aysah.bagumbaran — 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 |
|---|---|---|---|---|---|
| 46 | 22m 6s | MR6350 | SETUP | 46 | 3 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.30 | 46 |
| Protocol | 1.90 | 46 |
| Communication | 2.20 | 46 |
| Overall | 2.20 | 46 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 40m 1s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 34m 15s | 2.13 | 1.83 | 1.83 | 2.17 | |
| MR | 7 | 32m 1s | 2.17 | 1.86 | 1.57 | 2.00 | |
| RE | 3 | 25m 41s | 2.43 | 2.33 | 2.00 | 2.00 | |
| WHW | 7 | 25m 15s | 2.30 | 2.57 | 1.86 | 1.86 | |
| SPN | 1 | 24m 12s | 2.80 | 2.00 | 2.00 | 2.00 | |
| MBE | 1 | 16m 3s | 4.20 | 5.00 | 3.00 | 4.00 | |
| EA | 11 | 15m 48s | 1.97 | 2.40 | 1.60 | 2.00 | |
| E | 5 | 10m 30s | 1.86 | 1.60 | 1.60 | 2.00 | |
| OTHER | 1 | 3m 7s | 2.20 | 2.00 | 2.00 | 3.00 |
Key Observations
- LN is the slowest family at 40m 1s; outlier: 1.6x weekly median handle time.
- MX is one of the slowest families at 34m 15s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 16 | 26m 22s | 2.10 | 1.90 | 1.80 | 2.10 | ✓ |
| CONNECTIVITY | 12 | 23m 18s | 2.00 | 2.30 | 1.80 | 2.10 | ✓ |
| ACCESS | 8 | 21m 46s | 1.80 | 1.80 | 1.80 | 2.00 | ✓ |
Week-over-Week Movement
- Communication moved down 0.16 vs. last week.
- Average handle time moved up by 4m 25s.
- Family swing: MR handle time moved up by 17m 42s vs. last week.
- Family swing: RE handle time moved up by 17m 41s vs. last week.
- Family swing: E handle time moved down by 15m 54s vs. last week.
What Went Well
- Effective troubleshooting for MBE7000 node pairing: Guided customer through 5-press pairing on the parent node, confirmed successful reconnection (solid white), and advised relocation.
- Clear communication and empathy: Used customer's name (Joyce) to personalize the interaction and displayed empathy for customer's age and frustration.
Growth Opportunities
- Incorrect technical guidance and model confusion: Provided incorrect reset duration (30 seconds) for MX6200; correct is 10–15 seconds. Misdescribed LED behavior during reset.
- Failure to verify resolution and follow protocol: Failed to confirm internet connectivity or Wi-Fi functionality before ending the call. Did not verify warranty status or create a case number.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve technical accuracy in troubleshooting steps, especially for mesh node pairing and LED interpretation.
- Enhance protocol adherence by verifying warranty status and creating case numbers for all calls.
- Reduce model confusion and incorrect URL guidance to avoid customer frustration.
Technical Accuracy
Improvement
Incorrectly claimed that accessing http://[REDACTED_PHONE] or http://myrouter.local depends on a remote server being online. KB states local UI is self-hosted and accessible offline.
Improvement
Used unsupported 5-press pairing method on MX6200 (supported only on LN1100, MX6200 Cognitive Mesh variant, MBE7000—not standard MX series).
Improvement
Incorrect URL provided caused customer confusion and delayed troubleshooting.
Improvement
Factually incorrect information misled the customer and delayed resolution.
