eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 34m 10s.
• MR is one of the slowest families at 32m 31s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.26 vs. last week.
• Accuracy moved down 0.53 vs. last week.
• Average handle time moved up by 1m 18s.
• Family swing: EA handle time moved up by 11m 51s vs. last week.
• Family swing: OTHER handle time moved down by 7m 14s vs. last week.
• Family swing: MX handle time moved up by 6m 24s vs. last week.

What Went Well

1. Accurate model identification and warranty confirmation

- Correctly identified MX2000 mesh system and confirmed warranty coverage, enabling appropriate troubleshooting.

- Call #LTS00063567

1. Effective WAN port diagnosis

- Diagnosed and resolved miswired WAN connection on WHW03 parent node, restoring full network functionality.

- Call #LTS00131349

Growth Opportunities

1. Correct reset and pairing procedures

- Current practice: Instructed 20-second factory reset and 5-press pairing on Velop (MX) devices.

- What good looks like: Use 10-second reset for Velop/MX series and reserve 5-press pairing for LN/Cognitive Mesh only. Verify LED behavior and app connectivity before closing.

- Call #GI00127699

1. Systematic connectivity troubleshooting

- Current gap: Skipped basic diagnostics (modem check, LED validation, wired connection test) on connectivity issues.

- What good looks like: Follow the “Modem → WAN → LAN → Device” flow: confirm modem link, test WAN port, validate LAN connectivity, then troubleshoot devices. Document findings at each step.

- Call #LTS00130982

Next Week's Focus

1. Master reset durations

- Memorize and apply model-specific reset times: 10s for Velop/MX, 15s for MR/EA, 20s for RE/WRT.

1. Build a connectivity diagnostic checklist

- For every connectivity call:

- Verify modem signal and link status.

- Confirm WAN port LED (solid blue/turquoise).

- Test wired connection to router LAN port.

- Validate SSID/Password match before device troubleshooting.

1. Double-check URLs and access methods

- Use only myrouter.local, extender.linksys.com, or support.linksys.com — never third-party or misspelled domains.

1. Avoid payment processing until resolution is confirmed

- Confirm the customer can complete requested steps before processing paid support fees.

Technical Accuracy

Improvement

• Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices. Used incorrect 5-press pairing method (not applicable to Velop).

- Call #GI00127699

Improvement

• Accepted payment without confirming ability to complete configuration. Provided incorrect manual static IP/DNS setup guidance for EA7430.

- Call #LTS00130982

Improvement

• Provided incorrect URLs and no actionable setup steps for WRT54G. Failed to guide customer through accessing router admin interface.

- Call #LTS00130993

Improvement

• Failed to confirm customer was on extender’s SSID before directing to UI access. Provided incorrect URLs.

- Call #LTS00131146

Improvement

• Provided incorrect default IP address and factory reset duration. Failed to address primary issue (2.4 GHz camera connectivity).

- Call #LTS00131152

Strength

• Correctly identified model and performed appropriate troubleshooting for MX2000 node connectivity issue.

- Call #LTS00063567

Strength

• Correctly identified WAN port misconnection and guided customer to proper port, restoring connectivity.

- Call #LTS00131349

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

Coach Appendix

Internal use only — not for agent distribution

• Top trend: Inconsistent technical accuracy on reset procedures and connectivity diagnostics, leading to prolonged handles and customer frustration.
• Recurring pattern: Accepting payment before confirming customer capability to complete requested steps, and providing unsupported configuration guidance (e.g., manual IP/DNS on EA series).
• Evidence highlighted above: Calls #GI00127699, #LTS00130982, #LTS00130993, and #LTS00131152 exemplify accuracy gaps in reset timing, model-specific guidance, and pre-payment validation. Focus coaching on model-specific KB adherence and systematic diagnostic flows.

This Week's Calls