charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 33 LTS queue calls vs 0 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 74m 2s; outlier: 6.4x weekly median handle time.
• MX is the slowest family at 20m 11s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 4m 44s.
• Family swing: LN handle time moved up by 63m 11s vs. last week.
• Family swing: SPN handle time moved down by 39m 59s vs. last week.
• Family swing: WHW handle time moved down by 21m 22s vs. last week.

What Went Well

1. Accurate device identification

> “The model number is WHW03 and the serial number is 20J10C6C74591.”

#LTS00130855

Consistently captured model/serial numbers for targeted troubleshooting.

1. Correct EOL declarations

> “Based on the information… this device was already part of end-of-life and end of support.”

#LTS00130861

Aligned with KB guidance for EA9500 and E1200 devices.

1. Clear self-help offers

> “I will email a self-help troubleshooting guide.”

#LTS00130730

Provided actionable next steps when paid support was declined.

Growth Opportunities

1. Reset procedure accuracy

> “Hold the reset button for 20 seconds.” (incorrect)

#LTS00130770

What good looks like:

- Use 10–15 seconds for resets (per KB).

- Verify LED behavior post-reset (e.g., solid purple for Velop).

- Avoid guessing durations—reference KB for exact times.

1. Basic troubleshooting before escalation

> “No WAN verification performed; skipped to hardware replacement.”

#LTS00130715

What good looks like:

- Always check WAN LED/cabel and modem sync.

- Test wired connections before declaring mesh issues.

- Use LED guides (e.g., solid blue = connected) to isolate faults.

Next Week's Focus

1. Master reset durations: Memorize KB-specified times (10s for EA, 20s for MX/LN) and verify post-reset LED states.
2. WAN-first diagnostics: Make WAN/cable/ISP checks mandatory for connectivity issues—document findings in HappyFox.
3. Protocol discipline:

- Capture model/serial before troubleshooting.

- Create HappyFox cases for all unresolved issues.

1. Reduce premature paid offers: Attempt free diagnostics (reset, WAN check, wired test) before suggesting paid support.

Technical Accuracy

Improvement

• Incorrect reset duration: Told customer to hold reset for 20 seconds on EA6350 (KB: 10–15 seconds). This risks incomplete reset.

#LTS00130770

Improvement

• Invalid admin URL: Provided http://linksys for MR2000 (correct: http://myrouter.local or http://[REDACTED_PHONE]).

#LTS00131056

Improvement

• Wrong credentials: Suggested admin/admin for E1200 (default password is on label).

#LTS00131432

Strength

• EOL accuracy: Correctly identified EA9500 as unsupported per KB.

#LTS00130861

Coaching Moments

Improvement

“The AC2200 is end-of-life and no longer receiving firmware updates.” (factually incorrect)

#LTS00130715

Impact: Undermined trust; customer retained faulty device.

Next step: Verify EOL status in KB before stating.

Improvement

“A solid pinkish red light means the node is ready to pair.” (invalid state)

#LTS00031646

Impact: Misled customer; node remained unpaired.

Next step: Use KB-defined LED states (e.g., solid white = ready).

Escalation Lessons: What L2 Did

#LTS00131061 — Resolved by Level 2

• What L1 saw: Child node stuck on solid/blinking red after outage.
• Why it escalated: L1 skipped WAN verification and provided incorrect pairing guidance.
• What L2 did:

1. Confirmed WAN connectivity via modem lights.

2. Performed 10-second reset on node (not 20s).

3. Used Pair button on parent router to re-pair node.

4. Validated node transitioned to solid white.

• L1 learning points:

- Always verify WAN before resetting nodes.

- Use Pair button (not 5-press) for Velop pairing.

- Confirm post-reset LED = solid white.

Coach Appendix

• Top trend: Inconsistent reset procedures and skipped WAN checks drive prolonged handle times and lower scores.
• Recurring pattern: Premature paid support offers without free diagnostics erode customer trust.
• Key evidence:

- 6 calls had reset duration errors (20s vs KB 10–15s).

- 12 calls lacked WAN verification despite connectivity issues.

This Week's Calls