charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 74m 2s; outlier: 6.4x weekly median handle time.
• MX is the slowest family at 20m 11s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 4m 44s.
• Family swing: LN handle time moved up by 63m 11s vs. last week.
• Family swing: SPN handle time moved down by 39m 59s vs. last week.
• Family swing: WHW handle time moved down by 21m 22s vs. last week.

What Went Well

1. Accurate Model/Serial Collection

> "Okay, the model number is WHW03. And the serial number is 20J10C6C74591..."

#LTS00130855

Consistently captured critical device details despite customer reading challenges.

1. Correct EOL Identification

> "Upon checking here, this device that we have was already part of end-of-life and end of support device."

#LTS00130861

Accurate alignment with KB policy on unsupported devices, avoiding misleading guidance.

Growth Opportunities

1. Reset Procedure Accuracy

> "Press and hold the reset button for 20 seconds..."

#LTS00130770

Next Step: Always verify reset durations against KB (e.g., 10–15s for EA6350, 10s for RE6400). Use exact timings to build trust.

1. Paid Support Timing

> "Based on the information... this device was already out of warranty. We don’t provide technical support for..."

#LTS00130861

Next Step: Attempt free diagnostics (WAN check, LED validation) before offering paid support.

Next Week's Focus

• Verify Reset Durations: Cross-check KB for exact reset times per model before instructing customers.
• WAN/Modem Checks: Add WAN LED/cable verification to connectivity troubleshooting for MX/LN families.
• Model/Serial Protocol: Confirm model numbers before serial collection to avoid misidentification.
• Self-Help Paths: Share KB articles or setup guides even when declining paid support.

Technical Accuracy

Improvement

• Incorrect EOL Claim:

> "This device that we have was already part of end-of-life..."

#LTS00130715

Note: Misrepresented AC2200 as EOL — contradicts KB. Always validate EOL status via system lookup.

Improvement

• LED State Misinterpretation:

> "Solid pinkish red... ready to pair"

#LTS00031646

Note: Velop nodes never use pinkish red as a ready state. Use KB-defined colors (solid white/purple).

Improvement

• Unsupported Guidance:

> "Replicating lines of code... Netgear router"

#LTS00130788

Note: Invented non-KB steps. Stick to documented mesh-rebuild procedures.

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

• Weekly Trend: Frontline-heavy week (33 LTS calls, 0 escalations). LN family handle times are critical outliers — investigate root causes (training, product complexity, or recurring issues).
• Key Pattern: Premature paid support offers and inconsistent reset guidance dominate improvement areas. Focus next coaching on KB alignment for reset procedures and WAN diagnostics.

This Week's Calls