# charm.awitan — 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 | | --- | --- | --- | --- | --- | --- | | 34 | 17m 28s | MX6200 | CONNECTIVITY | 34 | 3 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.32 | 34 | | Protocol | 1.85 | 34 | | Communication | 2.21 | 34 | | Overall | 2.26 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 7 | 28m 2s | 2.29 | 2.43 | 1.71 | 2.00 | Outlier: 2.4x weekly median handle time | | MX | 12 | 27m 41s | 1.88 | 1.75 | 1.75 | 2.17 | Outlier: 2.4x weekly median handle time | | SPN | 3 | 17m 56s | 3.03 | 3.67 | 2.67 | 2.33 | Outlier: 1.6x weekly median handle time | | MR | 4 | 16m 11s | 2.60 | 2.50 | 2.50 | 2.50 | | | EA | 6 | 11m 31s | 2.02 | 1.50 | 1.50 | 2.00 | | | MBE | 2 | 10m 16s | 2.00 | 2.50 | 1.50 | 2.50 | | | OTHER | 1 | 7m 30s | 1.00 | 1.00 | 1.00 | 1.00 | | | WRT | 1 | 6m 3s | 1.80 | 4.00 | 1.00 | 2.00 | | | E | 1 | 4m 47s | 2.90 | 5.00 | 2.00 | 2.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 17 | 21m 47s | 2.15 | 2.24 | 1.76 | 2.18 | ✓ | | SETUP | 9 | 20m 45s | 2.30 | 2.33 | 2.00 | 2.33 | | | ACCESS | 4 | 12m 23s | 2.55 | 3.00 | 2.25 | 2.25 | | | CONFIGURATION | 3 | 14m 7s | 1.80 | 2.00 | 1.67 | 2.33 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131588/) 2. **Effective parental control resolution** > *"Disabled block for the specific device in Parental Controls... set to Never block."* [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131594/) *Next step: Always verify local admin credentials against KB before instructing login.* 2. **Perform basic WAN troubleshooting before escalating** > *"Skipped modem power-cycle, WAN LED check, and admin page access despite clear connectivity issues."* [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) *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](https://linksys.happyfox.com/staff/ticket/131594/) ### **Improvement** - Agent incorrectly applied Cognitive Mesh 5-press pairing method to an MX8500 device. [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) ### **Improvement** - Agent gave invalid router admin IP address causing browser error. [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) ### **Improvement** - Agent instructed 5-press reset method not applicable to MR20 device. [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) ### **Improvement** - Agent provided materially inaccurate technical advice for DHCP failure on SPNMX62CF. [#LTS00132452](https://linksys.happyfox.com/staff/ticket/132452/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — 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](https://linksys.happyfox.com/staff/ticket/132222/) — 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](https://linksys.happyfox.com/staff/ticket/57780/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 13:05 | 1.3 | INBOUND | MBE7000 | SETUP | No resolution confirmed | | [#LTS00131588](https://linksys.happyfox.com/staff/ticket/131588/) | 2026-06-01 13:11 | 3.0 | INBOUND | MR7500 | SETUP | ✓ Likely resolved | | [#LTS00131594](https://linksys.happyfox.com/staff/ticket/131594/) | 2026-06-01 13:29 | 3.0 | INBOUND | EA7450 | SETUP | Closed with self-help | | [#LTS00131598](https://linksys.happyfox.com/staff/ticket/131598/) | 2026-06-01 14:05 | 2.6 | INBOUND | WHW03 | ACCESS | ↻ Callback set | | [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) | 2026-06-01 14:34 | 1.6 | INBOUND | EA6350 | CONNECTIVITY | Email promised | | [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) | 2026-06-01 15:02 | 1.4 | INBOUND | MX8500 | SETUP | Abandoned | | [#LTS00131624](https://linksys.happyfox.com/staff/ticket/131624/) | 2026-06-01 15:20 | 2.9 | INBOUND | E9450 | ACCESS | Closed with self-help | | [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 17:28 | 3.4 | INBOUND | SPNMX57CF | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131682](https://linksys.happyfox.com/staff/ticket/131682/) | 2026-06-01 19:36 | 1.8 | INBOUND | WRT54G | SETUP | Callback set | | [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) | 2026-06-01 19:55 | 1.6 | INBOUND | MX8500 | CONNECTIVITY | Pending resolution | | [#LTS00131815](https://linksys.happyfox.com/staff/ticket/131815/) | 2026-06-02 14:21 | 2.8 | INBOUND | EA8300 | CONNECTIVITY | Closed with self-help | | [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) | 2026-06-02 15:37 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) | 2026-06-02 16:53 | 1.8 | INBOUND | MR20EC | SETUP | Callback set | | [#LTS00131873](https://linksys.happyfox.com/staff/ticket/131873/) | 2026-06-02 17:39 | 2.8 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00131903](https://linksys.happyfox.com/staff/ticket/131903/) | 2026-06-02 19:52 | 1.8 | INBOUND | MX4200 | HARDWARE | Abandoned | | [#LTS00040167](https://linksys.happyfox.com/staff/ticket/40167/) | 2026-06-03 14:01 | 1.0 | INBOUND | MX6200 | SETUP | Callback set | | [#LTS00132043](https://linksys.happyfox.com/staff/ticket/132043/) | 2026-06-03 15:59 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00132106](https://linksys.happyfox.com/staff/ticket/132106/) | 2026-06-03 19:16 | 2.8 | INBOUND | WHW03 | SETUP | Callback set | | [#LTS00132110](https://linksys.happyfox.com/staff/ticket/132110/) | 2026-06-03 19:41 | 1.3 | INBOUND | EA9500 | CONFIGURATION | Abandoned | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 13:02 | 2.8 | INBOUND | MR75MS | SETUP | Callback set | | [#LTS00121874](https://linksys.happyfox.com/staff/ticket/121874/) | 2026-06-05 15:47 | 1.0 | INBOUND | WHW03 | SETUP | No next step | | [#LTS00132423](https://linksys.happyfox.com/staff/ticket/132423/) | 2026-06-05 16:05 | 1.0 | INBOUND | WUSB6300 | NO TROUBLESHOOTING NEEDED | Abandoned | | [#LTS00132429](https://linksys.happyfox.com/staff/ticket/132429/) | 2026-06-05 16:43 | 2.8 | INBOUND | WHW03 | ACCESS | Pending resolution | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 19:02 | 2.8 | INBOUND | MX5300 | CONFIGURATION | Callback set | | [#LTS00132452](https://linksys.happyfox.com/staff/ticket/132452/) | 2026-06-05 18:15 | 1.4 | INBOUND | SPNM62CF | CONNECTIVITY | Incorrectly closed | | [#LTS00044333](https://linksys.happyfox.com/staff/ticket/44333/) | 2026-06-05 19:12 | 1.4 | INBOUND | MX6200 | SETUP | Abandoned | | [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-05 20:30 | 2.7 | INBOUND | MBE7000 | CONNECTIVITY | Callback set |