ashley.alayon@linksys.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 1 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 11m 21s.

Problem Categories

Week-over-Week Movement

• Improve troubleshooting accuracy for range extenders (MR7500).
• Ensure collection of product model, serial number, and warranty status for hardware issues.

What Went Well

• Customer contact information collection

The agent collected essential customer contact details, which supports case documentation and follow-up.

> Collected customer email (nznasser.i.l.dot.dha.bab) and confirmed phone number (ending in 40), supporting case documentation.

Growth Opportunities

• Correct troubleshooting procedures for range extenders

What “good” looks like: Use model-specific reset procedures and verify LED states before proceeding. Avoid applying 5-press reset to range extenders.

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

• Collect critical product and warranty information

What “good” looks like: Always confirm product model, serial number, and warranty status for hardware issues to enable proper troubleshooting and potential RMA processes.

> Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.

Next Week's Focus

1. Verify product model and warranty status before starting any troubleshooting steps for hardware issues.
2. Use model-specific reset procedures: For MR7500 range extenders, follow the correct reset process (hold the reset button for 10 seconds) rather than a generic 5-press reset.
3. Confirm LED state changes and document them before moving to the next troubleshooting step.
4. Provide clear next steps when closing calls, including actionable self-help guidance or escalation criteria if the issue remains unresolved.

Technical Accuracy

Improvement

#LTS00113794

Improvement

Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.

#LTS00113794

Strength

Agent collected customer contact information (email and phone number), supporting case documentation and follow-up.

#LTS00113794

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

• The highest-signal weekly trend is the unresolved ACCESS issue on MR7500 due to incorrect troubleshooting and missing product/warranty data. Focus next coaching on model-specific procedures and data collection protocols.
• Key pattern: The agent applied a generic reset procedure to a product where it was invalid, leading to extended handle time and unresolved issue. This should inform the next coaching conversation to reinforce product-specific troubleshooting flows.

This Week's Calls