charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 74m 2s; outlier: 6.4x weekly median handle time.
• MX is the slowest family at 20m 11s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, particularly reset procedures and product lifecycle statements.
• Reduce premature escalation to paid support; perform basic troubleshooting first.
• Enhance protocol adherence: collect model/serial numbers, verify warranty status, and document cases consistently.
• Address high failure rate in CONNECTIVITY and SETUP categories with targeted coaching.

What Went Well

Accurate Device Identification

Strength: Consistently captured precise model and serial numbers, even when customers struggled.

"The serial number is 20J10C6C74591, and the model number is WHW03."

#LTS00130855

Calm, Patient Guidance

Strength: Maintained professional tone during extended troubleshooting, allowing customers to process steps.

"I understand this is frustrating. Let’s walk through the reset together—press and hold the button until the light turns solid blue."

#LTS00131061

Growth Opportunities

Correct Reset Procedures

Improvement: Avoid material inaccuracies in reset instructions (e.g., 20-second holds vs. KB-specified durations).

"Press and hold the reset button for 20 seconds until the LED turns off." (Incorrect for WHW03; KB specifies 10 seconds)

#LTS00130855

Next Step: Verify reset times per device KB before advising customers.

Structured Paid-Support Pathing

Improvement: Exhaust free troubleshooting before offering paid support, aligning with policy.

"Since the device is out of warranty, I can schedule a paid session for $15 to investigate further."

#LTS00131432

Next Step: Perform at least three safe, free diagnostics (e.g., power cycle, WAN check, LED validation) before escalating.

Next Week's Focus

1. Master Reset Durations: Review KB for exact reset times per model (e.g., 10s for WHW03, 15s for MR8300).
2. Diagnostic First: Always verify WAN connectivity, LED status, and basic settings before paid-support offers.
3. Consistent Case Documentation: Log model/serial, issue type, and resolution steps in HappyFox for every call.
4. Practice Empathy + Clarity: Pair patient listening with concise, actionable guidance—avoid ambiguity.

Technical Accuracy

Improvement

Incorrectly claimed AC2200 is end-of-life and no longer receiving firmware updates—factually false per Linksys KB. This undermines trust and accuracy.

#LTS00130715

Improvement

Provided a garbled, non-functional router IP address (http://4/4secure.[REDACTED_PHONE].robot hub one roundabouts.1) instead of standard http://[REDACTED_PHONE] or myrouter.local.

#LTS00131432

Improvement

Used unsupported remote-access tool (Zoho) and claimed MLO is incompatible with wired backhaul—contradicts KB guidance.

#LTS00123480

Improvement

Applied 5-press pairing method to Velop devices, which is unsupported—valid only for MX6200/MBE7000/LN series.

#LTS00131397

Coaching Moments

Improvement

Materially incorrect LED interpretation: described "solid pinkish red" as a valid ready state for mesh nodes—no Linksys device uses this color.

"After resetting, wait for a solid pinkish red light before adding the node."

#LTS00031646

Improvement

Asked irrelevant ISP question during mesh node pairing: ISP status does not impact local mesh connectivity.

"What is your internet service provider?"

#LTS00031646

Escalation Lessons: What L2 Did

No escalations occurred this week. All cases were documented and resolved at L1.

Coach Appendix

Weekly Trend: Handle time improved significantly, but accuracy and protocol consistency need tightening. LN and MX families require targeted coaching on efficient diagnostics. Focus on:

• Verifying reset procedures against KB before advising.
• Completing at least three free troubleshooting steps before paid-support offers.
• Standardizing model/serial collection and case documentation.

This Week's Calls