# eppie.lagumbay — 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 | | --- | --- | --- | --- | --- | --- | | 20 | 25m 23s | — | CONNECTIVITY | 18 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 20 | | Protocol | 1.80 | 20 | | Communication | 2.30 | 20 | | Overall | 2.10 | 20 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 4 | 34m 10s | 2.80 | 2.75 | 2.25 | 2.50 | | | MR | 4 | 32m 31s | 2.65 | 2.00 | 1.25 | 2.25 | | | WHW | 3 | 28m 11s | 2.93 | 3.00 | 2.33 | 2.33 | | | EA | 2 | 24m 18s | 1.85 | 1.50 | 1.50 | 2.00 | | | RE | 3 | 12m 55s | 1.07 | 1.00 | 1.00 | 1.67 | | | WRT | 1 | 10m 36s | 1.40 | 1.00 | 2.00 | 2.00 | | | OTHER | 4 | 8m 38s | 1.68 | 1.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 34m 10s. - MR is one of the slowest families at 32m 31s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 9 | 28m 2s | 2.10 | 2.10 | 1.80 | 2.30 | ✓ | | ACCESS | 5 | 23m 50s | 1.80 | 1.60 | 1.60 | 2.20 | ✓ | | SETUP | 6 | 22m 30s | 2.10 | 2.00 | 1.70 | 2.20 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131124/) 2. **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](https://linksys.happyfox.com/staff/ticket/131349/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131115/) 2. **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](https://linksys.happyfox.com/staff/ticket/131335/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131126/) **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](https://linksys.happyfox.com/staff/ticket/131152/) **Improvement** Misidentified device as `BLT01` (non-existent) and referenced `VLP01` configuration incorrectly. Failed to perform basic outage troubleshooting. [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) **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](https://linksys.happyfox.com/staff/ticket/131328/) **Strength** Successfully diagnosed and resolved WAN port misconfiguration on WHW03. Provided correct port identification guidance and confirmed resolution. [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) --- ## Escalation Lessons: What L2 Did ### [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 | 1.8 | INBOUND | — | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ⏳ Pending | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 | 1.4 | INBOUND | WRT54G | SETUP | No clear path given | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 | 3.0 | INBOUND | MR8300 | SETUP | Abandoned | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 | 1.4 | INBOUND | VLP01 | ACCESS | No functional solution | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | SETUP | Customer to verify modem | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 | 1.4 | INBOUND | MR7350 | ACCESS | Offered KB article | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 | 1.1 | INBOUND | RE7000 | ACCESS | Paid support offered | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 | 1.6 | INBOUND | MR7350 | ACCESS | Incorrect URL given | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 | 1.9 | INBOUND | EA8300 | ACCESS | Advised factory reset | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 | 3.0 | INBOUND | MX8500 | SETUP | Pending resolution | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Follow-up needed | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | Incorrectly closed | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 3.0 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.0 | INBOUND | RE6250 | SETUP | No issue reported | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.1 | INBOUND | RE6250 | SETUP | Suggested hardware failure | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-29 | 1.8 | INBOUND | MX8500 | SETUP | Callback set |