# aysah.bagumbaran — 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 |
| --- | --- | --- | --- | --- | --- |
| 26 | 15m 4s | WHW03 | SETUP | 26 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 26 |
| Protocol | 1.90 | 26 |
| Communication | 2.30 | 26 |
| Overall | 2.40 | 26 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 4 | 32m 9s | 2.07 | 1.33 | 1.67 | 2.33 | Outlier: 2.1x weekly median handle time |
| E | 4 | 26m 24s | 2.20 | 3.00 | 1.75 | 2.00 | Outlier: 1.8x weekly median handle time |
| WHW | 8 | 24m 34s | 2.14 | 2.00 | 1.38 | 2.00 | Outlier: 1.6x weekly median handle time |
| EA | 3 | 15m 36s | 2.47 | 1.33 | 2.33 | 2.67 |  |
| MR | 6 | 14m 19s | 1.88 | 1.60 | 1.60 | 2.40 |  |
| OTHER | 1 | 14m 0s | 3.40 | 5.00 | 3.00 | 3.00 |  |
| RE | 3 | 8m 0s | 2.47 | 3.33 | 2.00 | 2.33 |  |
| MBE | 1 | 3m 59s | 2.80 | 2.00 | 3.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 32m 9s; outlier: 2.1x weekly median handle time.
- E is the slowest family at 26m 24s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 8 | 17m 36s | 2.10 | 1.90 | 1.80 | 2.10 | ✓ |
| CONNECTIVITY | 7 | 20m 54s | 2.20 | 2.10 | 1.90 | 2.40 | ✓ |
| GENERAL INQUIRY | 4 | 7m 28s | 2.20 | 2.80 | 2.00 | 2.30 |  |
| ACCESS | 3 | 17m 6s | 2.60 | 2.70 | 1.70 | 2.30 |  |
| CONFIGURATION | 3 | 12m 40s | 2.70 | 2.70 | 2.00 | 2.70 |  |

## Week-over-Week Movement
- Improve accuracy in product model identification and troubleshooting steps.
- Reduce materially false technical claims and incorrect guidance.
- Enhance protocol adherence, especially for warranty verification and case documentation.

## What Went Well

1. **Accurate technical guidance for unmanaged switch**  
   > *"SE3005 is an unmanaged switch with no firewall capabilities. Firewall settings must be adjusted on the router (Spectrum gateway or eero)."*  
   [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/)  

2. **Clear explanation of guest network security**  
   > *"The distinction between Wi‑Fi password and router admin password is critical. The default admin password is ‘admin’ for this model."*  
   [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/)  

3. **Effective self-help path for password reset**  
   Guided customers to access router UI via local IP and change Wi‑Fi password, avoiding unnecessary escalation.

---

## Growth Opportunities

1. **Avoid unsupported troubleshooting methods**  
   > *"Use another server in testing the speed - the devices used during the speed test are getting RSSI that's beyond the acceptable threshold - test the connection of the device while close to the parent node..."*  
   [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  
   *What better looks like:* Verify product model compatibility before suggesting troubleshooting steps (e.g., 5‑press pairing is invalid for WHW01). Always reference KB for model-specific procedures.

2. **Prevent materially false technical claims**  
   > *"The MX2000 router can deliver up to 3 Gbps Wi‑Fi speed"*  
   [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  
   *What better looks like:* Cross‑check product specifications against KB before stating performance capabilities. Use precise language (e.g., "up to 2.5 Gbps on 5 GHz band").

---

## Next Week's Focus

- **Verify product model and warranty status** before initiating troubleshooting.  
- **Avoid model‑specific pitfalls** (e.g., never use 5‑press pairing on WHW01; use Pair button or web UI).  
- **Double‑check technical claims** against KB before stating speeds, defaults, or capabilities.  
- **Document all steps** in HappyFox to improve handoff consistency.

---

## Technical Accuracy

**Improvement**  
> *Agent provided three invalid registration URLs: register.lingncist.com, register.linkages.com, and register.rgsestination.com. Correct URL is register.linksys.com per KB.*  
[#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

**Improvement**  
> *Agent claimed the MX2000 can deliver up to 3 Gbps Wi‑Fi speed, which is factually incorrect per the MX2000's specifications in the KB.*  
[#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

**Improvement**  
> *Agent used '5‑press' pairing method on WHW01, which is not supported for this model. Correct method is Pair button or web UI Add Node per KB.*  
[#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)  

**Improvement**  
> *Agent provided 'admin' as default router admin password without verifying product model, which is incorrect for many Linksys models (e.g., newer Velop, MX, SPNM use different defaults).*  
[#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/)  

---

## Coaching Moments

**Improvement**  
> *"All right, since you want to apply for the paid support, Adam, because your product is out of warranty, let me set expectation that this paid support is a one time non-refundable..."*  
[#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/)  
*Note:* Immediately upselling paid support without attempting basic troubleshooting violates protocol. Always attempt free self-help steps first.

**Improvement**  
> *"I'm sorry, as a based on the information provided, the ethernet port on the ZenBook MX200's ethernet port is allowed up to 1 gig."*  
[#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/)  
*Note:* Providing irrelevant technical details about non-Linksys devices (ZenBook) confuses the issue. Focus on the customer’s actual Linksys product.

