kharla.proel — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 66m 4s; outlier: 4.0x weekly median handle time.
• MX is the slowest family at 43m 33s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve technical accuracy in model identification and troubleshooting steps.
• Ensure adherence to protocol and structured troubleshooting flow.
• Provide clear, actionable next steps and self-help resources.

What Went Well

1. Customer Information Collection

> "Thank you for calling Linksys, this is Carla. How may I help you? Okay. So you're trying to set up a range extender... Can I have the model number and serial number of your Linksys device?"

#LTS00131947

Consistently captured model/serial, ISP, and contact details, enabling accurate case documentation.

1. Empathy and Professional Tone

> "I understand this has been frustrating. Let’s work through this step by step."

#LTS00132468

Maintained calm, respectful communication even during complex troubleshooting.

Growth Opportunities

1. Technical Accuracy & Protocol Adherence

> "The EA9500 is end-of-support, so we can’t troubleshoot further."

#LTS00132334

Next Step: Verify product support status via internal tools before declaring end-of-support. Use KB to confirm eligibility and avoid misstatements.

1. Troubleshooting & Resolution Guidance

> "Try resetting the router and see if that fixes it."

#LTS00131880

Next Step: Follow structured troubleshooting flow (e.g., power-cycle → WAN check → factory reset) and confirm outcomes before closing. Provide self-help resources (e.g., KB articles) for repeatable fixes.

Next Week's Focus

• Verify product models and warranty status before any troubleshooting or support eligibility discussion.
• Use structured troubleshooting scripts for connectivity/access issues (e.g., WAN LED check, modem power-cycle).
• Document and share successful self-help paths (e.g., myrouter.local access, recovery key usage).
• Escalate early for recurring unresolved issues (e.g., LN/MX mesh nodes) to reduce handle time and improve resolution rates.

Technical Accuracy

Improvement

Agent misidentified the product model (ECO-7350 vs MR7350) and failed to clarify it is an MR7350, a known AX/Max-Stream model. Serial number was inaccurately captured despite phonetic spelling. Provided a malformed and potentially unsafe support URL.

#LTS00131880

Improvement

Agent incorrectly claimed WRT1200AC is end-of-support, which is false. Misidentified iPhone as Android device. Advised toggling mobile data, which has no bearing on WPA2/WPA3 Wi‑Fi security negotiation.

#LTS00131929

Improvement

Agent provided incorrect support URL support.lincess.com and repeatedly misstated brand name as “Lincess” and “Skarda”, undermining credibility.

#LTS00131936

Coaching Moments

Strength

"Collected full customer contact details including name, phone, email, and device information accurately."

#LTS00131947

Improvement

"Skipped standard troubleshooting steps (e.g., power-cycle, WAN check, reset) and failed to provide actionable next steps or self-help resources."

#LTS00131880

Escalation Lessons: What L2 Did

#TE00124455 — Pending with Level 2

• What L1 saw: MBE7000 with slow internet; customer couldn’t access web UI.
• Why it escalated: L1 misidentified model, skipped WAN diagnostics, and prematurely pushed paid support.
• What L2 did: Reviewed case, identified need for advanced WAN diagnostics, and scheduled callback for deeper troubleshooting.
• L1 learning points:

1. Confirm model (MBE7000 vs MR7350) before troubleshooting.

2. Perform WAN-side diagnostics (e.g., PPPoE settings, VLAN checks).

3. Avoid premature paid-support offers; exhaust free troubleshooting paths first.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 adapter drops under warranty.
• Why it escalated: L1 declared end-of-support incorrectly and failed to verify warranty.
• What L2 did: Validated warranty, initiated RMA process, and provided refund options.
• L1 learning points:

1. Use serial number to check warranty status via internal tools.

2. Never assume end-of-support without verification.

3. Document warranty-eligible cases for seamless L2 handoff.

#TE00132505 — Pending with Level 2

• What L1 saw: MR55WH wireless failure with multiple devices affected.
• Why it escalated: L1 exceeded escalation threshold but provided vague next steps.
• What L2 did: Requested network logs and scheduled advanced troubleshooting.
• L1 learning points:

1. For multi-device wireless failures, collect logs early.

2. Provide clear escalation handoff with timeline (e.g., “callback Monday 5:30 PM PT”).

3. Avoid vague promises like “we’ll raise this to the team” without case updates.

Coach Appendix

Internal use only.

• Weekly trend: Call volume up 51%, handle time down 62s. Focus on technical accuracy (model identification, URL correctness) and protocol adherence (structured troubleshooting).
• Recurring pattern: LN/MX product calls show longest handle times and lowest resolution rates. Prioritize training on mesh diagnostics and WAN checks for these families.
• Evidence: See Growth Opportunities and Escalation Lessons for specific call references.

This Week's Calls