eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 18 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

• MX is one of the slowest families at 34m 10s.
• MR is one of the slowest families at 32m 31s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.26 vs. last week.
• Accuracy moved down 0.53 vs. last week.
• Average handle time moved up by 1m 18s.
• Family swing: EA handle time moved up by 11m 51s vs. last week.
• Family swing: OTHER handle time moved down by 7m 14s vs. last week.
• Family swing: MX handle time moved up by 6m 24s vs. last week.

What Went Well

Accurate model identification and warranty confirmation

Correctly identified product model as MR7350 and collected serial number accurately. Confirmed warranty status based on system lookup and communicated it clearly to the customer.

#LTS00131126

Successful resolution of WAN port misconfiguration

Successfully diagnosed and resolved the core technical issue — a miswired WAN connection — which restored Wi-Fi. Provided correct technical guidance on port identification. Confirmed resolution by verifying LED status change and Wi-Fi restoration.

#LTS00131349

Growth Opportunities

Incorrect technical guidance and model misidentification

Provided incorrect extender URL: 'extender.links.com' instead of extender.linksys.com. Referenced non-existent Eero router multiple times, creating confusion. Failed to confirm customer was on extender’s SSID before directing to UI access.

What better looks like: Verify product model and provide correct URLs (extender.linksys.com or http://[REDACTED_PHONE]). Confirm customer connectivity to the extender’s SSID before UI access instructions.

#LTS00131146

Failure to perform basic troubleshooting and incorrect warranty claims

Failed to perform any basic Wi-Fi troubleshooting for a complete outage. Provided factually incorrect information about technical support ending in August 2025. Did not verify or confirm the customer’s issue before ending the call.

What better looks like: Execute power cycle, LED checks, and WAN verification. Avoid stating unsupported warranty end dates. Confirm issue resolution or set clear next steps.

#LTS00131335

Next Week's Focus

• Verify product model and warranty status before any support steps or paid options.
• Perform basic connectivity checks (power cycle, LED status, WAN link) on all connectivity and access issues.
• Use only official Linksys URLs (support.linksys.com, extender.linksys.com, myrouter.local, http://[REDACTED_PHONE]).
• Document all troubleshooting steps and create HappyFox cases for continuity.

Technical Accuracy

Improvement

Note: Agent provided incorrect URL ('extender.links.com') for RE7000 extender access, which is invalid and misleading. Correct URL should be extender.linksys.com or http://[REDACTED_PHONE].

#LTS00131146

Improvement

Note: Agent provided incorrect admin URL (myrouter.info) for MR7350 router access, which is not a valid Linksys domain. Correct access methods are http://myrouter.local or http://[REDACTED_PHONE].

#LTS00131126

Improvement

Note: Agent falsely claimed that 'links us to smartwifi.com website will be no longer supported', which is factually inaccurate and contradicts Linksys KB and official policy.

#LTS00131115

Improvement

Note: Agent provided incorrect factory reset duration (15 seconds) for EA8300 router, which contradicts KB guidance (~10 seconds).

#LTS00131154

Improvement

Note: Agent instructed customer to hold reset button for 30 seconds on MX8500, which is incorrect per KB (should be ~10 seconds).

#GI00131328

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

• What L1 saw: Customer reported admin-login error (error 2298) after attempting to change Wi‑Fi name/password on a Velop mesh system. Both nodes showed red LEDs after reset.
• Why it escalated: L1 provided multiple technically inaccurate instructions (incorrect reset duration, LED color descriptions, pairing method, HTTPS access) leading to prolonged troubleshooting over 58 minutes.
• Related call chain: This was a repeat contact (call_id: ef1bdca6-5876-11f1-be2c-42010a62006f) where L1 initially misdiagnosed the issue and directed the customer to support.linksys.com with no further guidance.
• What L2 did: L2 likely performed a proper factory reset (10 seconds), used the correct 5-press pairing method for Velop, and addressed password confusion by differentiating between router admin password and Wi‑Fi password.
• Current state: Resolved — admin login functional, Wi‑Fi name/password changes enabled.
• L1 learning points:

1. Use 10-second reset for Velop devices, not 20 seconds.

2. Do not describe non-existent LED colors (e.g., solid pink, magenta).

3. Differentiate between router admin password and Wi‑Fi password during troubleshooting.

4. Escalate earlier when technical missteps prolong resolution.

Coach Appendix

Highest-signal trend: Persistent technical inaccuracies in model-specific procedures (reset durations, pairing methods, URLs) and insufficient basic troubleshooting on connectivity/access issues. Focus next coaching on strict KB adherence for model procedures, verification of WAN/Internet status, and clear case documentation.

This Week's Calls

| #LTS00131109 | 2026-05-27 | 3.