aysah.bagumbaran — 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 |
|---|---|---|---|---|---|
| 26 | 17m 29s | WHW03 | SETUP | 26 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.23 | 26 |
| Protocol | 1.81 | 26 |
| Communication | 2.31 | 26 |
| Overall | 2.31 | 26 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 4 | 32m 9s | 2.07 | 1.33 | 1.67 | 2.33 | Outlier: 2.1x weekly median handle time |
| E | 4 | 26m 24s | 2.20 | 3.00 | 1.75 | 2.00 | Outlier: 1.8x weekly median handle time |
| WHW | 8 | 24m 34s | 2.14 | 2.00 | 1.38 | 2.00 | Outlier: 1.6x weekly median handle time |
| EA | 3 | 15m 36s | 2.47 | 1.33 | 2.33 | 2.67 | |
| MR | 6 | 14m 19s | 1.88 | 1.60 | 1.60 | 2.40 | |
| OTHER | 1 | 14m 0s | 3.40 | 5.00 | 3.00 | 3.00 | |
| RE | 3 | 8m 0s | 2.47 | 3.33 | 2.00 | 2.33 | |
| MBE | 1 | 3m 59s | 2.80 | 2.00 | 3.00 | 2.00 |
Key Observations
- MX is the slowest family at 32m 9s; outlier: 2.1x weekly median handle time.
- E is the slowest family at 26m 24s; outlier: 1.8x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 8 | 16m 55s | 2.10 | 2.12 | 1.75 | 2.25 | ✓ |
| CONNECTIVITY | 7 | 25m 19s | 2.11 | 2.14 | 1.71 | 2.29 | ✓ |
| GENERAL INQUIRY | 4 | 9m 41s | 2.18 | 2.25 | 2.00 | 2.25 | |
| CONFIGURATION | 3 | 18m 6s | 2.67 | 2.67 | 2.33 | 2.67 | |
| ACCESS | 2 | 22m 35s | 2.40 | 3.00 | 1.50 | 2.00 |
Week-over-Week Movement
- Overall moved up 0.30 vs. last week.
- Accuracy moved up 0.39 vs. last week.
- Protocol moved up 0.17 vs. last week.
- Average handle time moved up by 1m 06s.
- Family swing: E handle time moved up by 18m 54s vs. last week.
- Family swing: MBE handle time moved down by 14m 10s vs. last week.
- Family swing: WHW handle time moved up by 9m 19s vs. last week.
What Went Well
Clear communication of self-help paths
Provided accurate step-by-step instructions for accessing router UI and renaming SSIDs via http://[REDACTED_PHONE] (Call ID: 5fb8b17a-5933-11f1-8a65-42010a62006f).
Accurate technical guidance for unmanaged switches
Correctly identified SE3005 as an unmanaged switch with no firewall capabilities and directed customer to adjust firewall settings on their router (Call ID: 70cd1886-5ad5-11f1-ade0-42010a62006f).
Growth Opportunities
Incorrect technical information and model misidentification
Provided materially false technical information: claimed WHW03 is no longer supported by the Linksys app due to firmware/cloud changes (Call ID: 9d089b1c-5929-11f1-804e-42010a623f91), and misidentified router model as E-5400 (Call ID: 16c12d9a-5950-11f1-83f8-42010a623f91).
PCI compliance violations and unsupported troubleshooting methods
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.
Next Week's Focus
- Review and verify product model and firmware compatibility before providing technical guidance.
- Ensure PCI compliance by avoiding collection of sensitive payment information over unsecured channels.
- Follow standard troubleshooting procedures for mesh systems and avoid unsupported methods like the 5-press pairing.