Improvement
Repeatedly gave wrong support URL, causing confusion and no resolution path.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Escalated to Level 2; ticket LTS00131695 created; callback promised within 24 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-01 21:40:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi CAT team, I would like to escalate case to CAT for further troubleshooting as cx requested for it. Phone: [REDACTED_PHONE] Country: US Issue and description: can’t access web ui Asset for escalation/Model: MR20EC TS done: connect directly to router w/o modem reset setup using app access web ui Case Summary: The customer stated that the router is working properly, but they are unable to access the router’s local web UI. They attempted to access it using the default IP address, [REDAC...'}, {'timestamp': '2026-06-01 21:40:54', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-02 00:26:22', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 22:47:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '- Callback process 6:47 AM MNLA - Dialed [REDACTED_PHONE] - Phone is ringing - Mention opening spiel, but nobody answers the call - Mention idle spiel - Mention closing spiel - Left VM'}, {'timestamp': '2026-06-04 22:47:51', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello, Marty, This is from the Customer Assurance Team. We tried calling you today at [REDACTED_PHONE] but were unable to reach you. If you need immediate assistance, please call our direct hotline at ([REDACTED_PHONE]**. We are open Monday through Friday, from 9:00 AM to 9:00 PM EST. Your ticket number is TE00131695. For frequently asked questions, you may also visit our website: [http://www.linksys.com/support][1] [1]: http://www.linksys.com/support'}, {'timestamp': '2026-06-04 22:49:27', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Sir [@Marc Baynos][1], I attempted to call the customer, but he is still unreachable. cc: [@Joey Agao][2] [@Kirby Jason Dona][3] [1]: mailto:[REDACTED_EMAIL] [2]: mailto:[REDACTED_EMAIL] [3]: mailto:[REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 22:50:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Escalated to Level 2 for warranty assessment and replacement; callback promised within 24 hours.
- Level 2 Resolution Steps: [{'timestamp': '2025-06-27 00:30:14', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Reason for bubble up: Getting an error 2370 after adding the unconfigured child node wirelessly through parent node’s web interface (CA router setup). the child node will stay solid blue light and will not respond after adding wireless child node through CA router setup.'}, {'timestamp': '2025-07-17 20:12:31', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2025-07-17 20:21:08', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Queue: Pilot L1 Caller ID: [REDACTED_PHONE] ==================== Issue Description: MX6200_Child Node Lost Connection History: - He called the other day and he had the same problem. - Total of 4 nodes - they used the CN to setup as a PN - he said that this is the only node that keeps offline and there is something wrong with it. - He said that troubleshooting is not working for him. - He put the original PN. - he said that the CN is always red - he don't have time to go to troub..."}, {'timestamp': '2026-06-04 23:17:03', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '- Callback process 7:15 AM MNLA - Dialed [REDACTED_PHONE] - Phone is ringing - Reached VM - Left VM - End call'}, {'timestamp': '2026-06-04 23:38:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '- Callback process 7:38 AM MNLA - Dialed [REDACTED_PHONE] - Phone is ringing - Reached VM - Left VM - End call'}, {'timestamp': '2026-06-04 23:59:35', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello, Charles, This is from the Customer Assurance Team. We tried calling you today at [REDACTED_PHONE] but were unable to reach you. If you need immediate assistance, please call our direct hotline at ([REDACTED_PHONE]. We are open Monday through Friday, from 9:00 AM to 9:00 PM EST. Your ticket number is TE00113700. For frequently asked questions, you may also visit our website: http://www.linksys.com/support Thank you.'}, {'timestamp': '2026-06-04 23:59:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: No fix achieved; advised issue is under investigation with no timeline or escalation path.
- Current Status: Resolved
