limuel.saura — 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 |
|---|---|---|---|---|---|
| 26 | 23m 18s | WHW03 | SETUP | 26 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.50 | 26 |
| Protocol | 1.90 | 26 |
| Communication | 2.00 | 26 |
| Overall | 2.20 | 26 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 3 | 50m 56s | 2.10 | 3.00 | 1.67 | 2.00 | Outlier: 2.5x weekly median handle time |
| LN | 1 | 47m 45s | 2.90 | 3.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| EA | 3 | 30m 15s | 2.20 | 2.33 | 2.00 | 2.00 | |
| WHW | 9 | 25m 1s | 1.97 | 1.89 | 1.67 | 1.78 | |
| MX | 7 | 15m 49s | 2.91 | 3.86 | 2.29 | 2.43 | |
| RE | 1 | 14m 14s | 2.80 | 1.00 | 2.00 | 2.00 | |
| MR | 4 | 11m 24s | 1.70 | 2.25 | 1.50 | 2.00 | |
| E | 2 | 10m 48s | 1.80 | 2.50 | 1.50 | 2.00 |
Key Observations
- SPN is the slowest family at 50m 56s; outlier: 2.5x weekly median handle time.
- LN is the slowest family at 47m 45s; outlier: 2.3x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 10 | 31m 6s | 2.00 | 2.20 | 1.80 | 2.00 | ✓ |
| CONNECTIVITY | 8 | 25m 8s | 2.10 | 2.60 | 1.90 | 2.00 | ✓ |
| CONFIGURATION | 4 | 17m 2s | 2.40 | 3.00 | 2.00 | 2.20 | |
| ACCESS | 2 | 17m 30s | 1.80 | 1.50 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Improve accuracy in technical guidance, especially model-specific instructions.
- Enhance protocol adherence (collect model/serial, verify warranty, create cases).
- Reduce incorrect technical statements and ensure KB-aligned guidance.
- Improve troubleshooting completeness before escalation or closure.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
No transcript highlights available for this week.
Next Week's Focus
* Confirm model/serial and warranty status before proceeding with troubleshooting.
* Complete full diagnostic flow for WAN issues (modem reboot, signal check, MAC verification).
* Apply model-specific reset procedures (e.g., 10s for WHW03, 15s for MX6200).
* Document all steps and outcomes in HappyFox before escalating or closing cases.
Technical Accuracy
Improvement
Incorrectly stated that solid white Linksys logo means internet is active on EA9300; contradicts KB (solid white only indicates power/basic operation).
Improvement
Failed to verify WAN connectivity before advising ISP contact on WHW03; no basic diagnostics performed (e.g., WAN status, MAC cloning).
Improvement
Incorrect URLs caused confusion and wasted troubleshooting time on WHW03V2.
Improvement
Provided materially false information to customer regarding remote access support.
Improvement
Misleading password guidance could prevent customer from accessing router admin interface.
Coaching Moments
No remaining coaching moments to surface after Technical Accuracy.
Escalation Lessons: What L2 Did
#TE00131721 — Resolved by Level 2
* What L1 saw: Customer replaced Gigaclear-provided SPNMX55 with NB7000 mesh nodes; child node solid red, no internet. L1 misidentified model, did not verify WAN status, advised ISP contact.
* Why it escalated: L1 failed to confirm WAN connectivity or perform basic diagnostics before escalating.
* Related call chain: Single contact; L1 closed with callback to ISP.
* What L2 did: Verified WAN status, performed MAC cloning, reconfigured ISP settings, and confirmed internet via web UI.
* Current state: Resolved.
* L1 learning points: Always verify WAN status and perform MAC cloning for fiber ISPs; use model-specific diagnostics before escalating.
#TE00097428 — Resolved by Level 2
* What L1 saw: Customer unable to access EA7500 UI; device out-of-warranty. L1 incorrectly claimed remote access discontinued.
* Why it escalated: L1 provided false information about support options.
* Related call chain: Multiple contacts; L1 and L2 interactions.
* What L2 did: Confirmed remote access still supported, guided customer through local access via myrouter.local, and updated KB article.
* Current state: Resolved.
* L1 learning points: Verify support options against KB; never state features are discontinued without confirmation.
#TE00115573 — Updated by Level 2
* What L1 saw: MX6200 child node dropping internet; required manual relocation. L1 collected logs but did not troubleshoot.
* Why it escalated: L1 did not perform standard mesh troubleshooting (reset, re-pair, signal check).
* Related call chain: Escalation after initial L1 attempt; callback promised.
* What L2 did: Guided customer through factory reset, 5-press pairing, and signal optimization; captured sysinfo logs.
* Current state: Updated; awaiting customer confirmation.
* L1 learning points: Perform mesh-specific troubleshooting before escalation; capture sysinfo logs proactively.
#LTS00132249 — Resolved by Level 2
* What L1 saw: SPNM60CF connectivity issues; phones unable to join network. L1 changed Wi‑Fi security mode without WAN check.
* Why it escalated: Issue persisted after security mode change; L1 skipped WAN verification.
* Related call chain: Single escalation.
* What L2 did: Verified WAN connectivity, reconfigured security to match ISP requirements, and guided device re-association.
* Current state: Resolved.
* L1 learning points: Always verify WAN before adjusting Wi‑Fi settings; confirm ISP security requirements.
Coach Appendix
Primary weekly trend: Accuracy improved significantly year-over-year, but protocol adherence and technical precision require reinforcement. Key gaps include model-specific diagnostics, WAN verification, and accurate feature communication. Focus next week on structured troubleshooting flows and KB validation before advice or escalation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00121380 | 2026-06-01 12:31 | 2.3 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague |
| #LTS00131599 | 2026-06-01 14:16 | 1.0 | INBOUND | MR6350 | SETUP | Abandoned or vague |
| #LTS00131623 | 2026-06-01 14:46 | 2.8 | INBOUND | WHW03 | SETUP | Closed with self-help |
| #LTS00132276 | 2026-06-01 14:55 | 4.0 | INBOUND | MX6200 | CONFIGURATION | Closed with self-help |
| #LTS00131652 | 2026-06-01 17:19 | 1.8 | INBOUND | WHW03 | CONFIGURATION | Pending resolution |
| #LTS00131657 | 2026-06-01 17:56 | 2.2 | INBOUND | E1200 | SETUP | Abandoned or vague |
| #LTS00131669 | 2026-06-01 18:42 | 1.2 | INBOUND | MR7350 | SETUP | Abandoned or vague |
| #LTS00131698 | 2026-06-01 20:35 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague |
| #LTS00131703 | 2026-06-01 20:49 | 2.9 | INBOUND | LN1100 | CONNECTIVITY | Closed with self-help |
| #TE00131721 | 2026-06-01 22:35 | 1.8 | INBOUND | EA9300 | SETUP | Callback set |
| #LTS00131923 | 2026-06-01 23:59 | 1.0 | INBOUND | WHW03 | SETUP | Closed with self-help |
| #LTS00131923 | 2026-06-02 00:11 | 1.0 | INBOUND | WHW03 | SETUP | Closed with self-help |
| #GI00131826 | 2026-06-02 14:55 | 2.2 | INBOUND | WHW01 | CONFIGURATION | Pending resolution |
| #LTS00131832 | 2026-06-02 15:21 | 1.4 | INBOUND | E5350 | CONNECTIVITY | Abandoned or vague |
| #GI00131851 | 2026-06-02 16:10 | 1.6 | INBOUND | ACCESS | Pending resolution |
| [#LTS00131868](https://linksys.h