# eppie.lagumbay — 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 |
| --- | --- | --- | --- | --- | --- |
| 48 | 17m 30s | WHW03 | CONNECTIVITY | 47 | 5 |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 48 |
| Protocol | 1.80 | 48 |
| Communication | 2.20 | 48 |
| Overall | 2.20 | 48 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 18 | 45m 20s | 2.52 | 2.17 | 2.11 | 2.50 | Outlier: 2.8x weekly median handle time |
| WHW | 13 | 45m 10s | 2.19 | 1.92 | 1.46 | 2.00 | Outlier: 2.8x weekly median handle time |
| OTHER | 3 | 16m 31s | 2.83 | 3.00 | 2.00 | 2.00 |  |
| E | 8 | 15m 50s | 1.76 | 2.00 | 1.25 | 1.75 |  |
| EA | 8 | 9m 59s | 2.17 | 2.75 | 1.50 | 1.75 |  |
| MR | 3 | 8m 48s | 2.80 | 3.33 | 2.67 | 3.00 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 22 | 25m 0s | 2.10 | 2.00 | 1.80 | 2.10 | ✓ |
| SETUP | 14 | 30m 0s | 2.30 | 2.20 | 2.00 | 2.20 |  |
| ACCESS | 8 | 10m 0s | 2.20 | 2.80 | 1.80 | 2.00 |  |
| GENERAL INQUIRY | 3 | 8m 20s | 2.50 | 4.70 | 2.00 | 2.30 |  |

## 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](https://linksys.happyfox.com/staff/ticket/131690/)  

2. **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](https://linksys.happyfox.com/staff/ticket/132485/)  

3. **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](https://linksys.happyfox.com/staff/ticket/132352/)  

---

## 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](https://linksys.happyfox.com/staff/ticket/131905/)  
   *Next step*: Use KB-guidance: **10–15s reset** for WHW03; **5-press pairing** only for LN/MX6200/MBE7000.

2. **Avoid premature paid support**  
   > *"Since we’ve tried basic steps, I’ll process a $15 paid-support payment now."*  
   [#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/)  
   *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  
3. **Pause before paid support**: Ensure all free troubleshooting branches are exhausted.
4. **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](https://linksys.happyfox.com/staff/ticket/132116/)  

### **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](https://linksys.happyfox.com/staff/ticket/132485/)  

---

## Coaching Moments

### **Improvement**  
> *"You’re calling from Singapore, right?"*  
> **Note**: Assumed customer location without verification, leading to confusion. Always confirm location details.  
> [#LTS00131753](https://linksys.happyfox.com/staff/ticket/131753/)  

