# eppie.lagumbay — 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 | | --- | --- | --- | --- | --- | --- | | 20 | 23m 55s | — | CONNECTIVITY | 18 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 20 | | Protocol | 1.80 | 20 | | Communication | 2.20 | 20 | | Overall | 2.10 | 20 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 4 | 34m 10s | 2.80 | 2.75 | 2.25 | 2.50 | | | MR | 4 | 32m 31s | 2.65 | 2.00 | 1.25 | 2.25 | | | WHW | 3 | 28m 11s | 2.93 | 3.00 | 2.33 | 2.33 | | | EA | 2 | 24m 18s | 1.85 | 1.50 | 1.50 | 2.00 | | | RE | 3 | 12m 55s | 1.07 | 1.00 | 1.00 | 1.67 | | | WRT | 1 | 10m 36s | 1.40 | 1.00 | 2.00 | 2.00 | | | OTHER | 4 | 8m 38s | 1.68 | 1.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 34m 10s. - MR is one of the slowest families at 32m 31s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 9 | 27m 32s | 2.00 | 2.00 | 1.80 | 2.20 | ✓ | | ACCESS | 5 | 24m 14s | 1.70 | 1.40 | 1.60 | 2.00 | ✓ | | SETUP | 6 | 17m 36s | 2.10 | 2.00 | 1.70 | 2.20 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/63567/)* 2. **Effective WAN port diagnosis** - Diagnosed and resolved miswired WAN connection on WHW03 parent node, restoring full network functionality. - *[Call #LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/)* --- ## 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](https://linksys.happyfox.com/staff/ticket/127699/)* 2. **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](https://linksys.happyfox.com/staff/ticket/130982/)* --- ## 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**. 2. **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. 3. **Double-check URLs and access methods** - Use only **myrouter.local**, **extender.linksys.com**, or **support.linksys.com** — never third-party or misspelled domains. 4. **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](https://linksys.happyfox.com/staff/ticket/127699/)* ### **Improvement** - Accepted payment without confirming ability to complete configuration. Provided incorrect manual static IP/DNS setup guidance for EA7430. - *[Call #LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/)* ### **Improvement** - Provided incorrect URLs and no actionable setup steps for WRT54G. Failed to guide customer through accessing router admin interface. - *[Call #LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/)* ### **Improvement** - Failed to confirm customer was on extender’s SSID before directing to UI access. Provided incorrect URLs. - *[Call #LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/)* ### **Improvement** - Provided incorrect default IP address and factory reset duration. Failed to address primary issue (2.4 GHz camera connectivity). - *[Call #LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/)* ### **Strength** - Correctly identified model and performed appropriate troubleshooting for MX2000 node connectivity issue. - *[Call #LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/)* ### **Strength** - Correctly identified WAN port misconnection and guided customer to proper port, restoring connectivity. - *[Call #LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/)* --- ## Coaching Moments **No additional coaching moments were extracted after the technical review.** --- ## Escalation Lessons: What L2 Did ### [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) — Resolved by Level 2 | Aspect | Details | |-----------------------|-------------------------------------------------------------------------| | **What L1 saw** | Customer couldn’t log into Velop admin page (error 2298) after failed reset. Both mesh nodes showed red LEDs. L1 attempted incorrect reset duration, LED interpretation, and pairing method. | | **Why it escalated** | Issue persisted after 58 minutes of incorrect L1 guidance; error 2298 indicated deeper admin-password or firmware issue beyond L1 scope. | | **What L2 did** | **L2 resolution steps were not documented in the local HappyFox snapshot.** The case was marked “Resolved” but no technical details were provided. | | **Current state** | Resolved per HappyFox status, but L2 actions unknown. | | **L1 learning points**| 1. Use **10-second reset** for Velop/MX. 2. **Never use 5-press pairing on Velop** — it’s for LN/Cognitive Mesh only. 3. Verify HTTPS access only after confirming correct admin credentials and WAN connectivity. | --- ## 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 | 1.8 | INBOUND | — | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ⏳ Pending | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 | 1.4 | INBOUND | WRT54G | SETUP | Abandoned or vague | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 | 3.0 | INBOUND | MR8300 | SETUP | Abandoned or vague | | [#LTS00131115](https://linksys.happyfox.com/staff/ticket/131115/) | 2026-05-27 | 1.4 | INBOUND | VLP01 | ACCESS | Abandoned or vague | | [#GI00131124](https://linksys.happyfox.com/staff/ticket/131124/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | SETUP | Pending resolution | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-27 | 3.0 | INBOUND | MR7350 | CONNECTIVITY | Closed with self-help | | [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-28 | 1.0 | OUTBOUND | MR7350 | CONNECTIVITY | Abandoned or vague | | [#LTS00131146](https://linksys.happyfox.com/staff/ticket/131146/) | 2026-05-28 | 1.1 | INBOUND | RE7000 | ACCESS | Abandoned or vague | | [#LTS00131152](https://linksys.happyfox.com/staff/ticket/131152/) | 2026-05-28 | 1.6 | INBOUND | MR7350 | ACCESS | Abandoned or vague | | [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) | 2026-05-28 | 1.9 | INBOUND | EA8300 | ACCESS | Abandoned or vague | | [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) | 2026-05-28 | 3.0 | INBOUND | MX8500 | SETUP | Pending resolution | | [#LTS00131332](https://linksys.happyfox.com/staff/ticket/131332/) | 2026-05-28 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 | 1.3 | INBOUND | VLP01 | CONNECTIVITY | Incorrectly closed | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 3.0 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help | | [#LTS00131337](https://linksys.happyfox.com/staff/ticket/131337/) | 2026-05-28 | 1.0 | OUTBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00131343](https://linksys.happyfox.com/staff/ticket/131343/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131349](https://linksys.happyfox.com/staff/ticket/131349/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131357](https://linksys.happyfox.com/staff/ticket/131357/) | 2026-05-29 | 1.0 | INBOUND | RE6250 | SETUP | Abandoned or vague |