# kharla.proel — 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 | | --- | --- | --- | --- | --- | --- | | 33 | 17m 3s | WHW03 | CONNECTIVITY | 33 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.85 | 33 | | Protocol | 1.79 | 33 | | Communication | 2.12 | 33 | | Overall | 2.12 | 33 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 9 | 34m 11s | 2.32 | 1.56 | 1.56 | 2.00 | Outlier: 2.2x weekly median handle time | | MX | 5 | 32m 31s | 2.14 | 1.80 | 2.00 | 2.20 | Outlier: 2.1x weekly median handle time | | MR | 3 | 26m 24s | 3.00 | 2.33 | 2.00 | 2.33 | Outlier: 1.7x weekly median handle time | | EA | 9 | 16m 43s | 1.86 | 2.33 | 1.56 | 2.00 | | | OTHER | 1 | 13m 48s | 1.40 | 1.00 | 2.00 | 2.00 | | | WRT | 6 | 13m 29s | 1.93 | 2.50 | 1.50 | 2.17 | | | RE | 1 | 8m 40s | 3.00 | 2.00 | 2.00 | 2.00 | | | E | 1 | 8m 12s | 3.00 | 3.00 | 2.00 | 2.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 19m 46s | 2.00 | 1.78 | 1.78 | 2.11 | ✓ | | SETUP | 4 | 24m 31s | 2.05 | 1.75 | 1.50 | 2.00 | ✓ | | ACCESS | 3 | 14m 1s | 1.87 | 3.00 | 1.67 | 2.00 | ✓ | | CONFIGURATION | 4 | 21m 42s | 2.05 | 2.25 | 1.50 | 2.00 | ✓ | | GENERAL INQUIRY | 1 | 6m 23s | 1.80 | 1.00 | 2.00 | 2.00 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 7m 14s | 3.00 | 2.00 | 2.00 | 3.00 | | ## 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](https://linksys.happyfox.com/staff/ticket/5652/) ### 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](https://linksys.happyfox.com/staff/ticket/130975/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130786/) ### 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](https://linksys.happyfox.com/staff/ticket/130801/), [#LTS00130798](https://linksys.happyfox.com/staff/ticket/130798/) --- ## 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](https://linksys.happyfox.com/staff/ticket/130786/) ### **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](https://linksys.happyfox.com/staff/ticket/130798/) ### **Improvement** Provided an invalid and unsafe support URL (support.links.sys.com) for EA6100 password lookup issue, violating protocol and accuracy standards. [#LTS00130799](https://linksys.happyfox.com/staff/ticket/130799/) ### **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](https://linksys.happyfox.com/staff/ticket/130801/) ### **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](https://linksys.happyfox.com/staff/ticket/130987/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131121/) ### **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](https://linksys.happyfox.com/staff/ticket/131130/) ### **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](https://linksys.happyfox.com/staff/ticket/131132/) ### **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](https://linksys.happyfox.com/staff/ticket/131136/) ### **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](https://linksys.happyfox.com/staff/ticket/131288/) ### **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](https://linksys.happyfox.com/staff/ticket/131299/) --- ## Escalation Lessons: What L2 Did ### [#LTS00130987](https://linksys.happyfox.com/staff/ticket/130987/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130766](https://linksys.happyfox.com/staff/ticket/130766/) | 2026-05-25 18:56:30+00:00 | 3 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#GI00130786](https://linksys.happyfox.com/staff/ticket/130786/) | 2026-05-25 21:27:19+00:00 | 1.8 | INBOUND | MX6200 | GENERAL INQUIRY | ✓ Likely resolved | | [#LTS00130792](https://linksys.happyfox.com/staff/ticket/130792/) | 