limuel.saura — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• RE is one of the slowest families at 32m 58s.
• MR is one of the slowest families at 32m 4s.

Problem Categories

What Went Well

Accurate model identification

"Okay, how many of this MX 6200 do you have in total? Okay, I see. And to confirm, I'm speaking with Jonathan Bell? Okay. And your email address is [REDACTED] Oh, yeah, I'm sorry. A at gmail the dot com."

#LTS00101304

Effective troubleshooting guidance

"Okay, perfect. Thank you so much. Okay. Just give me one moment. Let me just go ahead and check on everything, okay? And by the way, Ms. Kimberly, is this your only linkss device?"

#LTS00131088

Growth Opportunities

Incorrect technical guidance

"Uh, the email that is has that has been associated to the account, uh then after that then you can then use a new email. You need to, yeah. You need to start over. Uh, yeah. Yes, the network will still be there, it's just that the account will not be- will no longer going to exist."

#TE00130749

Failure to perform basic troubleshooting

"Well, I was actually trying to pull up any record using y..."

#GI00130756

Next Week's Focus

1. Validate account recovery paths before advising account deletion
2. Complete full connectivity diagnostics (reboot, signal check, firmware) for performance issues
3. Standardize setup flow with clear step-by-step guidance and visual aids
4. Confirm resolution with customer before closing complex cases

Technical Accuracy

Improvement

"Uh, the email that is has that has been associated to the account, uh then after that then you can then use a new email. You need to, yeah. You need to start over."

Incorrect account management guidance contradicting KB (universal_password_login.md).

Improvement

"Well, I was actually trying to pull up any record using y..."

No diagnostic steps taken for performance issue; premature hardware upgrade suggestion.

Strength

"Okay, how many of this MX 6200 do you have in total? Okay, I see. And to confirm, I'm speaking with Jonathan Bell?"

Correct model identification and clear communication of next steps.

Coaching Moments

Improvement

"Okay. So you can't see the SSID or the WiFi name of your Linksys router, but can you see it from a different device, [silence] aside from your e-reader?"

Failed to check SSID broadcast settings; unresolved issue despite customer input.

#LTS00130970

Strength

"Okay, perfect. Thank you so much. Okay. Just give me one moment. Let me just go ahead and check on everything, okay? And by the way, Ms. Kimberly, is this your only linkss device?"

Respectful tone and valid self-help path for out-of-warranty context.

#LTS00131088

Escalation Lessons: What L2 Did

#TE00130749 — Pending with Level 2

What L1 saw: Customer needed email change on WHW03 account but lost access to original email.

Why it escalated: L1 incorrectly advised account deletion instead of using KB recovery steps.

What L2 did:

• Verified account ownership via serial number
• Initiated secure email change process per universal_password_login.md
• Provided temporary access token for immediate use

L1 learning points:

1. Always attempt password reset or recovery key verification before account deletion
2. Confirm new email spelling explicitly
3. Use KB flow for email changes instead of account removal

Coach Appendix

High-signal trend: Setup and connectivity issues dominate this week’s volume. Protocol gaps in account recovery and incomplete diagnostics created avoidable escalations. Focus next week on standardized troubleshooting scripts for these categories and reinforce KB adherence for account management.

This Week's Calls