Coaching Summary
Improving technical accuracy but requires deeper troubleshooting consistency
Tends to skip verification steps before closure and provides unverified technical guidance
Key calls: #LTS00133413, #LTS00133423, #LTS00133495
Risk Flags
Critical dimension below threshold
Accuracy <2.5 in 7 calls this week, indicating frequent technical inaccuracies
ExampleIn #LTS00133413, advised 'admin' as default password for SPNM60 series, contradicting KB
Correct behavior: Verify device-specific defaults from KB before providing credentials; confirm with customer after reset
Impact: Failed logins, repeated calls, and potential security risks
Related: #LTS00133413, #LTS00133423, #LTS00133440
Repeat issue across 2+ calls
Mesh connectivity issues unresolved across multiple WHW03 calls (#LTS00133423, #LTS00133615, #LTS00133622)
ExampleIn #LTS00133423, skipped standard mesh troubleshooting (5-press pairing, LED validation)
Correct behavior: Follow velop_router_setup.md: power cycle, 5-press pairing, LED validation before escalation
Impact: Persistent connectivity problems leading to repeated callbacks
Related: #LTS00133423, #LTS00133615, #LTS00133622
Missed callback
Callback flag present for #LTS00133423 due to unresolved issue and unverified email
ExampleAgent promised email instructions to unverified address during #LTS00133423
Correct behavior: Verify customer email before promising instructions; confirm delivery method
Impact: Risk of follow-up failure and repeated call
Related: #LTS00133423
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.34 | 49 |
| Technical Accuracy | 2.51 | 49 |
| Protocol | 1.86 | 49 |
| Communication | 2.22 | 49 |
V2 Rubric (Shadow Grading)
V2 overall: 41.17% across 41 v2-scored calls this week9 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.9 |
| Technical Accuracy | 2.23 |
| Communication | 2.23 |
| Customer Ownership | 2.9 |
| Escalation Judgment | 1.88 |
| Customer Experience | 1.98 |
- Unresolved: 17
- Successful Resolution: 14
- Ownership Gap: 5
- Partial Resolution: 5
Score Diagnostics
Based on 49 calls reviewed this week.
Technical Findings
improvement
Provided wrong default admin password ('admin') for SPNM60 series; correct default matches Wi-Fi label per KB
#LTS00133413 · call 84f9dbb6-68ca-11f1-9510-42010a62006f
improvement
Skipped five-digit recovery key process for SPNM60 and recommended factory reset as first resort
#LTS00133413 · call 84f9dbb6-68ca-11f1-9510-42010a62006f
improvement
Provided factually incorrect LED guidance ('pinkish red or magenta') for WHW03; Intelligent Mesh uses solid purple for ready state
#LTS00133423 · call 5e0504ac-68d1-11f1-b518-42010a62006f
improvement
Failed to verify internet connection from modem before guiding mesh node reset; critical first step omitted
call 0afc1074-68e1-11f1-98c7-42010a62006f
strength
Correctly guided customer through factory reset procedure (button press duration and LED state interpretation) for SPNM60
#LTS00133413 · call 84f9dbb6-68ca-11f1-9510-42010a62006f
Call Handling Findings
- Incorrect default credentialsVerify device-specific defaults from KB before providing credentials; confirm with customer after reset.
- Skipped troubleshooting stepsFollow KB sequence: power cycle, verify modem, test basic connectivity before advanced steps.
Calibration Notes
- Auto-zero applied for avoidance/evasion: agent avoided free troubleshooting for OOW device by citing warranty status despite OOW best-effort standard requiring setup/pairing/reset support
- Materially incorrect technical information provided (misattribution of speed test results) leading to derailed diagnosis
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133423high
Agent verbally committed to email instructions but email was unverified; documented outcome lacks troubleshooting steps and misrepresents resolution.
Grader says: Agent promised email instructions (email address unverified). No technical resolution achieved.
Agent documented: Thank you for reaching out to Linksys Support! Since your device is currently out of warranty, we’re unable to process it through our standard support path. While we do offer paid support options, we completely understand that you’ve decided not to proceed with that today. To make sure you’re not left without help, we’ve attached our Wi-Fi Fix It Series document...