2026-05-25 22:40:52+00:00 | 3 | INBOUND | WHW01 | SETUP | ⏳ Pending | | [#LTS00130798](https://linksys.happyfox.com/staff/ticket/130798/) | 2026-05-25 23:27:19+00:00 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130799](https://linksys.happyfox.com/staff/ticket/130799/) | 2026-05-25 23:45:07+00:00 | 1.4 | INBOUND | EA6100 | CONNECTIVITY | No resolution; customer declined paid support and ended call without obtaining password. | | [#LTS00130801](https://linksys.happyfox.com/staff/ticket/130801/) | 2026-05-25 23:53:51+00:00 | 1.1 | INBOUND | EA8300 | ACCESS | Agent advised factory reset and use of AI tool on support.Linksy.com; no valid recovery steps provided. | | [#LTS00130807](https://linksys.happyfox.com/staff/ticket/130807/) | 2026-05-26 00:38:44+00:00 | 3 | INBOUND | EA7300 | CONNECTIVITY | ✓ Resolved | | [#LTS00130922](https://linksys.happyfox.com/staff/ticket/130922/) | 2026-05-26 18:21:55+00:00 | 3 | INBOUND | WRT1900AC | CONFIGURATION | Advised that the router is end‑of‑support and suggested purchasing a newer router; no specific steps to disable or secure the guest network were given. | | [#LTS00130932](https://linksys.happyfox.com/staff/ticket/130932/) | 2026-05-26 18:51:43+00:00 | 1.6 | INBOUND | WRT54GS v7 | CONNECTIVITY | Advised customer to replace the router with a newer model; no self-help or documentation provided. | | [#LTS00130962](https://linksys.happyfox.com/staff/ticket/130962/) | 2026-05-26 21:14:02+00:00 | 3 | INBOUND | RE7000 | CONFIGURATION | Agent will send an email containing step‑by‑step setup instructions for the range extender. | | [#LTS00005652](https://linksys.happyfox.com/staff/ticket/5652/) | 2026-05-26 21:56:15+00:00 | 3 | INBOUND | MR7350 | NO TROUBLESHOOTING NEEDED | Customer observed solid purple LED and accepted that router was reset. No further steps taken. | | [#LTS00130975](https://linksys.happyfox.com/staff/ticket/130975/) | 2026-05-26 22:19:33+00:00 | 3.6 | INBOUND | MX6200 | CONNECTIVITY | All nodes now show solid white and appear online in the app; issue resolved. | | [#LTS00130981](https://linksys.happyfox.com/staff/ticket/130981/) | 2026-05-26 23:10:59+00:00 | 1.4 | INBOUND | EA7500 | CONNECTIVITY | Directed to AI tool on support.linksys.com; no troubleshooting, paid support option, or follow-up path offered. | | [#LTS00130987](https://linksys.happyfox.com/staff/ticket/130987/) | 2026-05-27 00:39:58+00:00 | 1.1 | INBOUND | MX5300 | SETUP | Advised to wait 24 hours for potential app-side fix; ticket created for follow-up. | | [#LTS00131068](https://linksys.happyfox.com/staff/ticket/131068/) | 2026-05-27 18:05:39+00:00 | 3 | INBOUND | MX4200 | CONNECTIVITY | Ticket LTS00131068 created; customer advised to send screenshot of browser warning or call back with ticket number for further assistance. | | [#LTS00131104](https://linksys.happyfox.com/staff/ticket/131104/) | 2026-05-27 21:24:07+00:00 | 3 | INBOUND | E8450 | CONNECTIVITY | Offered AI self-service tool and paid technical support; customer declined; no further action taken. | | [#LTS00131107](https://linksys.happyfox.com/staff/ticket/131107/) | 2026-05-27 21:42:12+00:00 | 3 | INBOUND | WHW03 | CONNECTIVITY | Sent an email with a video link showing how to re-configure the router. | | [#LTS00131118](https://linksys.happyfox.com/staff/ticket/131118/) | 2026-05-27 23:09:28+00:00 | 3 | INBOUND | WHW03 | ACCESS | Send a video tutorial showing how to access the router web UI and change the Wi‑Fi password. | | [#LTS00131121](https://linksys.happyfox.com/staff/ticket/131121/) | 2026-05-27 