# kharla.proel — 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 |
| --- | --- | --- | --- | --- | --- |
| 41 | 17m 49s | EA6350 | CONNECTIVITY | 41 | 3 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.20 | 41 |
| Protocol | 1.70 | 41 |
| Communication | 2.10 | 41 |
| Overall | 2.00 | 41 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 2 | 66m 4s | 1.85 | 1.00 | 1.50 | 2.50 | Outlier: 4.0x weekly median handle time |
| MX | 8 | 43m 33s | 1.81 | 2.25 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| SPN | 1 | 38m 18s | 2.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| MBE | 1 | 37m 30s | 2.60 | 2.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| OTHER | 2 | 17m 36s | 2.20 | 3.50 | 2.00 | 1.50 |  |
| MR | 7 | 16m 37s | 2.27 | 1.71 | 1.57 | 2.29 |  |
| RE | 4 | 16m 11s | 2.25 | 1.75 | 1.75 | 2.00 |  |
| WHW | 7 | 15m 39s | 2.36 | 3.00 | 1.71 | 1.71 |  |
| EA | 8 | 15m 32s | 1.86 | 2.00 | 1.71 | 2.14 |  |
| E | 7 | 13m 13s | 1.44 | 1.14 | 1.29 | 1.86 |  |
| WRT | 6 | 12m 26s | 2.30 | 2.33 | 1.67 | 2.33 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 25 | 20m 10s | 2.00 | 2.20 | 1.80 | 2.10 | ✓ |
| ACCESS | 7 | 16m 20s | 1.90 | 2.30 | 1.60 | 1.90 | ✓ |
| CONFIGURATION | 7 | 15m 50s | 1.90 | 2.10 | 1.70 | 2.10 | ✓ |

## 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](https://linksys.happyfox.com/staff/ticket/131880/)  

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

2. **Escalation Discipline**  
   > “I’ll escalate this to Level 2 as you requested. You’ll receive a callback within 24–48 business hours.”  
   [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)  

   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](https://linksys.happyfox.com/staff/ticket/131929/)  

   **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.

2. **Brand & URL Precision**  
   > “Visit support.lincess.com for self-help resources.”  
   [#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/)  

   **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](https://linksys.happyfox.com/staff/ticket/132311/)  

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](https://linksys.happyfox.com/staff/ticket/7190/)  

**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](https://linksys.happyfox.com/staff/ticket/131964/)  

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

### **Strength**  
> “Guided MX8500 admin password reset using recovery key.”  
[#LTS00131964](https://linksys.happyfox.com/staff/ticket/131964/)  

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](https://linksys.happyfox.com/staff/ticket/124455/) — 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](https://linksys.happyfox.com/staff/ticket/132488/) — 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](https://linksys.happyfox.com/staff/ticket/132505/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#LTS00131880](https://linksys.happyfox.com/staff/ticket/131880/) | 2026-06-02 | 1.6 | INBOUND | E7350 | CONNECTIVITY | Advised ISP, no self-help |
| [#LTS00131881](https://linksys.happyfox.com/staff/ticket/131881/) | 2026-06-02 | 1.9 | INBOUND | LN1200 | CONNECTIVITY | Node blinking white |
| [#LTS00131929](https://linksys.happyfox.com/staff/ticket/131929/) | 2026-06-02 | 1.8 | INBOUND | WRT1200AC | ACCESS | Security error, no fix |
| [#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/) | 2026-06-02 | 1.6 | INBOUND | RE6300 | CONFIGURATION | Email promised, no fix |
| [#LTS00131943](https://linksys.happyfox.com/staff/ticket/131943/) | 2026-06-02 | 1.0 | INBOUND | E2500 | CONFIGURATION | Directed to AI tool |
| ... | ... | ... | ... | ... | ... | ... |

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