# kharla.proel — 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 |
| --- | --- | --- | --- | --- | --- |
| 41 | 18m 6s | WHW03 | CONNECTIVITY | 41 | 3 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.10 | 41 |
| Protocol | 1.70 | 41 |
| Communication | 2.10 | 41 |
| Overall | 2.00 | 41 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 2 | 66m 4s | 1.85 | 1.00 | 1.50 | 2.50 | Outlier: 4.0x weekly median handle time |
| MX | 8 | 43m 33s | 1.81 | 2.25 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| SPN | 1 | 38m 18s | 2.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| MBE | 1 | 37m 30s | 2.60 | 2.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| OTHER | 2 | 17m 36s | 2.20 | 3.50 | 2.00 | 1.50 |  |
| MR | 7 | 16m 37s | 2.27 | 1.71 | 1.57 | 2.29 |  |
| RE | 4 | 16m 11s | 2.25 | 1.75 | 1.75 | 2.00 |  |
| WHW | 7 | 15m 39s | 2.36 | 3.00 | 1.71 | 1.71 |  |
| EA | 8 | 15m 32s | 1.86 | 2.00 | 1.71 | 2.14 |  |
| E | 7 | 13m 13s | 1.44 | 1.14 | 1.29 | 1.86 |  |
| WRT | 6 | 12m 26s | 2.30 | 2.33 | 1.67 | 2.33 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 28 | 20m 40s | 1.90 | 2.00 | 1.70 | 2.10 | ✓ |
| ACCESS | 6 | 14m 13s | 1.90 | 2.70 | 1.80 | 1.80 | ✓ |
| CONFIGURATION | 6 | 18m 3s | 2.00 | 2.20 | 1.70 | 2.20 | ✓ |

## 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](https://linksys.happyfox.com/staff/ticket/131947/)  
   Consistently captured model/serial, ISP, and contact details, enabling accurate case documentation.

2. **Empathy and Professional Tone**  
   > *"I understand this has been frustrating. Let’s work through this step by step."*  
   [#LTS00132468](https://linksys.happyfox.com/staff/ticket/132468/)  
   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](https://linksys.happyfox.com/staff/ticket/132334/)  
   **Next Step:** Verify product support status via internal tools *before* declaring end-of-support. Use KB to confirm eligibility and avoid misstatements.

2. **Troubleshooting & Resolution Guidance**  
   > *"Try resetting the router and see if that fixes it."*  
   [#LTS00131880](https://linksys.happyfox.com/staff/ticket/131880/)  
   **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](https://linksys.happyfox.com/staff/ticket/131880/)

**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](https://linksys.happyfox.com/staff/ticket/131929/)

**Improvement**  
> *Agent provided incorrect support URL `support.lincess.com` and repeatedly misstated brand name as “Lincess” and “Skarda”, undermining credibility.*  
[#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/)

---

## Coaching Moments

**Strength**  
> *"Collected full customer contact details including name, phone, email, and device information accurately."*  
[#LTS00131947](https://linksys.happyfox.com/staff/ticket/131947/)  

**Improvement**  
> *"Skipped standard troubleshooting steps (e.g., power-cycle, WAN check, reset) and failed to provide actionable next steps or self-help resources."*  
[#LTS00131880](https://linksys.happyfox.com/staff/ticket/131880/)  