Technical Accuracy
Improvement Provided materially false technical information: claimed WHW03 is no longer supported by the Linksys app due to firmware/cloud changes (Call ID: 9d089b1c-5929-11f1-804e-42010a623f91). This contradicts KB guidance. #LTS00130915
Improvement Incorrectly stated that guest Wi-Fi on EA7300 uses HTTP authentication instead of standard WPA2 password protection (Call ID: 5d75d12e-5918-11f1-9249-42010a623f91). #LTS00130889
Improvement Incorrect registration URLs provided, which are not valid Linksys domains. #TE00130759
Improvement PCI compliance violation: collected full credit-card details over unsecured line (Call ID: 23b9c46e-59ee-11f1-804e-42010a623f91). #LTS00131057
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00130759 — Callback
What L1 saw: slow speed & poor range Model Number: MX2000 Serial Number: 50D10M26C20394 Warranty Start Date: Feb 9, 2023 based on SNLT Order Date: May 1, 2026 cx just setup his nodes his issue is that he’s getting a slow speed & poor range asked cx for the SN checked on SNLT > not registered get & verify cx contact details as per cx he got it 3 days ago asked cx for a proof of purchase cx registered the product tried to probe cx more & assist him but cx prefers to tal...
Why it escalated: Escalation trigger was not explicit in the available notes.
Related call chain: This was a repeat contact, callback, another L1 handoff, or escalation after an earlier closure.
What L2 did: - use another server in testing the speed - the devices used during the speed test are getting RSSI that's beyond the acceptable treshold - test the connection of the device while close to the parent node - express forwarding TE00130759 Andy Dixit [REDACTED_EMAIL] [REDACTED_PHONE] MX2000 50D10M26C20394 Optimum (Suddenlnk) - follow up call at 12:50 am MNL - the phone rings - heard the auto callback disclaimer - he was able to answer the call - told him that I was able to discuss his ticket with t...
Current state: Callback
L1 learning points: - Collect model/serial/firmware/topology - Verify LED state - Confirm modem/ISP handoff - Validate warranty/RMA inputs - Document exact troubleshooting sequence - Try a specific safe troubleshooting branch
#TE00131076 — Resolved
What L1 saw: unable to access the APP remotely Model Number: MR5500 Serial Number: 45K10M28C00555 ISP: Verizon Customer unable to access his cloud account remotely Customer Reset the password 3 times now the account got locked out Ask L2 tech about this L2 tech mention let the customer wait for 24 hours and try it again but if the issue is still there then we need to escalate the issue * Ask the customer if we can use his computer and acces...
Why it escalated: Escalation trigger was not explicit in the available notes.
Related call chain: This was a repeat contact, callback, another L1 handoff, or escalation after an earlier closure.
What L2 did: - Callback process 6:19 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per client he wants to access the router remotely via the app - Inform client that the LSW account access has been discontinued - But place call on hold to verify resources - Check article https://support.linksys.com/kb/article/9634-en/ - Inform client that LinksysSmartWiFi.com page is discontinued and also the remote access via app - Mention to...
Current state: Resolved
L1 learning points: - Collect model/serial/firmware/topology - Verify LED state - Confirm modem/ISP handoff - Validate warranty/RMA inputs - Document exact troubleshooting sequence - Try a specific safe troubleshooting branch
Coach Appendix
No additional coach-only appendix material was extracted this week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00130724 | 2026-05-25 14:21:54+00:00 | 3.00 | INBOUND | MR8300 | GENERAL INQUIRY | ✓ Resolved |
| #LTS00130731 | 2026-05-25 15:02:43+00:00 | 1.70 | INBOUND | MR9000 | SETUP | ↑ Escalated |
