# aysah.bagumbaran — Coaching Report
## Week of 2026-06-01 – 2026-06-07

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 46 | 20m 17s | EA8300 | SETUP | 46 | 3 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 46 |
| Protocol | 1.90 | 46 |
| Communication | 2.20 | 46 |
| Overall | 2.20 | 46 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 1 | 40m 1s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 34m 15s | 2.13 | 1.83 | 1.83 | 2.17 |  |
| MR | 7 | 32m 1s | 2.17 | 1.86 | 1.57 | 2.00 |  |
| RE | 3 | 25m 41s | 2.43 | 2.33 | 2.00 | 2.00 |  |
| WHW | 7 | 25m 15s | 2.30 | 2.57 | 1.86 | 1.86 |  |
| SPN | 1 | 24m 12s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| MBE | 1 | 16m 3s | 4.20 | 5.00 | 3.00 | 4.00 |  |
| EA | 11 | 15m 48s | 1.97 | 2.40 | 1.60 | 2.00 |  |
| E | 5 | 10m 30s | 1.86 | 1.60 | 1.60 | 2.00 |  |
| OTHER | 1 | 3m 7s | 2.20 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- LN is the slowest family at 40m 1s; outlier: 1.6x weekly median handle time.
- MX is one of the slowest families at 34m 15s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 18 | 27m 56s | 2.20 | 2.10 | 1.80 | 2.10 | ✓ |
| CONNECTIVITY | 14 | 20m 30s | 2.10 | 2.20 | 1.90 | 2.10 | ✓ |
| ACCESS | 8 | 17m 38s | 1.90 | 1.80 | 1.80 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve accuracy in technical guidance, especially for model-specific procedures.
- Enhance protocol adherence and resolution verification.
- Reduce premature escalation to paid support without basic troubleshooting.

## What Went Well

1. **Effective Troubleshooting Guidance**  
   Guided customer through 5-press pairing on the parent MBE7000, confirmed successful reconnection (solid white), and advised relocation.  
   > *"Guided customer through 5-press pairing on the parent MBE7000... successful reconnection (solid white)"*  
   [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/)

2. **Clear Communication and Empathy**  
   Used customer’s name (Joyce) to personalize the interaction and displayed empathy for age-related frustration during router setup.  
   > *"Used customer's name (Joyce)... empathy for customer's age and frustration"*  
   [#LTS00131631](https://linksys.happyfox.com/staff/ticket/131631/)

---

## Growth Opportunities

1. **Incorrect Technical Guidance**  
   Provided incorrect reset duration (30 seconds) for MX6200 (KB specifies 10–15 seconds) and misdescribed LED behavior during reset.  
   > *"Provided incorrect reset duration (30 seconds)... misdescribed LED behavior"*  
   [#LTS00125222](https://linksys.happyfox.com/staff/ticket/125222/)

   **Next Step**: Always cross-check model-specific reset procedures in KB before instructing customers.

2. **Failure to Verify Resolution**  
   Did not confirm whether the customer successfully reconnected the cable or restored internet connectivity after guidance.  
   > *"Failed to confirm whether the customer successfully reconnected the cable..."*  
   [#LTS00131683](https://linksys.happyfox.com/staff/ticket/131683/)

   **Next Step**: End every connectivity call with a direct “Can you confirm your internet is now working?” check.

---

## Next Week's Focus

- **Verify Resolution**: Close every call with a confirmed “Internet is working” or “Device is online” check.  
- **Model-Specific Reset Times**: Memorize KB reset durations (e.g., MX6200: 10–15s, MR6350: 30s) to avoid errors.  
- **Standardize Setup Flow**: Create a checklist for router registration (serial entry, WAN port, app vs. web UI).  
- **Empathy + Name Use**: Continue personalizing calls with the customer’s name while maintaining efficiency.

