eppie.lagumbay — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 46 LTS queue calls vs 3 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
• Merged HappyFox agent aliases: Eppie Lou Lagumbay, eppie.lagumbay

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 45m 20s; outlier: 2.8x weekly median handle time.
• WHW is the slowest family at 45m 10s; outlier: 2.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.47 vs. last week.
• Average handle time moved up by 5m 43s.
• Family swing: MR handle time moved down by 23m 43s vs. last week.
• Family swing: WHW handle time moved up by 16m 59s vs. last week.
• Family swing: EA handle time moved down by 14m 19s vs. last week.

What Went Well

1. Clear warranty/status communication

> "Your EA7300 is End-of-Life with no further updates. As long as it’s still working, you can use it, but we recommend upgrading for better performance."

#GI00131690

1. Persistence in complex mesh troubleshooting

> "We’ll access the admin UI via myrouter.local, change the Wi‑Fi password, and re-pair the nodes using the 5-press method. Let’s verify connectivity after each step."

#LTS00132485

1. Empathetic de-escalation

> "I understand this has been frustrating. Let’s reset the parent node together and monitor the lights. I’ll stay on the line until we get it online."

#LTS00132352

Growth Opportunities

1. Correct reset/pairing procedures

> "Hold the reset button for 25 seconds to factory-reset the WHW03." (Incorrect — should be 10–15 seconds)

#TE00131905

Next step: Use KB-guidance: 10–15s reset for WHW03; 5-press pairing only for LN/MX6200/MBE7000.

1. Avoid premature paid support

> "Since we’ve tried basic steps, I’ll process a $15 paid-support payment now."

#LTS00131700

Next step: Perform modem check, power cycle, and WAN verification before offering paid options.

Next Week's Focus

1. Master MX/WHW reset procedures: Practice 10–15s resets and verify LED states before proceeding.
2. Connectivity triage checklist:

- Confirm modem link (LAN/WAN)

- Run speed test (speedtest.net)

- Document node roles and signal strength

1. Pause before paid support: Ensure all free troubleshooting branches are exhausted.
2. Use correct URLs: myrouter.local (WHW03) or myrouter.info (MX series) — never support.callinksys.com.

Technical Accuracy

Improvement

"The default admin password is ‘admin’ for MX4200."

Note: Factually incorrect — MX series uses Wi‑Fi password as default. Per KB, this misguidance risks security and failed logins.

#LTS00132116

Strength

"We’ll change the Wi‑Fi password via myrouter.local and re-pair nodes using the 5-press method."

Note: Correct for MX6200/MBE7000 (Cognitive Mesh), but invalid for WHW03. Always verify model-specific pairing methods.

#LTS00132485

Coaching Moments

Improvement

"You’re calling from Singapore, right?"

Note: Assumed customer location without verification, leading to confusion. Always confirm location details.

#LTS00131753

Improvement

"I’ll email you a link to pestbomb.biz for speed testing."

Note: Provided an unsafe, unrelated domain. Use only speedtest.net, fast.com, or cloudflare.com.

#TE00132127

Escalation Lessons: What L2 Did

#TE00131905 — Resolved by Level 2

• What L1 saw: WHW03 flashing red after ISP change; admin UI unreachable.
• Why it escalated: L1 failed to guide browser-based setup (myrouter.info) and provided invalid URL (support.callinksys.com).
• What L2 did:

1. Confirmed ISP change required reconfiguration.

2. Walked customer through myrouter.info setup.

3. Verified WAN connection and re-paired nodes.

• L1 learning points:

- Always use browser-based setup for WHW03 after ISP changes.

- Provide correct URLs (myrouter.info or [phone].local).

- Verify WAN link before declaring failure.

Coach Appendix

High-signal trend: MX/WHW calls dominate handle time with lower accuracy/protocol scores. Prioritize these product families next week with focused training on:

• Correct reset/pairing procedures (10–15s reset, model-specific pairing)
• Connectivity triage (modem check, speed tests, WAN verification)
• Avoiding premature paid support offers

This Week's Calls