charm.awitan — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 28m 2s; outlier: 2.4x weekly median handle time.
• MX is the slowest family at 27m 41s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, especially for mesh node pairing and reset procedures.
• Ensure consistent collection of product model and serial number at the start of each call.
• Follow standard troubleshooting flows before escalating or offering paid support.

What Went Well

• Accurate Model Identification and Serial Collection:

> Collected model number (SPNM60) and serial number accurately during call.

#LTS00132075

• Effective Use of Local Web UI for Setup:

> Guided customer to use local web UI ([REDACTED_PHONE]) to complete router setup despite app failure.

#LTS00132075

Growth Opportunities

• Incorrect Technical Guidance on Router Access:

> Provided wrong admin URL ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local, causing browser error and delayed resolution.

#LTS00131804

• Failure to Perform Basic Troubleshooting:

> Skipped standard WAN troubleshooting steps (modem power-cycle, WAN LED check) despite clear connectivity issues.

#LTS00131693

#LTS00131582

Next Week's Focus

• Improve Accuracy in Technical Guidance: Ensure correct URLs and steps are provided, especially for router access and setup.
• Consistent Collection of Product Information: Always collect model and serial numbers at the start of each call.
• Follow Standard Troubleshooting Flows: Perform basic troubleshooting before escalating or offering paid support.
• Enhance Communication Clarity: Provide clear and concise instructions to avoid confusion and improve customer experience.

Technical Accuracy

• Improvement:

> Incorrectly applied 5-press pairing method to MX8500 series, which only supports Intelligent Mesh via app/web UI. This contradicts KB guidance for Velop MX models.

#LTS00131693

• Improvement:

> Agent failed to clarify the topology requirement for fiber installations, which mandates an ONT between the wall and router. This could mislead the customer and result in setup failure.

#GI00131618

• Improvement:

> Incorrect URL provided caused browser error and delayed resolution. This is a critical protocol error that undermines customer confidence.

#LTS00131804

• Improvement:

> Incorrect reset procedure provided for MR20 model, which does not support 5-press reset. This could confuse the customer and delay resolution.

#LTS00131860

• Strength:

> Accurately communicated the limitation of the Linksys app for EA9450 model, aligning with KB guidance.

#LTS00131624

Coaching Moments

• Improvement:

> Incorrectly applied 5-press pairing method to MX8500 series, which only supports Intelligent Mesh via app/web UI. This contradicts KB guidance for Velop MX models.

> #LTS00131693

• Improvement:

> Agent failed to clarify the topology requirement for fiber installations, which mandates an ONT between the wall and router. This could mislead the customer and result in setup failure.

> #GI00131618

• Improvement:

> Incorrect URL provided caused browser error and delayed resolution. This is a critical protocol error that undermines customer confidence.

> #LTS00131804

• Improvement:

> Incorrect reset procedure provided for MR20 model, which does not support 5-press reset. This could confuse the customer and delay resolution.

> #LTS00131860

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 Saw: MX6200_intermittent to no internet connection. Customer reported intermittent disconnects more than 10 times everyday, with the internet cutting out and the main node changing to red light.
• Why it Escalated: The issue persisted despite initial troubleshooting, requiring advanced diagnostics and intervention.
• Related Call Chain: This was a repeat contact involving multiple agents, indicating ongoing issues that were not fully resolved at Level 1.
• What L2 Did: Level 2 performed advanced troubleshooting, including reviewing system information, attached working sysinfo, and conducted a callback to resolve the issue.
• Current State: The case is resolved.
• L1 Learning Points:

- Collect detailed information on intermittent issues, including exact error messages and LED statuses.

- Verify internet connectivity and perform basic troubleshooting before escalating.

- Document all steps taken and communicate clearly with the customer to avoid repeat contacts.

#LTS00132222 — Resolved by Level 2

• What L1 Saw: No Internet Connection. Customer reported drastic changes in internet speed depending on the area, with some areas only getting 100mbps due to distance from the nodes.
• Why it Escalated: The issue required advanced troubleshooting and potential hardware upgrades.
• Related Call Chain: This was a repeat contact involving multiple agents, indicating ongoing issues that were not fully resolved at Level 1.
• What L2 Did: Level 2 provided guidance on adding more nodes to improve signal strength and offered a complimentary inconvenience node.
• Current State: The case is resolved.
• L1 Learning Points:

- Explain the impact of node distance and interference on internet speed.

- Offer solutions such as adding more nodes to improve connectivity.

- Clearly communicate support options and potential upgrades.

#TE00057780 — Resolved by Level 2

• What L1 Saw: Trouble accessing the app. Customer had issues with one child node disconnected and wanted to put the VPN on the mesh.
• Why it Escalated: The issue required firmware updates and advanced troubleshooting.
• Related Call Chain: This was a repeat contact involving multiple agents, indicating ongoing issues that were not fully resolved at Level 1.
• What L2 Did: Level 2 provided a Beta firmware update and guided the customer through the update process.
• Current State: The case is resolved.
• L1 Learning Points:

- Inform customers about the limitations of certain nodes regarding features like VPN.

- Provide clear instructions for firmware updates and ensure customers understand the process.

- Offer self-help resources and follow-up support as needed.

Coach Appendix

• Highest-Signal Weekly Trend: The week was dominated by connectivity and setup issues, particularly with MX and WHW product families. There is a need for improved accuracy in technical guidance and consistent collection of product information.
• Recurring Technical or Process Pattern: Agents often skipped basic troubleshooting steps and provided incorrect technical guidance, leading to unresolved issues and customer frustration. Focus should be on adhering to standard troubleshooting flows and ensuring accurate information is provided.

This Week's Calls