aysah.bagumbaran — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 45 LTS queue calls vs 2 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

• LN is the slowest family at 40m 1s; outlier: 1.6x weekly median handle time.
• MX is one of the slowest families at 34m 15s.

Problem Categories

Week-over-Week Movement

• Communication moved down 0.16 vs. last week.
• Average handle time moved up by 4m 25s.
• Family swing: MR handle time moved up by 17m 42s vs. last week.
• Family swing: RE handle time moved up by 17m 41s vs. last week.
• Family swing: E handle time moved down by 15m 54s vs. last week.

What Went Well

1. Clear mesh-node pairing guidance

> "Guided customer through 5-press pairing on the parent MBE7000, confirmed successful reconnection (solid white), and advised relocation."

#LTS00131610

1. Effective recovery key usage

> "Provided accurate URL ([REDACTED_PHONE]) and correct password-recovery procedure using the recovery key."

#LTS00131610

Growth Opportunities

1. Avoid model-specific pairing errors

> "Used unsupported 5-press pairing method on MX6200 (valid only for LN1100, MX6200 Cognitive Mesh variant, MBE7000—not standard MX series)."

#TE00083279

Next step: Confirm mesh type before guiding pairing—use app-based flow for standard MX/Velop devices.

1. Improve LED state and model validation

> "Misidentified solid red LED as normal behavior on MX4200; solid red indicates no internet per KB. Also misidentified router model as MR7550 instead of MR7350."

#LTS00082539

Next step: Reference KB for LED definitions per model and verify product model before troubleshooting.

Next Week's Focus

• Verify WAN connectivity first in connectivity setups (direct modem test) before resetting nodes.
• Use model-specific pairing methods: App-based for MX/WHW/E-series; 5-press only for LN1100/MBE7000/Cognitive Mesh MX6200.
• Document LED observations (color, blink pattern) and cross-check against KB before declaring success.
• Close calls with explicit next steps (e.g., “Wait 5 minutes for lights to stabilize, then retest Wi‑Fi”).

Technical Accuracy

Strength

• Effective recovery key guidance

> "Provided accurate URL ([REDACTED_PHONE]) and correct password-recovery procedure using the recovery key."

#LTS00131610

Improvements

• Incorrect pairing method

> "Used unsupported 5-press pairing method on MX6200, which is not supported for this model. Correct method is app-based pairing via http://192.168.1.1 or http://myrouter.local."

#TE00083279

• LED misinterpretation

> "Misidentified solid red LED as normal behavior on MX4200; solid red indicates no internet per KB. Failed to verify WAN cable connection or modem WAN LED status."

#LTS00082539

Coaching Moments

Improvement

"Incorrectly attributed local admin UI access issue to remote server downtime; no valid resolution provided."

#TE00131695

Improvement

"Failed to provide actionable support for mesh system setup after customer's husband passed away."

#LTS00131884

Escalation Lessons: What L2 Did

#TE00131695 — Resolved by Level 2

• What L1 saw: Customer couldn’t access local admin UI (blank blue screen) on MR20EC after factory reset.
• Why it escalated: L1 incorrectly claimed issue depended on remote server status and provided no valid resolution path.
• What L2 did: Verified router was offline, guided through recovery key reset, accessed UI via http://[REDACTED_PHONE], and confirmed mesh status.
• Current state: Resolved after L2 corrected L1’s technical inaccuracies.
• L1 learning points:

1. Local UI is self-hosted—no remote server dependency.

2. Always attempt recovery key reset for admin access issues.

3. Confirm WAN connectivity before declaring UI inaccessible.

#TE00083279 — Resolved by Level 2

• What L1 saw: MX6200 child node solid red, unresponsive after wireless addition via parent UI.
• Why it escalated: L1 used unsupported 5-press pairing and misdescribed LED behavior.
• What L2 did: Confirmed node was unpaired, guided through proper app-based pairing, verified solid white LED, and approved refurbished replacement.
• Current state: Resolved with node re-pairing and replacement.
• L1 learning points:

1. Use app-based pairing for MX6200 (not 5-press).

2. Solid red = unpaired; solid white = online.

3. Verify node status in mesh UI after reset.

Coach Appendix

• Weekly trend: Frontline-heavy week with prolonged handle times on MX/MR families; accuracy and communication scores dipped versus prior week.
• Key pattern: Repeated misuse of 5-press pairing on non-supported models and LED misinterpretation are root causes of extended handle times and lower resolution rates.
• Next conversation focus: Reinforce model-specific troubleshooting flows, LED state verification, and efficient case documentation.

This Week's Calls

(Full table available in Coach Appendix; only representative entries shown here for brevity.)