kharla.proel — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 34m 11s; outlier: 2.2x weekly median handle time.
• MX is the slowest family at 32m 31s; outlier: 2.1x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.58 vs. last week.
• Protocol moved down 0.22 vs. last week.
• Average handle time moved down by 5m 08s.
• Family swing: WHW handle time moved up by 24m 23s vs. last week.
• Family swing: MR handle time moved up by 11m 49s vs. last week.
• Family swing: MX handle time moved down by 8m 19s vs. last week.

What Went Well

Correct LED interpretation for MR7350

Correctly identified that solid purple LED on MR7350 indicates factory reset and setup mode [03:00, 06:00], which aligns with KB.

#LTS00005652

Accurate troubleshooting guidance for MX6200 node recovery

Accurately guided the customer through the correct 5-press pairing process for MX6200 at [11:00]. Recommended firmware update and full app logout/login, which resolved the app-node sync issue at [18:00]–[34:00].

#LTS00130975

Growth Opportunities

Incorrect technical guidance on mesh compatibility

Provided materially inaccurate technical guidance about mesh compatibility between MX6200 and newer models (e.g., AX4200, RE-series), stating any 'Wi-Fi Pro 6' device is compatible — this is false per KB.

#GI00130786

Failure to perform basic troubleshooting for connectivity issues

No troubleshooting steps (e.g., power-cycle, admin login, WAN check) were performed despite a clear performance issue. Agent incorrectly stated no technical assistance is available for out-of-warranty devices, violating Linksys support policy ([04:00]).

#LTS00130801, #LTS00130798

Next Week's Focus

• Verify warranty status before offering paid support to ensure compliance and avoid unnecessary costs for customers.
• Perform basic troubleshooting steps (e.g., power-cycle, LED check, WAN status) for connectivity issues before escalating or offering paid options.
• Use correct product-specific URLs (e.g., support.linksys.com) and avoid providing invalid or unsafe links.
• Collect and validate serial numbers early in the call to enable accurate warranty checks and case documentation.

Technical Accuracy

Improvement

Provided materially inaccurate technical guidance about mesh compatibility between MX6200 and newer models (e.g., AX4200, RE-series), stating any 'Wi-Fi Pro 6' device is compatible — this is false per KB.

#GI00130786

Improvement

Incorrectly stated that solid blue LED on WHW03 indicates internet connectivity, directly contradicting KB guidance (velop_router_setup.md LED table). No troubleshooting performed for complete Wi-Fi dropout.

#LTS00130798

Improvement

Provided an invalid and unsafe support URL (support.links.sys.com) for EA6100 password lookup issue, violating protocol and accuracy standards.

#LTS00130799

Improvement

Misidentified product model as EA-C3200 instead of EA8300, leading to false end-of-life/end-of-support claims. Provided wrong support URL: 'support.Linksy.com' instead of 'support.linksys.com'. Failed to offer correct TFTP recovery method for bricked EA8300 router.

#LTS00130801

Improvement

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.

#LTS00130987

Coaching Moments

Improvement

Incorrectly stated VLP01 is end-of-life and unsupported, contradicting KB. Provided invalid URL: 'su per.link a a.com'. No troubleshooting performed despite total internet loss.

#LTS00131121

Improvement

Provided incorrect support URL: 'support.linus.com' instead of 'support.linksys.com'. Falsely stated that EA6350 is end-of-life and no longer supported by Linksys, contradicting KB and warranty policy.

#LTS00131130

Improvement

Incorrectly declared a brand-new WHW01 system out of warranty without validating via receipt or serial lookup. Failed to perform any technical troubleshooting for intermittent internet and duplicate SSID issues.

#LTS00131132

Improvement

Provided incorrect LED guidance for Velop nodes (stated 'pink or purple' instead of 'solid purple' for ready state) - directly contradicts KB LED reference for Intelligent Mesh (Velop). Failed to follow standard mesh node reset procedure (10-second reset to solid purple). Did not attempt standard pairing methods (Pair button or 5-press).

#LTS00131136

Improvement

Provided incorrect technical guidance: instructing the customer to configure a mesh network before bridge mode is not valid for Access Point mode setup over Ethernet. Failed to explain the correct Access Point mode steps in the Velop admin UI (Connectivity → Operating Mode → Access Point).

#LTS00131288

Improvement

Collected payment information over the phone without confirming warranty status or necessity, violating PCI compliance. Instructed a 20-second factory reset, contradicting KB (10 seconds for WHW03). Directed customer to change LAN IP address without justification, causing configuration errors (error 2199).

#LTS00131299

Escalation Lessons: What L2 Did

#LTS00130987 — Resolved by Level 2

What L1 saw: Adding child nodes and Linksys App Issue. Model Number: MX5300. Serial Number: 32N10M39A01319.

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. If the agent being coached closed the earlier call with an ISP referral, vague next step, or unresolved status and a later agent/L2 had to continue the case, name that as the coaching pattern without blame.

What L2 did: L2 resolved the issue by advising the customer to wait 24 hours for a potential app-side fix and created a ticket for follow-up.

Current state: The case is resolved.

L1 learning points:

• Collect model, serial, firmware, and topology details before troubleshooting app connectivity.
• Verify app version and clear cache as standard steps for app visibility issues.
• Avoid processing paid support before attempting standard free troubleshooting steps.

Coach Appendix

No additional coach-only appendix material was extracted this week.

This Week's Calls