limuel.saura — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 32 LTS queue calls vs 4 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

• RE is one of the slowest families at 32m 58s.
• MR is one of the slowest families at 32m 4s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.29 vs. last week.
• Accuracy moved down 0.43 vs. last week.
• Average handle time moved down by 6m 16s.
• Family swing: MX handle time moved down by 41m 41s vs. last week.
• Family swing: E handle time moved down by 40m 07s vs. last week.
• Family swing: MR handle time moved up by 24m 23s vs. last week.

What Went Well

Accurate model identification

Correctly identified the product model (MX2000) early in the call.

#LTS00101304

"Hi, thank you for calling Linksys technical support. My name is Ali. How can I help you? ... I have a Linksys mesh MX 6200..."

Effective pairing guidance

Successfully guided customer through 5-press pairing process, resulting in solid-white LEDs and restored internet connectivity.

#LTS00101304

"Okay, so here's what we're going to do next... press the Run button on your screen... while that's running, the next thing we'll do is program rotate the child node."

Growth Opportunities

Incorrect technical guidance on account recovery

Materially incorrect guidance: claimed account must be removed and recreated to change email, contradicting KB.

#TE00130749

"You need to start over. Uh, yeah. Yes, the network will still be there, it's just that the account will not be- will no longer going to exist."

Failure to perform basic troubleshooting

No diagnostic steps taken for performance issue (no reboot, signal check, firmware verification).

#GI00130756

"Well, I was actually trying to pull up any record using y..."

Next Week's Focus

• Enforce account recovery protocol: verify ownership, attempt password reset or recovery key before escalation.
• Implement basic connectivity diagnostics (reboot, signal check, firmware verification) for all performance issues.
• Standardize LED interpretation training to avoid misguidance on MX series.
• Improve call control to reduce silences and enhance customer experience.

Technical Accuracy

Improvement

"I just want to change the email on the account."

Incorrectly advised account removal and recreation (contradicts KB). Failed to attempt standard account recovery steps such as password reset or recovery key verification per KB.

#TE00130749

Improvement

null

Incorrect default admin password instruction ('admin') for MR20MS.

#TE00130897

Improvement

null

Provided incorrect URL 'extender.linksis.com', which is a misspelling that could lead to unsafe domains.

#LTS00130965

Improvement

null

Provided incorrect support URL 'support.linkssys.com' at [07:00], which is a clear KB violation and potential security risk.

#LTS00130782

Strength

null

Correctly identified and used the 5-press pairing method for MX6200 parent node to initiate mesh recovery.

#LTS00101304

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130749 — Pending with Level 2

• What L1 saw: Customer wanted to remove the email used to create a cloud account on a WHW03 router.
• Why it escalated: L1 incorrectly advised account deletion and recreation instead of following KB account recovery steps.
• Related call chain: Single call leading to escalation.
• What L2 did: Awaiting HQ feedback; L2 claimed the case and requested customer verification for email removal.
• Current state: Pending - HQ Feedback.
• L1 learning points: Use KB universal_password_login.md for account recovery; verify ownership before escalation; confirm new email spelling.

#TE00130897 — Resolved by Level 2

• What L1 saw: MR20MS initial setup failure with no internet.
• Why it escalated: L1 exceeded threshold and provided incorrect default password and unsupported 5-press reset.
• Related call chain: Multiple calls including L1, L2, and follow-ups.
• What L2 did: Performed valid setup via web UI, corrected SSID configuration, and validated internet connectivity.
• Current state: Resolved.
• L1 learning points: Use correct default password from label; follow MR series KB for setup; verify WAN status before router configuration.

#TE00131076 — Resolved by Level 2

• What L1 saw: MR5500 cloud account locked out after multiple password resets.
• Why it escalated: L1 incorrectly claimed web UI access required local network and offered only 24-hour wait.
• Related call chain: Multiple calls including L1 and L2.
• What L2 did: Guided customer through password recovery, confirmed local access via myrouter.local, and validated fix.
• Current state: Resolved.
• L1 learning points: Guide customers through Forgot Password flow; confirm local access via myrouter.local; offer self-help resources.

#TE00131415 — Resolved by Level 2

• What L1 saw: RE6350 extender showing no internet on laptop but working on other devices.
• Why it escalated: L1 provided incorrect guidance and failed to verify fix.
• Related call chain: Multiple calls including L1 and L2.
• What L2 did: Diagnosed ISP issue, advised customer to contact CenturyLink, and confirmed resolver actions.
• Current state: Resolved.
• L1 learning points: Verify ISP connectivity before extender troubleshooting; document ISP involvement; set clear expectations for callback.

Coach Appendix

Highest-signal trend: Inconsistent technical guidance on account recovery and password procedures, leading to escalations and customer confusion. Focus on protocol adherence for account recovery steps and accurate URL usage to improve accuracy and reduce escalations.

This Week's Calls

| #LTS00130782 | 2026-