Suggested Coaching Conversation
1
I noticed you did an excellent job collecting model and serial numbers early in several calls—this really helps with accurate troubleshooting. How do you feel about adding a quick verification step before closing cases?
2
In a few calls this week, default credentials and URLs were provided without KB verification. Let's review how to confirm device-specific defaults before sharing them.
3
You handled the mesh reset in #LTS00133615 very well by confirming the LED state. How do you see us incorporating similar verification steps for other troubleshooting flows?
4
When customers decline paid support, we still need to ensure they have actionable self-help steps. Let's discuss how to validate email addresses and set clear expectations before ending calls.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133413INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 43.8% Needs Improvement | SPNM60CF | ACCESS | Customer successfully logged in after reset and confirmed Wi-Fi settings; no further action required. |
| #LTS00133423INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | SETUP | Agent promised email instructions (email address unverified). No technical resolution achieved. |
| #LTS00133431INBOUND | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 75.7% Developing | SPNMX56TB | ACCESS | Customer confirmed app works after disabling VPN; no further action required. |
| #GI00133440INBOUND | 2026-06-15 | — | 1.4 | 1 | 2 | 2 | — | ACCESS | No resolution; incorrect advice given. Router admin password issue persists. | |
| 0afc1074-68e1-11f1-98c7-42010a623f91INBOUND | 2026-06-15 | — | 2.8 | 4 | 2 | 3 | 53.4% Needs Improvement | F8W801 | CONNECTIVITY | Sent email with step-by-step instructions for re-adding child nodes; no live troubleshooting performed. |
| #LTS00133468INBOUND | 2026-06-15 | — | 2.8 | 2 | 3 | 2 | 89.3% Meets / Exceeds | E8450 | CONFIGURATION | Router reset and reconfiguration completed; Wi-Fi name/password updated; internet working. |
| #LTS00133442INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 12.3% Needs Improvement | EA7450 | SETUP | Agent advised customer to return router and purchase newer Wi-Fi 6 capable model |
| #LTS00133495INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MBE7000 | CONNECTIVITY | Agent promised to email step-by-step reset instructions and directed customer to incorrect web support URLs. No troubleshooting steps were performed or validated. |
| #LTS00133499INBOUND↩ cb | 2026-06-15 | — | 1.8 | 5 | 1 | 2 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | None – call ended without agent engagement. |
| #LTS00133499INBOUND↩ cb | 2026-06-15 | — | 4 | 5 | 2 | 3 | 93.5% Meets / Exceeds | MX2000 | CONNECTIVITY | Issue resolved; router back online. Customer may relocate node. |
| #LTS00133584INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 2 | 21.1% Needs Improvement | EA7300 | ACCESS | No fix achieved; customer declined reset. Agent did not provide alternative self-help resources or escalate. |
| #LTS00133600INBOUND | 2026-06-16 | — | 2.2 | 5 | 3 | 3 | 88.0% Meets / Exceeds | E5400 | CONFIGURATION | Customer changed Wi-Fi name; password change and successful application unconfirmed. No verification or follow-up provided. |
| #LTS00133606INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | E7350 | CONFIGURATION | Agent will email the customer a link to the router's web interface and instructions for parental-control setup (for a fee). |
| #LTS00133615INBOUND↩ cb | 2026-06-16 | — | 2.8 | 3 | 4 | 3 | 83.7% Developing | WHW03 | SETUP | Internet is back online and Wi-Fi credentials updated; customer to add remaining child nodes using the five-press reset method |
