eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 34m 10s.
• MR is one of the slowest families at 32m 31s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, especially for model-specific procedures (e.g., reset durations, pairing methods).
• Enhance protocol adherence: perform basic troubleshooting before escalating or offering paid support.
• Reduce incorrect information dissemination (e.g., discontinued services, wrong URLs).
• Strengthen case documentation and follow-up protocols.

What Went Well

1. Accurate model identification and warranty confirmation

Correctly identified product model (MX6200) and collected serial number accurately. Confirmed warranty status based on system lookup and communicated it clearly to the customer.

#GI00131124

1. Successful resolution of WAN port misconfiguration

Diagnosed and resolved the core issue: Ethernet cable was in the wrong port (LAN instead of WAN) on the parent node. Provided correct technical guidance on port identification and confirmed resolution by verifying LED status change and Wi‑Fi restoration.

#LTS00131349

Growth Opportunities

1. Incorrect technical guidance and protocol violations

Provided materially false information: claimed smartwifi.com is no longer supported, which contradicts KB and official policy. Failed to perform standard password-reset troubleshooting (clear cache, incognito mode, alternate browser). Did not escalate or contact account support for a known service issue.

Next step: Verify service status via KB before informing customers; follow password-reset troubleshooting checklist; escalate account-level issues to dedicated teams.

#LTS00131115

1. Failure to perform basic troubleshooting and incorrect model identification

Misidentified the customer's router model as BLT01 (non-existent) and later referenced VLP01 configuration incorrectly. Failed to perform basic Wi‑Fi troubleshooting (power cycle, LED check, WAN test, factory reset) for a complete outage. Provided factually incorrect information about technical support ending in August 2025.

Next step: Confirm model before proceeding; follow standard connectivity troubleshooting flow; avoid speculative statements about support timelines.

#LTS00131335

Next Week's Focus

• Practice model-specific reset durations and pairing methods (e.g., 10s reset for Velop, 5-press for MX series)
• Implement a structured connectivity troubleshooting checklist before offering paid support or escalation
• Verify URLs and service status against KB before communicating them to customers
• Document all technical actions taken and create HappyFox cases for continuity

Technical Accuracy

Improvement

Provided incorrect admin URL: suggested https://myrouter.info (invalid for MR7350; correct: http://myrouter.local or http://[REDACTED_PHONE]). Stated incorrect default admin credentials (admin/admin), which is wrong for MR7350 (default is blank password).

#LTS00131126

Improvement

Provided incorrect and potentially unsafe URL: https://www.xyx.remen.com/dashboard (KB specifies only [REDACTED_PHONE] or myrouter.local). Gave wrong default IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE].

#LTS00131152

Improvement

Misidentified device as BLT01 (non-existent) and referenced VLP01 configuration incorrectly. Failed to perform basic outage troubleshooting.

#LTS00131335

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#GI00131328

Strength

Successfully diagnosed and resolved WAN port misconfiguration on WHW03. Provided correct port identification guidance and confirmed resolution.

#LTS00131349

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

• What L1 saw: Admin-login error (error 2298) preventing Wi‑Fi name/password changes on Velop mesh after incorrect reset and pairing instructions.
• Why it escalated: L1 provided multiple technically inaccurate instructions (reset duration, LED colors, pairing method, HTTPS access), leading to prolonged troubleshooting and unresolved issue.
• Related call chain: This was the third contact for this case; L1 previously closed the ticket with vague guidance, requiring a follow-up call and eventual escalation.
• What L2 did: [Level 2 resolution steps not detailed in local snapshot]
• Current state: Resolved per HappyFox status.
• L1 learning points:

1. Always verify model-specific reset duration (10s for Velop) and pairing method (5-press only for Cognitive Mesh).

2. Differentiate between router admin password and Wi‑Fi password during troubleshooting.

3. Escalate earlier when technical missteps prolong resolution; avoid closing tickets with unresolved issues.

Coach Appendix

Weekly trend: Accuracy and overall scores declined significantly (-0.53 and -0.26) while handle times increased. Core issues include model-specific procedure errors (reset durations, pairing methods) and premature escalation/paid support offers without basic troubleshooting.

Recurring pattern: Inaccurate URL/model identification and insufficient validation of upstream connectivity before troubleshooting connectivity/setup issues.

Internal focus: Reinforce model-specific KB references, standard troubleshooting checklists, and case documentation protocols in next coaching session.

This Week's Calls