# Vincent — 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 |
| --- | --- | --- | --- | --- | --- |
| 2 | 42m 23s | MR2000 | CONNECTIVITY | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.50 | 2 |
| Protocol | 2.00 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.90 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 38m 47s | 1.40 | 1.00 | 2.00 | 2.00 |  |

**Key Observations**
- MR is one of the slowest families at 38m 47s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 38m 47s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
| ACCESS | 1 | 45m 59s | 2.40 | 2.00 | 2.00 | 3.00 | ✓ |

## Week-over-Week Movement
- Correct reset procedures for MR2000 and SPNM routers
- Verification of model number, serial number, and warranty status
- Confirmation of issue resolution before call closure

## What Went Well

No transcript highlights available for this week.

## Growth Opportunities

**Improvement: Confirm router model and use correct reset procedure before instructing customers**

> You're going to perform what we call the five press method. Press release, wait a second, press release, wait a second, five times on the reset button.

[#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/)

*Next step: Verify the exact model number and consult KB articles for model-specific reset procedures before guiding customers. For MR2000, use the 10-second reset; for SPNM, use the Pair-button method.*

**Improvement: Collect and verify essential device information before proceeding**

> am I right? what is the issue about? it doesn't. is this happening to all devices or selected devices only?

[#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/)

*Next step: Systematically ask for model number, serial number, warranty status, and current firmware version at the start of every call to enable accurate troubleshooting.*

## Next Week's Focus

- Confirm product model and serial number within the first 60 seconds of every call
- Use model-specific reset procedures: 10-second reset for MR series, Pair-button method for SPNM family
- Verify issue resolution with the customer before closing any call, asking "Is everything working as expected now?"
- Document all troubleshooting steps and outcomes in HappyFox for better escalation context

## Technical Accuracy

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
[#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/)

**Improvement** Provided incorrect 5-press reset instructions for SPNM-family router (KB specifies Pair-button method only). Did not collect model number, serial number, or warranty status.  
[#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/)

**Strength** Provided clear explanation of the difference between Wi-Fi password and Linksys account login, reducing customer confusion.  
[#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/)

## 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 trend this week is inconsistent application of reset procedures across MR and SPNM product families, leading to unresolved issues and customer confusion. Key patterns to address in next coaching: failure to collect model/serial/warranty data before troubleshooting, and insufficient verification of resolution before call closure. Focus next week on model-specific troubleshooting protocols and resolution confirmation habits.

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/) | 2026-05-29 02:31:15+00:00 | 1.4 | INBOUND | MR2000 | CONNECTIVITY | ⏳ Pending |
| [#LTS00114431](https://linksys.happyfox.com/staff/ticket/114431/) | 2026-05-29 14:19:51+00:00 | 2.4 | INBOUND |  | ACCESS | ⏳ Pending |