---

## Technical Accuracy

**Strength**  
- **Correct 5-press pairing for MBE7000**  
  *Guided customer through proper mesh-node pairing method per KB Section B.*  
  [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/)

**Improvements**  
- **Incorrect server dependency claim**  
  *Incorrectly stated local UI depends on remote server; KB confirms it is self-hosted.*  
  [#TE00131695](https://linksys.happyfox.com/staff/ticket/131695/)  

- **Invalid URLs and recovery path**  
  *Provided non-existent URLs (register.plingsys.com) and omitted 5-digit recovery key steps.*  
  [#LTS00132295](https://linksys.happyfox.com/staff/ticket/132295/)  

- **Unsupported pairing method**  
  *Applied 5-press pairing to MX6200, which only works on LN1100/MBE7000 per KB.*  
  [#LTS00132035](https://linksys.happyfox.com/staff/ticket/132035/)

---

## Coaching Moments

**Strength**  
- **Patience with LED confusion**  
  > *"Instructed power-cycle of child node after LED confusion... monitored changes until solid white."*  
  [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/)

**Improvement**  
- **LED misdescription**  
  > *"Misdescribed LED behavior: claimed it would blink red three times and turn off before blue — not accurate per KB."*  
  [#LTS00125222](https://linksys.happyfox.com/staff/ticket/125222/)

---

## Escalation Lessons: What L2 Did

### [#TE00131695](https://linksys.happyfox.com/staff/ticket/131695/) — Resolved by Level 2  
- **What L1 Saw**: Customer couldn’t access MR20EC router UI (blank blue screen) after factory reset.  
- **Why it Escalated**: L1 incorrectly attributed issue to downed remote server and lacked model-specific troubleshooting.  
- **What L2 Did**: Verified router model, guided through correct 30s reset (LED behavior: solid red → flashing white → solid blue), and confirmed UI access via Ethernet.  
- **Current State**: Resolved.  
- **L1 Learning Points**:  
  1. Always confirm router model before troubleshooting.  
  2. Use model-specific reset steps (MR20EC: 30s hold, solid red → flashing white → solid blue).  
  3. Test UI access via Ethernet before declaring success.

### [#TE00083279](https://linksys.happyfox.com/staff/ticket/83279/) — Resolved by Level 2  
- **What L1 Saw**: MX6200 child node showed solid red and disconnected.  
- **Why it Escalated**: L1 used incorrect 30s reset and D-Link app suggestion; no mesh reconnection verification.  
- **What L2 Did**: Guided through proper 10s reset, 5-press pairing (if Cognitive Mesh), and confirmed mesh status via app.  
- **Current State**: Resolved.  
- **L1 Learning Points**:  
  1. MX6200 requires 10s reset, not 30s.  
  2. Never recommend D-Link app for Linksys devices.  
  3. Always verify mesh status in app/admin UI after reset.

### [#LTS00132295](https://linksys.happyfox.com/staff/ticket/132295/) — Resolved by Level 2  
- **What L1 Saw**: LN11011202 router UI stuck on “Trying to reach Linksys Now?”.  
- **Why it Escalated**: L1 provided invalid URLs and claimed UI only works offline.  
- **What L2 Did**: Confirmed firmware issue, guided through recovery-key password reset, and accessed UI via Ethernet.  
- **Current State**: Resolved.  
- **L1 Learning Points**:  
  1. Use recovery key for admin password reset (printed on device).  
  2. UI is accessible offline via Ethernet; no remote server dependency.  
  3. Provide correct direct URLs (e.g., http://[REDACTED_PHONE]).