### **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](https://linksys.happyfox.com/staff/ticket/132127/)  

---

## Escalation Lessons: What L2 Did

### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|------|------|-------|-----------|---------|----------|---------|
| [#GI00127699](https://linksys.happyfox.com/staff/ticket/127699/) | 2026-06-01 | 1.5 | INBOUND | — | GENERAL INQUIRY | Call terminated; no resolution |
| [#GI00131690](https://linksys.happyfox.com/staff/ticket/131690/) | 2026-06-01 | 3.5 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help |
| [#LTS00131700](https://linksys.happyfox.com/staff/ticket/131700/) | 2026-06-01 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Abandoned/vague |
| [#LTS00131709](https://linksys.happyfox.com/staff/ticket/131709/) | 2026-06-01 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00131713](https://linksys.happyfox.com/staff/ticket/131713/) | 2026-06-01 | 2.8 | INBOUND | EA8300 | CONNECTIVITY | Closed with self-help |
| [#LTS00101564](https://linksys.happyfox.com/staff/ticket/101564/) | 2026-06-01 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | Callback set |
| [#GI00131724](https://linksys.happyfox.com/staff/ticket/131724/) | 2026-06-01 | 1.0 | INBOUND | — | Unclassified | Abandoned/vague |
| [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-01 | 1.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned/vague |
| [#LTS00131730](https://linksys.happyfox.com/staff/ticket/131730/) | 2026-06-01 | 1.6 | INBOUND | E5400 | SETUP | Closed with self-help |
| [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-01 | 1.1 | INBOUND | WHW03 | CONNECTIVITY | Abandoned/vague |
| [#LTS00131728](https://linksys.happyfox.com/staff/ticket/131728/) | 2026-06-02 | 1.6 | OUTBOUND | WHW03 | CONNECTIVITY | Pending resolution |
| [#GI00131741](https://linksys.happyfox.com/staff/ticket/131741/) | 2026-06-02 | 3.0 | INBOUND | MX6203 | GENERAL INQUIRY | Closed with self-help |
| [#LTS00131743](https://linksys.happyfox.com/staff/ticket/131743/) | 2026-06-02 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help |
| [#LTS00131753](https://linksys.happyfox.com/staff/ticket/131753/) | 2026-06-02 | 3.4 | INBOUND | MR8300 | CONNECTIVITY | Closed with self-help |
| [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) | 2026-06-02 | 1.4 | INBOUND | WHW03 | SETUP | ↑ Escalated |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-02 | 1.0 | INBOUND | E1200 | ACCESS | Abandoned/vague |
| [#GI00131931](https://linksys.happyfox.com/staff/ticket/131931/) | 2026-06-02 | 2.8 | INBOUND | — | ACCESS | Closed with self-help |
| [#LTS00131938](https://linksys.happyfox.com/staff/ticket/131938/) | 2026-06-02 | 2.4 | INBOUND | MX2000 | CONNECTIVITY | Callback set |
| [#LTS00083162](https://linksys.happyfox.com/staff/ticket/83162/) | 2026-06-02 | 1.4 | INBOUND | MX4200 | CONNECTIVITY | Incorrectly closed |
| [#LTS00131953](https://linksys.happyfox.com/staff/ticket/131953/) | 2026-06-03 | 2.8 | INBOUND | MR6350 | CONFIGURATION | Closed with self-help |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-03 | 1.3 | INBOUND | E1200 | ACCESS | Abandoned/vague |
| [#LTS00131966](https://linksys.happyfox.com/staff/ticket/131966/) | 2026-06-03 | 1.3 | INBOUND | EA5800 | CONNECTIVITY | Abandoned/vague |
| [#LTS00002343](https://linksys.happyfox.com/staff/ticket/2343/) | 2026-06-03 | 1.8 | INBOUND | MX6200 | SETUP | Abandoned/vague |
| [#LTS00132130](https://linksys.happyfox.com/staff/ticket/132130/) | 2026-06-03 | 4.0 | INBOUND | MX8500 | ACCESS | Closed with self-help |
| [#LTS00132132](https://linksys.happyfox.com/staff/ticket/132132/) | 2026-06-03 | 2.8 | INBOUND | VLP01 | CONNECTIVITY | Closed with self-help |