23:21:19+00:00 | 1.4 | INBOUND | VLP01 | CONNECTIVITY | Customer advised to use AI chatbot or purchase a new router; no valid technical resolution provided. | | [#LTS00131130](https://linksys.happyfox.com/staff/ticket/131130/) | 2026-05-27 23:49:39+00:00 | 1.5 | INBOUND | EA6350 | CONNECTIVITY | No resolution; call ended without next steps. | | [#LTS00131134](https://linksys.happyfox.com/staff/ticket/131134/) | 2026-05-28 00:21:04+00:00 | 2.8 | INBOUND | EA8300 | ACCESS | Customer instructed to access router via web browser at 192.168.1.1; offered AI tool or paid support. No verification or follow-up path established. | | [#LTS00131136](https://linksys.happyfox.com/staff/ticket/131136/) | 2026-05-28 00:28:19+00:00 | 3 | INBOUND | WHW03 | SETUP | Agent will email a video tutorial on adding a child node and pointed to the free AI support tool. | | [#LTS00131141](https://linksys.happyfox.com/staff/ticket/131141/) | 2026-05-28 01:15:35+00:00 | 2.7 | INBOUND | EA7200 | CONNECTIVITY | Offered $15 paid Connect service; customer did not commit; no further technical steps taken. | | [#LTS00131149](https://linksys.happyfox.com/staff/ticket/131149/) | 2026-05-28 01:38:19+00:00 | 1.5 | INBOUND | WRT32X | CONFIGURATION | Call was disconnected; no resolution offered. | | [#LTS00131149](https://linksys.happyfox.com/staff/ticket/131149/) | 2026-05-28 01:38:43+00:00 | 1.4 | OUTBOUND | WRT32X | CONFIGURATION | Advised to use AI tool at incorrect URL and consider purchasing a new router. | | [#LTS00131217](https://linksys.happyfox.com/staff/ticket/131217/) | 2026-05-28 18:03:10+00:00 | 3 | INBOUND | MR7350 | SETUP | Use local router web UI (192.168.1.1 or myrouter.info) for configuration; no further action taken on account verification issue. | | [#LTS00131288](https://linksys.happyfox.com/staff/ticket/131288/) | 2026-05-28 18:29:10+00:00 | 1.2 | INBOUND | MX8500 | CONFIGURATION | No resolution provided; agent did not deliver correct Access Point mode instructions or set a clear next step. | | [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) | 2026-05-28 20:51:28+00:00 | 1.7 | INBOUND | WHW03 | CONFIGURATION | All nodes returned to solid green, internet restored, Wi-Fi SSID/password updated. However, call handling was unsafe and technically flawed. | | [#LTS00131352](https://linksys.happyfox.com/staff/ticket/131352/) | 2026-05-29 00:57:35+00:00 | 3 | INBOUND | MR20EC | CONFIGURATION | Router and extender configured; advise power-cycling the Nest camera if it stays offline. | | [#LTS00131501](https://linksys.happyfox.com/staff/ticket/131501/) | 2026-05-29 22:02:36+00:00 | 2.6 | INBOUND | WRT1900ACS | CONNECTIVITY | Customer advised to test modem directly; no further steps or follow-up scheduled. | | [#LTS00131515](https://linksys.happyfox.com/staff/ticket/131515/) | 2026-05-29 23:53:37+00:00 | 1.5 | INBOUND | WRT120N | CONNECTIVITY | Agent incorrectly stated the router was out of warranty and directed customer to website/AI tool without providing technical support or valid next steps. No resolution achieved. | | [#LTS00131518](https://linksys.happyfox.com/staff/ticket/131518/) | 2026-05-30 00:24:19+00:00 | 1.5 | INBOUND | EA7300 | CONNECTIVITY | No resolution or next step provided. Customer self-rebooted; agent offered no verification or follow-up. | | [#LTS00066814](https://linksys.happyfox.com/staff/ticket/66814/) | 2026-05-30 00:35:01+00:00 | 1.7 | INBOUND | WHW01 | CONNECTIVITY | Agent claimed nodes were blue and internet was working, but no verification was performed. No concrete next step was scheduled. |