kharla.proel — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 66m 4s; outlier: 4.0x weekly median handle time.
• MX is the slowest family at 43m 33s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 1m 02s.
• Family swing: WHW handle time moved down by 18m 32s vs. last week.
• Family swing: MX handle time moved up by 11m 02s vs. last week.
• Family swing: MR handle time moved down by 9m 47s vs. last week.

What Went Well

1. Customer Information Mastery

> “Thank you for calling Linksys. This is Kharla. How may I help you? Okay. So you lost internet connection. When did it happen, sir? Yesterday. Okay. Was there any outage or things that happened or it just suddenly stopped working? Okay.”

#LTS00131880

Consistently captured full contact details (name, phone, email, ISP) and device specifics early in calls, enabling accurate case creation and follow-up.

1. Escalation Discipline

> “I’ll escalate this to Level 2 as you requested. You’ll receive a callback within 24–48 business hours.”

#TE00124455

Set clear expectations for L2 handoffs, including timeframe and next steps, reducing customer anxiety and repeat contacts.

Growth Opportunities

1. Technical Accuracy & KB Adherence

> “The router is end-of-support. We can’t troubleshoot further.”

#LTS00131929

Next Step: Before declaring a product unsupported, verify warranty status via serial number lookup and consult KB for legacy device steps. For WPA2/WPA3 issues on WRT1200AC, guide customers through security mode checks and firmware validation.

1. Brand & URL Precision

> “Visit support.lincess.com for self-help resources.”

#LTS00131936

Next Step: Always use support.linksys.com (not “lincess”) and confirm URLs before sharing. Double-check branding (e.g., “Linksys,” not “Lynxess”) to maintain trust and professionalism.

Next Week's Focus

1. Verify Warranty First – Check serial numbers before stating “out of warranty” or offering paid support.
2. Standardize Reset Durations – Use KB-specified times (e.g., 10s for MX series, 15s for LN series) instead of “20 seconds.”
3. Document All Steps – Note LED states, cable checks, and browser tests in HappyFox before escalating.
4. Clarify Escalation Triggers – Only escalate after exhausting safe troubleshooting branches (e.g., power-cycle, factory reset, WAN diagnostics).

Technical Accuracy

Improvement

“The MX8500 requires a 20-second factory reset.”

#LTS00132311

KB specifies 10 seconds for MX series resets. Incorrect durations risk incomplete resets and prolonged outages.

Improvement

“The SPNMX56PF uses a 5-press pairing method.”

#LTS00007190

Pair button is required for SPNMX devices; 5-press is invalid. Misapplying this method prevents successful node addition.

Improvement

“MX8500 misidentified as MBX8500, a non-existent model.”

#LTS00131964

Material accuracy errors undermine credibility. Always confirm model numbers against KB before proceeding.

Strength

“Guided MX8500 admin password reset using recovery key.”

#LTS00131964

Correctly executed password recovery flow, restoring access without unnecessary escalation.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00124455 — Pending with Level 2

• What L1 saw: MBE7000 with slow internet; unable to access web UI (blank/blue screen).
• Why it escalated: Customer insisted on speaking to L2 after L1 exhausted browser/URL workarounds.
• What L2 did: Reviewed modem connectivity, verified router IP, and initiated callback process.
• Current state: Callback pending.
• L1 learning points:

1. Confirm modem WAN link before troubleshooting UI access.

2. Document all URL attempts (HTTP vs HTTPS, IP vs hostname).

3. Use recovery key for password reset if UI remains inaccessible.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 V2 with intermittent drops; customer under warranty.
• Why it escalated: Customer declined driver reinstall and requested refund.
• What L2 did: Verified Windows 11 driver compatibility, offered prorated refund, and closed case.
• Current state: Resolved.
• L1 learning points:

1. Confirm OS compatibility before dismissing hardware issues.

2. Document warranty status and refund policy clearly.

3. Offer self-help resources (e.g., driver download links) before escalation.

#TE00132505 — Pending with Level 2

• What L1 saw: MR55WH with wireless devices “connected without internet.”
• Why it escalated: L1 failed to resolve after basic troubleshooting.
• What L2 did: Awaiting network log submission from customer.
• Current state: Callback scheduled for Monday 5:30 PM PT.
• L1 learning points:

1. Request network logs early for mesh issues.

2. Validate ISP modem status before troubleshooting router.

3. Document all steps taken to avoid repeat contacts.

Coach Appendix

High-signal trend: Frontline-heavy week with 2.6x longer handle times on MX family. Prioritize WAN diagnostics and KB-adherent reset procedures for MX devices. Address recurring brand/URL inaccuracies in scripts to reinforce professionalism and trust.

This Week's Calls

(Full table includes all 41 calls sorted by call_start ascending. Additional rows follow the same pattern.)