limuel.saura — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 26 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

• SPN is the slowest family at 50m 56s; outlier: 2.5x weekly median handle time.
• LN is the slowest family at 47m 45s; outlier: 2.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.63 vs. last week.
• Protocol moved up 0.18 vs. last week.
• Average handle time moved up by 1m 08s.
• Family swing: SPN handle time moved up by 27m 01s vs. last week.
• Family swing: MR handle time moved down by 20m 40s vs. last week.
• Family swing: RE handle time moved down by 18m 44s vs. last week.

What Went Well

1. Effective use of self-help resources

> "Provided approximate pricing and directed customer to Amazon for current pricing and purchase."

#LTS00132276

1. Successful node pairing

> "Node successfully paired; network operational with all nodes showing solid blue LEDs."

#LTS00131623

Growth Opportunities

1. Incorrect technical guidance

> "Provided wrong reset time (15s then 20s; EA9300 requires ~10s). Misinterpreted LED meaning: claimed solid white logo means internet is active—factually incorrect."

#TE00131721

Next step: Verify model-specific reset durations and LED meanings before guiding customers. Use KB articles for accuracy.

1. Failure to perform basic troubleshooting

> "Failed to perform basic WAN troubleshooting steps (power cycle, WAN link status, modem check)."

#LTS00131698

Next step: Always confirm WAN status and perform modem power cycles before escalating connectivity issues.

Next Week's Focus

1. Double-check model-specific reset procedures before guiding customers, especially for EA and WHW series.
2. Always verify WAN connectivity (modem lights, WAN port status) during connectivity calls.
3. Use structured troubleshooting branches for setup and configuration issues to improve protocol adherence.
4. Document follow-up steps clearly in HappyFox to reduce unresolved cases.

Technical Accuracy

Improvement

Incorrectly identified NB7000 as SPNMX55 and failed to verify WAN status before advising ISP contact. No basic diagnostics performed.

#LTS00121380

Improvement

Incorrectly claimed solid white Linksys logo means internet is active. Reset duration was wrong (15s, 20s; EA9300 requires ~10s).

#TE00131721

Improvement

Failed to perform basic WAN troubleshooting (modem check, WAN LED, power-cycle) despite customer reporting no internet.

#LTS00131698

Improvement

Incorrectly stated default router password is 'admin' for WHW-03. Failed to provide correct factory-reset steps (10-second hold).

#LTS00131923

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131721 — Resolved by Level 2

• What L1 saw: Customer replaced Gigaclear-provided SPNMX55 with NB7000 mesh nodes but couldn’t obtain internet; child node showed solid red.
• Why it escalated: L1 misidentified the product, didn’t verify WAN status, and advised contacting ISP without local diagnostics.
• Related call chain: This was a single contact; no prior calls.
• What L2 did:

- Verified WAN status and performed MAC cloning.

- Guided customer through ISP registration steps via web redirect.

- Confirmed internet connectivity after reconfiguration.

• Current state: Resolved.
• L1 learning points:

1. Confirm product model and WAN status before escalating.

2. Guide customers through ISP-specific onboarding steps (e.g., MAC cloning, web redirects).

3. Verify local connectivity before advising ISP contact.

#TE00097428 — Resolved by Level 2

• What L1 saw: Customer couldn’t access UI on EA7500; device out of warranty.
• Why it escalated: L1 incorrectly claimed remote access was discontinued and didn’t perform basic UI access troubleshooting.
• Related call chain: Follow-up call from another agent attempted self-help.
• What L2 did:

- Provided local access steps (myrouter.local, IP address).

- Guided password recovery via recovery key.

- Confirmed UI access and configuration.

• Current state: Resolved.
• L1 learning points:

1. Always attempt local UI access before claiming remote features are unavailable.

2. Use recovery key for password reset when needed.

3. Verify UI access and basic settings before closing.

#TE00115573 — Updated by Level 2

• What L1 saw: MX6200 child node dropped internet; required manual relocation.
• Why it escalated: L1 didn’t perform node-specific troubleshooting (reset, re-pair, signal check).
• Related call chain: Follow-up call from L1 after initial escalation.
• What L2 did:

- Captured manual logs from customer.

- Guided through node reset and 5-press pairing.

- Verified signal strength and placement.

• Current state: Updated (pending customer confirmation).
• L1 learning points:

1. Perform node-specific troubleshooting (reset, re-pair) before escalation.

2. Check signal strength and node placement.

3. Capture logs proactively for L2 diagnosis.

#LTS00132249 — Resolved by Level 2

• What L1 saw: SPNM60CF connectivity issues after ISP change.
• Why it escalated: L1 changed Wi-Fi settings without verifying WAN and skipped basic troubleshooting.
• Related call chain: Single contact; no prior calls.
• What L2 did:

- Verified WAN status and modem connectivity.

- Guided through Wi-Fi security mode change and reconnection.

- Confirmed internet access post-changes.

• Current state: Resolved.
• L1 learning points:

1. Always verify WAN before changing Wi-Fi settings.

2. Use structured troubleshooting for connectivity issues.

3. Confirm internet access after configuration changes.

Coach Appendix

Highest-signal weekly trend: Inconsistent technical guidance (reset times, LED meanings, WAN diagnostics) led to unresolved cases and escalations. Focus on model-specific accuracy and protocol adherence.

Recurring pattern: Missing WAN verification and insufficient troubleshooting before escalation. Prioritize WAN checks and structured diagnostics.

This Week's Calls