# limuel.saura — 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 | | --- | --- | --- | --- | --- | --- | | 26 | 22m 27s | MX6200 | CONNECTIVITY | 26 | 4 | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 26 | | Protocol | 1.90 | 26 | | Communication | 2.10 | 26 | | Overall | 2.20 | 26 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | SPN | 3 | 50m 56s | 2.10 | 3.00 | 1.67 | 2.00 | Outlier: 2.5x weekly median handle time | | LN | 1 | 47m 45s | 2.90 | 3.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | EA | 3 | 30m 15s | 2.20 | 2.33 | 2.00 | 2.00 | | | WHW | 9 | 25m 1s | 1.97 | 1.89 | 1.67 | 1.78 | | | MX | 7 | 15m 49s | 2.91 | 3.86 | 2.29 | 2.43 | | | RE | 1 | 14m 14s | 2.80 | 1.00 | 2.00 | 2.00 | | | MR | 4 | 11m 24s | 1.70 | 2.25 | 1.50 | 2.00 | | | E | 2 | 10m 48s | 1.80 | 2.50 | 1.50 | 2.00 | | **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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 10 | 30m 23s | 2.10 | 2.70 | 1.90 | 2.10 | ✓ | | SETUP | 8 | 20m 12s | 2.00 | 2.10 | 1.80 | 2.00 | ✓ | | CONFIGURATION | 4 | 17m 26s | 2.50 | 3.00 | 2.00 | 2.30 | | | ACCESS | 2 | 17m 20s | 1.80 | 1.50 | 1.50 | 2.00 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/132276/) 2. **Successful node pairing** > "Node successfully paired; network operational with all nodes showing solid blue LEDs." [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131721/) **Next step**: Verify model-specific reset durations and LED meanings before guiding customers. Use KB articles for accuracy. 2. **Failure to perform basic troubleshooting** > "Failed to perform basic WAN troubleshooting steps (power cycle, WAN link status, modem check)." [#LTS00131698](https://linksys.happyfox.com/staff/ticket/131698/) **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](https://linksys.happyfox.com/staff/ticket/121380/) **Improvement** > Incorrectly claimed solid white Linksys logo means internet is active. Reset duration was wrong (15s, 20s; EA9300 requires ~10s). [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) **Improvement** > Failed to perform basic WAN troubleshooting (modem check, WAN LED, power-cycle) despite customer reporting no internet. [#LTS00131698](https://linksys.happyfox.com/staff/ticket/131698/) **Improvement** > Incorrectly stated default router password is 'admin' for WHW-03. Failed to provide correct factory-reset steps (10-second hold). [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) — 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](https://linksys.happyfox.com/staff/ticket/97428/) — 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](https://linksys.happyfox.com/staff/ticket/115573/) — 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](https://linksys.happyfox.com/staff/ticket/132249/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00121380](https://linksys.happyfox.com/staff/ticket/121380/) | 2026-06-01 12:31 | 2.3 | INBOUND | WHW03 | CONNECTIVITY | Customer advised to contact Gigaclear ISP | | [#LTS00131599](https://linksys.happyfox.com/staff/ticket/131599/) | 2026-06-01 14:16 | 1.0 | INBOUND | MR6350 | SETUP | No resolution | | [#LTS00131623](https://linksys.happyfox.com/staff/ticket/131623/) | 2026-06-01 14:46 | 2.8 | INBOUND | WHW03 | SETUP | ✓ Resolved | | [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-01 14:55 | 4.0 | INBOUND | MX6200 | CONFIGURATION | ✓ Resolved | | [#LTS00131652](https://linksys.happyfox.com/staff/ticket/131652/) | 2026-06-01 17:19 | 1.8 | INBOUND | WHW03 | CONFIGURATION | Pending | | [#LTS00131657](https://linksys.happyfox.com/staff/ticket/131657/) | 2026-06-01 17:56 | 2.2 | INBOUND | E1200 | SETUP | ⚠ Closed incorrectly | | [#LTS00131669](https://linksys.happyfox.com/staff/ticket/131669/) | 2026-06-01 18:42 | 1.2 | INBOUND | MR7350 | SETUP | ↑ Escalated | | [#LTS00131698](https://linksys.happyfox.com/staff/ticket/131698/) | 2026-06-01 20:35 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Sent email with generic troubleshooting instructions | | [#LTS00131703](https://linksys.happyfox.com/staff/ticket/131703/) | 2026-06-01 20:49 | 2.9 | INBOUND | LN1100 | CONNECTIVITY | ✓ Resolved | | [#TE00131721](https://linksys.happyfox.com/staff/ticket/131721/) | 2026-06-01 22:35 | 1.8 | INBOUND | EA9300 | SETUP | ↑ Escalated | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-01 23:59 | 1.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-02 00:11 | 1.0 | INBOUND | WHW03 | SETUP | Call disconnected | | [#GI00131826](https://linksys.happyfox.com/staff/ticket/131826/) | 2026-06-02 14:55 | 2.2 | INBOUND | WHW01 | CONFIGURATION | Pending | | [#LTS00131832](https://linksys.happyfox.com/staff/ticket/131832/) | 2026-06-02 15:21 | 1.4 | INBOUND | E5350 | CONNECTIVITY | Email with generic troubleshooting steps sent | | [#GI00131851](https://linksys.happyfox.com/staff/ticket/131851/) | 2026-06-02 16:10 | 1.6 | INBOUND | — | ACCESS | Pending | | [#LTS00131868](https://linksys.happyfox.com/staff/ticket/131868/) | 2026-06-02 17:31 | 2.0 | INBOUND | SPNM60TB | CONFIGURATION | Pending | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-02 18:44 | 3.2 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) | 2026-06-02 19:37 | 2.0 | INBOUND | EA7500 | ACCESS | Agent emailed a KB article | | [#LTS00131923](https://linksys.happyfox.com/staff/ticket/131923/) | 2026-06-02 21:24 | 2.8 | INBOUND | WHW03 | SETUP | Email with generic reset and password instructions | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-02 21:51 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00131937](https://linksys.happyfox.com/staff/ticket/131937/) | 2026-06-02 22:26 | 2.8 | INBOUND | RE6300 | NO TROUBLESHOOTING NEEDED | Recommended purchasing a new extender | | [#LTS00132112](https://linksys.happyfox.com/staff/ticket/132112/) | 2026-06-03 19:54 | 2.0 | INBOUND | WHW01 | CONNECTIVITY | Offered self-service website guidance | | [#TE00115573](https://linksys.happyfox.com/staff/ticket/115573/) | 2026-06-03 22:11 | 2.8 | INBOUND | MX6200 | CONNECTIVITY | Escalated to Level 2 | | [#LTS00132235](https://linksys.happyfox.com/staff/ticket/132235/) | 2026-06-04 14:04 | 1.7 | INBOUND | SPNMX55GC | SETUP | Agent promised to call back later | | [#LTS00132249](https://linksys.happyfox.com/staff/ticket/132249/) | 2026-06-04 15:09 | 2.6 | INBOUND | SPNM60CF | CONNECTIVITY | Escalated to Level 2 technical team | | [#LTS00132276](https://linksys.happyfox.com/staff/ticket/132276/) | 2026-06-04 17:01 | 2.8 | INBOUND | MX6200 | CONFIGURATION | ✓ Resolved | | [#LTS00132286](https://linksys.happyfox.com/staff/ticket/132286/) | 2026-06-04 17:55 | 2.8 | INBOUND | EA6900 | SETUP | Suggested to consider a new router | | [#LTS00132283](https://linksys.happyfox.com/staff/ticket/132283/) | 2026-06-04 18:46 | 2.8 | OUTBOUND | MX2000 | CONNECTIVITY | Customer instructed to call back using a mobile phone | | [#LTS00132310](https://linksys.happyfox.com/staff/ticket/132310/) | 2026-06-04 19:49 | 1.8 | INBOUND | MR8300 | CONNECTIVITY | No resolution achieved | | [#LTS00132310](https://linksys.happyfox.com/staff/ticket/132310/) | 2026-06-04 19:55 | 2.8 | OUTBOUND | MR8300 | CONNECTIVITY | Sent email with generic MR8300 re-configuration instructions | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-04 20:40 | 1.8 | INBOUND | MX2000 | SETUP | Agent promised a callback to follow up |