---

## Escalation Lessons: What L2 Did

### [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) — Pending with Level 2  
- **What L1 saw:** Customer reported slow speed/poor range on MX2000 mesh system. L1 collected serial number, attempted warranty verification, and escalated.  
- **Why it escalated:** Customer requested L2 intervention due to unresolved performance issues.  
- **What L2 did:**  
  - Verified RSSI levels and device placement.  
  - Conducted speed tests using alternate servers.  
  - Recommended express forwarding and callback.  
- **Current state:** Callback scheduled; ticket remains open.  
- **L1 learning points:**  
  1. Always confirm mesh node placement and RSSI before escalation.  
  2. Use KB-guided speed-test procedures (e.g., universal_speed_performance.md).  
  3. Document exact troubleshooting steps attempted to avoid repeat work.

### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved by Level 2  
- **What L1 saw:** Customer couldn’t access MR5500 cloud account after password resets. L1 verified account lock status and escalated.  
- **Why it escalated:** Cloud account remained locked despite 24‑hour wait.  
- **What L2 did:**  
  - Reset cloud account password via backend tools.  
  - Verified account unlock and re‑authenticated customer.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Confirm cloud‑service status (e.g., account lock) before escalating.  
  2. Provide clear 24‑hour wait instructions with exact time windows.  
  3. Document password‑reset attempts in HappyFox for L2 visibility.

---

## Coach Appendix

*Highest-signal trend:* **Materially false technical claims and unsupported troubleshooting steps** (e.g., invalid URLs, incorrect speeds, unsupported pairing) caused escalations and customer confusion. Focus next week on **KB validation before guidance** and **model‑specific protocol adherence**.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-25 14:21:54+00:00 | 3.00 | INBOUND | MR8300 | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00130731](https://linksys.happyfox.com/staff/ticket/130731/) | 2026-05-25 15:02:43+00:00 | 1.70 | INBOUND | MR9000 | SETUP | ↑ Escalated |
| [#LTS00130754](https://linksys.happyfox.com/staff/ticket/130754/) | 2026-05-25 17:04:22+00:00 | 2.80 | INBOUND | RE9000 | SETUP | ↻ Callback set |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-25 18:32:19+00:00 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | ↑ Escalated |
| [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/) | 2026-05-25 20:11:55+00:00 | 3.00 | INBOUND | EA8300 | ACCESS | ✓ Resolved |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 00:21:31+00:00 | 1.50 | INBOUND | MR8300 | CONNECTIVITY | ⏳ Pending |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 13:09:54+00:00 | 1.40 | INBOUND | MX6200 | GENERAL INQUIRY | — |
| [#LTS00130889](https://linksys.happyfox.com/staff/ticket/130889/) | 2026-05-26 15:34:20+00:00 | 3.00 | INBOUND | EA7300 | CONFIGURATION | ✓ Resolved |
| [#LTS00130903](https://linksys.happyfox.com/staff/ticket/130903/) | 2026-05-26 16:39:22+00:00 | 2.00 | INBOUND | WHW03 | ACCESS | ⏳ Pending |
| [#LTS00130915](https://linksys.happyfox.com/staff/ticket/130915/) | 2026-05-26 17:37:48+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| [#GI00130919](https://linksys.happyfox.com/staff/ticket/130919/) | 2026-05-26 18:03:45+00:00 | 2.80 | INBOUND | MBE7002 | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 18:47:40+00:00 | 3.60 | INBOUND | WHW03 | CONFIGURATION | ✓ Likely resolved |
| [#LTS00130947](https://linksys.happyfox.com/staff/ticket/130947/) | 2026-05-26 19:44:44+00:00 | 3.00 | INBOUND | MX6200 | CONFIGURATION | ✓ Likely resolved |
| [#LTS00130953](https://linksys.happyfox.com/staff/ticket/130953/) | 2026-05-26 20:04:43+00:00 | 3.00 | INBOUND | E8450 | CONNECTIVITY | ⏳ Pending |
| [#LTS00130960](https://linksys.happyfox.com/staff/ticket/130960/) | 2026-05-26 20:52:06+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Resolved |
| [#LTS00130974](https://linksys.happyfox.com/staff/ticket/130974/) | 2026-05-26 22:13:13+00:00 | 2.50 | INBOUND | E5400 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/) | 2026-05-27 17:04:36+00:00 | 1.30 | INBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-27 17:53:43+00:00 | 1.80 | INBOUND | E7350 | CONNECTIVITY | ⏳ Pending |
| [#GI00131079](https://linksys.happyfox.com/staff/ticket/131079/) | 2026-05-27 19:02:24+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 20:04:47+00:00 | 1.40 | INBOUND | EA6900 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-28 00:34:08+00:00 | 1.50 | INBOUND | E7350 | CONNECTIVITY | — |
| [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-28 14:10:25+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — |
| [#LTS00131241](https://linksys.happyfox.com/staff/ticket/131241/) | 2026-05-28 15:24:25+00:00 | — | INBOUND | MX2000 | SETUP | — |
| [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 2026-05-28 16:44:24+00:00 | 1.40 | INBOUND | MR8300 | CONFIGURATION | ⏳ Pending |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 17:07:44+00:00 | 1.60 | INBOUND | WHW03 | SETUP | ⏳ Pending |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 17:23:20+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | ⏳ Pending |
| [#LTS00131303](https://linksys.happyfox.com/staff/ticket/131303/) | 2026-05-28 19:47:04+00:00 | 1.30 | INBOUND | RE6300 | SETUP | ⏳ Pending |
| [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/) | 2026-05-28 20:22:23+00:00 | 3.40 | OUTBOUND | SE3005 | CONFIGURATION | ✓ Resolved |
| [#LTS00108836](https://linksys.happyfox.com/staff/ticket/108836/) | 2026-05-29 00:07:44+00:00 | 3.30 | INBOUND | RE6700 | SETUP | ✓ Resolved |