| #LTS00133622INBOUND | 2026-06-16 | — | 1.8 | 1 | 1 | 2 | 52.7% Needs Improvement | WHW03 | CONNECTIVITY | Nodes reset successfully; all now show solid blue/aqua and are connected |
| #LTS00133615INBOUND↩ cb | 2026-06-16 | — | 2.9 | 2 | 2 | 3 | 79.4% Developing | WHW03 | SETUP | All nodes confirmed online and manageable via local dashboard |
| #LTS00133653INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | RE7350 | CONNECTIVITY | None provided; call ended without troubleshooting, reset, or next-step plan. |
| #LTS00133670INBOUND | 2026-06-16 | — | 2.8 | 3 | 2 | 2 | 20.6% Needs Improvement | MX5300 | CONNECTIVITY | Customer advised to try a different Ethernet cable and verify placement; no confirmed resolution. Issue remains unresolved due to need for new cabling. |
| 8ebc5eec-69c6-11f1-94aa-42010a62006fINBOUND | 2026-06-16 | — | 1.7 | 2 | 2 | 2 | 0.0% Needs Improvement | SPNM62 | ACCESS | No resolution or next step provided. Call ended abruptly with customer frustration. |
| c0f7b260-69c8-11f1-ab56-42010a623f91INBOUND | 2026-06-16 | — | 2.8 | 5 | 2 | 2 | — | GENERAL INQUIRY | Agent took a note and promised a callback from the prior technician within five minutes. | |
| 8c5264be-69c9-11f1-aa89-42010a660053OUTBOUND | 2026-06-16 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | ACCESS | Customer was given steps to disable the 6 GHz band; no further action required unless the password issue persists. | |
| #LTS00133748INBOUND | 2026-06-17 | — | 2.8 | 4 | 4 | 3 | 27.8% Needs Improvement | EA7500 | SETUP | Call placed on hold with no resolution or clear next step communicated. Follow-up required to provide KB-backed troubleshooting (e.g., http://192.168.1.1 access). |
| #LTS00133751INBOUND | 2026-06-17 | — | 2.2 | 5 | 2 | 3 | 69.1% Needs Improvement | LAPAC2600C-EU | NO TROUBLESHOOTING NEEDED | Informed customer that the feature and cloud manager are discontinued; offered to discuss the request with the internal team without creating a formal case or setting expectations. |
| #LTS00133753INBOUND | 2026-06-17 | — | 2.8 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONFIGURATION | Customer to attempt login with default password or recovery key; follow up if still locked out. |
| #LTS00133758INBOUND | 2026-06-17 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA9200 | ACCESS | Recommend purchasing a newer router model; login issue unresolved. |
| #LTS00133759INBOUND | 2026-06-17 | — | 2.4 | 3 | 2 | 3 | 2.1% Needs Improvement | SPNMX55GC | CONNECTIVITY | No resolution provided; requires Pair button method guidance or replacement assessment |
| #LTS00133775INBOUND | 2026-06-17 | — | 1.4 | 1 | 2 | 2 | 48.4% Needs Improvement | WHW01 | CONNECTIVITY | No valid resolution provided. Recommend replacement of defective node (out-of-warranty). |
| fcfe056e-6a74-11f1-bd8a-42010a62006fINBOUND | 2026-06-17 | — | 1.1 | 1 | 1 | 2 | — | CONNECTIVITY | Agent suggested changing Wi-Fi channel but provided no instructions or follow-up. No resolution achieved. | |
| #LTS00133820INBOUND | 2026-06-17 | — | 2.8 | 3 | 2 | 2 | 32.1% Needs Improvement | MR7350 | HARDWARE | Agent advised the router is likely hardware-failed, out of warranty, and recommended purchasing a new MX6200 or LN1600. No fix was applied. |
| #LTS00133823INBOUND | 2026-06-17 | — | 1.1 | 1 | 1 | 2 | 37.1% Needs Improvement | WRT3200ACM | CONFIGURATION | No valid resolution provided. Email with instructions promised but not confirmed sent or effective. |
| 8ebb934a-6b24-11f1-8ede-42010a62006fINBOUND | 2026-06-18 | — | 2.8 | 3 | 3 | 2 | 19.9% Needs Improvement | MR8300 | SETUP | Informed customer the router is out of warranty, offered a paid support session, and recommended purchasing a newer MX6200 router. |
