eppie.lagumbay — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with 20 calls reviewed. Overall scores ranged from 1.0 to 3.4.

This Week's Coverage

Models Supported

Lower scores on MR7350 and VLP01 calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

ACCESS and CONNECTIVITY categories show the greatest opportunity for improvement. The lower average scores here indicate that customers experiencing access or connectivity issues are not receiving the most effective support during these calls.

What Went Well

Accurate Model Identification and Warranty Confirmation

“Okay, so that's two, nine, V for Victor. Yeah, let me verify that serial number. So, if I get it right. So, that's two, nine, V for Victor, one, one, M for Mary. The number two, B for David, A for Apple. Okay. 07480. Okay, let me just check this serial number. Oh, okay. Do you still have the receipt for this device, sir?”

#LTS00131109

The agent correctly identified the MR8300 model after the customer misstated it, confirming the serial number and asking for receipt validation—essential for warranty support.

Successful Mesh Node Recovery

“Factory reset the child node (reset button hold), Performed 5‑press pairing on the parent MX2000 router, Waited for node to reach solid blue and verified online status in the Linksys app”

#LTS00063567

The agent guided the customer through a successful mesh node recovery using the correct 5-press pairing method for MX series devices and confirmed resolution in the app.

Growth Opportunities

Technical Accuracy in Troubleshooting Guidance

“Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices. Described non-existent LED colors (solid pink, magenta) for Velop setup, contradicting KB.”

#GI00127699

What better looks like:

• Always verify reset durations against the KB before instructing customers.
• Use only documented LED indicators for the specific model (e.g., turquoise for Velop, not pink or magenta).
• Confirm pairing methods are model-appropriate (5-press pairing is not valid for Velop devices).

Protocol Adherence and Case Documentation

“Failed to create or reference a HappyFox case, violating case management protocol. Demanded physical receipt despite customer providing recent purchase date (April 1st), blocking support unnecessarily.”

#LTS00131109

What better looks like:

• Create a HappyFox case for every technical support interaction, even if the customer ultimately decides to return the device.
• Accept valid proof of purchase (e.g., credit card statement, order email) when a physical receipt is unavailable.
• Document all troubleshooting steps and customer responses in the case notes for continuity.

Next Week's Focus

1. Double-check model-specific KB articles before guiding customers through resets, pairing, or LED interpretation.
2. Create a HappyFox case for every call, even brief ones, to maintain a clear audit trail and support continuity.
3. Accept digital proof of purchase (order emails, credit card statements) when customers cannot locate a physical receipt.
4. Practice concise, model-specific troubleshooting scripts for common issues like mesh node pairing and admin page access.

Technical Accuracy

Improvement

Incorrect reset duration and pairing method for Velop devices. KB specifies 10-second reset and no 5-press pairing for Velop.

#GI00127699

Improvement

Provided incorrect URLs leading to potential security risks and no valid support path.

#LTS00130993

Improvement

Incorrect URL provided for RE7000 extender setup, leading to no valid access path.

#LTS00131146

Improvement

Incorrect default IP address provided for MR7350, contradicting KB guidance.

#LTS00131152

Improvement

Incorrect factory reset duration for EA8300, leading to potential device issues.

#LTS00131154

Coaching Moments

Improvement

“Provided factually impossible warranty duration (423 months) and falsely declared device out of warranty without verification.”

#LTS00131349

Always verify warranty status through the system before stating it to the customer. Avoid giving specific warranty durations unless confirmed via the warranty database.

Improvement

“Requested to stop call recording during payment processing — a compliance breach per PCI DSS. Collected full credit card number, expiration, CVV, and cardholder name verbally over an unsecured channel.”

#LTS00131349

Never collect full credit card details over the phone. If payment is required, guide the customer to a secure portal and confirm the transaction ID afterward.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

Coach Appendix

This week’s highest-signal trend is technical inaccuracy in model-specific guidance, especially around reset procedures, pairing methods, and URL usage. The agent’s reliance on incorrect instructions (e.g., 20-second resets, 5-press pairing on Velop, invalid support URLs) led to prolonged troubleshooting and customer frustration. Moving forward, focus on verifying KB guidance for each model before instructing customers, and always create a HappyFox case to document interactions and maintain continuity.

This Week's Calls