Regin Magnetico — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 7m 25s | VLP01 | CONNECTIVITY | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.30 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 7m 25s | 1.30 | 1.00 | 1.00 | 2.00 |
Key Observations
- OTHER is one of the slowest families at 7m 25s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 7m 25s | 1.30 | 1.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Correct product support information and eligibility
- Standard troubleshooting for performance issues
- Accurate model identification and warranty verification
What Went Well
While the overall performance this week shows areas needing improvement, there were a few positive elements observed:
Agent used a polite greeting and attempted to collect customer contact information.
Agent asked for the serial number and attempted to confirm the number of nodes, showing initial effort to gather data.
These are good foundational practices that should be maintained and built upon next week.
Growth Opportunities
1. Provide accurate product support information and eligibility
The agent incorrectly stated the VLP01 is end-of-life and no longer supported, which is factually false per Linksys KB. What good looks like: Verify product support status using official KB resources before making claims, and confirm warranty eligibility before discussing support options.
2. Implement standard troubleshooting for performance issues
No troubleshooting steps were performed for the reported speed/performance issue. What good looks like: Follow the standard mesh performance troubleshooting flow: verify node count and placement, run speed tests on each node, check signal strength, and validate mesh configuration before considering hardware replacement.
Next Week's Focus
- Verify product support status: Before discussing any product, check official Linksys KB to confirm current support status and warranty coverage.
- Follow mesh performance troubleshooting flow: For speed/performance issues on mesh networks, always run speed tests, check signal strength, and validate node configuration before suggesting hardware replacement.
- Accurate model identification: When a customer provides a model number, confirm it clearly and double-check against product databases to avoid misidentification.
- Document all troubleshooting steps: Even if resolution isn't achieved, document every step taken to provide context for follow-up or escalation.
Technical Accuracy
Improvement
- Agent incorrectly stated the VLP01 is end-of-life and no longer supported, which is factually false per Linksys KB. No troubleshooting was performed for the reported performance issue.
Improvement
- Agent failed to correctly identify the model number despite customer stating 'V-L-P-Zero-One' and instead referenced non-existent 'VLN01'. No warranty verification or support eligibility discussion occurred.
No dedicated technical accuracy signals were extracted this week beyond what's covered above. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
The highest-signal weekly trend shows a critical need for improved product knowledge verification and structured troubleshooting processes. The single call this week demonstrates patterns of incorrect product information delivery, failed model identification, and absence of standard troubleshooting for performance issues—all of which directly contributed to the low overall score (1.3) and unresolved customer outcome. Focus for next coaching should emphasize factual product validation protocols and mesh performance troubleshooting workflows to prevent repeat instances of misinformation and inadequate support.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131484 | 2026-05-29 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | Advised return and purchase new hardware, no troubleshooting provided |