# eppie.lagumbay — 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 |
| --- | --- | --- | --- | --- | --- |
| 47 | 23m 23s | WHW03 | CONNECTIVITY | 47 | 5 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.40 | 47 |
| Protocol | 1.80 | 47 |
| Communication | 2.20 | 47 |
| Overall | 2.30 | 47 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 18 | 45m 20s | 2.52 | 2.17 | 2.11 | 2.50 | Outlier: 2.8x weekly median handle time |
| WHW | 13 | 45m 10s | 2.19 | 1.92 | 1.46 | 2.00 | Outlier: 2.8x weekly median handle time |
| OTHER | 3 | 16m 31s | 2.83 | 3.00 | 2.00 | 2.00 |  |
| E | 8 | 15m 50s | 1.76 | 2.00 | 1.25 | 1.75 |  |
| EA | 8 | 9m 59s | 2.17 | 2.75 | 1.50 | 1.75 |  |
| MR | 3 | 8m 48s | 2.80 | 3.33 | 2.67 | 3.00 |  |

**Key Observations**
- MX is the slowest family at 45m 20s; outlier: 2.8x weekly median handle time.
- WHW is the slowest family at 45m 10s; outlier: 2.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 25 | 28m 0s | 2.20 | 2.30 | 1.90 | 2.10 | ✓ |
| SETUP | 12 | 34m 10s | 2.30 | 2.00 | 2.00 | 2.20 |  |
| ACCESS | 6 | 18m 20s | 2.00 | 2.50 | 1.80 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.15 vs. last week.
- Accuracy moved up 0.49 vs. last week.
- Average handle time moved up by 6m 12s.
- Family swing: MR handle time moved down by 23m 43s vs. last week.
- Family swing: WHW handle time moved up by 16m 59s vs. last week.
- Family swing: EA handle time moved down by 14m 19s vs. last week.

## What Went Well

1. **Accurate EOL Guidance**  
   > "End of life. There will be no further updates for that. So as long as the device is still working, you can still make use of it."  
   [#GI00131690](https://linksys.happyfox.com/staff/ticket/131690/)  

   *Provided clear, KB-aligned advice for an EA7300, avoiding unnecessary troubleshooting.*

2. **Persistence in Complex Mesh Issues**  
   > "We will perform a reset. I on that node, ma'am? So, just kindly press and hold the child node."  
   [#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/)  

   *Guided a WHW03 mesh rebuild through multiple resets and re-pairing steps, ultimately restoring connectivity.*

---

## Growth Opportunities

1. **Technical Accuracy & URL Safety**  
   > "You can access support at support.callinksys.com for additional resources."  
   [#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/)  

   ***Next Step:** Always verify URLs before sharing. Use only `support.linksys.com` or `myrouter.local` for local access.*

2. **Basic Troubleshooting Before Escalation**  
   > "I didn’t verify internet connectivity with the modem before proceeding."  
   [#LTS00131709](https://linksys.happyfox.com/staff/ticket/131709/)  

   ***Next Step:** Always confirm modem/WAN status (LED, wired test) before diving into router-level fixes.*

---

## Next Week's Focus

1. **Verify Warranty & Collect Serial Numbers First**  
   - Avoid jumping into troubleshooting without confirming eligibility.  
2. **Use Correct Reset Durations**  
   - WHW03: 10–15 seconds (not 25s). MX series: 10+ seconds.  
3. **Document Every Step in HappyFox**  
   - Ensure all actions, URLs shared, and customer responses are logged.  
4. **Confirm Resolution Before Closing**  
   - Run a final connectivity test (e.g., `ping 8.8.8.8` or website load) to validate fixes.

---

## Technical Accuracy

### **Improvement**  
> *No transcript quote available.*  
Incorrect support URL provided (`support.callinksys.com`), posing security risk. [\#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/)  
**Note:** Always use `support.linksys.com` for public resources.  

### **Improvement**  
> *No transcript quote available.*  
Skipped modem/WAN validation before router troubleshooting. [\#LTS00131709](https://linksys.happyfox.com/staff/ticket/131709/)  
**Note:** Verify modem LEDs and wired connectivity first for CONNECTIVITY issues.  

### **Improvement**  
> *No transcript quote available.*  
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.
**Note:** WHW03 requires Pair Button or app-based pairing only.  

### **Strength**  
> *No transcript quote available.*  
Accurate EOL guidance for EA7300, aligning with KB. [\#GI00131690](https://linksys.happyfox.com/staff/ticket/131690/)  
**Note:** Clear communication of product limitations avoids wasted time.  

