# 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](https://linksys.happyfox.com/staff/ticket/130915/) **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](https://linksys.happyfox.com/staff/ticket/130889/) **Improvement** Incorrect registration URLs provided, which are not valid Linksys domains. [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) **Improvement** PCI compliance violation: collected full credit-card details over unsecured line (Call ID: 23b9c46e-59ee-11f1-804e-42010a623f91). [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) — 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](https://linksys.happyfox.com/staff/ticket/131076/) — 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](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-25 14:21:54+00:00 | 3.00 | INBOUND | MR8300 | GENERAL INQUIRY | ✓ Resolved | | [#LTS00130731](https://linksys.happyfox.com/staff/ticket/130731/) | 2026-05-25 15:02:43+00:00 | 1.70 | INBOUND | MR9000 | SETUP | ↑ Escalated | | [#LTS00130754](https://linksys.happyfox.com/staff/ticket/130754/) | 2026-05-25 17:04:22+00:00 | 2.80 | INBOUND | RE9000 | SETUP | ↻ Callback set | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-25 18:32:19+00:00 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | Callback from a Level 2 technician within 2-3 hours. | | [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/) | 2026-05-25 20:11:55+00:00 | 3.00 | INBOUND | EA8300 | ACCESS | ✓ Likely resolved | | [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 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](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 13:09:54+00:00 | 1.40 | INBOUND | MX6200 | GENERAL INQUIRY | No resolution or next step provided. | | [#LTS00130889](https://linksys.happyfox.com/staff/ticket/130889/) | 2026-05-26 15:34:20+00:00 | 3.00 | INBOUND | EA7300 | CONFIGURATION | ✓ Likely resolved | | [#LTS00130903](https://linksys.happyfox.com/staff/ticket/130903/) | 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](https://linksys.happyfox.com/staff/ticket/130915/) | 2026-05-26 17:37:48+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#GI00130919](https://linksys.happyfox.com/staff/ticket/130919/) | 2026-05-26 18:03:45+00:00 | 2.80 | INBOUND | MBE7002 | GENERAL INQUIRY | ✓ Resolved | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 18:47:40+00:00 | 3.60 | INBOUND | WHW03 | CONFIGURATION | ✓ Likely resolved | | [#LTS00130947](https://linksys.happyfox.com/staff/ticket/130947/) | 2026-05-26 19:44:44+00:00 | 3.00 | INBOUND | MX6200 | CONFIGURATION | ✓ Likely resolved | | [#LTS00130953](https://linksys.happyfox.com/staff/ticket/130953/) | 2026-05-26 20:04:43+00:00 | 3.00 | INBOUND | E8450 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130960](https://linksys.happyfox.com/staff/ticket/130960/) | 2026-05-26 20:52:06+00:00 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00130974](https://linksys.happyfox.com/staff/ticket/130974/) | 2026-05-26 22:13:13+00:00 | 2.50 | INBOUND | E5400 | CONNECTIVITY | No resolution achieved; no fallback path provided if update fails. | | [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/) | 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](https://linksys.happyfox.com/staff/ticket/131072/) | 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](https://linksys.happyfox.com/staff/ticket/131079/) | 2026-05-27 19:02:24+00:00 | 3.00 | INBOUND | | GENERAL INQUIRY | ✓ Resolved | | [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 20:04:47+00:00 | 1.40 | INBOUND | EA6900 | CONNECTIVITY | No resolution achieved and no concrete next step provided. | | [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-28 00:34:08+00:00 | 1.50 | INBOUND | E7350 | CONNECTIVITY | None; call ended without any guidance. | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-28 14:10:25+00:00 | | INBOUND | MR7350 | CONNECTIVITY | | | [#LTS00131241](https://linksys.happyfox.com/staff/ticket/131241/) | 2026-05-28 15:24:25+00:00 | | INBOUND | MX2000 | SETUP | | | [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 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](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 17:07:44+00:00 | 1.60 | INBOUND | WHW03 | SETUP | Paid support transaction processed; technical assistance to be provided later. | | [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 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](https://linksys.happyfox.com/staff/ticket/131076/) | 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](https://linksys.happyfox.com/staff/ticket/131303/) | 2026-05-28 19:47:04+00:00 | 1.30 | INBOUND | RE6300 | SETUP | Offered paid support ($15) without troubleshooting or self-help resources. | | [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/) | 2026-05-28 20:22:23+00:00 | 3.40 | INBOUND | SE3005 | CONFIGURATION | ✓ Resolved | | [#LTS00108836](https://linksys.happyfox.com/staff/ticket/108836/) | 2026-05-29 00:07:44+00:00 | 3.30 | INBOUND | RE6700 | SETUP | ✓ Likely resolved |