# 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. [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) --- ## 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. [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) ### 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?" [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) --- ## Next Week's Focus 1. **Verify product model first**: Always confirm the exact product model before suggesting any troubleshooting steps. This prevents applying incorrect procedures. 2. **Diagnose mesh topology and signal**: For range extender issues, check signal strength indicators and mesh topology through the app before advising resets or repositioning. 3. **Document warranty/eligibility**: Make warranty status and serial number collection part of your standard opening protocol for hardware issues. 4. **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. [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) ### **Improvement** Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility assessment. [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) ### **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. [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) --- ## 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](https://linksys.happyfox.com/staff/ticket/113794/) | 2026-06-04 | 1.7 | INBOUND | MR7500 | ACCESS | ⏳ Pending |