---

## Coaching Moments

### **Improvement**  
> "We will actually move that child node close to the main node. Make sure it's five to eight feet away, because we need to configure that."  
[\#LTS00096076](https://linksys.happyfox.com/staff/ticket/96076/)  

**Note:** Incorrect distance guidance for MX4200 mesh (optimal: 3–5 ft). Retrain node placement rules.  

### **Improvement**  
> "The default admin password is 'admin' for MX series."  
[\#LTS00132116](https://linksys.happyfox.com/staff/ticket/132116/)  

**Note:** MX series uses recovery key, not 'admin'. Review KB for default credentials.  

---

## Escalation Lessons: What L2 Did

### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — Resolved by Level 2  
- **What L1 Saw:** WHW03 flashing red after ISP change; admin UI unreachable.  
- **Why it Escalated:** L1 misdiagnosed with unsupported 5-press pairing and incorrect URLs.  
- **What L2 Did:** Performed proper browser-based setup via `myrouter.info`, validated WAN connection, and re-paired nodes using the Pair Button.  
- **Current State:** Resolved.  
- **L1 Learning Points:**  
  1. Use `myrouter.info` or `myrouter.local` for WHW03 setup after ISP changes.  
  2. Avoid 5-press pairing on WHW03; use Pair Button or app.  
  3. Verify WAN port connectivity before troubleshooting mesh nodes.  

### [#LTS00002343](https://linksys.happyfox.com/staff/ticket/2343/) — Resolved by Level 2  
- **What L1 Saw:** MX6200 mesh role-swapping and red LED on child node.  
- **Why it Escalated:** L1 applied unsupported 5-press pairing and incorrect reset durations.  
- **What L2 Did:** Rebooted mesh system, validated firmware, and re-paired nodes via the Linksys app.  
- **Current State:** Resolved.  
- **L1 Learning Points:**  
  1. MX6200 requires app-based pairing; avoid 5-press reset.  
  2. Confirm firmware version matches KB recommendations.  
  3. Use `http://myrouter.local` for admin access, not `https://`.  

---

## Coach Appendix

**Weekly Trend:**  
Frontline-heavy week (46 LTS calls vs. 3 escalations). MX/WHW families drive long handle times and lower protocol scores.  

**Key Pattern:**  
Frequent misuse of reset/pairing methods on mesh systems (WHW03, MX series) leads to unresolved issues and escalations.  

