# kharla.proel — 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 | | --- | --- | --- | --- | --- | --- | | 41 | 17m 6s | WHW03 | CONNECTIVITY | 41 | 3 | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.10 | 41 | | Protocol | 1.70 | 41 | | Communication | 2.10 | 41 | | Overall | 2.00 | 41 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 2 | 66m 4s | 1.85 | 1.00 | 1.50 | 2.50 | Outlier: 4.0x weekly median handle time | | MX | 8 | 43m 33s | 1.81 | 2.25 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time | | SPN | 1 | 38m 18s | 2.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | MBE | 1 | 37m 30s | 2.60 | 2.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | OTHER | 2 | 17m 36s | 2.20 | 3.50 | 2.00 | 1.50 | | | MR | 7 | 16m 37s | 2.27 | 1.71 | 1.57 | 2.29 | | | RE | 4 | 16m 11s | 2.25 | 1.75 | 1.75 | 2.00 | | | WHW | 7 | 15m 39s | 2.36 | 3.00 | 1.71 | 1.71 | | | EA | 8 | 15m 32s | 1.86 | 2.00 | 1.71 | 2.14 | | | E | 7 | 13m 13s | 1.44 | 1.14 | 1.29 | 1.86 | | | WRT | 6 | 12m 26s | 2.30 | 2.33 | 1.67 | 2.33 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 26 | 19m 45s | 2.00 | 2.00 | 1.80 | 2.10 | ✓ | | ACCESS | 8 | 14m 41s | 2.00 | 2.50 | 1.60 | 1.90 | ✓ | | CONFIGURATION | 6 | 18m 12s | 1.70 | 1.80 | 1.50 | 2.00 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/131964/) > **Accurate collection of customer details** > Agent consistently collected accurate customer contact and device information (e.g., call_id: 1cb6931a-5fa5-11f1-9f8b-42010a623f91). > [#LTS00132146](https://linksys.happyfox.com/staff/ticket/132146/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131881/) > *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](https://linksys.happyfox.com/staff/ticket/131880/) > *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](https://linksys.happyfox.com/staff/ticket/131880/) **Improvement** > Agent provided incorrect reset duration and used unsupported pairing method in call_id: 3959add0-5eb1-11f1-946a-42010a62006f. > [#LTS00131881](https://linksys.happyfox.com/staff/ticket/131881/) **Improvement** > Agent provided incorrect information about product support status and misidentified device type in call_id: ea9f78ae-5ecf-11f1-8b9b-42010a623f91. > [#LTS00131929](https://linksys.happyfox.com/staff/ticket/131929/) --- ## Coaching Moments **Strength** > Agent maintained polite tone and allowed customer time to perform actions. > [#LTS00131881](https://linksys.happyfox.com/staff/ticket/131881/) **Improvement** > Agent skipped essential troubleshooting steps for RE6350 setup: no factory reset, no instruction to connect to default SSID, no web UI access. > [#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/) --- ## Escalation Lessons: What L2 Did ### [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) — 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](https://linksys.happyfox.com/staff/ticket/132488/) — 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](https://linksys.happyfox.com/staff/ticket/132505/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131880](https://linksys.happyfox.com/staff/ticket/131880/) | 2026-06-02 | 1.60 | INBOUND | E7350 | CONNECTIVITY | Advised ISP; paid support offered | | [#LTS00131881](https://linksys.happyfox.com/staff/ticket/131881/) | 2026-06-02 | 1.90 | INBOUND | LN1200 | CONNECTIVITY | Factory reset instructed | | [#LTS00131929](https://linksys.happyfox.com/staff/ticket/131929/) | 2026-06-02 | 1.80 | INBOUND | WRT1200AC | ACCESS | Mobile data advised | | [#LTS00131936](https://linksys.happyfox.com/staff/ticket/131936/) | 2026-06-02 | 1.60 | INBOUND | RE6300 | CONFIGURATION | Email promised | | [#LTS00131943](https://linksys.happyfox.com/staff/ticket/131943/) | 2026-06-02 | 1.00 | INBOUND | E2500 | CONFIGURATION | AI tool directed | | [#LTS00131946](https://linksys.happyfox.com/staff/ticket/131946/) | 