charm.awitan — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a small sample size (30 calls). Overall performance is moderate with room for growth in accuracy and protocol adherence.

This Week's Coverage

Models Supported

Low scores on EA6350 and WHW01 calls suggest familiarity gaps with these devices’ setup flows.

Problem Categories

Connectivity and Setup issues are frequent and scored lowest, indicating a need for stronger troubleshooting consistency in these areas.

What Went Well

Accurate Model and Serial Collection

“All right, let me take a look at this one for and you mentioned that you reset your device, right? You may. Um, does it mean that you press the reset buttons? Mhm. Mhm. Mhm. Mhm.”

#LTS00130715

The agent successfully gathered the router model (AC2200) and serial number despite the customer’s difficulty, which is essential for accurate support.

Correct Identification of End-of-Life Status

“Okay, so, cuz based on the information that you provided to me, sir, with this serial number and the model number that you have of this Linus device, upon checking here, this device that we have was already part of end-of-life and end of support device.”

#LTS00130861

The agent correctly identified the EA9500 as end-of-life per the KB, aligning with policy and avoiding unsupported guidance.

Growth Opportunities

Avoid Incorrect Technical Claims About Product Lifecycle

“All right, just to confirm sir, so there is no internet connection coming from your Lindhus router, is that correct? Ah, I see. And how long have you been experiencing the issue, sir?... upon checking here, this device that we have was already part of end-of-life and end of support device.”

#LTS00130780

What went wrong: The agent incorrectly declared the EA5800 as end-of-life, contradicting KB documentation. This misrepresentation erodes trust and can lead to unnecessary hardware replacement.

What “good” looks like: Verify product lifecycle status against the official Linksys KB before stating a device is unsupported. When in doubt, say, “I’ll check our records and get back to you.”

Perform Basic Troubleshooting Before Escalating or Offering Self-Help

“All right, Just to confirm, sir, only this TV have an issue connecting to your Wi-Fi? However, Some of your devices there. Are they connected? Mm-hmm. Uh-huh.”

#LTS00130715

What went wrong: The agent skipped essential Wi‑Fi diagnostics (e.g., checking band selection, signal strength, DNS settings) and defaulted to hardware replacement or contacting Apple.

What “good” looks like: Run a quick connectivity check: confirm the client device is on the correct band, verify signal strength, and test DNS resolution before suggesting hardware changes.

Next Week's Focus

1. Verify product lifecycle status via KB before stating a device is unsupported. Use phrasing like, “Let me confirm the support status for you,” and document the source.
2. Run a mini-troubleshoot for Wi‑Fi issues: ask about band (2.4 GHz vs 5 GHz), signal strength, and DNS before suggesting resets or replacements.
3. Collect model and serial numbers early to avoid mid-call delays and ensure accurate case documentation.
4. Offer a self‑help KB link or email only after confirming basic troubleshooting steps have been attempted.

Technical Accuracy

Improvement

No transcript quote provided.

Incorrectly claimed the AC2200 is end-of-life and no longer receiving firmware updates, which is factually wrong per Linksys KB. This misrepresentation undermines trust and can lead to unnecessary hardware replacement.

Improvement

No transcript quote provided.

Stated at [04:00] that a “solid pinkish red” light indicates the node is ready to pair—this is factually incorrect and contradicts Linksys KB; no Velop node uses pinkish red as a valid operational state.

Improvement

No transcript quote provided.

Incorrect factory reset duration (20 seconds) — KB specifies 10–15 seconds for EA6350.

Improvement

No transcript quote provided.

Incorrectly declared EA5800 as end-of-life (contradicts KB) and provided wrong reset procedure (20 seconds instead of 10).

Improvement

No transcript quote provided.

Provided materially incorrect technical guidance by referencing a “Netgear router” and suggesting “replicating lines of code” and “coding application,” which are not valid Linksys troubleshooting steps.

Improvement

No transcript quote provided.

Provided incomplete/incorrect reset guidance: no hold duration specified, no post-reset LED expectation communicated.

Improvement

No transcript quote provided.

Used ambiguous UI reference “CA” which confused the customer and does not correspond to standard Linksys web UI navigation.

Improvement

No transcript quote provided.

Incorrect model identification (initially stated “MR55S EC”, not a valid Linksys model).

Improvement

No transcript quote provided.

Provided invalid admin URL “http://linksys” at [07:00]; correct URLs for MR2000 are http://myrouter.local or http://[REDACTED_PHONE].

Improvement

No transcript quote provided.

Used 5-press pairing method, which is not supported on Velop devices and contradicts KB guidance (valid only for MX6200/MBE7000/LN series).

Improvement

No transcript quote provided.

Provided a garbled, non-functional router IP address (http://4/4secure.[REDACTED_PHONE].robot hub one roundabouts.1) instead of [REDACTED_PHONE] or myrouter.local.

Improvement

No transcript quote provided.

Provided incorrect reset duration: 20 seconds instead of 10 seconds per KB for RE6400.

Coaching Moments

Improvement

“But it was buffering and then it would start back and this is the first time that it's- that it's done that on other apps as opposed to just Apple. Uh, it is the AC2200 and I need to get my glasses to read you the serial number. Can you hold on a second? Okay, just a second. Okay. Um, 29 V as in Victor 1, 1 M as in Mary an...”

#LTS00130715

The agent incorrectly claimed the AC2200 is end-of-life and no longer receiving firmware updates, which is factually wrong per Linksys KB. This misrepresentation erodes trust and can lead to unnecessary hardware replacement.

Improvement

“Because, yes, because once you reset the device, you should press and hold until the light went off and release once the blue light is showing to proper reset. All right, then, yeah, you may release the reset button, sir. And then you need to wait for about two to three minutes until the device is done starting up. And also, so, can you, can you prove [silence]”

#LTS00031646

The agent stated that a “solid pinkish red” light indicates the node is ready to pair—this is factually incorrect and contradicts Linksys KB; no Velop node uses pinkish red as a valid operational state.

Improvement

“Yeah, yeah, like the old owners here have three different, looks like they have three different, um, it's the same WiFi name, but I'm not sure what the passwords are. That doesn't let me connect even though I typed in the password that's on the back of the router. No, yeah, it's blinking. I have internet. I just, um, like for instance, on my phone, I can't connect to the Wi-Fi. So, I logged in. I was able to connect to it o...”

#LTS00130770

The agent instructed an incorrect 20-second factory reset (KB: 10–15 seconds), failed to verify internet connectivity post-reset, and prematurely offered paid support without confirming basic troubleshooting success.

Improvement

“Yes, uh, I have a a Linksys AC1000 dual brand router and I'm having trouble connecting it to the TVs in my phone. No, no, uh, it don't throw no error. It just when I try to load up Netflix and all the apps, the streaming services, it just say it won't connect. And uh it's been doing for like two days now. No, I ain't doing nothing to it.”

#LTS00130780

The agent incorrectly declared the EA5800 as end-of-life (contradicts KB) and provided a wrong reset procedure (20 seconds instead of 10), skipping troubleshooting for the streaming connectivity issue.

Improvement

“uh I need some help with our with our uh link this system router can someone help me out with it do you need a model number or a image number in model model model number MX set to zero serial number is 58 the W 10 m 547 Mary two one efordwired 02 268 we need I we bought like a few of them and uh it dropped a lot of signals many devices show offline for a smooth lazy”

#LTS00130788

The agent provided materially incorrect technical guidance by referencing a “Netgear router,” suggesting “replicating lines of code,” and advising a non-standard node-swap procedure—not supported by Linksys KB.

Improvement

“Yeah, I'm having trouble with my routers, picking up the signal. It's, the modem is, is fine.”

#LTS00130905

The agent failed to follow standard troubleshooting protocol: skipped modem-first power-cycle and WAN check, gave vague reset instructions, and ended with only a promise of an unsent email.

Improvement

“Okay, so those are not connected because the engineering couldn't solve the problem. So that I'm going to leave it for now. And then the main problem is that I'm not getting the 2.4 and 5.”

#LTS00130887

The agent used incorrect and ambiguous UI reference “CA,” which does not exist in the Linksys web UI and confused the customer.

Improvement

“So, I was told, maybe I talked to you that my device was out of date, but I need step-by-step instructions to change it back to what it was.”

#LTS00130884

The agent misidentified the router model, incorrectly claimed no troubleshooting could be provided due to out-of-warranty status, failed to collect email or provide any self-help steps, and left the customer with no functional path forward.

Improvement

“Hi there. I just have Lynx is um, I guess extenders and um.[silence]”

#LTS00130939

The agent incorrectly stated the Linksys app no longer supports the device, gave a wrong IP address, failed to obtain the model number, and ended without verifying access or resolution.

Improvement

“My Lynch's setup, which used to work perfectly, all of a sudden seems not to be, in that two of the, the six, five nodes won?t go through.”

#LTS00131397

The agent failed to follow mesh-node troubleshooting protocol, offered paid support without performing basic free diagnostics, and did not collect the customer’s email address after it was explicitly offered.

Improvement

“I I wish I could call. was a little bit on and off, I was sitting right here and dot. yes, uh, I'm having trouble connecting my extender [silence] I got it. Okay. want to know what that is?] I'm sending you another link. I'm sending you another link.”

#LTS00131474

The agent incorrectly advised a 20-second reset (vs. 10 seconds per KB), failed to perform basic troubleshooting, prematurely pushed paid support, and provided no verification path.

Escalation Lessons: What L2 Did

No escalated cases were identified this week. All cases were documented and closed at Level 1.

Coach Appendix

Weekly Trend: The most common technical gaps involve incorrect product lifecycle claims and inaccurate reset procedures. These errors lead to misplaced expectations and unnecessary hardware recommendations.

Next Coaching Focus: Reinforce KB verification for product support status and standard reset durations. Practice collecting model/serial early and running a quick connectivity check before escalating or offering self-help emails.

This Week's Calls