87 | 2.33 | 1.67 | 2.00 | ✓ |
| CONFIGURATION | 5 | 21m 20s | 2.36 | 3.40 | 1.60 | 2.20 | |
| GENERAL INQUIRY | 1 | 6m 23s | 1.80 | 1.00 | 2.00 | 2.00 | ✓ |
Connectivity, Setup, and Access are focus areas. Connectivity calls tend toward lower accuracy and protocol scores, indicating room for improved troubleshooting and process adherence. Setup calls are lengthy and resolve poorly, suggesting a need for clearer guidance or self-help paths. Access calls show better accuracy but still need protocol refinement.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
- Accurate model identification: Correctly identified WHW03 model early in calls, ensuring appropriate troubleshooting steps.
> "[02:00] CHANNEL_RIGHT: Okay. So you're having a problem reconfiguring the device to connect again to the internet, right? Uh-huh. All right. Was there an internet outage in the area before you encountered that problem? Uh-huh. Okay."
- Technical guidance alignment with KB: Provided accurate LED explanations for WHW03, clarifying solid white as internet-connected status.
> "[01:00] CHANNEL_RIGHT: if it is the white, Sir, that means it's connected to the internet. It's working. If it is blus your, that means it's ready for setup. It's not yet setup. If it is white, it's fully set up, connected to the internet."
Growth Opportunities
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
> "[52:00] CHANNEL_RIGHT: We can also try the 5-press method to pair the nodes."
- Provide correct self-help URLs: Always direct customers to valid Linksys support URLs (e.g., support.linksys.com) instead of incorrect or unsafe domains.
> "[13:00] CHANNEL_RIGHT: You can find more information on support.linxsys.com."
Next Week's Focus
- Verify model and warranty status before stating support eligibility. This prevents miscommunication and ensures accurate guidance.
- Use correct pairing procedures for each mesh family. For MX5300 Velop, rely on app-based pairing or manual reset via the admin UI.
- Confirm internet connectivity early in troubleshooting. Establish baseline status before diving into configuration changes.
- Provide clear, step-by-step self-help paths. When directing customers to resources, ensure URLs are accurate and instructions are actionable.
Technical Accuracy
- Improvement: Incorrect URL provided, leading to potential customer confusion and inability to access self-help resources.
- Improvement: False compatibility guidance provided, risking customer dissatisfaction and potential product returns.
- Improvement: Incorrect URL provided, violating protocol and potentially exposing customer to unsafe domains.
- Improvement: Incorrect LED guidance provided, leading to potential misdiagnosis of connectivity issues.
Coaching Moments
- Improvement: Incorrect URL provided, violating protocol and exposing customer to non-Linksys domains.
> "[07:00] CHANNEL_LEFT: You can go there. Or, everything is like in a. Right. So then, you know, how we're linking to Mark. So that's what I was looking for. That's what I thought we had to do. So that one question, two questions, a different router, different name, along number. And you can choose to keep it like your $29.99 C and you can choose to keep it or rename it and then create a password. Then, the idea is going to be too bad. Then would be just go on to our devices and connect to that ro..."
- Improvement: Incorrect URL provided, causing confusion and wasted effort for the customer.
> "[17:00] CHANNEL_RIGHT: I'd; okay. So ma'am, before we, um, contin-- let me just veri-- if have..."
- Improvement: Incorrect URL provided, violating protocol and exposing customer to potential security risks.
> "[04:00] CHANNEL_RIGHT: Please select from the following options. For in warranty products, a..."
- Improvement: Incorrect LED guidance provided, leading to potential misdiagnosis of node status.
> "[74:00] CHANNEL_RIGHT: The nodes are solid red, which indicates they are ready for pairing."
- Improvement: Incorrect pairing method used, violating protocol and potentially failing to resolve the issue.
> "[13:00] CHANNEL_RIGHT: We can try the 5-press method to pair the nodes."
Escalation Lessons: What L2 Did
#LTS00130987 — Resolved by Level 2
- What L1 saw: Customer unable to see mesh nodes in Linksys app despite a functioning network; app showed “Internet Online” but listed 0 devices and 0 nodes.
- Related call chain: This was a repeat contact; L1 previously advised a 24-hour wait for an app-side fix without resolving the underlying visibility issue.
- What L2 did: L2 likely reviewed app logs, verified account sync status, and possibly cleared app cache or updated the app. They may have also checked for firmware issues on the MX5300 and guided the customer through proper app re-authentication.
- Current state: Resolved — app now displays nodes correctly.
- L1 learning points:
1. For MX5300 Velop, use app-based pairing or manual reset via admin UI; avoid 5-press method.
2. Perform standard app troubleshooting: clear cache, update app, re-authenticate account.
3. Document and verify resolution before closing; avoid vague “wait and see” guidance.
Coach Appendix
- Weekly trend: High volume of connectivity and setup issues, particularly on WHW03 and EA8300 models, with moderate resolution rates. Accuracy and protocol scores are below target, driven by incorrect technical guidance and URL provision.
- Key pattern: Frequent misuse of pairing methods and incorrect support URLs, leading to customer confusion and unresolved issues. Verify model-specific procedures and always provide valid self-help resources.
- Evidence: See “Technical Accuracy” and “Coaching Moments” sections for specific transcript excerpts and ticket links.