# eppie.lagumbay — 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 | | --- | --- | --- | --- | --- | --- | | 20 | 22m 52s | WHW03 | CONNECTIVITY | 18 | 1 | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 20 | | Protocol | 1.80 | 20 | | Communication | 2.30 | 20 | | Overall | 2.10 | 20 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 4 | 34m 10s | 2.80 | 2.75 | 2.25 | 2.50 | | | MR | 4 | 32m 31s | 2.65 | 2.00 | 1.25 | 2.25 | | | WHW | 3 | 28m 11s | 2.93 | 3.00 | 2.33 | 2.33 | | | EA | 2 | 24m 18s | 1.85 | 1.50 | 1.50 | 2.00 | | | RE | 3 | 12m 55s | 1.07 | 1.00 | 1.00 | 1.67 | | | WRT | 1 | 10m 36s | 1.40 | 1.00 | 2.00 | 2.00 | | | OTHER | 4 | 8m 38s | 1.68 | 1.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 34m 10s. - MR is one of the slowest families at 32m 31s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 9 | 26m 46s | 2.10 | 2.10 | 1.80 | 2.30 | ✓ | | ACCESS | 5 | 23m 33s | 1.70 | 1.60 | 1.60 | 2.00 | ✓ | | SETUP | 6 | 17m 10s | 2.00 | 1.80 | 1.70 | 2.20 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131126/) > **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](https://linksys.happyfox.com/staff/ticket/131349/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131146/) > **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](https://linksys.happyfox.com/staff/ticket/131335/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131146/) **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](https://linksys.happyfox.com/staff/ticket/131126/) **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](https://linksys.happyfox.com/staff/ticket/131115/) **Improvement** Note: Agent provided incorrect factory reset duration (15 seconds) for EA8300 router, which contradicts KB guidance (~10 seconds). [#LTS00131154](https://linksys.happyfox.com/staff/ticket/131154/) **Improvement** Note: Agent instructed customer to hold reset button for 30 seconds on MX8500, which is incorrect per KB (should be ~10 seconds). [#GI00131328](https://linksys.happyfox.com/staff/ticket/131328/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-05-25 | 1.8 | INBOUND | | ACCESS | ↑ Escalated | | [#LTS00130982](https://linksys.happyfox.com/staff/ticket/130982/) | 2026-05-27 | 1.8 | INBOUND | EA7430 | CONNECTIVITY | ⏳ Pending | | [#LTS00130993](https://linksys.happyfox.com/staff/ticket/130993/) | 2026-05-27 | 1.4 | INBOUND | WRT54G | SETUP | No clear path given | | [#LTS00063567](https://linksys.happyfox.com/staff/ticket/63567/) | 2026-05-27 | 3.4 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#LTS00131109](https://linksys.happyfox.com/staff/ticket/131109/) | 2026-05-27 | 3.