| [#LTS00098739](https://linksys.happyfox.com/staff/ticket/98739/) | 2026-06-03 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed correctly |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 1.0 | INBOUND | EA7250 | ACCESS | Abandoned/vague |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 1.0 | INBOUND | EA7250 | ACCESS | Abandoned/vague |
| [#LTS00132147](https://linksys.happyfox.com/staff/ticket/132147/) | 2026-06-03 | 2.8 | INBOUND | EA7250 | ACCESS | Closed with self-help |
| [#LTS00132148](https://linksys.happyfox.com/staff/ticket/132148/) | 2026-06-04 | 2.8 | INBOUND | CM3024 | CONNECTIVITY | Closed with self-help |
| [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-04 | 1.0 | INBOUND | E1200 | ACCESS | Abandoned/vague |
| [#LTS00058471](https://linksys.happyfox.com/staff/ticket/58471/) | 2026-06-04 | 2.8 | INBOUND | MX5500 | SETUP | Abandoned/vague |
| [#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/) | 2026-06-04 | 2.8 | INBOUND | MX6200 | SETUP | Closed correctly |
| [#LTS00132307](https://linksys.happyfox.com/staff/ticket/132307/) | 2026-06-04 | 2.0 | INBOUND | E7350 | SETUP | Abandoned/vague |
| [#LTS00096076](https://linksys.happyfox.com/staff/ticket/96076/) | 2026-06-04 | 2.0 | INBOUND | MX4200 | CONNECTIVITY | Pending resolution |
| [#LTS00132332](https://linksys.happyfox.com/staff/ticket/132332/) | 2026-06-04 | 1.7 | INBOUND | WHW03 | CONNECTIVITY | Incorrectly closed |
| [#LTS00112384](https://linksys.happyfox.com/staff/ticket/112384/) | 2026-06-04 | 3.3 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00132342](https://linksys.happyfox.com/staff/ticket/132342/) | 2026-06-05 | 2.8 | INBOUND | E5400 | CONNECTIVITY | Closed with self-help |
| [#LTS00132348](https://linksys.happyfox.com/staff/ticket/132348/) | 2026-06-05 | 2.8 | INBOUND | PAP2T | SETUP | Closed with self-help |
| [#GI00127132](https://linksys.happyfox.com/staff/ticket/127132/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | SETUP | Closed with self-help |
| [#LTS00132350](https://linksys.happyfox.com/staff/ticket/132350/) | 2026-06-05 | 2.8 | INBOUND | EA6100 | CONNECTIVITY | Customer declined path |
| [#LTS00132352](https://linksys.happyfox.com/staff/ticket/132352/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00132447](https://linksys.happyfox.com/staff/ticket/132447/) | 2026-06-05 | 2.2 | INBOUND | WHW01 | SETUP | Closed with self-help |
| [#LTS00131968](https://linksys.happyfox.com/staff/ticket/131968/) | 2026-06-05 | 3.3 | INBOUND | MX4200 | NO TROUBLESHOOTING NEEDED | Closed with self-help |
| [#LTS00132453](https://linksys.happyfox.com/staff/ticket/132453/) | 2026-06-05 | 2.8 | INBOUND | MX5300 | CONNECTIVITY | Closed with self-help |
| [#GI00132479](https://linksys.happyfox.com/staff/ticket/132479/) | 2026-06-05 | 2.2 | INBOUND | MR7340 | SETUP | Abandoned/vague |
| [#LTS00132485](https://linksys.happyfox.com/staff/ticket/132485/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed correctly |
| [#LTS00132495](https://linksys.happyfox.com/staff/ticket/132495/) | 2026-06-05 | 2.2 | INBOUND | E4200 | CONNECTIVITY | Abandoned/vague |
| [#LTS00132500](https://linksys.happyfox.com/staff/ticket/132500/) | 2026-06-05 | 2.8 | INBOUND | MX4000 | SETUP | Closed with self-help |
| [#LTS00121778](https://linksys.happyfox.com/staff/ticket/121778/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Closed correctly |
| [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 2026-06-06 | 1.8 | INBOUND | MX6200 | CONFIGURATION | Abandoned/vague |
| [#LTS00132506](https://linksys.happyfox.com/staff/ticket/132506/) | 2026-06-06 | 3.1 | INBOUND | WHW01 | SETUP | Closed with self-help |
| [#LTS00121778](https://linksys.happyfox.com/staff/ticket/121778/) | 2026-06-06 | 4.0 | OUTBOUND | MX4200 | CONNECTIVITY | Closed correctly |
| [#LTS00132507](https://linksys.happyfox.com/staff/ticket/132507/) | 2026-06-06 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00132495](https://linksys.happyfox.com/staff/ticket/132495/) | 2026-06-06 | 2.2 | INBOUND | E4200 | CONNECTIVITY | Abandoned/vague |