# aysah.bagumbaran — 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 |
| --- | --- | --- | --- | --- | --- |
| 26 | 15m 41s | WHW03 | CONNECTIVITY | 26 | 2 |

## Work Mix Lens
- Frontline-heavy week: 24 LTS queue calls vs 2 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.20 | 26 |
| Protocol | 1.80 | 26 |
| Communication | 2.30 | 26 |
| Overall | 2.30 | 26 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 4 | 32m 9s | 2.07 | 1.33 | 1.67 | 2.33 | Outlier: 2.1x weekly median handle time |
| E | 4 | 26m 24s | 2.20 | 3.00 | 1.75 | 2.00 | Outlier: 1.8x weekly median handle time |
| WHW | 8 | 24m 34s | 2.14 | 2.00 | 1.38 | 2.00 | Outlier: 1.6x weekly median handle time |
| EA | 3 | 15m 36s | 2.47 | 1.33 | 2.33 | 2.67 |  |
| MR | 6 | 14m 19s | 1.88 | 1.60 | 1.60 | 2.40 |  |
| OTHER | 1 | 14m 0s | 3.40 | 5.00 | 3.00 | 3.00 |  |
| RE | 3 | 8m 0s | 2.47 | 3.33 | 2.00 | 2.33 |  |
| MBE | 1 | 3m 59s | 2.80 | 2.00 | 3.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 32m 9s; outlier: 2.1x weekly median handle time.
- E is the slowest family at 26m 24s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 9 | 22m 56s | 2.10 | 2.10 | 1.80 | 2.30 | ✓ |
| SETUP | 7 | 14m 16s | 2.00 | 2.00 | 1.70 | 2.00 | ✓ |
| GENERAL INQUIRY | 4 | 8m 29s | 2.20 | 2.80 | 1.80 | 2.30 |  |
| CONFIGURATION | 3 | 12m 23s | 2.70 | 2.70 | 2.30 | 2.70 |  |
| ACCESS | 2 | 22m 35s | 2.40 | 1.50 | 1.50 | 2.50 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.30 vs. last week.
- Accuracy moved up 0.39 vs. last week.
- Protocol moved up 0.17 vs. last week.
- Average handle time moved up by 1m 06s.
- Family swing: E handle time moved up by 18m 54s vs. last week.
- Family swing: MBE handle time moved down by 14m 10s vs. last week.
- Family swing: WHW handle time moved up by 9m 19s vs. last week.

## What Went Well

1. **Accurate technical guidance for unmanaged switch**  
   > “The SE3005 is an unmanaged switch with no firewall capabilities. Firewall settings must be adjusted on the router (Spectrum or eero).”  
   [#LTS00131316](https://linksys.happyfox.com/staff/ticket/131316/)

2. **Clear explanation of guest network security**  
   > “I’m going to see the number of your Linksys. Is that up? The serial number of your Linksys router…”  
   [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/)

---

## Growth Opportunities

1. **Correct model identification and technical claims**  
   > “The WHW03 is no longer supported by the Linksys app due to firmware updates and cloud service removal.”  
   [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  
   *What better looks like*: Verify product support status via KB before stating discontinuation; confirm app compatibility with current firmware.

2. **PCI compliance and secure transaction handling**  
   > “[REDACTED] full credit-card number, expiration date, and CVV collected over unsecured line.”  
   [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)  
   *What better looks like*: Use secure payment portals; never collect full card details over the phone.

---

## Next Week's Focus

- **Model-first triage**: Confirm product model and warranty status **before** providing password defaults or troubleshooting steps.
- **WAN validation**: For red LED or connectivity issues, always check WAN cable, modem power cycle, and ISP status first.
- **Self-help paths**: Offer KB articles or email guides for out-of-warranty setup questions to reduce handle time.
- **Secure data handling**: Redirect paid-support transactions to secure portals; document only last four digits if needed.

---

## Technical Accuracy

### **Improvement**  
> Provided three invalid registration URLs: `register.lingncist.com`, `register.linkages.com`, and `register.rgsestination.com`.  
> Correct KB reference: https://support.linksys.com/kb/article/90-en/.  
> [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)

### **Improvement**  
> Incorrect speed claim for MX2000 model (stated up to 3 Gbps Wi‑Fi speed; actual max is 2.4 GHz/5 GHz only).  
> [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)

### **Improvement**  
> Incorrect technical information about guest Wi‑Fi security on EA7300 (claimed HTTP authentication; actual WPA2).  
> [#LTS00130889](https://linksys.happyfox.com/staff/ticket/130889/)

### **Improvement**  
> PCI compliance violation: full credit-card details collected over unsecured line.  
> [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)

### **Improvement**  
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.
> [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/)

### **Improvement**  
> Incorrect registration URL provided during cloud-access issue.  
> [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)

### **Strength**  
> Accurate model identification and guidance for band separation on MX6200.  
> [#LTS00130947](https://linksys.happyfox.com/staff/ticket/130947/)

---

## Coaching Moments

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

---

## Escalation Lessons: What L2 Did

### [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) — Callback  
- **What L1 saw**: MX2000 mesh system with slow speed/poor range after node setup; customer requested escalation.  
- **Why it escalated**: L1 lacked speed-test diagnostics, misstated MX2000 capabilities, and provided invalid registration URLs.  
- **What L2 did**:  
  - Verified WAN connectivity and modem sync.  
  - Confirmed MX2000 specs (no 3 Gbps Wi‑Fi; max 1 Gbps on 5 GHz).  
  - Guided customer through node reset and placement optimization.  
- **Current state**: Callback scheduled; L2 awaiting customer response.  
- **L1 learning points**:  
  1. Run speed tests and check RSSI before escalation.  
  2. Reference KB for model-specific speeds and registration URLs.  
  3. Validate node placement and WAN link quality.

### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved  
- **What L1 saw**: MR5500 cloud account locked out after password resets; customer unable to access app.  
- **Why it escalated**: L1 failed to collect model/serial, mispronounced brand, and provided incorrect registration URL.  
- **What L2 did**:  
  - Explained discontinued Linksys cloud app; directed to web UI (`http://myrouter.local`).  
  - Reset cloud account lockout via backend tools.  
  - Provided temporary password and reset instructions.  
- **Current state**: Resolved.  
- **L1 learning points**:  
  1. Confirm cloud service status for MR5500 (discontinued).  
  2. Always collect model/serial before troubleshooting.  
  3. Use correct URLs (`register.linksys.com`, not `linksus.com`).

---

## Coach Appendix

- **Weekly trend**: Frontline-heavy week dominated by connectivity and setup issues on WHW03, MX, and E families. Accuracy improved but protocol consistency lags—prioritize model verification and WAN diagnostics.
- **Recurring patterns**:  
  - Model misidentification leading to incorrect guidance (e.g., WHW03 app support, MX2000 speeds).  
  - PCI violations during paid-support transactions.  
  - Incomplete self-help redirection for out-of-warranty setup questions.
- **Next coaching focus**: Reinforce model-specific KB lookup, secure payment handling, and structured WAN/LED troubleshooting for connectivity cases.

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-25 | 3.00 | INBOUND | MR8300 | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00130731](https://linksys.happyfox.com/staff/ticket/130731/) | 2026-05-25 | 1.70 | INBOUND | MR9000 | SETUP | ↻ Callback set |
| [#LTS00130754](https://linksys.happyfox.com/staff/ticket/130754/) | 2026-05-25 | 2.80 | INBOUND | RE9000 | SETUP | ↻ Callback set |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-25 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | ↑ Escalated |
| [#LTS00130772](https://linksys.happyfox.com/staff/ticket/130772/) | 2026-05-25 | 3.00 | INBOUND | EA8300 | ACCESS | ✓ Resolved |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 | 1.50 | INBOUND | MR8300 | CONNECTIVITY | ↻ Callback set |
| [#GI00130724](https://linksys.happyfox.com/staff/ticket/130724/) | 2026-05-26 | 1.40 | INBOUND | MX6200 | GENERAL INQUIRY | — |
| [#LTS00130889](https://linksys.happyfox.com/staff/ticket/130889/) | 2026-05-26 | 3.00 | INBOUND | EA7300 | CONFIGURATION | ↻ Callback set |
| [#LTS00130903](https://linksys.happyfox.com/staff/ticket/130903/) | 2026-05-26 | 2.00 | INBOUND | WHW03 | ACCESS | ↻ Callback set |
| [#LTS00130915](https://linksys.happyfox.com/staff/ticket/130915/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | SETUP | ↻ Callback set |
| [#GI00130919](https://linksys.happyfox.com/staff/ticket/130919/) | 2026-05-26 | 2.80 | INBOUND | MBE7002 | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 | 3.60 | INBOUND | WHW03 | CONFIGURATION | ↻ Callback set |
| [#LTS00130947](https://linksys.happyfox.com/staff/ticket/130947/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | CONFIGURATION | ↻ Callback set |
| [#LTS00130953](https://linksys.happyfox.com/staff/ticket/130953/) | 2026-05-26 | 3.00 | INBOUND | E8450 | CONNECTIVITY | ↻ Callback set |
| [#LTS00130960](https://linksys.happyfox.com/staff/ticket/130960/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | SETUP | ↻ Callback set |
| [#LTS00130974](https://linksys.happyfox.com/staff/ticket/130974/) | 2026-05-26 | 2.50 | INBOUND | E5400 | CONNECTIVITY | ↻ Callback set |
| [#LTS00131057](https://linksys.happyfox.com/staff/ticket/131057/) | 2026-05-27 | 1.30 | INBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-27 | 1.80 | INBOUND | E7350 | CONNECTIVITY | ↻ Callback set |
| [#GI00131079](https://linksys.happyfox.com/staff/ticket/131079/) | 2026-05-27 | 3.00 | INBOUND | — | GENERAL INQUIRY | ✓ Resolved |
| [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 | 1.40 | INBOUND | EA6900 | CONNECTIVITY | ↻ Callback set |
| [#LTS00131072](https://linksys.happyfox.com/staff/ticket/131072/) | 2026-05-28 | 1.50 | OUTBOUND | E7350 | CONNECTIVITY | — |
| [#LTS00131126](https://linksys.happyfox.com/staff/ticket/131126/) | 2026-05-28 | — | INBOUND | MR7350 | CONNECTIVITY | — |
| [#LTS00131241](https://linksys.happyfox.com/staff/ticket/131241/) | 2026-05-28 | — | INBOUND | MX2000 | SETUP | — |
| [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 2026-05-28 | 1.40 | INBOUND | MR8300 | CONFIGURATION | ↻ Callback set |
| [#LTS00131254](https://linksys.happyfox