limuel.saura — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• RE is one of the slowest families at 32m 58s.
• MR is one of the slowest families at 32m 4s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.29 vs. last week.
• Accuracy moved down 0.43 vs. last week.
• Average handle time moved down by 6m 16s.
• Family swing: MX handle time moved down by 41m 41s vs. last week.
• Family swing: E handle time moved down by 40m 07s vs. last week.
• Family swing: MR handle time moved up by 24m 23s vs. last week.

What Went Well

Effective use of 5-press pairing method for mesh nodes

Correctly identified and applied the 5-press pairing method for MX6200 parent node to initiate mesh recovery.

#LTS00101304

#LTS00087079

Accurate collection of device information

Collected correct model number (MX6200) and serial number early in the call.

#LTS00101304

#LTS00087079

Clear communication of callback expectations

Set a clear callback expectation of 2-3 hours, providing operational clarity.

#TE00130749

Growth Opportunities

Incorrect technical guidance on account recovery

Provided materially incorrect technical guidance: claimed account must be removed and recreated to change email, contradicting KB (universal_password_login.md). No attempt was made to verify ownership or use recovery key.

Next Step: Always attempt standard account recovery steps (password reset, recovery key) before suggesting account deletion. Verify email spelling and ownership before escalating.

#TE00130749

Failure to perform basic troubleshooting

No diagnostic steps taken for the performance issue (no reboot, signal check, firmware verification). Premature recommendation to purchase new hardware without attempting to fix the existing system.

Next Step: Implement a structured troubleshooting flow for performance issues: reboot, check signal strength, verify firmware, and only recommend hardware upgrade after these steps.

#GI00130756

Next Week's Focus

1. Standardize account recovery procedures: Always attempt password reset or recovery key verification before suggesting account deletion. Confirm email spelling and ownership.
2. Implement a structured troubleshooting flow for performance issues: Begin with reboot, signal check, and firmware verification before recommending hardware upgrades.
3. Improve protocol adherence: Ensure model and serial number collection early in every call, and create a HappyFox case for all documented interactions.
4. Enhance communication clarity: Reduce unnecessary silences and provide concise, actionable next steps for customers.

Technical Accuracy

Improvement

Provided materially incorrect technical guidance: claimed account must be removed and recreated to change email, contradicting KB (universal_password_login.md). No attempt made to verify ownership or use recovery key.

#TE00130749

Improvement

Incorrect default admin password ('admin') for MR20MS. Failed to verify internet connectivity from the modem before troubleshooting the router. Provided contradictory LED color interpretations without consistent guidance.

#TE00130897

Improvement

Incorrect 20-second reset, unsupported 5-press pairing, misspelled URL (myruta.info), and suggested default password 'admin'—all factually wrong. Advised contacting ISP for WAN verification without troubleshooting router.

#LTS00131449

Improvement

Incorrect URL (extender.tp-link.com) instead of extender.linksys.com. Failed to verify internet connectivity on the primary router before focusing on the extender. Provided unnecessary manual IP/DNS configuration instructions.

#TE00131415

Strength

Successfully guided customer through 5-press pairing process, resulting in solid-white LEDs and restored internet connectivity for MX6200 mesh nodes.

#LTS00087079

Coaching Moments

Improvement

"Uh, the email that is has that has been associated to the account, uh then after that then you can then use a new email. You need to, yeah. You need to start over. Uh, yeah. Yes, the network will still be there, it's just that the account will not be- will no longer going to exist."

Provided incorrect guidance on account recovery, suggesting deletion instead of standard recovery steps.

#TE00130749

Improvement

"So I've got the router plugged in with a flashing blue light and I'm..."

Failed to verify internet connectivity from the modem before troubleshooting the router, leading to misdiagnosis.

#TE00130897

Improvement

"Light on the extender. Right now it is solid orange. Now it just turned green. So it's not getting a good signal here in the garage."