| #LTS00130754 | 2026-05-25 17:04:22+00:00 | 2.80 | INBOUND | RE9000 | SETUP | ↻ Callback set |
| #TE00130759 | 2026-05-25 18:32:19+00:00 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | Callback from a Level 2 technician within 2-3 hours. |
| #LTS00130772 | 2026-05-25 20:11:55+00:00 | 3.00 | INBOUND | EA8300 | ACCESS | ✓ Likely resolved |
| #GI00130724 | 2026-05-26 00:21:31+00:00 | 1.50 | INBOUND | MR8300 | CONNECTIVITY | No resolution achieved. Customer instructed to reconnect to Wi-Fi after IPv6 was disabled, but no speed improvement confirmed. No escalation, callback, or follow-up scheduled. |
| #GI00130724 | 2026-05-26 13:09:54+00:00 | 1.40 | INBOUND | MX6200 | GENERAL INQUIRY | No resolution or next step provided. |
| #LTS00130889 | 2026-05-26 15:34:20+00:00 | 3.00 | INBOUND | EA7300 | CONFIGURATION | ✓ Likely resolved |
| #LTS00130903 | 2026-05-26 16:39:22+00:00 | 2.00 | INBOUND | WHW03 | ACCESS | No successful resolution; advised password reset and WPS setup but did not verify either succeeded. No concrete next step provided. |
| #LTS00130915 | 2026-05-26 17:37:48+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| #GI00130919 | 2026-05-26 18:03:45+00:00 | 2.80 | INBOUND | MBE7002 | GENERAL INQUIRY | ✓ Resolved |
| #LTS00130930 | 2026-05-26 18:47:40+00:00 | 3.60 | INBOUND | WHW03 | CONFIGURATION | ✓ Likely resolved |
| #LTS00130947 | 2026-05-26 19:44:44+00:00 | 3.00 | INBOUND | MX6200 | CONFIGURATION | ✓ Likely resolved |
| #LTS00130953 | 2026-05-26 20:04:43+00:00 | 3.00 | INBOUND | E8450 | CONNECTIVITY | ✓ Likely resolved |
| #LTS00130960 | 2026-05-26 20:52:06+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved |
| #LTS00130974 | 2026-05-26 22:13:13+00:00 | 2.50 | INBOUND | E5400 | CONNECTIVITY | No resolution achieved; no fallback path provided if update fails. |
| #LTS00131057 | 2026-05-27 17:04:36+00:00 | 1.30 | INBOUND | WHW01 | CONNECTIVITY | No valid resolution achieved. Correct steps: factory reset child node (10-second reset button press), then pair via Pair button or web UI Add Node. Verify LED states: solid white = online, solid red = disconnected. Avoid 5-press method. |
| #LTS00131072 | 2026-05-27 17:53:43+00:00 | 1.80 | INBOUND | E7350 | CONNECTIVITY | No resolution achieved. Customer unable to complete diagnostic steps and no operational closure path established. |
| #GI00131079 | 2026-05-27 19:02:24+00:00 | 3.00 | INBOUND | GENERAL INQUIRY | ✓ Resolved | |
| #LTS00131075 | 2026-05-27 20:04:47+00:00 | 1.40 | INBOUND | EA6900 | CONNECTIVITY | No resolution achieved and no concrete next step provided. |
| #LTS00131072 | 2026-05-28 00:34:08+00:00 | 1.50 | INBOUND | E7350 | CONNECTIVITY | None; call ended without any guidance. |
| #LTS00131126 | 2026-05-28 14:10:25+00:00 | INBOUND | MR7350 | CONNECTIVITY | ||
| #LTS00131241 | 2026-05-28 15:24:25+00:00 | INBOUND | MX2000 | SETUP | ||
| #LTS00131263 | 2026-05-28 16:44:24+00:00 | 1.40 | INBOUND | MR8300 | CONFIGURATION | Agent advised customer to provide MAC address from router label to ISP. No troubleshooting or KB-based guidance was provided. |
| #LTS00131254 | 2026-05-28 17:07:44+00:00 | 1.60 | INBOUND | WHW03 | SETUP | Paid support transaction processed; technical assistance to be provided later. |
| #LTS00131254 | 2026-05-28 17:23:20+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | Customer told to attempt reset and 5-press pairing on their own; no further support offered. |
| #TE00131076 | 2026-05-28 19:10:31+00:00 | 1.80 | INBOUND | MR5500 | ACCESS | Case escalated to Level-2 technician with callback expected within two hours. No technical resolution achieved. |
| #LTS00131303 | 2026-05-28 19:47:04+00:00 | 1.30 | INBOUND | RE6300 | SETUP | Offered paid support ($15) without troubleshooting or self-help resources. |
| #LTS00131316 | 2026-05-28 20:22:23+00:00 | 3.40 | INBOUND | SE3005 | CONFIGURATION | ✓ Resolved |
| #LTS00108836 | 2026-05-29 00:07:44+00:00 | 3.30 | INBOUND | RE6700 | SETUP | ✓ Likely resolved |