# charm.awitan — 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 | | --- | --- | --- | --- | --- | --- | | 30 | 11m 20s | MR8300 | CONNECTIVITY | 30 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 30 | | Protocol | 1.80 | 30 | | Communication | 2.20 | 30 | | Overall | 2.20 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 3 | 74m 2s | 1.50 | 1.00 | 1.67 | 2.00 | Outlier: 6.4x weekly median handle time | | MX | 7 | 20m 11s | 2.30 | 2.43 | 1.29 | 2.00 | Outlier: 1.7x weekly median handle time | | WHW | 5 | 12m 59s | 2.20 | 1.40 | 2.00 | 1.80 | | | SPN | 2 | 11m 50s | 3.25 | 4.00 | 1.50 | 2.50 | | | RE | 1 | 11m 23s | 3.00 | 1.00 | 1.00 | 1.00 | | | EA | 5 | 8m 34s | 2.10 | 2.80 | 2.00 | 2.40 | | | E | 3 | 8m 2s | 2.37 | 3.00 | 1.67 | 2.00 | | | MR | 7 | 7m 26s | 1.83 | 2.43 | 1.43 | 2.14 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 13m 0s | 2.00 | 2.20 | 1.80 | 2.30 | ✓ | | SETUP | 9 | 10m 52s | 2.20 | 2.60 | 1.80 | 2.20 | ✓ | | ACCESS | 3 | 9m 45s | 1.80 | 2.30 | 1.67 | 2.00 | ✓ | | CONFIGURATION | 3 | 7m 11s | 2.50 | 4.00 | 1.33 | 2.00 | | | GENERAL INQUIRY | 3 | 9m 4s | 1.90 | 2.00 | 1.33 | 1.67 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/130855/) Consistently captured critical device details despite customer reading challenges. 2. **Correct EOL Identification** > *"Upon checking here, this device that we have was already part of end-of-life and end of support device."* [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) 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](https://linksys.happyfox.com/staff/ticket/130770/) **Next Step**: Always verify reset durations against KB (e.g., 10–15s for EA6350, 10s for RE6400). Use exact timings to build trust. 2. **Paid Support Timing** > *"Based on the information... this device was already out of warranty. We don’t provide technical support for..."* [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) **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](https://linksys.happyfox.com/staff/ticket/130715/) 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](https://linksys.happyfox.com/staff/ticket/31646/) 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](https://linksys.happyfox.com/staff/ticket/130788/) 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 2026-05-25 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | Abandoned or vague | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 | 3.0 | INBOUND | MR8300 | SETUP | Closed with self-help | | [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) | 2026-05-25 | 1.4 | INBOUND | WHW01 | SETUP | Pending resolution | | [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) | 2026-05-25 | 1.4 | INBOUND | EA6350 | SETUP | Abandoned or vague | | [#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/) | 2026-05-25 | 1.8 | INBOUND | EA8500 | CONNECTIVITY | Incorrectly closed | | [#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/) | 2026-05-25 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | Pending resolution | | [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) | 2026-05-26 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) | 2026-05-26 | 2.8 | INBOUND | EA9500 | CONNECTIVITY | Abandoned or vague | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | Closed with self-help | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 | 1.3 | INBOUND | MR5500 | SETUP | Abandoned or vague | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00123480](https://linksys.happyfox.com/staff/ticket/123480/) | 2026-05-26 | 1.6 | OUTBOUND | LN1400 | CONNECTIVITY | Pending resolution | | [#LTS00130935](https://linksys.happyfox.com/staff/ticket/130935/) | 2026-05-26 | 1.5 | INBOUND | EA6350 | SETUP | Abandoned or vague | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 3.0 | INBOUND | WHW01 | ACCESS | Pending resolution | | [#GI00131030](https://linksys.happyfox.com/staff/ticket/131030/) | 2026-05-27 | 1.3 | INBOUND | — | GENERAL INQUIRY | Abandoned or vague | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.4 | INBOUND | LN1200 | ACCESS | Abandoned or vague | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.5 | OUTBOUND | LN1200 | ACCESS | Pending resolution | | [#LTS00129854](https://linksys.happyfox.com/staff/ticket/129854/) | 2026-05-27 | 3.0 | INBOUND | SPNM60CF | CONFIGURATION | Abandoned or vague | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00131051](https://linksys.happyfox.com/staff/ticket/131051/) | 2026-05-27 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Incorrectly closed | | [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) | 2026-05-27 | 1.6 | INBOUND | MR2000 | CONNECTIVITY | Pending resolution | | [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) | 2026-05-27 | 4.0 | INBOUND | MX6200 | CONNECTIVITY | Closed correctly | | [#LTS00131086](https://linksys.happyfox.com/staff/ticket/131086/) | 2026-05-27 | 3.0 | INBOUND | EA4500 | SETUP | Closed with self-help | | [#GI00131095](https://linksys.happyfox.com/staff/ticket/131095/) | 2026-05-27 | 3.0 | INBOUND | — | GENERAL INQUIRY | Abandoned or vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 | 1.5 | INBOUND | MR9000 | CONFIGURATION | Abandoned or vague | | [#LTS00127446](https://linksys.happyfox.com/staff/ticket/127446/) | 2026-05-28 | 1.0 | INBOUND | MR9000 | CONFIGURATION | Abandoned or vague | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131418](https://linksys.happyfox.com/staff/ticket/131418/) | 2026-05-29 | 3.0 | INBOUND | MR7350 | SETUP | Pending resolution | | [#LTS00131429](https://linksys.happyfox.com/staff/ticket/131429/) | 2026-05-29 | 3.0 | INBOUND | E8450 | SETUP | Closed with self-help | | [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) | 2026-05-29 | 1.0 | INBOUND | E1200 | CONFIGURATION | Abandoned or vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 1.0 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | Abandoned or vague | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 | 3.0 | INBOUND | RE6400 | SETUP | Abandoned or vague |