Regin Magnetico — 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 |
|---|---|---|---|---|---|
| 1 | 7m 25s | VLP01 | CONNECTIVITY | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.30 | 1 |
Scores reflect 1 call reviewed. Score range: 1.00–1.30.
Where Time Goes
Product Families
Product family data not available for this week.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 7m 25s | 1.30 | 1.00 | 1.00 | 2.00 | ✓ |
The CONNECTIVITY category shows both the longest handle time and the lowest scores this week. The combination of extended duration with low accuracy and protocol scores suggests the agent struggled with both diagnosis and execution for this connectivity issue. Focus should shift to systematic troubleshooting for performance problems.
What Went Well
Despite challenges this week, Regin showed promising foundational behaviors:
Polite engagement and data collection
"Welcome to Linksys Support. To ensure quality service, your call may be monitored through our call system and online conversation. Please have your device's serial number and contact information ready..."
#LTS00131484
Initial effort to gather technical details
"Can you please provide a serial number of the parent note?"
#LTS00131484
These moments show Regin's ability to establish rapport and begin the troubleshooting process—skills that provide a solid foundation for improvement.
Growth Opportunities
1. Provide accurate product support information
What happened: Regin incorrectly stated the VLP01 is end-of-life and unsupported, which contradicts Linksys KB. This misled the customer and undermined trust.
What good looks like:
- Verify product support status in KB before making claims
- Reference official documentation when discussing product lifecycle
- If uncertain, say "Let me check our knowledge base for the most current information"
"Did not perform any troubleshooting for a performance issue, including speed tests, signal checks, or mesh node validation."
#LTS00131484
2. Implement systematic troubleshooting for performance issues
What happened: No troubleshooting steps were performed for the reported slow speed issue.
What good looks like:
- Follow standard mesh performance troubleshooting flow: speed test comparison, signal strength check, node validation, firmware verification
- Document each step taken and customer response
- Only consider hardware replacement after exhaustive troubleshooting
Next Week's Focus
- Practice model verification: When a customer states a model, repeat it back for confirmation ("Just to confirm, you have a Velop VLP01?") before proceeding
- Use script-based troubleshooting: For performance issues, work through the standard diagnostic checklist step-by-step, documenting results
- Verify warranty status: Before discussing support options, check warranty status using the serial number
- Escalate thoughtfully: If troubleshooting hits a wall, document all steps taken and escalate with clear notes rather than recommending immediate replacement
Technical Accuracy
Improvement
"Agent incorrectly stated the VLP01 is end-of-life and no longer supported, which is factually false per Linksys KB. No troubleshooting was performed for the reported speed issue."
The VLP01 is a supported model. Always verify product support status in KB before making claims. For performance issues, follow standard troubleshooting protocols rather than recommending immediate replacement.
Improvement
"Agent failed to correctly identify the model number despite customer stating 'V-L-P-Zero-One' and instead referenced non-existent 'VLN01'. No warranty status was verified."
Ensure accurate model identification by repeating back what the customer says. Always verify warranty status before discussing support eligibility.
Coaching Moments
Improvement
"Advised customer to return the VLP01 and purchase an MX2000 or MX4200, with no troubleshooting or support path provided."
This moment highlights the need for systematic troubleshooting before recommending hardware replacement. When customers report performance issues, always:
- Verify the exact model and configuration
- Run standard diagnostic tests (speed tests, signal checks)
- Document all findings
- Only recommend replacement after confirming all troubleshooting steps have been exhausted
Coach Appendix
Highest-signal weekly trend: The single call this week reveals a critical pattern of incorrect product information and absent troubleshooting for a performance issue. Regin demonstrated polite engagement but needs to pair this with accurate technical knowledge and systematic diagnostic processes. The focus for next week should be on model verification, warranty checks, and following prescribed troubleshooting flows before considering hardware replacement recommendations.
Recurring pattern: Misidentification of product models and failure to execute basic troubleshooting steps for performance issues. This suggests a need for reinforced product knowledge and script adherence for common issue types.