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve technical accuracy in troubleshooting steps, especially for mesh node pairing and LED interpretation.; Enhance protocol adherence by verifying warranty status and creating case numbers for all calls.; Reduce model confusion and incorrect URL guidance to avoid customer frustration.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131593 | 2026-06-01 14:15:31+00:00 | 1.00 | INBOUND | MR20MS | SETUP | not_fixed |
| #LTS00131610 | 2026-06-01 14:43:53+00:00 | 4.20 | INBOUND | MBE7000 | CONNECTIVITY | Node successfully paired (solid white); advised relocation and sent email confirmation. |
| #LTS00131631 | 2026-06-01 15:25:40+00:00 | 2.80 | INBOUND | MR6350 | SETUP | Registration completed; router appears to be in setup mode via app. Customer advised to verify internet connectivity and Wi-Fi connection on a device. |
| #LTS00125222 | 2026-06-01 15:52:25+00:00 | 1.30 | INBOUND | RE7000 | SETUP | No valid resolution or next step provided. Customer left without actionable path. |
| #LTS00082539 | 2026-06-01 16:31:41+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Advised customer to contact Spectrum to check modem hardware due to suspected failure. |
| #LTS00131631 | 2026-06-01 16:55:26+00:00 | 4.30 | INBOUND | MR6350 | SETUP | Internet restored; no further action required. |
| #GI00131653 | 2026-06-01 17:45:25+00:00 | 2.20 | INBOUND | LGS328C | GENERAL INQUIRY | No concrete resolution; customer directed to search online retailers independently. |
| #LTS00131658 | 2026-06-01 17:51:01+00:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | Customer directed to support.linksys.com for AI or chatbot assistance due to alleged out-of-warranty status; no fix confirmed. |
| #LTS00131671 | 2026-06-01 18:38:58+00:00 | 2.80 | INBOUND | RE9000 | SETUP | Email with official setup instructions will be sent; customer indicated they will return the product. |
| #LTS00131683 | 2026-06-01 19:37:55+00:00 | 2.80 | INBOUND | MR7350 | CONNECTIVITY | Agent will email troubleshooting guidelines and ticket number. |
| #LTS00131688 | 2026-06-01 20:00:28+00:00 | 2.10 | INBOUND | E8450 | CONNECTIVITY | Advised that app pairing is not supported and firmware is up to date; no further troubleshooting or self-help resources provided. |
| #TE00131695 | 2026-06-01 20:23:32+00:00 | 1.40 | INBOUND | MR20EC | ACCESS | Escalated to Level 2; ticket LTS00131695 created; callback promised within 24 hours. |
| #LTS00131722 | 2026-06-01 22:31:45+00:00 | 1.40 | INBOUND | E2500 | SETUP | Advised to use Linksys online support AI bot for self‑help. |
| #LTS00131819 | 2026-06-02 14:34:08+00:00 | 2.30 | INBOUND | MX5300 | SETUP | Customer to contact Amazon for a replacement unit due to suspected hardware defect and incorrect item received. |
| #GI00131846 | 2026-06-02 15:47:47+00:00 | 2.20 | INBOUND | EA6350 | SETUP | Reconnect cable to yellow-labeled WAN port; no confirmation of success. |
| #LTS00131853 | 2026-06-02 16:24:27+00:00 | 2.80 | INBOUND | WHW03 | CONFIGURATION | Customer applied SSID changes; advised to refresh devices and reconnect. Ticket created for follow-up if devices still fail. |
| #LTS00131866 | 2026-06-02 17:05:53+00:00 | 1.80 | INBOUND | EA8300 | SETUP | Agent promised to email setup guide; no confirmation of resolution or follow-up path established. |
| #LTS00131866 | 2026-06-02 17:43:48+00:00 | 2.90 | INBOUND | EA8300 | SETUP | Customer to follow the EA8300 manual configuration guide on the support site. |
| #LTS00131879 | 2026-06-02 18:03:07+00:00 | 2.80 | INBOUND | MX2000 | SETUP | Both nodes now show solid blue; customer will verify Wi-Fi stability independently and use spare if needed. |
| #LTS00131884 | 2026-06-02 18:48:30+00:00 | 1.00 | INBOUND | MX2000 | SETUP | not_fixed |
| #LTS00131909 | 2026-06-02 20:36:58+00:00 | 1.20 | INBOUND | MX4200 | ACCESS | not_fixed |
| #LTS00131909 | 2026-06-02 20:48:21+00:00 | 2.20 | OUTBOUND | MX4200 | ACCESS | No resolution confirmed. Call ended without follow-up plan. |
| #LTS00131934 | 2026-06-02 22:24:58+00:00 | 2.90 | INBOUND | MX6200 | CONFIGURATION | Customer will create a dedicated 2.4 GHz SSID and reconnect cameras; will follow up if the issue persists. |
| #LTS00132035 | 2026-06-03 15:25:53+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | Agent incorrectly declared node added and call closed. No functional validation performed. Correct next step: use app-based pairing via http://192.168.1.1 or http://myrouter.local. |
