zither.calvin@linksys.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Note: Score data is based on a single call review. Scores range from lowest (0) to highest (4).

Where Time Goes

Models Supported

Product model data not available for this week.

Problem Categories

The single SETUP call took longer than average due to incomplete closure and communication gaps. While accuracy and protocol were strong, the lack of confirmation and follow-up extended the handle time and left the customer potentially unresolved.

Week-over-Week Movement

No prior-week comparison exists for this agent.

What Went Well

Accurate product identification

You correctly identified that the MBE7000 is a standalone router and cannot function as a child node in a mesh network. This demonstrates strong technical knowledge of product capabilities.

Correct identification: "got it alright check here and also sir just to confirm it is a the black router the color of this is a black is this correct alright alright cuz upon checking here sir with this new device that you have are this new router that you purchased this is install a standalone device or standalone router..."

#LTS00087422

Protocol adherence

You systematically collected essential information—both model and serial numbers for the existing and new devices—before proceeding with troubleshooting.

Information gathering: "Can I have the model number and the serial numbers for of your uh domain node and the the the one that you just purchase?"

#LTS00087422

Growth Opportunities

Incomplete call closure

While you provided accurate technical guidance, the call ended abruptly without confirming the customer's understanding, offering self-help resources, or setting clear next steps. Good closure ensures the customer feels supported and reduces the likelihood of repeat contacts.

What good looks like: Before ending, recap the issue, confirm the customer understands the solution, offer relevant KB articles or product comparison pages, and explicitly state whether follow-up is needed.

Missed closure opportunity: The call ended with minimal closing protocol—no recap, no confirmation of action items, no offer of further assistance.

#LTS00087422

Acknowledging customer frustration

You missed an opportunity to validate the customer's frustration when they expressed surprise about product limitations. Acknowledging emotions builds rapport and trust.

What good looks like: Use empathetic statements like, "I understand this can be frustrating," or "I appreciate your patience while we sort this out," to validate feelings before proceeding with solutions.

Missed empathy: Failed to acknowledge customer frustration when they said "Oh man, I didn't know there is a such thing. So what do I need to..."

#LTS00087422

Next Week's Focus

1. Implement the 3C closure script: Before ending any call, Confirm understanding, Clarify next steps, and Commit to follow-up if needed. Practice this on every call.
2. Add one empathetic acknowledgment: When a customer expresses frustration or surprise, insert a brief validation statement before continuing with solutions.
3. Proactively offer self-help: For product compatibility issues, immediately share relevant KB articles, product comparison pages, or registration links.
4. Verify understanding: After explaining a solution, ask closed-ended questions like "Does that make sense?" or "Would you like me to walk you through that again?"

Technical Accuracy

Strength

Correctly identified the MBE7000 as a standalone router and provided an accurate alternative solution (MX6200) for mesh expansion. This demonstrates solid product knowledge and avoids unnecessary troubleshooting.

"this new router that you purchased this is install a standalone device or standalone router..."

#LTS00087422

Improvement

Call ended without confirming customer understanding, offering self-help resources, or setting a follow-up despite unresolved setup needs. Customer frustration was not acknowledged.

Call ended abruptly with minimal closing protocol — no recap, no confirmation of action items, no offer of further assistance.

#LTS00087422

Coaching Moments

Improvement — Communication and closure

You missed an opportunity to acknowledge the customer's frustration and ensure understanding before closing the call. This created an incomplete operational closure despite accurate technical guidance.

"Oh man, I didn't know there is a such thing. So what do I need to..."

#LTS00087422

Note: Validating customer emotions and confirming understanding are critical soft skills that complement technical accuracy. Practice inserting brief empathy statements and confirmation checks in every call closure.

Escalation Lessons: What L2 Did

No escalation cases were processed this week. All issues were handled at Level 1.

Coach Appendix

Internal coaching context only:

This week’s single call demonstrates strong technical accuracy (5/5) and protocol adherence (4/4) but highlights critical gaps in communication (3/4) and call closure. The agent correctly identified product incompatibility but failed to acknowledge customer frustration or ensure understanding before ending the call. Next week’s focus should be on implementing systematic closure protocols and adding empathetic acknowledgment to improve customer satisfaction and reduce repeat contacts. The agent’s technical knowledge is solid; the next step is to pair it with consistent soft-skills execution.

This Week's Calls