limuel.saura — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• SPN is the slowest family at 50m 56s; outlier: 2.5x weekly median handle time.
• LN is the slowest family at 47m 45s; outlier: 2.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.63 vs. last week.
• Protocol moved up 0.18 vs. last week.
• Average handle time moved up by 1m 08s.
• Family swing: SPN handle time moved up by 27m 01s vs. last week.
• Family swing: MR handle time moved down by 20m 40s vs. last week.
• Family swing: RE handle time moved down by 18m 44s vs. last week.

What Went Well

1. Accurate model identification and customer guidance

> "The little number again is MX. It's Mike X. yes, yes, that's link yes. It comes with two packs, three packs..."

#LTS00132276

Correctly confirmed MX6200 model details and directed the customer to Amazon for purchase, avoiding unnecessary steps.

1. Successful mesh node pairing and closure

> "We reset the new router instead and connect via Wi-Fi instead - Access [REDACTED_PHONE] - able to access - Click on Manual configuration - able to login..."

#LTS00131623

Guided the customer through WHW03V2 node pairing, achieved solid blue LEDs, and confirmed internet access—closing the case effectively.

Growth Opportunities

1. Avoid factually incorrect technical guidance

> "Linksys light is lit up shows solid white means Wi‑Fi Protected Setup is successful"

#TE00131721

What “good” looks like:

- Clearly explain that a solid white logo only confirms power/basic operation—not WAN connectivity.

- Use KB-verified definitions for LED states before troubleshooting.

- Next step: Review LED meaning documentation for EA9300 and confirm with L2 if unsure.

1. Perform systematic WAN diagnostics before escalating

> "Ask client to turn ON the router - Call got disconnected"

#TE00131721

What “good” looks like:

- Verify WAN cable status, modem lights, and ISP handoff before advising ISP contact.

- Document local diagnostics (e.g., ipconfig, WAN status) to inform L2 handoff.

- Next step: Add a WAN status check to your opening troubleshooting branch for fiber cases.

Next Week's Focus

1. Standardize WAN verification for fiber/ISP cases

- Confirm modem lights, WAN cable, and ISP status before suggesting provider contact.

1. Reinforce LED meaning accuracy

- Reference KB articles for EA/MX/WHW series LED states during training.

1. Improve case documentation

- Capture serial numbers, model numbers, and diagnostic outputs in HappyFox for every call.

1. Reduce SPN handle times

- Apply safe troubleshooting branches (e.g., MAC cloning, power-cycle sequence) early in SPN cases.

Technical Accuracy

Improvement

No transcript quote available

Agent incorrectly stated that a solid white Linksys logo means internet is active (EA9300 call). This is factually incorrect per KB; solid white only indicates router power and basic operation, not WAN connectivity.

#TE00131721

Improvement

No transcript quote available

Agent provided incorrect reset duration instructions (15s, then 20s) for EA9300; correct duration is ~10s per KB.

#TE00131721

Improvement

No transcript quote available

Agent failed to verify WAN/Internet status before changing Wi‑Fi settings on SPNM60CF, potentially destabilizing the network without addressing the root cause.

#LTS00132249

Improvement

No transcript quote available

Agent provided materially false information about remote access support for EA-series routers, causing customer confusion and frustration.

#TE00097428

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131721 — Resolved by Level 2

• What L1 saw: Customer replaced Gigaclear SPNMX55 with EA9300 mesh nodes; child node solid red, no internet.
• Why it escalated: L1 advised contacting ISP without verifying WAN status or performing local diagnostics.
• What L2 did:

- Confirmed WAN cable and modem status.

- Performed remote access, reset router, and reconfigured internet settings.

- Validated connectivity via web UI and customer devices.

• Current state: Resolved.
• L1 learning points:

1. Always verify WAN status and modem lights before escalating to ISP.

2. Collect proof of purchase after confirming local connectivity.

3. Document MAC addresses and ISP registration requirements for fiber deployments.

#TE00097428 — Resolved by Level 2

• What L1 saw: Customer couldn’t access UI on EA7500; device out of warranty.
• Why it escalated: L1 incorrectly claimed remote access was permanently discontinued.
• What L2 did:

- Provided correct local access steps (http://myrouter.local).

- Guided customer through password recovery and UI login.

• Current state: Resolved.
• L1 learning points:

1. Never state remote access is “permanently discontinued”—verify via KB.

2. Use model-specific URLs (myrouter.local for EA series).

3. Offer self-help paths even for OOW devices.

#TE00115573 — Updated by Level 2

• What L1 saw: MX6200 child node drops connection; requires manual relocation.
• Why it escalated: L1 lacked advanced diagnostic tools and couldn’t capture logs.
• What L2 did:

- Captured manual logs via sysinfo.cgi.

- Adjusted node placement and signal strength.

- Provided firmware update guidance.

• Current state: Updated (pending customer confirmation).
• L1 learning points:

1. For MX mesh issues, collect logs via sysinfo.cgi or app.

2. Check node placement (15 ft + 2 walls is borderline).

3. Document signal strength and channel settings during troubleshooting.

#LTS00132249 — Resolved by Level 2

• What L1 saw: SPNM60CF client devices can’t join network; ISP claimed “too many devices”.
• Why it escalated: L1 changed Wi‑Fi security without verifying WAN or diagnosing root cause.
• What L2 did:

- Verified only 3 devices connected.

- Reverted security mode, adjusted channel, and retested connectivity.

• Current state: Resolved.
• L1 learning points:

1. Confirm WAN/Internet status before modifying Wi‑Fi settings.

2. Validate device counts via router UI—not ISP claims.

3. Use WPA2/WPA3 Mixed mode only when necessary; revert if issues persist.

Coach Appendix

Internal use only – not for agent distribution

• Top trend: Frontline-heavy week with prolonged SPN/LN handle times and unresolved SETUP/CONNECTIVITY cases.
• Key pattern: Inconsistent WAN verification and LED interpretation led to escalations.
• Action items for next coaching:

- Role-play WAN diagnostics for fiber cases.

- Review KB articles on LED meanings for EA/MX/WHW series.

- Standardize case documentation (serial, model, diagnostics) in HappyFox.

This Week's Calls