---

## Escalation Lessons: What L2 Did

### [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) — 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](https://linksys.happyfox.com/staff/ticket/132488/) — 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](https://linksys.happyfox.com/staff/ticket/132505/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#LTS00131880](https://linksys.happyfox.com/staff/ticket/131880/) | 2026-06-02 | 1.6 | INBOUND | E7350 | CONNECTIVITY | Abandoned or vague |
| [#LTS00131881](https://linksys.happyfox.com/staff/ticket/131881/) | 2026-06-02 | 1.9 | INBOUND | LN1200 | CONNECTIVITY | Pending resolution |
| [#LTS00131929](https://linksys.happyfox.com/staff/ticket/131929/) | 2026-06-02 | 1.8 | INBOUND | WRT1200AC | ACCESS | Abandoned or vague |
| [#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/) | 2026-06-02 | 1.6 | INBOUND | RE6300 | CONFIGURATION | Abandoned or vague |
| [#LTS00131943](https://linksys.happyfox.com/staff/ticket/131943/) | 2026-06-02 | 1.0 | INBOUND | E2500 | CONFIGURATION | Abandoned or vague |
| [#LTS00131946](https://linksys.happyfox.com/staff/ticket/131946/) | 2026-06-02 | 1.8 | INBOUND | RE6350 | CONFIGURATION | Pending resolution |
| [#LTS00131947](https://linksys.happyfox.com/staff/ticket/131947/) | 2026-06-02 | 2.8 | INBOUND | RE6400 | CONFIGURATION | Closed with self-help |
| [#LTS00131950](https://linksys.happyfox.com/staff/ticket/131950/) | 2026-06-02 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#LTS00132086](https://linksys.happyfox.com/staff/ticket/132086/) | 2026-06-03 | 1.7 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague |
| [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) | 2026-06-03 | 1.8 | INBOUND | WHW03 | ACCESS | Callback or followup set |
| [#LTS00132111](https://linksys.happyfox.com/staff/ticket/132111/) | 2026-06-03 | 2.8 | INBOUND | MX2000 | CONNECTIVITY | Pending resolution |
| [#LTS00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 2026-06-03 | 1.1 | INBOUND | MX6200 | CONFIGURATION | Abandoned or vague |
| [#LTS00132146](https://linksys.happyfox.com/staff/ticket/132146/) | 2026-06-03 | 1.8 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague |
| [#LTS00132156](https://linksys.happyfox.com/staff/ticket/132156/) | 2026-06-04 | 1.8 | INBOUND | EA8300 | CONNECTIVITY | Abandoned or vague |
| [#LTS00132160](https://linksys.happyfox.com/staff/ticket/132160/) | 2026-06-04 | 2.8 | INBOUND | MR9000 | CONNECTIVITY | Closed with self-help |
| [#LTS00132164](https://linksys.happyfox.com/staff/ticket/132164/) | 2026-06-04 | 1.1 | INBOUND | EA9500 | CONNECTIVITY | Abandoned or vague |
| [#LTS00132330](https://linksys.happyfox.com/staff/ticket/132330/) | 2026-06-04 | 3.2 | INBOUND | WRT1900ACS | CONFIGURATION | Closed with self-help |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-04 | 1.8 | INBOUND | E1200 | ACCESS | Closed with self-help |
| [#LTS00132291](https://linksys.happyfox.com/staff/ticket/132291/) | 2026-06-04 | 2.8 | INBOUND | MR6350 | CONFIGURATION | Incorrectly closed |
| [#LTS00132468](https://linksys.happyfox.com/staff/ticket/132468/) | 2026-06-04 | 2.8 | INBOUND | MR6350 | ACCESS | Closed with self-help |
| [#LTS00132472](https://linksys.happyfox.com/staff/ticket/132472/) | 2026-06-04 | 2.8 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) | 2026-06-05 | 2.6 | INBOUND | WUSB6300 | CONNECTIVITY | Escalated correctly |
| [#LTS00132496](https://linksys.happyfox.com/staff/ticket/132496/) | 2026-06-05 | — | INBOUND | EA6350 | ACCESS | — |
| [#LTS00132493](https://linksys.happyfox.com/staff/ticket/132493/) | 2026-06-05 | 1.8 | INBOUND | WRT3200ACM | ACCESS | Abandoned or vague |
| [#LTS00132499](https://linksys.happyfox.com/staff/ticket/132499/) | 2026-06-05 | 2.8 | INBOUND | MR9000 | CONNECTIVITY | Closed with self-help |
| [#LTS00132501](https://linksys.happyfox.com/staff/ticket/132501/) | 2026-06-05 | 1.4 | INBOUND | EA9500 | CONFIGURATION | Abandoned or vague |
| [#LTS00132503](https://linksys.happyfox.com/staff/ticket/132503/) | 2026-06-05 | 1.4 | INBOUND | E2500 | CONNECTIVITY | Abandoned or vague |
| [#TE00132505](https://linksys.happyfox.com/staff/ticket/132505/) | 2026-06-06 | 1.8 | INBOUND | LN3121 | CONNECTIVITY | Escalated correctly |