# 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

1. **Start every hardware call with a model/serial/warranty checklist** — this prevents missed RMA opportunities and ensures accurate troubleshooting.
2. **Use model-specific KB articles for reset procedures** — avoid one-size-fits-all resets; verify the exact steps for MR7500 extenders.
3. **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.
4. **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](https://linksys.happyfox.com/staff/ticket/113794/)

### **Improvement**
> Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.
[#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/)

### **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](https://linksys.happyfox.com/staff/ticket/113794/)

## 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](https://linksys.happyfox.com/staff/ticket/113794/) | 2026-06-04 13:26:25+00:00 | 1.70 | INBOUND | MR7500 | ACCESS | ⏳ Pending |