# limuel.saura — 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 | | --- | --- | --- | --- | --- | --- | | 34 | 16m 53s | MX2000 | CONNECTIVITY | 34 | 4 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.85 | 34 | | Protocol | 1.74 | 34 | | Communication | 2.06 | 34 | | Overall | 2.12 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 3 | 32m 58s | 2.00 | 2.00 | 1.67 | 2.00 | | | MR | 5 | 32m 4s | 2.12 | 1.60 | 1.60 | 1.60 | | | MX | 12 | 26m 21s | 2.59 | 2.00 | 1.58 | 2.08 | | | SPN | 5 | 23m 55s | 2.18 | 2.25 | 1.75 | 2.50 | | | EA | 6 | 16m 15s | 2.33 | 2.00 | 1.67 | 2.33 | | | WHW | 3 | 13m 51s | 2.07 | 1.00 | 2.00 | 2.33 | | | E | 3 | 7m 34s | 1.37 | 2.00 | 1.33 | 2.00 | | **Key Observations** - RE is one of the slowest families at 32m 58s. - MR is one of the slowest families at 32m 4s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 20m 30s | 2.23 | 2.00 | 1.77 | 2.08 | | | SETUP | 11 | 22m 50s | 1.91 | 1.73 | 1.64 | 2.00 | ✓ | | ACCESS | 5 | 17m 19s | 2.04 | 1.80 | 1.80 | 2.00 | | | CONFIGURATION | 4 | 17m 5s | 2.10 | 3.00 | 1.75 | 2.25 | | ## 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](https://linksys.happyfox.com/staff/ticket/101304/) > **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](https://linksys.happyfox.com/staff/ticket/131088/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130749/) > **Failure to perform basic troubleshooting** > *"Well, I was actually trying to pull up any record using y..."* > [#GI00130756](https://linksys.happyfox.com/staff/ticket/130756/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130970/) **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](https://linksys.happyfox.com/staff/ticket/131088/) --- ## Escalation Lessons: What L2 Did ### [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00130749](https://linksys.happyfox.com/staff/ticket/130749/) | 2026-05-25 16:26:44+00:00 | 1.8 | INBOUND | WHW03 | ACCESS | ↑ Escalated | | [#GI00130753](https://linksys.happyfox.com/staff/ticket/130753/) | 2026-05-25 17:07:33+00:00 | 1.5 | INBOUND | — | SETUP | Abandoned | | [#GI00130756](https://linksys.happyfox.com/staff/ticket/130756/) | 2026-05-25 17:14:10+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 20:54:17+00:00 | 3.0 | INBOUND | EA8100 | CONNECTIVITY | Abandoned | | [#LTS00130782](https://linksys.happyfox.com/staff/ticket/130782/) | 2026-05-25 21:07:13+00:00 | 1.8 | OUTBOUND | EA8100 | CONNECTIVITY | Pending | | [#LTS00055780](https://linksys.happyfox.com/staff/ticket/55780/) | 2026-05-26 14:38:42+00:00 | 1.5 | INBOUND | MX2000 | SETUP | Pending | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 16:19:39+00:00 | 1.8 | INBOUND | MR2000 | SETUP | ↑ Escalated | | [#LTS00130918](https://linksys.happyfox.com/staff/ticket/130918/) | 2026-05-26 17:58:18+00:00 | 1.6 | INBOUND | EA9500 | CONNECTIVITY | Abandoned | | [#LTS00130928](https://linksys.happyfox.com/staff/ticket/130928/) | 2026-05-26 18:41:53+00:00 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Customer declined | | [#LTS00130940](https://linksys.happyfox.com/staff/ticket/130940/) | 2026-05-26 19:39:23+00:00 | 3.0 | INBOUND | MX55EC3 | SETUP | Closed with self-help | | [#LTS00130965](https://linksys.happyfox.com/staff/ticket/130965/) | 2026-05-26 20:53:17+00:00 | 1.6 | OUTBOUND | RE7000 | SETUP | Abandoned | | [#LTS00130970](https://linksys.happyfox.com/staff/ticket/130970/) | 2026-05-26 21:50:28+00:00 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | Pending | | [#LTS00101304](https://linksys.happyfox.com/staff/ticket/101304/) | 2026-05-27 17:18:37+00:00 | 2.8 | INBOUND | MX6200 | CONFIGURATION | ✓ Resolved | | [#LTS00131067](https://linksys.happyfox.com/staff/ticket/131067/) | 2026-05-27 18:05:28+00:00 | 1.4 | INBOUND | EA8300 | CONNECTIVITY | Abandoned | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-27 18:52:16+00:00 | 3.0 | INBOUND | MR5500 | ACCESS | Pending | | [#LTS00131088](https://linksys.happyfox.com/staff/ticket/131088/) | 2026-05-28 14:17:19+00:00 | 3.0 | INBOUND | RE6500 | CONFIGURATION | Closed with self-help | | [#LTS00131228](https://linksys.happyfox.com/staff/ticket/131228/) | 2026-05-28 15:29:12+00:00 | 1.4 | INBOUND | MX2000 | ACCESS | Pending | | [#LTS00131242](https://linksys.happyfox.com/staff/ticket/131242/) | 2026-05-28 15:45:19+00:00 | 2.8 | INBOUND | SPNM60CF | CONFIGURATION | Incorrectly closed | | [#LTS00118250](https://linksys.happyfox.com/staff/ticket/118250/) | 2026-05-28 17:36:11+00:00 | 1.0 | INBOUND | MX5500 | CONFIGURATION | Abandoned | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 20:47:31+00:00 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-28 21:42:43+00:00 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Abandoned | | [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-29 14:06:15+00:00 | 3.5 | INBOUND | MX2000 | SETUP | ✓ Resolved | | [#LTS00131401](https://linksys.happyfox.com/staff/ticket/131401/) | 2026-05-29 15:24:57+00:00 | 3.0 | INBOUND | SPNMX56 | SETUP | Abandoned | | [#LTS00131412](https://linksys.happyfox.com/staff/ticket/131412/) | 2026-05-29 15:55:36+00:00 | 1.5 | INBOUND | EA6400 | ACCESS | Closed with self-help | | [#LTS00131444](https://linksys.happyfox.com/staff/ticket/131444/) | 2026-05-29 17:13:48+00:00 | 3.0 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131449](https://linksys.happyfox.com/staff/ticket/131449/) | 2026-05-29 17:38:52+00:00 | 1.8 | INBOUND | SPNM60CF | SETUP | Abandoned | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 18:47:13+00:00 | 1.3 | INBOUND | MR7350 | ACCESS | Abandoned | | [#LTS00131469](https://linksys.happyfox.com/staff/ticket/131469/) | 2026-05-29 18:55:48+00:00 | 3.0 | INBOUND | MR7350 | ACCESS | Abandoned | | [#LTS00087079](https://linksys.happyfox.com/staff/ticket/87079/) | 2026-05-29 19:28:12+00:00 | 2.9 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131480](https://linksys.happyfox.com/staff/ticket/131480/) | 2026-05-29 20:20:14+00:00 | 3.2 | INBOUND | EA6400 | ACCESS | Closed with self-help | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 20:47:23+00:00 | 1.4 | OUTBOUND | RE6350 | CONNECTIVITY | Pending | | [#LTS00131491](https://linksys.happyfox.com/staff/ticket/131491/) | 2026-05-29 20:58:10+00:00 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | Closed with self-help | | [#GI00131499](https://linksys.happyfox.com/staff/ticket/131499/) | 2026-05-29 21:51:48+00:00 | 2.3 | INBOUND | — | CONNECTIVITY | Abandoned | | [#LTS00131502](https://linksys.happyfox.com/staff/ticket/131502/) | 2026-05-29 22:09:35+00:00 | 1.4 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00131507](https://linksys.happyfox.com/staff/ticket/131507/) | 2026-05-29 22:31:22+00:00 | 1.5 | INBOUND | MR20MS | CONNECTIVITY | Incorrectly closed | | [#LTS00131334](https://linksys.happyfox.com/staff/ticket/131334/) | 2026-05-29 22:31:51+00:00 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Incorrectly closed |