Coaching Summary
Performance shows decline with recurring protocol and technical accuracy gaps this week.
Inconsistent case documentation and KB-misaligned technical guidance dominate call handling.
Key calls: #LTS00133416, #LTS00133427, #LTS00133480
Risk Flags
Protocol Violation
Failed to create HappyFox cases in 9 calls this week, violating standard support documentation requirements.
ExampleTicket #LTS00133416: No case created despite unresolved MX4200 node issue requiring documentation.
Correct behavior: Create a HappyFox case for any non-trivial issue requiring documentation or follow-up.
Impact: Inconsistent support records and potential missed follow-ups.
Related: #LTS00133416, #LTS00133427, #LTS00133480
Incorrect Technical Guidance
Provided materially incorrect reset and pairing instructions in 7 calls, contradicting KB procedures.
ExampleTicket #LTS00133427: Instructed invalid reset steps for WHW01 devices, requiring LED to turn off instead of flash red.
Correct behavior: Follow KB-accurate reset procedures: LED must flash red 2-3 times then turn off.
Impact: Potential hardware damage and unresolved connectivity issues.
Related: #LTS00133427, #LTS00133480, #LTS00133592
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.23 | 37 |
| Technical Accuracy | 2.3 | 37 |
| Protocol | 1.59 | 37 |
| Communication | 2.14 | 37 |
V2 Rubric (Shadow Grading)
V2 overall: 31.52% across 36 v2-scored calls this week17 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.48 |
| Technical Accuracy | 1.76 |
| Communication | 2.26 |
| Customer Ownership | 2.26 |
| Escalation Judgment | 2.73 |
| Customer Experience | 1.81 |
- Unresolved: 19
- Partial Resolution: 10
- Successful Resolution: 5
- Appropriate Escalation: 1
- Ownership Gap: 1
Score Diagnostics
Based on 37 calls reviewed this week.
Technical Findings
improvement
Failed to verify WAN connection before providing reset instructions in WHW01 setup (ticket #LTS00133427). KB requires direct PC/Ethernet test to isolate ISP vs. hardware issues.
#LTS00133427 · call 50844bf2-68d2-11f1-89da-42010a623f91
improvement
Provided incorrect 5-press method guidance as a reset step for SPNM55 router (ticket #LTS00133592). KB states 5-press is for pairing only; reset requires dedicated reset button.
call 801a667c-68e0-11f1-aaaa-42010a62006f
improvement
Misrepresented EA6100 admin password source (claimed Wi-Fi label password) instead of KB-accurate Smart Setup generation (ticket #LTS00133534). This created security risk and access barrier.
#LTS00133534 · call 70fd96f4-6981-11f1-ad3e-42010a62006f
Call Handling Findings
- Protocol Violation - Case CreationAlways create a HappyFox case for any non-trivial issue requiring documentation or follow-up.
- Incorrect Technical GuidanceFollow KB-accurate reset procedures and verify WAN connectivity before advanced steps.
Calibration Notes
- Auto-zero triggered for avoidance/evasion; verify if OOW best-effort policy was properly applied despite warranty status.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133416high
Agent documented self-help email but grader marked issue unresolved; no case created despite protocol violation.
Grader says: Unresolved
Agent documented: not documented
Suggested Coaching Conversation
1
Your commitment to polite communication even during challenging calls, like in ticket #LTS00133416, sets a great example for the team.
2
Let's discuss the case creation protocol—why it's critical even for out-of-warranty issues, using ticket #LTS00133427 as a reference.
3
How do you approach verifying WAN connectivity before advanced troubleshooting? Let's review ticket #LTS00133480 together.
4
What strategies can we use to ensure KB-accurate guidance on reset procedures, especially for newer agents? Let's analyze ticket #LTS00133592.
Coaching Best Practices
Five Principles for Effective Coaching Conversations
- SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
- Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
- Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
- Psychological safety first — Frame mistakes as data, not character. “That call had a tricky wrinkle — let’s pull it apart” lands better than “you made an error here.”
- Close with a specific commitment — End every coaching conversation with one thing the agent will try on their next call, and a follow-up check-in within 48 hours.
