# charm.awitan — 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 | | --- | --- | --- | --- | --- | --- | | 30 | 10m 8s | MR8300 | CONNECTIVITY | 30 | — | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 30 | | Protocol | 1.70 | 30 | | Communication | 2.20 | 30 | | Overall | 2.10 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 3 | 74m 2s | 1.50 | 1.00 | 1.67 | 2.00 | Outlier: 6.4x weekly median handle time | | MX | 7 | 20m 11s | 2.30 | 2.43 | 1.29 | 2.00 | Outlier: 1.7x weekly median handle time | | WHW | 5 | 12m 59s | 2.20 | 1.40 | 2.00 | 1.80 | | | SPN | 2 | 11m 50s | 3.25 | 4.00 | 1.50 | 2.50 | | | RE | 1 | 11m 23s | 3.00 | 1.00 | 1.00 | 1.00 | | | EA | 5 | 8m 34s | 2.10 | 2.80 | 2.00 | 2.40 | | | E | 3 | 8m 2s | 2.37 | 3.00 | 1.67 | 2.00 | | | MR | 7 | 7m 26s | 1.83 | 2.43 | 1.43 | 2.14 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 17m 27s | 2.00 | 2.00 | 1.69 | 2.31 | ✓ | | SETUP | 8 | 10m 5s | 2.00 | 2.50 | 1.62 | 2.12 | ✓ | | ACCESS | 3 | 9m 12s | 1.83 | 2.00 | 1.67 | 2.00 | ✓ | | CONFIGURATION | 3 | 9m 18s | 2.50 | 3.33 | 1.33 | 2.00 | | | GENERAL INQUIRY | 2 | 8m 10s | 2.15 | 3.00 | 1.00 | 1.50 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/130855/) *Consistently captured model/serial numbers for targeted troubleshooting.* 2. **Correct EOL declarations** > “Based on the information… this device was already part of end-of-life and end of support.” [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) *Aligned with KB guidance for EA9500 and E1200 devices.* 3. **Clear self-help offers** > “I will email a self-help troubleshooting guide.” [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) *Provided actionable next steps when paid support was declined.* --- ## Growth Opportunities 1. **Reset procedure accuracy** > “Hold the reset button for 20 seconds.” *(incorrect)* [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) **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. 2. **Basic troubleshooting before escalation** > “No WAN verification performed; skipped to hardware replacement.” [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) **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. 4. **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](https://linksys.happyfox.com/staff/ticket/130770/) ### **Improvement** - **Invalid admin URL**: Provided `http://linksys` for MR2000 (correct: `http://myrouter.local` or `http://[REDACTED_PHONE]`). [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) ### **Improvement** - **Wrong credentials**: Suggested `admin/admin` for E1200 (default password is on label). [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) ### **Strength** - **EOL accuracy**: Correctly identified EA9500 as unsupported per KB. [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) --- ## Coaching Moments ### **Improvement** > “The AC2200 is end-of-life and no longer receiving firmware updates.” *(factually incorrect)* [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) *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](https://linksys.happyfox.com/staff/ticket/31646/) *Impact*: Misled customer; node remained unpaired. **Next step**: Use KB-defined LED states (e.g., solid white = ready). --- ## Escalation Lessons: What L2 Did ### [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130715](https://linksys.happyfox.com/staff/ticket/130715/) | 2026-05-25 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130730](https://linksys.happyfox.com/staff/ticket/130730/) | 2026-05-25 | 3.0 | INBOUND | MR8300 | SETUP | ✓ Likely resolved | | [#LTS00031646](https://linksys.happyfox.com/staff/ticket/31646/) | 2026-05-25 | 1.4 | INBOUND | WHW01 | SETUP | ⏳ Pending | | [#LTS00130770](https://linksys.happyfox.com/staff/ticket/130770/) | 2026-05-25 | 1.4 | INBOUND | EA6350 | SETUP | ⏳ Pending | | [#LTS00130780](https://linksys.happyfox.com/staff/ticket/130780/) | 2026-05-25 | 1.8 | INBOUND | EA8500 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130788](https://linksys.happyfox.com/staff/ticket/130788/) | 2026-05-25 | 1.1 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00130855](https://linksys.happyfox.com/staff/ticket/130855/) | 2026-05-26 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00130861](https://linksys.happyfox.com/staff/ticket/130861/) | 2026-05-26 | 2.8 | INBOUND | EA9500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130887](https://linksys.happyfox.com/staff/ticket/130887/) | 2026-05-26 | 3.5 | INBOUND | SPNMX57CF | CONFIGURATION | ✓ Likely resolved | | [#LTS00130905](https://linksys.happyfox.com/staff/ticket/130905/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131033](https://linksys.happyfox.com/staff/ticket/131033/) | 2026-05-27 | 1.5 | INBOUND | LN1200 | ACCESS | ⏳ Pending | | [#LTS00131046](https://linksys.happyfox.com/staff/ticket/131046/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | SETUP | ⏳ Pending | | [#LTS00131051](https://linksys.happyfox.com/staff/ticket/131051/) | 2026-05-27 | 2.8 | INBOUND | E1200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131056](https://linksys.happyfox.com/staff/ticket/131056/) | 2026-05-27 | 1.6 | INBOUND | MR2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00131061](https://linksys.happyfox.com/staff/ticket/131061/) | 2026-05-27 | 4.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131086](https://linksys.happyfox.com/staff/ticket/131086/) | 2026-05-27 | 3.0 | INBOUND | EA4500 | SETUP | ✓ Likely resolved | | [#LTS00131397](https://linksys.happyfox.com/staff/ticket/131397/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131418](https://linksys.happyfox.com/staff/ticket/131418/) | 2026-05-29 | 2.6 | INBOUND | MR7350 | SETUP | ⏳ Pending | | [#LTS00131429](https://linksys.happyfox.com/staff/ticket/131429/) | 2026-05-29 | 3.0 | INBOUND | E8450 | SETUP | ⏳ Pending | | [#LTS00131432](https://linksys.happyfox.com/staff/ticket/131432/) | 2026-05-29 | 1.0 | INBOUND | E1200 | CONFIGURATION | ⏳ Pending | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 | 3.0 | INBOUND | RE6400 | SETUP | ⏳ Pending | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 1.0 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 1.0 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00107121](https://linksys.happyfox.com/staff/ticket/107121/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00131474](https://linksys.happyfox.com/staff/ticket/131474/) | 2026-05-29 | 3.0 | INBOUND | RE6400 | SETUP | ⏳ Pending |