# limuel.saura — 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 |
| --- | --- | --- | --- | --- | --- |
| 26 | 24m 15s | WHW03 | SETUP | 26 | 4 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.50 | 26 |
| Protocol | 1.90 | 26 |
| Communication | 2.10 | 26 |
| Overall | 2.30 | 26 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 3 | 50m 56s | 2.10 | 3.00 | 1.67 | 2.00 | Outlier: 2.5x weekly median handle time |
| LN | 1 | 47m 45s | 2.90 | 3.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| EA | 3 | 30m 15s | 2.20 | 2.33 | 2.00 | 2.00 |  |
| WHW | 9 | 25m 1s | 1.97 | 1.89 | 1.67 | 1.78 |  |
| MX | 7 | 15m 49s | 2.91 | 3.86 | 2.29 | 2.43 |  |
| RE | 1 | 14m 14s | 2.80 | 1.00 | 2.00 | 2.00 |  |
| MR | 4 | 11m 24s | 1.70 | 2.25 | 1.50 | 2.00 |  |
| E | 2 | 10m 48s | 1.80 | 2.50 | 1.50 | 2.00 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 9 | 30m 30s | 2.10 | 2.20 | 1.80 | 2.00 | ✓ |
| CONNECTIVITY | 8 | 26m 12s | 2.10 | 2.60 | 1.90 | 2.10 | ✓ |
| CONFIGURATION | 4 | 12m 28s | 2.50 | 3.00 | 2.00 | 2.30 |  |
| ACCESS | 2 | 17m 30s | 1.80 | 1.50 | 1.50 | 2.00 | ✓ |

## 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](https://linksys.happyfox.com/staff/ticket/132276/)  

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

2. **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](https://linksys.happyfox.com/staff/ticket/131623/)  

   *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](https://linksys.happyfox.com/staff/ticket/131721/)  

   **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.

2. **Perform systematic WAN diagnostics before escalating**  
   > *"Ask client to turn ON the router - Call got disconnected"*  
   [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/)  

   **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.  
2. **Reinforce LED meaning accuracy**  
   - Reference KB articles for EA/MX/WHW series LED states during training.  
3. **Improve case documentation**  
   - Capture serial numbers, model numbers, and diagnostic outputs in HappyFox for every call.  
4. **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](https://linksys.happyfox.com/staff/ticket/131721/)

### **Improvement**  
> *No transcript quote available*  
> Agent provided incorrect reset duration instructions (15s, then 20s) for EA9300; correct duration is ~10s per KB.  
[#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/)

### **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](https://linksys.happyfox.com/staff/ticket/132249/)

### **Improvement**  
> *No transcript quote available*  
> Agent provided materially false information about remote access support for EA-series routers, causing customer confusion and frustration.  
[#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/)

---

## Coaching Moments

*No additional coaching moments were extracted after the technical review.*

---

## Escalation Lessons: What L2 Did

### [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) — 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](https://linksys.happyfox.com/staff/ticket/97428/) — 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](https://linksys.happyfox.com/staff/ticket/115573/) — 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](https://linksys.happyfox.com/staff/ticket/132249/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) | 2026-06-01 12:31 | 2.3 | INBOUND | WHW03 | CONNECTIVITY | Abandoned: ISP referral, no diagnostics |
| [#LTS00131599](https://linksys.happyfox.com/staff/ticket/131599/) | 2026-06-01 14:15 | 1.0 | INBOUND | MR6350 | SETUP | Abandoned: No troubleshooting |
| [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) | 2026-06-01 14:45 | 2.8 | INBOUND | WHW03 | SETUP | ✓ Likely resolved: Node paired |
| [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) | 2026-06-01 22:35 | 1.8 | INBOUND | EA9300 | SETUP | ↑ Escalated: Callback set |
| [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-01 14:55 | 4.0 | INBOUND | MX6200 | CONFIGURATION | ✓ Likely resolved: Pricing guidance |
| [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) | 2026-06-01 17:19 | 1.8 | INBOUND | WHW03 | CONFIGURATION | Pending: Printer connectivity |
| [#LTS00131657](https://linksys.happyfox.com/staff/ticket/131657/) | 2026-06-01 17:56 | 2.2 | INBOUND | E1200 | SETUP | Abandoned: New router advised |
| [#LTS00131669](https://linksys.happyfox.com/staff/ticket/131669/) | 2026-06-01 18:42 |