# charm.awitan — 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 | | --- | --- | --- | --- | --- | --- | | 34 | 17m 10s | MX6200 | CONNECTIVITY | 34 | 3 | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 34 | | Protocol | 1.90 | 34 | | Communication | 2.20 | 34 | | Overall | 2.20 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 7 | 28m 2s | 2.29 | 2.43 | 1.71 | 2.00 | Outlier: 2.4x weekly median handle time | | MX | 12 | 27m 41s | 1.88 | 1.75 | 1.75 | 2.17 | Outlier: 2.4x weekly median handle time | | SPN | 3 | 17m 56s | 3.03 | 3.67 | 2.67 | 2.33 | Outlier: 1.6x weekly median handle time | | MR | 4 | 16m 11s | 2.60 | 2.50 | 2.50 | 2.50 | | | EA | 6 | 11m 31s | 2.02 | 1.50 | 1.50 | 2.00 | | | MBE | 2 | 10m 16s | 2.00 | 2.50 | 1.50 | 2.50 | | | OTHER | 1 | 7m 30s | 1.00 | 1.00 | 1.00 | 1.00 | | | WRT | 1 | 6m 3s | 1.80 | 4.00 | 1.00 | 2.00 | | | E | 1 | 4m 47s | 2.90 | 5.00 | 2.00 | 2.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 16 | 21m 24s | 2.00 | 2.30 | 1.80 | 2.20 | ✓ | | SETUP | 9 | 20m 2s | 2.20 | 2.30 | 2.00 | 2.30 | | | ACCESS | 5 | 13m 52s | 2.30 | 3.00 | 2.20 | 2.40 | | | CONFIGURATION | 3 | 17m 13s | 1.70 | 1.30 | 1.70 | 2.30 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131588/) 2. **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](https://linksys.happyfox.com/staff/ticket/132075/) --- ## Growth Opportunities 1. **Avoid materially incorrect technical guidance** > *"You can plug fiber directly into the MX8500 from the wall..."* [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) *Next step: Always verify fiber requires an ONT per KB before advising topology changes.* 2. **Exhaust free troubleshooting before escalation** > *"Skipped WAN cable/modem checks despite customer reporting no internet."* [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) *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](https://linksys.happyfox.com/staff/ticket/131618/) **Improvement** - **Misapplied 5-press pairing**: Used Cognitive Mesh method on MX8500 (Intelligent Mesh only). [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) **Improvement** - **LED misinterpretation**: Claimed solid red = successful reset on Velop (KB: red = hardware failure). [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) --- ## Coaching Moments **Improvement** > *"Did not verify internet connectivity after resetting the router..."* [#LTS00131598](https://linksys.happyfox.com/staff/ticket/131598/) *Note: Skipping post-reset validation risks unresolved issues and repeat contacts.* **Improvement** > *"Provided paid support option before exhausting free troubleshooting..."* [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) *Note: Premature escalation reduces customer trust and increases support costs.* --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — 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](https://linksys.happyfox.com/staff/ticket/132222/) — 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](https://linksys.happyfox.com/staff/ticket/57780/) — 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](https://linksys.happyfox.com/staff/ticket/131609/), [#LTS00132452](https://linksys.happyfox.com/staff/ticket/132452/) show skipped diagnostics and incorrect advice. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 13:05 | 1.3 | INBOUND | MBE7000 | SETUP | Pending | | [#LTS00131588](https://linksys.happyfox.com/staff/ticket/131588/) | 2026-06-01 13:11 | 3.0 | INBOUND | MR7500 | SETUP | ✓ Likely resolved | | [#LTS00131594](https://linksys.happyfox.com/staff/ticket/131594/) | 2026-06-01 13:29 | 3.0 | INBOUND | EA7450 | SETUP | Closed with self-help | | [#LTS00131598](https://linksys.happyfox.com/staff/ticket/131598/) | 2026-06-01 14:05 | 2.6 | INBOUND | WHW03 | ACCESS | Pending | | [#LTS00131609](https://linksys.happyfox.com/staff/ticket/131609/) | 2026-06-01 14:34 | 1.6 | INBOUND | EA6350 | CONNECTIVITY | Abandoned | | [#GI00131618](https://linksys.happyfox.com/staff/ticket/131618/) | 2026-06-01 15:02 | 1.4 | INBOUND | MX8500 | SETUP | Abandoned | | [#LTS00131624](https://linksys.happyfox.com/staff/ticket/131624/) | 2026-06-01 15:20 | 2.9 | INBOUND | E9450 | ACCESS | Closed with self-help | | [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 17:28 | 3.4 | INBOUND | SPNMX57CF | CONNECTIVITY | Closed with self-help | | [#LTS00131682](https://linksys.happyfox.com/staff/ticket/131682/) | 2026-06-01 19:36 | 1.8 | INBOUND | WRT54G | SETUP | Pending | | [#LTS00131693](https://linksys.happyfox.com/staff/ticket/131693/) | 2026-06-01 19:55 | 1.6 | INBOUND | MX8500 | CONNECTIVITY | Pending | | [#LTS00131815](https://linksys.happyfox.com/staff/ticket/131815/) | 2026-06-02 14:21 | 2.8 | INBOUND | EA8300 | CONNECTIVITY | Closed with self-help | | [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) | 2026-06-02 15:37 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131860](https://linksys.happyfox.com/staff/ticket/131860/) | 2026-06-02 16:53 | 1.8 | INBOUND | MR20EC | SETUP | Callback set | | [#LTS00131873](https://linksys.happyfox.com/staff/ticket/131873/) | 2026-06-02 17:39 | 2.8 | INBOUND | MX4200 | SETUP | Closed correctly | | [#LTS00131903](https://linksys.happyfox.com/staff/ticket/131903/) | 2026-06-02 19:52 | 1.8 | INBOUND | MX4200 | HARDWARE | Pending | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-02 19:55 | 2.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00132075](https://linksys.happyfox.com/staff/ticket/132075/) | 2026-06-03 09:14 | 4.3 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00132083](https://linksys.happyfox.com/staff/ticket/132083/) | 2026-06-03 13:46 | 2.8 | INBOUND | MR7350 | ACCESS | Pending | | [#LTS00132106](https://linksys.happyfox.com/staff/ticket/132106/) | 2026-06-03 19:16 | 2.8 | INBOUND | WHW03 | SETUP | Pending | | [#LTS00132110](https://linksys.happyfox.com/staff/ticket/132110/) | 2026-06-03 19:41 | 1.3 | INBOUND | EA9500 | CONFIGURATION | Abandoned | | [#LTS00044333](https://linksys.happyfox.com/staff/ticket/44333/) | 2026-06-05 13:02 | 2.8 | INBOUND | MX6200 | CONFIGURATION | Abandoned | | [#LTS00132423](https://linksys.happyfox.com/staff/ticket/132423/) | 2026-06-05 15:47 | 1.0 | INBOUND | WUSB6300 | NO TROUBLESHOOTING NEEDED | Abandoned | | [#LTS00132429](https://linksys.happyfox.com/staff/ticket/132429/) | 2026-06-05 16:05 | 2.0 | INBOUND | WHW03 | ACCESS | Pending | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 16:43 | 2.8 | INBOUND | MX5300 | CONFIGURATION | Pending | | [#LTS00132452](https://linksys.happyfox.com/staff/ticket/132452/) | 2026-06-05 18:15 | 1.4 | INBOUND | SPNM62CF | CONNECTIVITY | Incorrectly closed | | [#LTS00044333](https://linksys.happyfox.com/staff/ticket/44333/) | 2026-06-05 19:02 | 1.4 | INBOUND | MX6200 | SETUP | Abandoned | | [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-05 20:30 | 2.7 | INBOUND | MBE7000 | CONNECTIVITY | Callback set |