---

## Coach Appendix

- **Top Trend**: Increased call volume (+15) with stable resolution rate (38%). Communication and accuracy scores dipped slightly due to inconsistent technical guidance during SETUP and CONNECTIVITY calls.  
- **Key Pattern**: Premature escalation to paid support without basic triage (e.g., power-cycle, WAN test) in 7/10 unresolved cases.  
- **Evidence**: Focus on model-specific KB adherence and resolution verification to improve accuracy and communication scores next week.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#LTS00131593](https://linksys.happyfox.com/staff/ticket/131593/) | 2026-06-01 | 1.0 | INBOUND | MR20MS | SETUP | Abandoned |
| [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/) | 2026-06-01 | 4.2 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Resolved |
| [#LTS00131631](https://linksys.happyfox.com/staff/ticket/131631/) | 2026-06-01 | 2.8 | INBOUND | MR6350 | SETUP | ✓ Likely resolved |
| [#LTS00125222](https://linksys.happyfox.com/staff/ticket/125222/) | 2026-06-01 | 1.3 | INBOUND | RE7000 | SETUP | Abandoned |
| [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-01 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help |
| [#LTS00131631](https://linksys.happyfox.com/staff/ticket/131631/) | 2026-06-01 | 4.3 | INBOUND | MR6350 | SETUP | ✓ Resolved |
| [#GI00131653](https://linksys.happyfox.com/staff/ticket/131653/) | 2026-06-01 | 2.2 | INBOUND | LGS328C | GENERAL INQUIRY | Abandoned |
| [#LTS00131658](https://linksys.happyfox.com/staff/ticket/131658/) | 2026-06-01 | 2.8 | INBOUND | E2500 | CONNECTIVITY | Closed with self-help |
| [#LTS00131671](https://linksys.happyfox.com/staff/ticket/131671/) | 2026-06-01 | 2.8 | INBOUND | RE9000 | SETUP | Customer declined path |
| [#LTS00131683](https://linksys.happyfox.com/staff/ticket/131683/) | 2026-06-01 | 2.8 | INBOUND | MR7350 | CONNECTIVITY | Closed with self-help |
| [#LTS00131688](https://linksys.happyfox.com/staff/ticket/131688/) | 2026-06-01 | 2.1 | INBOUND | E8450 | CONNECTIVITY | Abandoned |
| [#TE00131695](https://linksys.happyfox.com/staff/ticket/131695/) | 2026-06-01 | 1.4 | INBOUND | MR20EC | ACCESS | ↑ Escalated |
| [#LTS00131722](https://linksys.happyfox.com/staff/ticket/131722/) | 2026-06-01 | 1.4 | INBOUND | E2500 | SETUP | Abandoned |
| [#LTS00131819](https://linksys.happyfox.com/staff/ticket/131819/) | 2026-06-02 | 2.3 | INBOUND | MX5300 | SETUP | Pending |
| [#GI00131846](https://linksys.happyfox.com/staff/ticket/131846/) | 2026-06-02 | 2.2 | INBOUND | EA6350 | SETUP | Abandoned |
| [#LTS00131853](https://linksys.happyfox.com/staff/ticket/131853/) | 2026-06-02 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Callback set |
| [#LTS00131866](https://linksys.happyfox.com/staff/ticket/131866/) | 2026-06-02 | 1.8 | INBOUND | EA8300 | SETUP | Abandoned |
| [#LTS00131879](https://linksys.happyfox.com/staff/ticket/131879/) | 2026-06-02 | 2.8 | INBOUND | MX2000 | SETUP | Closed with self-help |
| [#LTS00131884](https://linksys.happyfox.com/staff/ticket/131884/) | 2026-06-02 | 1.0 | INBOUND | MX2000 | SETUP | Abandoned |
| [#LTS00131909](https://linksys.happyfox.com/staff/ticket/131909/) | 2026-06-02 | 1.2 | INBOUND | MX4200 | ACCESS | Abandoned |
| [#LTS00131934](https://linksys.happyfox.com/staff/ticket/131934/) | 2026-06-02 | 2.9 | INBOUND | MX6200 | CONFIGURATION | Closed with self-help |
| [#LTS00132035](https://linksys.happyfox.com/staff/ticket/132035/) | 2026-06-03 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Incorrectly closed |
| [#LTS00132060](https://linksys.happyfox.com/staff/ticket/132060/) | 2026-06-03 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help |
| [#LTS00132084](https://linksys.happyfox.com/staff/ticket/132084/) | 2026-06-03 | 1.1 | INBOUND | EA6350 | ACCESS | Abandoned |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-03 | 1.2 | INBOUND | E1200 | ACCESS | Abandoned |
| [#LTS00132104](https://linksys.happyfox.com/staff/ticket/132104/) | 2026-06-03 | 2.9 | INBOUND | EA7250 | ACCESS | Closed with self-help |
| [#LTS00132131](https://linksys.happyfox.com/staff/ticket/132131/) | 2026-06-03 | 3.2 | INBOUND | RE6500 | SETUP | Customer declined path |
| [#LTS00066814](https://linksys.happyfox.com/staff/ticket/66814/) | 2026-06-03 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#LTS00132243](https://linksys.happyfox.com/staff/ticket/132243/) | 2026-06-04 | 1.5 | INBOUND | MR8300 | CONFIGURATION | Abandoned |
| [#LTS00132266](https://linksys.happyfox.com/staff/ticket/132266/) | 2026-06-04 | 2.8 | INBOUND | SPNMX20CF | ACCESS | Closed correctly |
| [#LTS00132295](https://linksys.happyfox.com/staff/ticket/132295/) | 2026-06-04 | 1.8 | INBOUND | LN11011202 | ACCESS | Pending |
| [#