2026-06-02 | 1.80 | INBOUND | RE6350 | CONFIGURATION | Self-help offered | | [#LTS00131947](https://linksys.happyfox.com/staff/ticket/131947/) | 2026-06-02 | 2.80 | INBOUND | RE6400 | CONFIGURATION | Website link provided | | [#LTS00131950](https://linksys.happyfox.com/staff/ticket/131950/) | 2026-06-02 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Self-help video promised | | [#LTS00132086](https://linksys.happyfox.com/staff/ticket/132086/) | 2026-06-03 | 1.70 | INBOUND | WHW03 | CONNECTIVITY | Paid support offered | | [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) | 2026-06-03 | 1.80 | INBOUND | WHW03 | ACCESS | Paid support offered | | [#LTS00132111](https://linksys.happyfox.com/staff/ticket/132111/) | 2026-06-03 | 2.80 | INBOUND | MX2000 | CONFIGURATION | Password reset guided | | [#LTS00132127](https://linksys.happyfox.com/staff/ticket/132127/) | 2026-06-03 | 1.10 | INBOUND | MX6200 | CONFIGURATION | Setup assistance | | [#LTS00132146](https://linksys.happyfox.com/staff/ticket/132146/) | 2026-06-03 | 1.80 | INBOUND | MX4200 | CONNECTIVITY | Paid support offered | | [#LTS00132156](https://linksys.happyfox.com/staff/ticket/132156/) | 2026-06-04 | 1.80 | INBOUND | EA8300 | CONNECTIVITY | Replacement advised | | [#LTS00132160](https://linksys.happyfox.com/staff/ticket/132160/) | 2026-06-04 | 1.10 | INBOUND | MR9000 | CONNECTIVITY | Callback scheduled | | [#LTS00132164](https://linksys.happyfox.com/staff/ticket/132164/) | 2026-06-04 | 1.10 | INBOUND | EA9500 | CONNECTIVITY | Replacement planned | | [#LTS00132330](https://linksys.happyfox.com/staff/ticket/132330/) | 2026-06-04 | 2.80 | INBOUND | WRT1900ACS | CONFIGURATION | Self-help directed | | [#LTS00132343](https://linksys.happyfox.com/staff/ticket/132343/) | 2026-06-05 | 2.80 | INBOUND | MR20EC | CONNECTIVITY | Setup instructions emailed | | [#LTS00132344](https://linksys.happyfox.com/staff/ticket/132344/) | 2026-06-05 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Video tutorial emailed | | [#LTS00132345](https://linksys.happyfox.com/staff/ticket/132345/) | 2026-06-05 | 1.80 | INBOUND | EA9500 | ACCESS | AI tool directed | | [#LTS00132468](https://linksys.happyfox.com/staff/ticket/132468/) | 2026-06-05 | 2.80 | INBOUND | MR6350 | ACCESS | Setup instructions promised | | [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) | 2026-06-05 | 2.60 | INBOUND | WUSB6300 | CONNECTIVITY | Escalated | | [#LTS00132496](https://linksys.happyfox.com/staff/ticket/132496/) | 2026-06-05 | — | INBOUND | EA6350 | ACCESS | — | | [#LTS00132499](https://linksys.happyfox.com/staff/ticket/132499/) | 2026-06-05 | 2.80 | INBOUND | MR9000 | CONNECTIVITY | Video emailed | | [#LTS00132501](https://linksys.happyfox.com/staff/ticket/132501/) | 2026-06-05 | 1.30 | INBOUND | EA9500 | CONFIGURATION | AI tool directed | | [#LTS00132503](https://linksys.happyfox.com/staff/ticket/132503/) | 2026-06-05 | 1.40 | INBOUND | E2500 | CONNECTIVITY | No resolution | | [#TE00132505](https://linksys.happyfox.com/staff/ticket/132505/) | 2026-06-06 | 1.80 | INBOUND | LN3121 | CONNECTIVITY | Escalated | | [#LTS00132327](https://linksys.happyfox.com/staff/ticket/132327/) | 2026-06-04 | 2.80 | INBOUND | RE6700 | CONFIGURATION | Paid support declined | | [#LTS00132330](https://linksys.happyfox.com/staff/ticket/132330/) | 2026-06-04 | 2.80 | INBOUND | WRT1900ACS | CONFIGURATION | Self-help directed | | [#LTS00132334](https://linksys.happyfox.com/staff/ticket/132334/) | 2026-06-04 | 2.80 | INBOUND | EA8300 | CONNECTIVITY | Replacement planned | | [#GI00132359](https://linksys.happyfox.com/staff/ticket/132359/) | 2026-06-04 | 1.80 | INBOUND | WI-FIPRO7 | GENERAL INQUIRY | Amazon directed | | [#LTS00132472](https://linksys.happyfox.com/staff/ticket/132472/) | 2026-06-04 | 2.80 | INBOUND | WHW01 | CONFIGURATION | Email instructions promised |