# ashley.alayon@linksys.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 1 | 11m 21s | MR7500 | ACCESS | 1 | — |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 1.70 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 11m 21s | 1.70 | 1.00 | 1.00 | 3.00 |  |

**Key Observations**
- MR is one of the slowest families at 11m 21s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 1 | 11m 21s | 1.70 | 1.00 | 1.00 | 3.00 | ✓ |

## 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.

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## 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.

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## 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.

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## Technical Accuracy

### **Improvement**  
*[#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/)*

### **Improvement**  
> Agent failed to collect product model, serial number, or warranty status, which are critical for hardware troubleshooting and RMA eligibility.  
*[#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/)*

### **Strength**  
> Agent collected customer contact information (email and phone number), supporting case documentation and follow-up.  
*[#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/)*

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## 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.

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## This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
| --- | --- | --- | --- | --- | --- | --- |
| [#LTS00113794](https://linksys.happyfox.com/staff/ticket/113794/) | 2026-06-04 13:26:25+00:00 | 1.70 | INBOUND | MR7500 | ACCESS | Customer to reposition extenders and monitor; no further action taken during the call. |