ashley.alayon@linksys.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 11m 21s.

Problem Categories

Week-over-Week Movement

• Improve troubleshooting accuracy for range extender models (e.g., MR7500).
• Follow protocol steps: verify product model, warranty status, and support eligibility before advising hardware-related procedures.
• Ensure calls are resolved or escalated appropriately; avoid 'pending_resolution' without clear next steps.

What Went Well

Ashley demonstrated one key strength this week:

Collected customer contact information

Collected customer email (nznasser.i.l.dot.dha.bab) and confirmed phone number (ending in 40), supporting case documentation [transcript: 03:56–05:02].

#LTS00113794

This attention to gathering essential contact details ensures the case remains trackable and actionable for follow-up, which is crucial when issues require additional attention outside the call.

Growth Opportunities

Ashley has two key areas to develop for next week:

Apply model-specific troubleshooting procedures

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.

#LTS00113794

What good looks like: Before advising reset procedures, verify the exact product model and consult KB articles specific to that model. For range extenders like the MR7500, use diagnostic steps from official support resources rather than generic reset commands.

Follow complete protocol for hardware issues

The agent did not collect product model, serial number, or verify warranty status—missing critical protocol steps for hardware troubleshooting and potential RMA eligibility.

#LTS00113794

What good looks like: Systematically gather identifying information (model, serial number, firmware version) and confirm warranty/RMA eligibility early in hardware-related calls. This ensures you have all necessary data to provide accurate guidance and determine support options.

Next Week's Focus

• Verify product model before troubleshooting: Confirm the exact device model (e.g., MR7500) and consult model-specific KB articles before recommending any procedures.
• Collect warranty and identification data upfront: For any hardware issue, gather serial number, purchase date, and warranty status within the first 2 minutes of the call.
• Use model-appropriate diagnostic steps: For range extenders, follow official diagnostic sequences (signal strength checks, app-based diagnostics) rather than generic reset commands.
• Document clear next steps or escalate when unresolved: If an issue can't be resolved in the call, either set a concrete callback/follow-up or escalate with complete case notes and customer contact information.

Technical Accuracy

Improvement

Agent incorrectly advised a 5-press reset for range extenders (MR7500), which is not a supported procedure for this model. This led to unresolved solid red LED issue and no valid troubleshooting path.

#LTS00113794

Improvement

Agent did not collect product model, serial number, or verify warranty status, missing critical protocol steps for hardware troubleshooting and potential RMA eligibility.

#LTS00113794

Improvement

Call ended with operational_closure_status 'pending_resolution' and technical_resolution_status 'not_fixed', indicating unresolved issue and lack of clear next steps or escalation path.

#LTS00113794

Coaching Moments

Improvement

Solid red. It might need a reset. Okay, no problem, I will follow up with you.

The agent advised a 5-press reset procedure inappropriate for range extenders (MR7500). This incorrect guidance contributed to the unresolved issue and extended handle time. Always verify model-specific procedures before recommending resets.

#LTS00113794

Escalation Lessons: What L2 Did

No escalation learning data was available for this week. The call did not require escalation, but the unresolved status highlights the importance of following protocol to avoid future escalations.

Coach Appendix

Highest-signal weekly trend: The single call reveals a pattern where critical protocol steps (model verification, warranty check) were missed, leading to incorrect troubleshooting advice and an unresolved case. This created unnecessary handle time and left the customer without a clear path forward.

Key coaching pattern to address: Ensure all hardware-related calls collect identifying information and model-specific data before recommending any troubleshooting steps. This prevents misapplication of procedures (like the 5-press reset on range extenders) and positions the agent to either resolve the issue efficiently or escalate with complete context.

This Week's Calls