limuel.saura — 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 |
|---|---|---|---|---|---|
| 34 | 17m 12s | MX2000 | CONNECTIVITY | 34 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.90 | 34 |
| Protocol | 1.80 | 34 |
| Communication | 2.10 | 34 |
| Overall | 2.20 | 34 |
Scores reflect QA ratings (0–4 scale) across 34 calls reviewed. Overall scores ranged from 1.4 to 3.5 this week.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MR2000 | 2 | 37m 23s | 1.80 | 1.00 | 2.00 | 2.00 |
| RE6350 | 2 | 35m 09s | 1.55 | 1.50 | 2.00 | 2.00 |
| MX2000 | 8 | 24m 16s | 2.20 | 2.00 | 1.90 | 2.30 |
| EA8100 | 2 | 13m 37s | 2.40 | 1.00 | 2.00 | 2.00 |
Slowest models: MR2000 and RE6350 consistently drove longer handle times and lower scores. These models require deeper troubleshooting discipline and clearer escalation paths.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 12 | 20m 04s | 2.10 | 2.00 | 1.80 | 2.20 | ✓ |
| SETUP | 10 | 22m 30s | 2.00 | 1.80 | 1.70 | 2.10 | ✓ |
| ACCESS | 5 | 18m 20s | 2.00 | 1.60 | 1.80 | 2.20 | |
| CONFIGURATION | 5 | 18m 20s | 2.20 | 2.40 | 1.80 | 2.20 |
Focus areas:
- CONNECTIVITY calls often lacked WAN verification and LED analysis, leading to missed root causes.
- SETUP cases showed inconsistent pairing guidance (e.g., incorrect reset methods), causing avoidable repeats.
Week-over-Week Movement
No prior-week comparison data available for score or handle-time trends.
What Went Well
- Accurate model identification
> “I have a Linksys mesh MX 6200, and one of the child nodes just stays red. I can’t get it to connect to the network.”
> — #LTS00101304
Correctly identified MX6200 early, enabling targeted troubleshooting.
- Protocol adherence in node pairing
> “We’ll press the reset button five times within five seconds on the parent node to initiate pairing.”
> — #LTS00101304
Applied KB-aligned 5-press pairing for MX6200, avoiding unsupported reset methods.
- Clear callback expectations
In escalations, consistently set 2–3 hour callback windows, managing customer expectations effectively.
Growth Opportunities
- Technical accuracy in account management
> “Uh, the email that is has that has been associated to the account, uh then after that then you can then use a new email. You need to, yeah. You need to start over.”
> — #TE00130749
Next step: Before escalating email changes, attempt password reset or recovery key verification per KB (universal_password_login.md). Avoid advising account deletion.
- Protocol completeness
Missed serial/warranty collection in setup and access calls, hindering case documentation and support eligibility checks.
Next step: Systematically capture model, serial, and warranty status on every call—especially for mesh and cloud-related issues.
Next Week's Focus
- Verify WAN/Internet LED status before troubleshooting connectivity—solid blue/green = upstream issue, pulsing white = router problem.
- Practice 5-press pairing for MX/Cognitive Mesh devices; avoid 5-second resets unless explicitly KB-supported.
- Document every case with model, serial, and warranty status; use HappyFox for traceability.
- Confirm resolution before closing calls: “Can you confirm the Wi‑Fi now shows ‘Connected with internet’?”
Technical Accuracy
Improvement
“Uh, the email that is has that has been associated to the account, uh then after that then you can then use a new email. You need to, yeah. You need to start over. Uh, yeah. Yes, the network will still be there, it’s just that the account will not be- will no longer going to exist.”
Note: Incorrectly claimed account must be deleted to change email. KB requires password reset or recovery key, not deletion.
Improvement
Note: Advised 5-press reset on RE7000 for extender pairing, which is unsupported. RE7000 requires WPS button or web UI pairing.
Improvement
“Okay, so you can only see one bar on the router that’s coming from the basement. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I’m sorry? I’m sorry. Uh-huh, we can actually work on that one.”
Note: Failed to guide proper mesh pairing for SPNM-series device; incorrect distance/LED guidance provided.
Improvement
Note: Claimed MX6200 child node LED would turn solid red after white, contradicting KB (solid white = healthy).
Coaching Moments
No additional coaching moments remain after Technical Accuracy coverage.
Escalation Lessons: What L2 Did
#TE00130749 — Pending with Level 2
- What L1 saw: Customer couldn’t change Linksys account email without old email access.
- Why it escalated: L1 incorrectly advised account deletion; KB requires recovery steps first.
- What L2 did: Reviewed case, attempted email removal via HQ feedback loop; awaiting final resolution.
- Current state: Pending - HQ Feedback.
- L1 learning points:
1. Attempt password reset/recovery key before escalation.
2. Verify new email spelling and ownership.
3. Escalate only after confirming KB procedures are exhausted.
#TE00130897 — Resolved by Level 2
- What L1 saw: MR20MS wouldn’t connect to modem; solid magenta LED, “Connected without internet.”
- Why it escalated: L1 provided wrong default password (‘admin’) and invalid 5-press reset.
- What L2 did: Corrected admin password to label-printed value, verified WAN cable, and re-ran Quick Setup.
- Current state: Resolved.
- L1 learning points:
1. Default MR20MS password is on device label, not ‘admin.’
2. Validate modem/WAN link before router reconfiguration.
3. Use 10-second reset for MR20MS, not 5-press.
#TE00131076 — Resolved by Level 2
- What L1 saw: MR5500 cloud account locked out after password resets.
- Why it escalated: L1 incorrectly claimed web UI inaccessible off-network and offered only 24-hour wait.
- What L2 did: Guided customer through “Forgot Password” flow, reinstalled app, and confirmed local access via
myrouter.local. - Current state: Resolved.
- L1 learning points:
1. MR5500 web UI works locally off-network (myrouter.local).
2. Always offer “Forgot Password” steps for cloud lockouts.
3. Reinstall app if login UI fails.
#TE00131415 — Resolved by Level 2
- What L1 saw: RE6350 extender showed solid orange, then green; laptop showed “no internet.”
- Why it escalated: L1 misdiagnosed ISP issue without verifying router internet LED or extender backhaul.
- What L2 did: Confirmed router had solid blue WAN LED, moved extender closer, and re-ran extender setup via admin page.
- Current state: Resolved.
- L1 learning points:
1. Verify primary router internet LED before blaming ISP.
2. Ensure extender is within 2–3 meters of parent during initial setup.
3. Use admin page (extender.linksys.com) for extender reconfiguration.
Coach Appendix
Weekly trend: High volume of connectivity and setup cases concentrated on MX2000 and MR2000, with recurring technical inaccuracies in account management, pairing procedures, and protocol gaps (missing serial/warranty data).
Key patterns to address:
- Technical: Frequent misapplication of reset/pairing methods (5-press vs. 10-second resets) and LED interpretation errors.
- Process: Inconsistent case documentation and delayed resolution verification, leading to repeat contacts.
- Focus: Reinforce KB-driven troubleshooting for mesh pairing, enforce serial/warranty collection on every call, and verify fix before closure.