# aysah.bagumbaran — 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 |
| --- | --- | --- | --- | --- | --- |
| 46 | 22m 36s | WHW03 | SETUP | 46 | 3 |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 46 |
| Protocol | 2.00 | 46 |
| Communication | 2.30 | 46 |
| Overall | 2.30 | 46 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| LN | 1 | 40m 1s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 34m 15s | 2.13 | 1.83 | 1.83 | 2.17 |  |
| MR | 7 | 32m 1s | 2.17 | 1.86 | 1.57 | 2.00 |  |
| RE | 3 | 25m 41s | 2.43 | 2.33 | 2.00 | 2.00 |  |
| WHW | 7 | 25m 15s | 2.30 | 2.57 | 1.86 | 1.86 |  |
| SPN | 1 | 24m 12s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| MBE | 1 | 16m 3s | 4.20 | 5.00 | 3.00 | 4.00 |  |
| EA | 11 | 15m 48s | 1.97 | 2.40 | 1.60 | 2.00 |  |
| E | 5 | 10m 30s | 1.86 | 1.60 | 1.60 | 2.00 |  |
| OTHER | 1 | 3m 7s | 2.20 | 2.00 | 2.00 | 3.00 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 16 | 29m 39s | 2.10 | 2.00 | 1.90 | 2.10 | ✓ |
| CONNECTIVITY | 12 | 22m 6s | 2.00 | 2.30 | 1.80 | 2.20 | ✓ |
| ACCESS | 8 | 20m 19s | 1.80 | 1.80 | 1.80 | 2.10 | ✓ |
| HARDWARE | 2 | 33m 59s | 2.40 | 2.50 | 2.00 | 2.00 |  |
| CONFIGURATION | 2 | 29m 13s | 2.80 | 3.50 | 2.50 | 2.00 |  |
| GENERAL INQUIRY | 2 | 4m 11s | 2.90 | 3.00 | 2.50 | 2.50 |  |

## 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](https://linksys.happyfox.com/staff/ticket/131610/)

2. **Effective recovery key usage**  
   > *"Provided accurate URL ([REDACTED_PHONE]) and correct password-recovery procedure using the recovery key."*  
   [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/)

---

## 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](https://linksys.happyfox.com/staff/ticket/83279/)  
   **Next step**: Confirm mesh type before guiding pairing—use app-based flow for standard MX/Velop devices.

2. **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](https://linksys.happyfox.com/staff/ticket/82539/)  
   **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](https://linksys.happyfox.com/staff/ticket/131610/)

**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](https://linksys.happyfox.com/staff/ticket/83279/)

- **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](https://linksys.happyfox.com/staff/ticket/82539/)

---

## Coaching Moments

**Improvement**  
> *"Incorrectly attributed local admin UI access issue to remote server downtime; no valid resolution provided."*  
[#TE00131695](https://linksys.happyfox.com/staff/ticket/131695/)

**Improvement**  
> *"Failed to provide actionable support for mesh system setup after customer's husband passed away."*  
[#LTS00131884](https://linksys.happyfox.com/staff/ticket/131884/)

---

## Escalation Lessons: What L2 Did

### [#TE00131695](https://linksys.happyfox.com/staff/ticket/131695/) — 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](https://linksys.happyfox.com/staff/ticket/83279/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131593](https://linksys.happyfox.com/staff/ticket/131593/) | 2026-06-01 14:15 | 1.0 | INBOUND | MR20MS | SETUP | Abandoned |
| [#LTS00131610](https://linksys.happyfox.com/staff/ticket/131610/) | 2026-06-01 14:44 | 4.2 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Resolved |
| [#LTS00131631](https://linksys.happyfox.com/staff/ticket/131631/) | 2026-06-01 15:26 | 2.8 | INBOUND | MR6350 | SETUP | ✓ Likely resolved |
| [#LTS00125222](https://linksys.happyfox.com/staff/ticket/125222/) | 2026-06-01 15:52 | 1.3 | INBOUND | RE7000 | SETUP | Abandoned |
| [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-01 16:32 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help |
| ... | ... | ... | ... | ... | ... | ... |

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