# limuel.saura — Coaching Report

## Week of 2026-05-25 – 2026-05-31

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## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 34 | 17m 12s | MX2000 | CONNECTIVITY | 34 | 4 |

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## 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.*

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## 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.

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## Week-over-Week Movement

*No prior-week comparison data available for score or handle-time trends.*

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## What Went Well

1. **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](https://linksys.happyfox.com/staff/ticket/101304/)  
   Correctly identified MX6200 early, enabling targeted troubleshooting.

2. **Protocol adherence in node pairing**  
   > *“We’ll press the reset button five times within five seconds on the parent node to initiate pairing.”*  
   > — [#LTS00101304](https://linksys.happyfox.com/staff/ticket/101304/)  
   Applied KB-aligned 5-press pairing for MX6200, avoiding unsupported reset methods.

3. **Clear callback expectations**  
   In escalations, consistently set 2–3 hour callback windows, managing customer expectations effectively.

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## Growth Opportunities

1. **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](https://linksys.happyfox.com/staff/ticket/130749/)  
   **Next step:** Before escalating email changes, attempt password reset or recovery key verification per KB (`universal_password_login.md`). Avoid advising account deletion.

2. **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.

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## 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’?”  

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## 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.  
— [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/)

### **Improvement**  
**Note:** Advised 5-press reset on RE7000 for extender pairing, which is unsupported. RE7000 requires WPS button or web UI pairing.  
— [#LTS00130965](https://linksys.happyfox.com/staff/ticket/130965/)

### **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.  
— [#LTS00131401](https://linksys.happyfox.com/staff/ticket/131401/)

### **Improvement**  
**Note:** Claimed MX6200 child node LED would turn solid red after white, contradicting KB (solid white = healthy).  
— [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/)

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## Coaching Moments

*No additional coaching moments remain after Technical Accuracy coverage.*

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## Escalation Lessons: What L2 Did

### [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) — 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](https://linksys.happyfox.com/staff/ticket/130897/) — 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](https://linksys.happyfox.com/staff/ticket/131076/) — 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](https://linksys.happyfox.com/staff/ticket/131415/) — 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.

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## 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.

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