# charm.awitan — 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 | | --- | --- | --- | --- | --- | --- | | 30 | 10m 34s | MR8300 | CONNECTIVITY | 30 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 30 | | Protocol | 1.70 | 30 | | Communication | 2.20 | 30 | | Overall | 2.10 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 3 | 74m 2s | 1.50 | 1.00 | 1.67 | 2.00 | Outlier: 6.4x weekly median handle time | | MX | 7 | 20m 11s | 2.30 | 2.43 | 1.29 | 2.00 | Outlier: 1.7x weekly median handle time | | WHW | 5 | 12m 59s | 2.20 | 1.40 | 2.00 | 1.80 | | | SPN | 2 | 11m 50s | 3.25 | 4.00 | 1.50 | 2.50 | | | RE | 1 | 11m 23s | 3.00 | 1.00 | 1.00 | 1.00 | | | EA | 5 | 8m 34s | 2.10 | 2.80 | 2.00 | 2.40 | | | E | 3 | 8m 2s | 2.37 | 3.00 | 1.67 | 2.00 | | | MR | 7 | 7m 26s | 1.83 | 2.43 | 1.43 | 2.14 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 14 | 20m 42s | 2.00 | 2.10 | 1.60 | 2.40 | ✓ | | SETUP | 9 | 9m 49s | 2.00 | 2.80 | 1.70 | 2.10 | ✓ | | ACCESS | 3 | 9m 45s | 1.80 | 2.00 | 1.70 | 2.00 | ✓ | | CONFIGURATION | 3 | 10m 45s | 2.50 | 3.30 | 1.30 | 2.00 | | | GENERAL INQUIRY | 2 | 5m 54s | 2.15 | 3.00 | 1.00 | 2.00 | | ## 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](https://linksys.happyfox.com/staff/ticket/130855/) ### 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](https://linksys.happyfox.com/staff/ticket/131061/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130855/) **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](https://linksys.happyfox.com/staff/ticket/131432/) **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](https://linksys.happyfox.com/staff/ticket/130715/) ### **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](https://linksys.happyfox.com/staff/ticket/131432/) ### **Improvement** Used unsupported remote-access tool (Zoho) and claimed MLO is incompatible with wired backhaul—contradicts KB guidance. [#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/) ### **Improvement** Applied 5-press pairing method to Velop devices, which is unsupported—valid only for MX6200/MBE7000/LN series. [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) --- ## 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](https://linksys.happyfox.com/staff/ticket/31646/) ### **Improvement** Asked irrelevant ISP question during mesh node pairing: ISP status does not impact local mesh connectivity. > *"What is your internet service provider?"* [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 2026-05-25 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | No clear path given | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 | 3.0 | INBOUND | MR8300 | SETUP | Closed with self-help | | [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) | 2026-05-25 | 1.4 | INBOUND | WHW01 | SETUP | Pending resolution | | [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) | 2026-05-25 | 1.4 | INBOUND | EA6350 | SETUP | Abandoned or vague | | [#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/) | 2026-05-25 | 1.8 | INBOUND | EA8500 | CONNECTIVITY | Incorrectly closed | | [#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/) | 2026-05-25 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | Pending resolution | | [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) | 2026-05-26 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) | 2026-05-26 | 2.8 | INBOUND | EA9500 | CONNECTIVITY | Abandoned or vague | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | Closed with self-help | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 | 1.3 | INBOUND | MR5500 | SETUP | Abandoned or vague | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/) | 2026-05-26 | 1.6 | OUTBOUND | LN1400 | CONNECTIVITY | Pending resolution | | [#LTS00130935](https://linksys.happyfox.com/staff/ticket/130935/) | 2026-05-26 | 1.5 | INBOUND | EA6350 | SETUP | Abandoned or vague | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 3.0 | INBOUND | WHW01 | ACCESS | Pending resolution | | [#GI00131030](https://linksys.happyfox.com/staff/ticket/131030/) | 2026-05-27 | 1.3 | INBOUND | — | GENERAL INQUIRY | Abandoned or vague | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.4 | INBOUND | LN1200 | ACCESS | Abandoned or vague | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.5 | OUTBOUND | LN1200 | ACCESS | Pending resolution | | [#LTS00129854](https://linksys.happyfox.com/staff/ticket/129854/) | 2026-05-27 | 3.0 | INBOUND | SPNM60CF | CONFIGURATION | Abandoned or vague | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00131051](https://linksys.happyfox.com/staff/ticket/131051/) | 2026-05-27 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Incorrectly closed | | [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) | 2026-05-27 | 1.6 | INBOUND | MR2000 | CONNECTIVITY | Pending resolution | | [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) | 2026-05-27 | 4.0 | INBOUND | MX6200 | CONNECTIVITY | Closed correctly | | [#LTS00131086](https://linksys.happyfox.com/staff/ticket/131086/) | 2026-05-27 | 3.0 | INBOUND | EA4500 | SETUP | Closed with self-help | | [#GI00131095](https://linksys.happyfox.com/staff/ticket/131095/) | 2026-05-27 | 3.0 | INBOUND | — | GENERAL INQUIRY | Abandoned or vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 | 1.5 | INBOUND | MR9000 | CONFIGURATION | Abandoned or vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 | 1.0 | INBOUND | MR9000 | CONFIGURATION | Abandoned or vague | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131418](https://linksys.happyfox.com/staff/ticket/131418/) | 2026-05-29 | 2.6 | INBOUND | MR7350 | SETUP | Abandoned or vague | | [#LTS00131429](https://linksys.happyfox.com/staff/ticket/131429/) | 2026-05-29 | 3.0 | INBOUND | E8450 | SETUP | Closed with self-help | | [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) | 2026-05-29 | 1.0 | INBOUND | E1200 | CONFIGURATION | Abandoned or vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 1.0 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 | 3.0 | INBOUND | RE6400 | SETUP | Closed with self-help |