| 7a0f2970-6b2e-11f1-9829-42010a623f91INBOUND | 2026-06-18 | — | 4.5 | 5 | 4 | 3 | 100.0% Meets / Exceeds | LN1100 | ACCESS | Router admin page now loads; customer can sign in. |
| fcaa6c44-6b30-11f1-adf3-42010a623f91INBOUND | 2026-06-18 | — | 1.8 | 1 | 2 | 2 | 41.9% Needs Improvement | LN1100 | ACCESS | No resolution. Advise customer to verify Linksys Wi-Fi connection, clear browser cache, and escalate if issue persists. |
| 98983744-6b31-11f1-adf3-42010a623f91INBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 77.8% Developing | MX2000 | SETUP | Node reached solid blue; customer advised to relocate it to desired location. |
| #LTS00133942INBOUND↩ cb | 2026-06-18 | — | 1.7 | 2 | 2 | 2 | 17.3% Needs Improvement | MR8300 | CONNECTIVITY | No resolution or next step provided. Customer left without actionable guidance. |
| #LTS00133942OUTBOUND↩ cb | 2026-06-18 | — | 1.8 | 5 | 1 | 1 | — | MR8300 | CONNECTIVITY | None – call ended with automated message. |
| #LTS00133944INBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email step-by-step reset and re-pair instructions; no live fix confirmed. |
| #LTS00133966INBOUND | 2026-06-18 | — | 2.6 | 3 | 2 | 2 | 36.4% Needs Improvement | MR8300 | CONNECTIVITY | No confirmed resolution. Agent incorrectly declared issue resolved without verification. Escalation or further diagnostics required. |
| 7a775228-6b53-11f1-833c-42010a62006fINBOUND | 2026-06-18 | — | 4 | 5 | 4 | 3 | 97.6% Meets / Exceeds | MR20MS | ACCESS | Admin password reset completed via recovery key; customer can now log in to the router. |
| #LTS00134036INBOUND↩ cb | 2026-06-19 | — | 2.8 | 4 | 2 | 2 | 37.1% Needs Improvement | WHW03 | SETUP | Promised email with step-by-step setup instructions; no technical fix applied. |
| #LTS00134038INBOUND | 2026-06-19 | — | 3.1 | 4 | 3 | 4 | 0.0% Needs Improvement | E2500 | CONNECTIVITY | Recommended purchasing a new Wi-Fi 5/6 router as current device is end-of-life; offered email instructions for self-troubleshooting. |
| #LTS00134045INBOUND | 2026-06-19 | — | 2.8 | 3 | 1 | 2 | — | E5350 | CONFIGURATION | Agent promised to email instructions on changing Wi-Fi name and password, but email address was captured incorrectly, making delivery unlikely. |
| 097a5414-6bf1-11f1-a10c-42010a62006fINBOUND | 2026-06-19 | — | 4.4 | 5 | 3 | 4 | — | CONNECTIVITY | Mesh network restored; no further action needed. | |
| #LTS00134036INBOUND↩ cb | 2026-06-19 | — | 1.6 | 1 | 1 | 2 | 76.4% Developing | WHW03 | SETUP | No definitive resolution; agent suggested relocating nodes and using default settings, but did not confirm internet connectivity or mesh stability. |
| #LTS00134036OUTBOUND↩ cb | 2026-06-19 | — | 2.2 | 3 | 2 | 3 | — | WHW03 | SETUP | Customer decided to leave the node wireless. No verification of connectivity or further troubleshooting was conducted. |
| #LTS00134091INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | — | EA8300 | CONNECTIVITY | No resolution or actionable next step provided. Customer decided to call back later. |
| #LTS00134117INBOUND | 2026-06-19 | — | 2.8 | 4 | 1 | 2 | 49.9% Needs Improvement | MR9000 | SETUP | Sent step-by-step setup instructions to the customer's email; customer to follow and contact support if the issue persists. |
| #LTS00134121INBOUND | 2026-06-19 | — | 1.5 | 2 | 1 | 1 | 50.6% Needs Improvement | E4200 | CONNECTIVITY | No resolution. Agent failed to provide correct troubleshooting steps or follow-up path. |
| 462340d0-6c1c-11f1-8c35-42010a623f91INBOUND | 2026-06-19 | — | 1.6 | 1 | 1 | 2 | 53.3% Needs Improvement | WHW01 | GENERAL INQUIRY | Agent will email MX6200 specifications and warranty information. Customer may consider purchasing an upgraded parent node (MX6200). |