charm.awitan — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 34 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

• WHW is the slowest family at 28m 2s; outlier: 2.4x weekly median handle time.
• MX is the slowest family at 27m 41s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.24 vs. last week.
• Average handle time moved up by 3m 18s.
• Family swing: WHW handle time moved up by 15m 03s vs. last week.
• Family swing: MR handle time moved up by 8m 45s vs. last week.
• Family swing: MX handle time moved up by 7m 30s vs. last week.

What Went Well

1. Accurate model/serial collection

> "Model number is M R. Model number is M, as in Mary, R as in Richard, 7500 and the serial number. Right? 45 C as in cat..."

#LTS00131588

1. Effective local web UI guidance

> "I instructed the customer to access http://[REDACTED_PHONE] and change the Wi-Fi name/password via browser, confirming resolution."

#LTS00132075

Growth Opportunities

1. Avoid materially incorrect technical guidance

> "You can plug fiber directly into the MX8500 from the wall..."

#GI00131618

Next step: Always verify fiber requires an ONT per KB before advising topology changes.

1. Exhaust free troubleshooting before escalation

> "Skipped WAN cable/modem checks despite customer reporting no internet."

#LTS00131609

Next step: Perform WAN LED verification, modem power-cycle, and basic connectivity tests before paid support offers.

Next Week's Focus

• Verify WAN status on every connectivity call (modem lights, cable integrity, ISP signal).
• Use model-specific pairing methods: Avoid 5-press on MX/LN series; use app/web UI for Intelligent Mesh.
• Collect model/serial/warranty on every call—no exceptions.
• Document escalation triggers clearly in HappyFox before handing off to Level 2.

Technical Accuracy

Improvement

• Incorrect fiber guidance: Told MX8500 supports direct wall-to-router fiber (KB requires ONT).

#GI00131618

Improvement

• Misapplied 5-press pairing: Used Cognitive Mesh method on MX8500 (Intelligent Mesh only).

#LTS00131693

Improvement

• LED misinterpretation: Claimed solid red = successful reset on Velop (KB: red = hardware failure).

#LTS00131693

Coaching Moments

Improvement

"Did not verify internet connectivity after resetting the router..."

#LTS00131598

Note: Skipping post-reset validation risks unresolved issues and repeat contacts.

Improvement

"Provided paid support option before exhausting free troubleshooting..."

#LTS00131609

Note: Premature escalation reduces customer trust and increases support costs.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200 with intermittent disconnects, solid red PN LED.
• Why it escalated: L1 skipped WAN verification and misapplied 5-press method.
• What L2 did:

- Verified WAN connectivity and modem sync.

- Confirmed firmware version and performed safe factory reset.

- Guided wireless re-pairing via app after reset.

• Current state: Resolved.
• L1 learning points:

1. Always check WAN/modem before mesh troubleshooting.

2. Use 15s reset for MX6200 (not 20s).

3. Confirm LED states post-reset (solid blue = ready).

#LTS00132222 — Resolved by Level 2

• What L1 saw: MX6200 mesh nodes stuck on red/blinking lights.
• Why it escalated: L1 reset main node but missed node re-pairing steps.
• What L2 did:

- Re-initialized mesh via web UI after main node reset.

- Validated backhaul signal strength between nodes.

- Updated firmware to latest stable release.

• Current state: Resolved.
• L1 learning points:

1. After resetting main node, always re-pair child nodes via app/web UI.

2. Check backhaul signal (> -70 dBm ideal) before adding nodes.

3. Use firmware update tool for mesh systems.

#TE00057780 — Resolved by Level 2

• What L1 saw: MBE7000 child node disconnected, blue LED.
• Why it escalated: L1 attempted 5-press reset (invalid for MBE7000).
• What L2 did:

- Applied correct 10s reset via recovery key.

- Re-added node via web UI after reset.

- Provided beta firmware link for stability.

• Current state: Resolved.
• L1 learning points:

1. MBE7000 uses recovery key (10s), not 5-press.

2. Always access web UI at http://myrouter.local after reset.

3. Document firmware version and stability notes.

Coach Appendix

• Top trend: WHW/MX calls consume 70% of handle time with lower protocol scores. Prioritize WAN checks and model-specific KB flows for these families.
• Critical gap: Premature escalation to paid support on connectivity issues. Next coaching session will focus on free-troubleshooting exhaustion (WAN, LED, reset, firmware).
• Evidence: Calls #LTS00131609, #LTS00132452 show skipped diagnostics and incorrect advice.

This Week's Calls