Deep Evidence
| Case | Date | Duration | Overall | Accuracy | Protocol | Comms | V2 | Product | Issue Type | Outcome |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133416INBOUND | 2026-06-15 | — | 3.1 | 5 | 1 | 2 | 56.9% Needs Improvement | MX4200 | CONNECTIVITY | Email with instructions to re-add the disconnected node will be sent; customer to attempt steps independently. |
| #LTS00133427INBOUND | 2026-06-15 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW01 | SETUP | Issue not resolved; customer directed to wait for Spectrum technician. No follow-up or escalation scheduled. |
| 801a667c-68e0-11f1-aaaa-42010a62006fINBOUND | 2026-06-15 | — | 1.8 | 1 | 2 | 2 | 64.7% Needs Improvement | SPNM55 | ACCESS | Escalated to Level-2 support; callback promised within two hours. |
| #LTS00133455INBOUND | 2026-06-15 | — | 3.3 | 3 | 3 | 4 | 68.5% Needs Improvement | MX6200 | CONFIGURATION | Customer to log into router web UI, separate bands, and connect camera to the 2.4 GHz SSID. Agent will email step-by-step instructions. |
| #LTS00133480INBOUND | 2026-06-15 | — | 1.8 | 1 | 2 | 2 | 31.7% Needs Improvement | LN11011202 | SETUP | Customer advised to contact CenturyLink support to set modem into bridge mode; no further troubleshooting performed. |
| #GI00129274INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 65.8% Needs Improvement | E5400 | CONNECTIVITY | Customer decided to replace the legacy EA5400 router with a newer model. |
| #LTS00133534INBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6100 | CONFIGURATION | No technical resolution achieved; customer opted to replace router with ISP-provided unit |
| #LTS00133592INBOUND | 2026-06-16 | — | 2.4 | 3 | 2 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Callback scheduled for paid support session. |
| #LTS00133608INBOUND | 2026-06-16 | — | 2.8 | 2 | 1 | 1 | 0.0% Needs Improvement | RE6300 | SETUP | Agent sent setup guide via email after customer declined paid support; no further action taken. |
| 7668e344-69a1-11f1-8825-42010a62006fINBOUND | 2026-06-16 | — | 4.4 | 5 | 3 | 3 | 83.0% Developing | MX6200 | CONNECTIVITY | Node reset and re-paired; now solid white and online. Customer can relocate node. |
| 3734e2b4-69a5-11f1-bc70-42010a623f91INBOUND | 2026-06-16 | — | 1.4 | 2 | 1 | 2 | 74.4% Developing | MX5300 | SETUP | Customer to observe network after power-cycle and channel adjustment; if issue remains, perform a factory reset and re-configure the mesh |
| #LTS00133642INBOUND↩ cb | 2026-06-16 | — | 2.6 | 4 | 2 | 2 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Offered paid Connect service ($15) without providing free troubleshooting or self-help guidance. |
| #LTS00133642INBOUND↩ cb | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | No resolution or valid next step provided. Call ended without closure |
| #LTS00133739INBOUND | 2026-06-17 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | EA8300 | SETUP | Agent sent generic email configuration guide and directed customer to support.linksys.com; customer advised to re-contact support if issue persists. |
| #LTS00133747INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | SETUP | Agent offered paid support or upgrade options; no technical fix or valid self-help path provided. Agent promised to email reset guidelines and upgrade recommendations. |
| #LTS00133769INBOUND | 2026-06-17 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | SETUP | Advised customer to purchase a new router; no technical fix or valid support path provided. |
| #LTS00133774INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 31.8% Needs Improvement | EA8300 | CONFIGURATION | Customer to use the router's web interface at 192.168.1.1 to disable the guest network; agent will email detailed steps and suggested using the online support site. |
| #LTS00133787INBOUND↩ cb | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 10.7% Needs Improvement | EA7430 | NO TROUBLESHOOTING NEEDED | Recommended contacting doorbell manufacturer for compatibility settings and considering router upgrade; offered to email summary |
| #LTS00133787INBOUND↩ cb | 2026-06-17 | — | 1 | 1 | 1 | 1 | 60.6% Needs Improvement | EA7430 | NO TROUBLESHOOTING NEEDED | Agent will email detailed 5-press pairing instructions to the customer. |
| #GI00115027OUTBOUND | 2026-06-17 | — | 2.8 | 5 | 2 | 3 | 68.0% Needs Improvement | SETUP | Wait for Spectrum technician to repair the modem; then, if internet is restored, consider resetting the parent node. | |
| #LTS00133814INBOUND | 2026-06-17 | — | 2.2 | 4 | 2 | 2 | 0.0% Needs Improvement | WRT32X | SETUP | Customer instructed to test modem connection and search online for WRT32XB documentation; no further support provided. |
| #LTS00133901INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MX4200 | NO TROUBLESHOOTING NEEDED | Reset all three nodes, set the Pro 7 as the parent, then place child nodes based on app-reported signal strength. |
| #LTS00133904INBOUND | 2026-06-18 | — | 2.9 | 4 | 2 | 3 | 32.3% Needs Improvement | E5600 | NO TROUBLESHOOTING NEEDED | Customer advised to log into the router UI to verify firmware status and consider replacing the router with a newer model. |
| c1149596-6b27-11f1-9106-42010a623f91INBOUND | 2026-06-18 | — | 3.1 | 3 | 2 | 2 | 89.3% Meets / Exceeds | MX5500 | HARDWARE | Nodes are now online (solid blue). Customer can relocate the child node. |
| #LTS00133922INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MR7500 | CONFIGURATION | No resolution achieved; further assistance required. |
| #LTS00133943INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Agent will email generic troubleshooting steps for a flashing red/blue child node. |
| #LTS00133950INBOUND | 2026-06-18 | — | 3.4 | 5 | 2 | 2 | 81.5% Developing | E5350 | ACCESS | Customer to retrieve the password using suggested methods; agent to email instructions. |
| #LTS00133957INBOUND | 2026-06-18 | — | 2.8 | 4 | 2 | 2 | 43.5% Needs Improvement | EA6300 | CONNECTIVITY | No fix achieved; advised to verify modem internet and consider router reset. No further action scheduled. |
| #LTS00133968INBOUND | 2026-06-18 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | ACCESS | None provided; agent incorrectly claimed no support available. |
| ef621846-6b64-11f1-902b-42010a623f91INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | WHW03V2 | ACCESS | Customer will attempt to change Wi-Fi password via Linksys app; no further agent action. |
| #LTS00134024INBOUND | 2026-06-19 | — | 2.8 | 2 | 2 | 2 | 46.7% Needs Improvement | SPNMX57CF | NO TROUBLESHOOTING NEEDED | Incorrect explanation provided; customer accepted but issue not resolved. Recommend follow-up to clarify LED behavior. |
| #LTS00134026INBOUND | 2026-06-19 | — | 3.2 | 5 | 2 | 3 | 0.0% Needs Improvement | MX4200 | ACCESS | Offered paid-support option; otherwise self-help steps were suggested but not walked through. |
| #LTS00116836INBOUND | 2026-06-19 | — | 2.6 | 4 | 1 | 3 | — | E7350 | CONNECTIVITY | Customer advised to test the connection by plugging a device directly into the ISP modem; no further steps were defined. |
| e16dcc56-6c0b-11f1-be5c-42010a62006fINBOUND | 2026-06-19 | — | 2.9 | 3 | 2 | 3 | 0.0% Needs Improvement | MX2000 | ACCESS | Customer to reset all nodes and perform 5-press pairing on parent; passwords will revert to parent's label value. |
| 6973b4ba-6c0e-11f1-8b5b-42010a62006fINBOUND | 2026-06-19 | — | 2.8 | 1 | 1 | 3 | 52.7% Needs Improvement | MR6350 | CONNECTIVITY | Customer instructed to keep node near parent until solid blue, verify signal strength, reboot equipment, and test speeds. No confirmed fix; customer to try steps independently. |
| c4f07f24-6c10-11f1-ad95-42010a623f91INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 90.4% Meets / Exceeds | ACCESS | Admin password reset completed; customer can now view Wi-Fi password. Agent incorrectly claimed 5-press reset would restore original password. Child node re-pairing initiated but not confirmed. Tutorial video promised via email. | |
| #GI00134124INBOUND | 2026-06-19 | — | 2.9 | 2 | 2 | 3 | 82.3% Developing | R74 | GENERAL INQUIRY | Customer can purchase any compatible Wi-Fi extender and set it up as a standard extender; no further assistance required. |