vincent.tobias@linksys.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Hybrid week: 2 LTS queue calls and 0 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 38m 47s.

Problem Categories

Week-over-Week Movement

• Correct reset procedures for MR and SPNM routers
• Collect essential troubleshooting data (serial number, warranty status)
• Verify resolution before call closure

What Went Well

• Professional demeanor during confusing interactions

The agent remained calm and professional even when the customer was confused and repeatedly asked the same questions.

> "Five, four, eight. Thank you so much. Let me quickly double check. Am I speaking with Sherry Newton-Williams? All right. What seems to be the current problem?"

#LTS00114431

Growth Opportunities

• Correct reset procedures for MR and SPNM routers

Good looks like: using the correct reset duration for MR series (~10 seconds, not 30) and the pair-button method for SPNM devices instead of the 5‑press method. Before instructing any reset, confirm the exact product family and reference the KB article.

> "All right. You're going to perform what we call the five press method. Press release, wait a second, press release, wait a second, five times on the reset button."

#LTS00114431

• Collect essential troubleshooting data early

Good looks like: gathering the full serial number, warranty status, and current internet/WAN connectivity before diving into device-specific steps. This prevents unnecessary steps and ensures proper escalation readiness if needed.

Next Week's Focus

1. Start every MR or SPNM call by requesting the full serial number and warranty status. Verify internet connectivity with the customer before proceeding to device resets.
2. Use the correct reset procedure: 10‑second reset for MR series, pair‑button reset for SPNM devices. Avoid the 5‑press method on any SPNM router.
3. Confirm resolution before closing: after any troubleshooting step, ask the customer to verify that all devices can connect and that the issue is fully resolved.
4. Document key observations and next steps in HappyFox so that any follow‑up or escalation has a clear context.

Technical Accuracy

Improvement

Provided incorrect 30‑second reset duration for MR2000 (should be ~10 seconds) and suggested a 5‑press pairing method, which is not supported on MR series devices. Misidentified LED colors (magenta is not a valid state for MR routers).

#LTS00114431

Improvement

Provided incorrect 5‑press reset instructions for a SPNM-family router, which is not a supported method for this product line. Did not collect product model number, serial number, or warranty status, and failed to confirm Wi‑Fi password change or app setup completion before ending the call.

#LTS00114431

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Internal use only – not for agent review.

The highest-signal trend this week is inconsistent application of product‑specific reset procedures and incomplete data collection, leading to unresolved cases and low accuracy scores. Focus the next coaching conversation on reinforcing the “collect‑then‑reset‑then‑verify” workflow for MR and SPNM devices, emphasizing the importance of serial number capture and warranty verification before any troubleshooting steps. Use the two calls this week as concrete examples of where early data gathering would have prevented mis‑directed instructions.

This Week's Calls