ashley.alayon@linksys.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
1	11m 21s	MR7500	ACCESS	1	—

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	1.00	1
Protocol	1.00	1
Communication	3.00	1
Overall	1.70	1

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MR	1	11m 21s	1.70	1.00	1.00	3.00

Key Observations

MR is one of the slowest families at 11m 21s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
ACCESS	1	11m 21s	1.70	1.00	1.00	3.00	✓

Week-over-Week Movement

Improve troubleshooting accuracy for range extender issues, particularly model-specific procedures.
Reinforce protocol steps for hardware troubleshooting, including warranty and product verification.
Address unresolved call closure and follow-up procedures.

What Went Well

Customer contact information collection

> Collected customer email (nznasser.i.l.dot.dha.bab) and confirmed phone number (ending in 40), supporting case documentation.

Growth Opportunities

Replace generic reset advice with model-specific steps

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.

Next step: Confirm product model first, then reference KB-specific reset procedures. For MR7500 extenders, guide customers through the proper factory reset via the app or physical button as documented in KB articles.

Collect critical product and warranty details before troubleshooting

> Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.

Next step: Add a standard opening script to capture model, serial number, purchase date, and warranty status for all hardware-related calls. Use this data to determine support eligibility and guide next steps.

Next Week's Focus

Start every hardware call with a model/serial/warranty checklist — this prevents missed RMA opportunities and ensures accurate troubleshooting.
Use model-specific KB articles for reset procedures — avoid one-size-fits-all resets; verify the exact steps for MR7500 extenders.
Diagnose signal/topology when LEDs fluctuate — if extenders show intermittent red/green behavior, guide customers through signal strength checks, distance assessment, and mesh topology verification using the Linksys app.
Document next steps clearly before closing — ensure every pending action (repositioning, monitoring, callback) is written into the ticket and confirmed with the customer.

Technical Accuracy

Improvement

#LTS00113794

Improvement

Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.

#LTS00113794

Improvement

Agent did not diagnose topology or signal strength despite customer reporting intermittent LED behavior (red → green → red), indicating a potential pairing or signal issue.

#LTS00113794

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

The single call this week highlights a critical gap in model-specific troubleshooting for MR7500 range extenders. The agent applied an unsupported reset procedure and missed essential data collection steps (model, serial, warranty). Focus next week on reinforcing product-specific KB navigation and standard opening scripts for hardware cases.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00113794	2026-06-04 13:26:25+00:00	1.70	INBOUND	MR7500	ACCESS	⏳ Pending