ashley.alayon@linksys.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 11m 21s | MR7500 | ACCESS | 1 | — |
Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 1.70 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 11m 21s | 1.70 | 1.00 | 1.00 | 3.00 |
Key Observations
- MR is one of the slowest families at 11m 21s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 1 | 11m 21s | 1.70 | 1.00 | 1.00 | 3.00 | ✓ |
Week-over-Week Movement
- Improve troubleshooting accuracy for range extenders (MR7500)
- Follow protocol for hardware issues (warranty, serial number collection)
- Diagnose mesh topology and signal strength for LED-related issues
What Went Well
Collected customer contact information
The agent successfully gathered essential customer details, which supports case documentation and follow-up.
Collected customer email (nznasser.i.l.dot.dha.bab) and confirmed phone number (ending in 40), supporting case documentation.
Growth Opportunities
Use model-specific troubleshooting for range extenders
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Next step: Before advising resets, confirm the product model and consult KB articles specific to that model. For MR7500 extenders, verify LED meanings and recommended troubleshooting steps from official documentation.
Follow hardware issue protocol
What better looks like: Systematically collect warranty, serial number, and product model information for all hardware-related calls. This enables proper support eligibility assessment and potential RMA processing.
Next step: Add a standard checklist to your opening questions for hardware issues: "To help me assist you best, could you please share the model number, serial number, and warranty status of your device?"
Next Week's Focus
- Verify product model first: Always confirm the exact product model before suggesting any troubleshooting steps. This prevents applying incorrect procedures.
- Diagnose mesh topology and signal: For range extender issues, check signal strength indicators and mesh topology through the app before advising resets or repositioning.
- Document warranty/eligibility: Make warranty status and serial number collection part of your standard opening protocol for hardware issues.
- Provide clear next steps: When issues remain unresolved, offer specific, actionable guidance (e.g., "Let's try repositioning the extender to a location with stronger signal and monitor for 24 hours").
Technical Accuracy
Improvement
Agent incorrectly advised a 5-press reset for range extenders (MR7500), which is not a supported procedure for this model. This led to unresolved hardware issue and customer confusion.
Improvement
Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility assessment.
Improvement
Agent did not diagnose mesh topology or signal strength despite customer reporting intermittent LED behavior (red → green → red), indicating potential pairing or signal issue.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Highest-signal weekly trend: The single call involved an MR7500 range extender with unresolved connectivity issues due to incorrect troubleshooting (5-press reset applied to non-Cognitive Mesh device) and missed protocol steps (no warranty/serial collection). This pattern suggests a need for stronger model-specific diagnostic habits and protocol discipline for hardware issues.
Recurring pattern to address: Hardware troubleshooting calls require systematic collection of product details (model, serial, warranty) before any procedural guidance. The 5-press reset error indicates a gap in model-specific procedure knowledge that should be reinforced in next coaching conversation.
No new transcript quotes introduced – all evidence referenced above comes from existing call data.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00113794 | 2026-06-04 | 1.7 | INBOUND | MR7500 | ACCESS | ⏳ Pending |