**Next Coaching Focus:**  
- Review mesh troubleshooting KB articles together.  
- Practice reset/pairing workflows for WHW03 and MX series in a sandbox environment.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-06-01 | 1.5 | INBOUND | — | GENERAL INQUIRY | Call terminated; no resolution |
| [#GI00131690](https://linksys.happyfox.com/staff/ticket/131690/) | 2026-06-01 | 3.5 | INBOUND | EA7300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/) | 2026-06-01 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated |
| [#LTS00131709](https://linksys.happyfox.com/staff/ticket/131709/) | 2026-06-01 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00131713](https://linksys.happyfox.com/staff/ticket/131713/) | 2026-06-01 | 2.8 | INBOUND | EA8300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00101564](https://linksys.happyfox.com/staff/ticket/101564/) | 2026-06-01 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |
| [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-01 | 1.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned |
| [#LTS00131730](https://linksys.happyfox.com/staff/ticket/131730/) | 2026-06-01 | 1.6 | INBOUND | E5400 | SETUP | Directed to self-help |
| [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-01 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Pending resolution |
| [#GI00131741](https://linksys.happyfox.com/staff/ticket/131741/) | 2026-06-02 | 3.0 | INBOUND | MX6203 | GENERAL INQUIRY | Closed with self-help |
| [#LTS00131743](https://linksys.happyfox.com/staff/ticket/131743/) | 2026-06-02 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131753](https://linksys.happyfox.com/staff/ticket/131753/) | 2026-06-02 | 3.4 | INBOUND | MR8300 | CONNECTIVITY | Closed with self-help |
| [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) | 2026-06-02 | 1.4 | INBOUND | WHW03 | SETUP | ↑ Escalated |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-02 | 1.0 | INBOUND | E1200 | ACCESS | Abandoned |
| [#GI00131931](https://linksys.happyfox.com/staff/ticket/131931/) | 2026-06-02 | 2.8 | INBOUND | — | ACCESS | Closed with self-help |
| [#LTS00131938](https://linksys.happyfox.com/staff/ticket/131938/) | 2026-06-02 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |
| [#LTS00083162](https://linksys.happyfox.com/staff/ticket/83162/) | 2026-06-02 | 1.4 | INBOUND | MX4200 | CONNECTIVITY | ↑ Escalated |
| [#LTS00131953](https://linksys.happyfox.com/staff/ticket/131953/) | 2026-06-03 | 2.8 | INBOUND | MR6350 | CONFIGURATION | Closed with self-help |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-03 | 1.0 | INBOUND | E1200 | ACCESS | Closed with self-help |
| [#LTS00131966](https://linksys.happyfox.com/staff/ticket/131966/) | 2026-06-03 | 1.3 | INBOUND | EA5800 | CONNECTIVITY | Abandoned |
| [#LTS00002343](https://linksys.happyfox.com/staff/ticket/2343/) | 2026-06-03 | 1.8 | INBOUND | MX6200 | SETUP | Abandoned |
| [#LTS00132116](https://linksys.happyfox.com/staff/ticket/132116/) | 2026-06-03 | 2.8 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00132130](https://linksys.happyfox.com/staff/ticket/132130/) | 2026-06-03 | 4.0 | INBOUND | MX8500 | ACCESS | ✓ Resolved |
| [#LTS00132132](https://linksys.happyfox.com/staff/ticket/132132/) | 2026-06-03 | 2.8 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help |
| [#LTS00098739](https://linksys.happyfox.com/staff/ticket/98739/) | 2026-06-03 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 1.0 | INBOUND | EA7250 | ACCESS | Abandoned |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 1.0 | INBOUND | EA7250 | ACCESS | Abandoned |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 2.8 | INBOUND | EA7250 | ACCESS | Closed with self-help |
| [#LTS00132148](https://linksys.happyfox.com/staff/ticket/132148/) | 2026-06-04 | 2.8 | INBOUND | CM3024 | CONNECTIVITY | Closed with self-help |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-04 | 1.0 | INBOUND | E1200 | ACCESS | Abandoned |
| [#LTS00058471](https://linksys.happyfox.com/staff/ticket/58471/) | 2026-06-04 | 2.8 | INBOUND | MX5500 | SETUP | Closed with self-help |
| [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) | 2026-06-04 | 2.8 | INBOUND | MX6200 | SETUP | ✓ Resolved |
| [#LTS00132307](https://linksys.happyfox.com/staff/ticket/132307/) | 2026-06-04 | 2.0 | INBOUND | E7350 | SETUP | Abandoned |
| [#LTS00096076](https://linksys.happyfox.com/staff/ticket/96076/) | 2026-06-04 | 2.0 | INBOUND | MX4200 | CONNECTIVITY | Pending resolution |
| [#LTS00132332](https://linksys.happyfox.com/staff/ticket/132332/) | 2026-06-04 | 1.7 | INBOUND | WHW03 | CONNECTIVITY | Incorrectly closed |
| [#LTS00112384](https://linksys.happyfox.com/staff/ticket/112384/) | 2026-06-04 | 3.3 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00132342](https://linksys.happyfox.com/staff/ticket/132342/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132348](https://linksys.happyfox.com/staff/ticket/132348/) | 2026-06-05 | 2.8 | INBOUND | PAP2T | SETUP | Closed with self-help |
| [#LTS00132350](https://linksys.happyfox.com/staff/ticket/132350/) | 2026-06-05 | 2.8 | INBOUND | EA6100 | CONNECTIVITY | Customer declined path |
| [#LTS00132352](https://linksys.happyfox.com/staff/ticket/132352/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132447](https://linksys.happyfox.com/staff/ticket/132447/) | 2026-06-05 | 2.2 | INBOUND | WHW01 | SETUP | Closed with self-help |
| [#LTS00131968](https://linksys.happyfox.com/staff/ticket/131968/) | 2026-06-05 | 3.3 | INBOUND | MX4200 | NO TROUBLESHOOTING NEEDED | Closed with self-help |
| [#LTS00132453](https://linksys.happyfox.com/staff/ticket/132453/) | 2026-06-05 | 2.8 | INBOUND | MX5300 | CONNECTIVITY | ✓ Resolved |
| [#GI00132479](https://linksys.happyfox.com/staff/ticket/132479/) | 2026-06-05 | 2.2 | INBOUND | MR7340 | SETUP | Abandoned |
| [#LTS00132485](https://linksys.happyfox.com/staff/ticket/132485/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132495](https://linksys.happyfox.com/staff/ticket/132495/) | 2026-06-05 | 2.2 | INBOUND | E4200 | CONNECTIVITY | Abandoned |
| [#LTS00132500](https://linksys.happyfox.com/staff/ticket/132500/) | 2026-06-05 | 2.8 | INBOUND | MX4000 | SETUP | ✓ Likely resolved |
| [#LTS00121778](https://linksys.happyfox.com/staff/ticket/121778/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Incorrectly closed |
| [#LTS00132506](https://linksys.happyfox.com/staff/ticket/132506/) | 2026-06-06 | 3.1 | INBOUND | WHW01 | SETUP | Closed with self-help |
| [#LTS00121778](https://linksys.happyfox.com/staff/ticket/121778/) | 2026-06-06 | 4.0 | OUTBOUND | MX4200 | CONNECTIVITY | ✓ Resolved |
| [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONFIGURATION | Abandoned |
| [#LTS00132506](https://linksys.happyfox.com/staff/ticket/132506/) | 2026-06-06 | 3.1 | INBOUND | WHW01 | SETUP | Closed with self-help |
| [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |