kharla.proel — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 49 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.

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 66m 4s; outlier: 4.0x weekly median handle time.
• MX is the slowest family at 43m 33s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 1m 02s.
• Family swing: WHW handle time moved down by 18m 32s vs. last week.
• Family swing: MX handle time moved up by 11m 02s vs. last week.
• Family swing: MR handle time moved down by 9m 47s vs. last week.

What Went Well

Polite and professional communication

Agent maintained polite tone and professionalism in multiple calls (e.g., call_id: 7836a626-604f-11f1-9159-42010a62006f).

#LTS00131964

Accurate collection of customer details

Agent consistently collected accurate customer contact and device information (e.g., call_id: 1cb6931a-5fa5-11f1-9f8b-42010a623f91).

#LTS00132146

Growth Opportunities

Incorrect technical guidance

Agent provided incorrect reset duration (20 seconds instead of 10-15 seconds) for multiple models (e.g., call_id: 3959add0-5eb1-11f1-946a-42010a62006f).

#LTS00131881

What better looks like: Follow KB-specified reset times and validate model-specific procedures before instructing customers.

Failure to follow standard troubleshooting protocols

Agent skipped essential troubleshooting steps such as power-cycling, WAN checks, and factory resets (e.g., call_id: 2054a340-5eb0-11f1-8eca-42010a62006f).

#LTS00131880

What better looks like: Systematically execute protocol steps, document outcomes, and escalate only after exhaustive self-help attempts.

Next Week's Focus

• Verify product model and serial number before any troubleshooting.
• Follow KB-documented reset durations for each product family.
• Document each troubleshooting step and customer response before escalating.
• Practice concise, customer-facing next steps at call conclusion.

Technical Accuracy

Improvement

Agent misidentified the product model and failed to capture serial number accurately in call_id: 2054a340-5eb0-11f1-8eca-42010a62006f.

#LTS00131880

Improvement

Agent provided incorrect reset duration and used unsupported pairing method in call_id: 3959add0-5eb1-11f1-946a-42010a62006f.

#LTS00131881

Improvement

Agent provided incorrect information about product support status and misidentified device type in call_id: ea9f78ae-5ecf-11f1-8b9b-42010a623f91.

#LTS00131929

Coaching Moments

Strength

Agent maintained polite tone and allowed customer time to perform actions.

#LTS00131881

Improvement

Agent skipped essential troubleshooting steps for RE6350 setup: no factory reset, no instruction to connect to default SSID, no web UI access.

#LTS00131936

Escalation Lessons: What L2 Did

#TE00124455 — Pending with Level 2

• What L1 saw: MBE7000 router with slow internet connection, unable to access web UI.
• Why it escalated: Customer requested Level 2 agent after L1 could not resolve UI access issue.
• Related call chain: Multiple calls involving L1 and L2 agents, including mid-troubleshooting disconnections.
• What L2 did: Reviewed ticket, attempted callback, and worked through network log analysis.
• Current state: Callback scheduled, pending customer response.
• L1 learning points: Collect network log, verify ISP handoff, and document exact error messages before escalation.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 adapter with intermittent connectivity.
• Why it escalated: Customer declined troubleshooting and requested refund.
• Related call chain: L1 escalated after customer expressed dissatisfaction.
• What L2 did: Confirmed Windows 11 driver incompatibility, offered prorated refund.
• Current state: Resolved.
• L1 learning points: Verify OS compatibility before troubleshooting, document customer decline of TS steps, and follow refund policy.

#TE00132505 — Pending with Level 2

• What L1 saw: MR55WH wireless internet issue with multiple devices affected.
• Why it escalated: Call exceeded escalation threshold.
• Related call chain: L1 escalated after initial troubleshooting failed.
• What L2 did: Reviewed ticket, scheduled callback for advanced troubleshooting.
• Current state: Callback scheduled for Monday 5:30 PM PT.
• L1 learning points: Collect network log, verify modem status, and document all TS steps before escalation.

Coach Appendix

• Highest-signal weekly trend: Frontline-heavy week with connectivity issues dominating call volume. Need to reinforce standard troubleshooting protocols and model-specific knowledge.
• Recurring pattern: Incorrect reset durations and unsupported pairing methods applied across multiple product families. Focus next coaching on KB adherence and model-specific guidelines.
• Evidence: Calls 2054a340-5eb0-11f1-8eca-42010a62006f, 3959add0-5eb1-11f1-946a-42010a62006f, and 500d8a08-5ed2-11f1-b021-42010a623f91 highlight consistent protocol deviations.

This Week's Calls