charm.awitan — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 28m 2s; outlier: 2.4x weekly median handle time.
• MX is the slowest family at 27m 41s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.24 vs. last week.
• Average handle time moved up by 3m 18s.
• Family swing: WHW handle time moved up by 15m 03s vs. last week.
• Family swing: MR handle time moved up by 8m 45s vs. last week.
• Family swing: MX handle time moved up by 7m 30s vs. last week.

What Went Well

1. Accurate model identification and serial collection

> "Model number is M R... MR7500 and the serial number is 45 C as in cat... 01109."

#LTS00131588

1. Effective parental control resolution

> "Disabled block for the specific device in Parental Controls... set to Never block."

#LTS00131573

Growth Opportunities

1. Avoid materially incorrect technical guidance

> "EA7450 admin access uses the default admin password printed on the device label, not an email account."

#LTS00131594

Next step: Always verify local admin credentials against KB before instructing login.

1. Perform basic WAN troubleshooting before escalating

> "Skipped modem power-cycle, WAN LED check, and admin page access despite clear connectivity issues."

#LTS00131609

Next step: Run WAN diagnostics (cable reseat, modem reboot, WAN LED validation) for all connectivity cases.

Next Week's Focus

• Verify WAN status on every connectivity call (modem lights, cable connections, ISP signal).
• Use KB-aligned reset procedures (e.g., 15s factory reset for MBE7000, not 20s).
• Collect model/serial/warranty on every call — no exceptions.
• Escalate only after exhausting safe, free troubleshooting branches (power cycles, LED checks, basic config).

Technical Accuracy

Improvement

• Agent provided materially incorrect technical guidance on router login method for EA7450.

#LTS00131594

Improvement

• Agent incorrectly applied Cognitive Mesh 5-press pairing method to an MX8500 device.

#LTS00131693

Improvement

• Agent gave invalid router admin IP address causing browser error.

#LTS00131804

Improvement

• Agent instructed 5-press reset method not applicable to MR20 device.

#LTS00131860

Improvement

• Agent provided materially inaccurate technical advice for DHCP failure on SPNMX62CF.

#LTS00132452

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200 with intermittent disconnects, solid red light, parent node offline.
• Why it escalated: L1 skipped WAN/modem checks, misapplied 5-press pairing, and failed to verify hardware.
• What L2 did:

- Verified modem/WAN status and re-provisioned the node.

- Confirmed firmware compatibility and guided a clean re-add via web UI.

- Validated post-reset connectivity and provided long-term stability tips.

• L1 learning points:

1. Always check modem/WAN before mesh troubleshooting.

2. Use model-specific reset procedures (15s for MX6200, not 20s).

3. Collect serial number and warranty status early.

#LTS00132222 — Resolved by Level 2

• What L1 saw: MX6200 mesh nodes stuck on red/blinking lights, app pairing failed.
• Why it escalated: L1 reset nodes but didn’t confirm re-pairing or WAN.
• What L2 did:

- Guided wired backhaul setup and verified node signals.

- Re-flashed firmware and re-added nodes via admin UI.

- Confirmed internet on all nodes post-recovery.

• L1 learning points:

1. After reset, always re-pair via app/web UI and confirm node status.

2. Check wired backhaul signal strength before wireless pairing.

3. Use http://myrouter.local for admin access unless KB specifies otherwise.

#TE00057780 — Resolved by Level 2

• What L1 saw: MBE7000 child node disconnected, solid blue light but no internet.
• Why it escalated: L1 suggested purchasing new nodes without diagnosing hardware/firmware.
• What L2 did:

- Released beta firmware for MBE7000 to address known disconnects.

- Guided customer through manual update and node re-add.

- Monitored post-update stability for 24h.

• L1 learning points:

1. Check for firmware updates before recommending hardware replacement.

2. Use model-specific KB articles for beta firmware procedures.

3. Document firmware version and post-update behavior.

Coach Appendix

High-signal trend: MX/WHW handle times are 2–2.4x the weekly median, driven by connectivity/setup issues and incomplete protocol adherence. Prioritize WAN validation, model-specific reset procedures, and serial/warranty collection to reduce time and improve resolution rates.

This Week's Calls