| #LTS00132060 | 2026-06-03 16:53:47+00:00 | 1.10 | INBOUND | MX4200 | CONNECTIVITY | Sent email with generic troubleshooting steps; no confirmed fix. |
| #LTS00132084 | 2026-06-03 18:00:00+00:00 | 1.10 | INBOUND | EA6350 | CONNECTIVITY | Advise replacement of out-of-warranty router; no diagnostic confirmation of fault. |
| #LTS00131955 | 2026-06-03 19:03:09+00:00 | 1.20 | INBOUND | E1200 | ACCESS | Agent suggested using the (incorrect) support site AI agent; no valid next step provided. |
| #LTS00132104 | 2026-06-03 19:20:11+00:00 | 2.80 | INBOUND | EA7250 | ACCESS | Router reset and initial setup completed; customer instructed to use default Wi-Fi password from label. |
| #LTS00132131 | 2026-06-03 22:10:11+00:00 | 3.20 | INBOUND | RE6500 | SETUP | Offered paid support ($15) or email of setup guide; customer declined. |
| #LTS00066814 | 2026-06-03 22:23:00+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Customer to relocate nodes after confirming solid blue lights; no follow-up scheduled. |
| #TE00083279 | 2026-06-04 14:27:46+00:00 | 2.90 | INBOUND | MX6200 | HARDWARE | Escalated to Level 2 for warranty assessment and replacement; callback promised within 24 hours. |
| #LTS00132243 | 2026-06-04 15:28:04+00:00 | 1.50 | INBOUND | MR8300 | CONFIGURATION | None provided. Agent suggested customer call back or contact another agent but did not transfer or escalate. |
| #LTS00132266 | 2026-06-04 16:19:54+00:00 | 2.80 | INBOUND | SPNMX20CF | ACCESS | Password reset completed; access likely restored but not confirmed. |
| #LTS00132295 | 2026-06-04 17:52:55+00:00 | 1.80 | INBOUND | LN11011202 | ACCESS | No fix achieved; advised issue is under investigation with no timeline or escalation path. |
| #LTS00132296 | 2026-06-04 18:34:26+00:00 | 1.00 | INBOUND | EA6350 | ACCESS | None provided |
| #LTS00132304 | 2026-06-04 19:24:03+00:00 | 1.80 | INBOUND | EA8300 | CONNECTIVITY | Perform power-cycle of modem and router, verify internet by connecting a PC directly to the modem, and call back if still no service. |
| #LTS00132315 | 2026-06-04 19:46:55+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Perform proper factory reset using reset button (10 seconds), verify WAN cable is securely connected from modem to parent node, ensure modem is online, then set up using Velop app or http://myrouter.local. If issue persists, escalate to senior technician. |
| #LTS00132329 | 2026-06-04 22:09:55+00:00 | 2.90 | INBOUND | WHW03 | SETUP | Agent to email troubleshooting steps; customer to self-troubleshoot using support.linksys.com and contact ISP if needed. |
| #LTS00132412 | 2026-06-05 14:38:05+00:00 | — | INBOUND | EA7500 | CONNECTIVITY | — |
| #LTS00132418 | 2026-06-05 15:09:08+00:00 | 1.10 | INBOUND | EA8300 | SETUP | Advised customer to upload unspecified information and call back for warranty validation—no technical resolution or actionable self-help provided. |
| #LTS00132425 | 2026-06-05 15:51:52+00:00 | 1.80 | INBOUND | E5400 | SETUP | Sent email with generic setup guidelines. |
| #LTS00132431 | 2026-06-05 16:08:04+00:00 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to contact ISP for service restoration; no further Linksys action taken. |
| #GI00132436 | 2026-06-05 17:08:12+00:00 | 3.50 | INBOUND | — | GENERAL INQUIRY | Advised customer to contact LiftMaster or gate manufacturer support. |
| #LTS00132449 | 2026-06-05 18:18:07+00:00 | 2.80 | INBOUND | MX5500 | SETUP | Agent will email a step‑by‑step guide for resetting and re‑configuring the main node; customer may also purchase paid support if needed. |
| #LTS00132454 | 2026-06-05 18:40:56+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Provide correct pairing instructions (use Pair button or web UI) and verify node status. If still failing, arrange escalation or hardware check. |
| #LTS00132464 | 2026-06-05 19:30:22+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Agent will email detailed self‑help steps for resetting and re‑pairing the mesh nodes. |
| #LTS00132158 | 2026-06-05 19:40:15+00:00 | 2.20 | INBOUND | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00132464 | 2026-06-05 19:55:50+00:00 | 1.00 | INBOUND | WHW03 | SETUP | Customer advised to check spam and call back later. No valid resolution or next step provided. |
| #LTS00132476 | 2026-06-05 20:45:43+00:00 | 2.20 | INBOUND | EA8300 | CONNECTIVITY | Advised customer to replace the router with a newer model; no technical fix applied. |
| #LTS00132492 | 2026-06-05 22:11:12+00:00 | 2.80 | OUTBOUND | EA8300 | SETUP | Email sent with troubleshooting guide and link to AI chatbot. |