Vincent — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 2 | 42m 23s | MR2000 | CONNECTIVITY | 1 | — |
Work Mix Lens
- Hybrid week: 2 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.50 | 2 |
| Protocol | 2.00 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.90 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 38m 47s | 1.40 | 1.00 | 2.00 | 2.00 |
Key Observations
- MR is one of the slowest families at 38m 47s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 38m 47s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
| ACCESS | 1 | 45m 59s | 2.40 | 2.00 | 2.00 | 3.00 | ✓ |
Week-over-Week Movement
- Correct reset procedures for MR and SPNM routers
- Verification of internet/WAN status and router admin access
- Collection of serial number and warranty status
- Confirmation of resolution before call closure
What Went Well
- Professional communication during complex troubleshooting: Remained calm and professional throughout the call despite customer confusion and repeated questions.
Growth Opportunities
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.
- Accurate troubleshooting for SPNM routers: Replace the 5-press reset method with the Pair-button method for SPNM-family routers. Always collect and confirm the product model number, serial number, and warranty status, and verify resolution before closing.
Next Week's Focus
- Practice the correct reset procedures for MR and SPNM routers, referencing KB articles for accuracy.
- Always verify internet/WAN connectivity and collect essential device information (model, serial number, warranty status) early in the call.
- Confirm resolution with the customer before closing, ensuring they understand the next steps if any.
- Develop a checklist for handling connectivity and access issues to improve efficiency and accuracy.
Technical Accuracy
Improvement
Improvement
Provided incorrect 5-press reset instructions for SPNM-family router (KB specifies Pair-button method only). Did not collect product model number, serial number, or warranty status. Failed to confirm Wi-Fi password change or app setup completion.
Strength
Provided clear explanation of the difference between Wi-Fi password and Linksys account login, reducing customer confusion.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
- The highest-signal weekly trend is the consistent use of incorrect technical instructions for MR and SPNM routers, leading to unresolved issues and low scores. Focus on correct reset procedures, verification of internet/WAN status, and collection of essential device information to improve accuracy and resolution rates.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00114431 | 2026-05-29 02:31:15+00:00 | 1.4 | INBOUND | MR2000 | CONNECTIVITY | ⏳ Pending |
| #LTS00114431 | 2026-05-29 14:19:51+00:00 | 2.4 | INBOUND | ACCESS | ⏳ Pending |