Incorrectly interpreted LED states and provided unsupported pairing instructions.

#LTS00131449

Improvement

"I'm going to connect the extender, connect. CenturyLink5516-ron-ext. and now it says, can't connect to this net..."

Provided incorrect URL and unnecessary manual IP configuration, confusing the customer.

#TE00131415

Escalation Lessons: What L2 Did

#TE00130749 — Pending with Level 2

What L1 saw: Customer needed to change the email on his Linksys cloud account but no longer had access to the original email.

Why it escalated: L1 incorrectly advised that the account must be deleted and recreated, contradicting KB guidance. No standard account recovery steps were attempted.

What L2 did: L2 will attempt standard account recovery procedures, verify ownership, and use recovery key if available. They will also confirm the new email spelling and provide proper guidance.

Current state: Pending - HQ Feedback

L1 learning points:

1. Always attempt password reset or recovery key verification before suggesting account deletion.
2. Verify ownership and confirm new email spelling before escalating.
3. Refer to KB (universal_password_login.md) for account recovery procedures.

#TE00130897 — Resolved by Level 2

What L1 saw: Router will not connect to modem; shows solid magenta/purple LED; Wi-Fi shows 'Connected without internet'; cannot access router admin page.

Why it escalated: L1 provided incorrect default admin password and an invalid 5-press reset procedure for the MR20MS.

What L2 did: L2 verified WAN connectivity, corrected the admin password using the label-printed default, and guided the customer through proper reset and configuration steps.

Current state: Resolved

L1 learning points:

1. Use the label-printed default admin password for MR20MS, not 'admin'.
2. Verify WAN connectivity before troubleshooting the router.
3. Use the correct reset procedure for MR20MS (hold reset for ~10 seconds, not 5-press pairing).

#TE00131076 — Resolved by Level 2

What L1 saw: Customer unable to access his cloud account remotely after resetting password three times; account locked out.

Why it escalated: L1 incorrectly claimed the web UI could not be accessed off-network and advised waiting 24 hours without validation.

What L2 did: L2 guided the customer through proper password recovery steps, including using the 'Forgot Password' link and reinstalling the Linksys app if needed.

Current state: Resolved

L1 learning points:

1. Always guide customers through the 'Forgot Password' flow for cloud account lockouts.
2. Verify that the customer can access the router locally via http://myrouter.local or http://[REDACTED_PHONE].
3. Offer to send written troubleshooting steps via email if the customer prefers self-help.

#TE00131415 — Resolved by Level 2

What L1 saw: Extender Wi-Fi connects but computer shows no internet while phone works.

Why it escalated: L1 provided incorrect URL (extender.tp-link.com) and unnecessary manual IP configuration instructions.

What L2 did: L2 verified internet connectivity on the primary router, guided the customer through proper extender setup using extender.linksys.com, and confirmed DNS settings.

Current state: Resolved

L1 learning points:

1. Always verify internet connectivity on the primary router before troubleshooting the extender.
2. Use the correct URL (extender.linksys.com) for extender setup.
3. Avoid unnecessary manual IP configuration unless specifically required by the customer’s network setup.

Coach Appendix

Weekly Trend Summary:

This week was frontline-heavy with 32 LTS queue calls vs 4 TE-owned calls. The agent showed strength in mesh node pairing and device information collection but struggled with account recovery procedures and basic troubleshooting for performance issues. Protocol adherence needs improvement, particularly in serial/model collection and case documentation.

Key Coaching Focus:

• Standardize account recovery procedures to avoid incorrect guidance.
• Implement a structured troubleshooting flow for performance and connectivity issues.
• Enhance protocol adherence by collecting model/serial early and creating HappyFox cases for all documented interactions.

Evidence Already Surfaced:

• Incorrect account recovery guidance in call #TE00130749.
• Failure to perform basic troubleshooting in call #GI00130756.
• Protocol gaps in model/serial collection and case creation across multiple calls.

This Week's Calls