# 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).* [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) ### **Improvement** *Failed to verify WAN connectivity before advising ISP contact on WHW03; no basic diagnostics performed (e.g., WAN status, MAC cloning).* [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) ### **Improvement** *Incorrect URLs caused confusion and wasted troubleshooting time on WHW03V2.* [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) ### **Improvement** *Provided materially false information to customer regarding remote access support.* [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) ### **Improvement** *Misleading password guidance could prevent customer from accessing router admin interface.* [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) --- ## Coaching Moments *No remaining coaching moments to surface after Technical Accuracy.* --- ## Escalation Lessons: What L2 Did ### [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) — 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](https://linksys.happyfox.com/staff/ticket/97428/) — 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](https://linksys.happyfox.com/staff/ticket/115573/) — 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](https://linksys.happyfox.com/staff/ticket/132249/) — 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](https://linksys.happyfox.com/staff/ticket/121380/) | 2026-06-01 12:31 | 2.3 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131599](https://linksys.happyfox.com/staff/ticket/131599/) | 2026-06-01 14:16 | 1.0 | INBOUND | MR6350 | SETUP | Abandoned or vague | | [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) | 2026-06-01 14:46 | 2.8 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-01 14:55 | 4.0 | INBOUND | MX6200 | CONFIGURATION | Closed with self-help | | [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) | 2026-06-01 17:19 | 1.8 | INBOUND | WHW03 | CONFIGURATION | Pending resolution | | [#LTS00131657](https://linksys.happyfox.com/staff/ticket/131657/) | 2026-06-01 17:56 | 2.2 | INBOUND | E1200 | SETUP | Abandoned or vague | | [#LTS00131669](https://linksys.happyfox.com/staff/ticket/131669/) | 2026-06-01 18:42 | 1.2 | INBOUND | MR7350 | SETUP | Abandoned or vague | | [#LTS00131698](https://linksys.happyfox.com/staff/ticket/131698/) | 2026-06-01 20:35 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131703](https://linksys.happyfox.com/staff/ticket/131703/) | 2026-06-01 20:49 | 2.9 | INBOUND | LN1100 | CONNECTIVITY | Closed with self-help | | [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) | 2026-06-01 22:35 | 1.8 | INBOUND | EA9300 | SETUP | Callback set | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-01 23:59 | 1.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-02 00:11 | 1.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#GI00131826](https://linksys.happyfox.com/staff/ticket/131826/) | 2026-06-02 14:55 | 2.2 | INBOUND | WHW01 | CONFIGURATION | Pending resolution | | [#LTS00131832](https://linksys.happyfox.com/staff/ticket/131832/) | 2026-06-02 15:21 | 1.4 | INBOUND | E5350 | CONNECTIVITY | Abandoned or vague | | [#GI00131851](https://linksys.happyfox.com/staff/ticket/131851/) | 2026-06-02 16:10 | 1.6 | INBOUND | | ACCESS | Pending resolution | | [#LTS00131868](https://linksys.h