Coaching Summary
Needs Improvement - Overall scores and resolution rates are below target due to diagnostic gaps and technical inaccuracies.
Inconsistent troubleshooting execution and frequent provision of incorrect model-specific guidance, leading to unresolved issues and customer frustration.
Key calls: #LTS00133434, #LTS00133460, #LTS00133587
Risk Flags
Avoidance/Evasion
Failed to perform basic diagnostics before escalating or closing 19 calls this week, directing customers to paid support or L2 without justification.
ExampleIn #LTS00133434, agent escalated without power cycling or LED checks despite clear connectivity symptoms.
Correct behavior: Perform power cycle, LED check, and firmware verification for all connectivity issues before escalation.
Impact: Increased customer effort, potential misdiagnosis, and unnecessary escalation costs.
Related: #LTS00133434, #LTS00133587, #LTS00133612
Incorrect Guidance
Provided model-specific inaccuracies (wrong URLs, unsupported features) in 14 calls, leading to access failures and misconfigurations.
ExampleAdvised 'myrouter.info' for EA6350 in #LTS00133460, contradicting KB which specifies 'myrouter.local'.
Correct behavior: Reference KB for model-specific URLs, features, and procedures before providing guidance.
Impact: Failed self-help attempts, increased support volume, and potential security risks.
Related: #LTS00133460, #LTS00133778, #LTS00133970
Protocol Violation
Skipped serial number collection and model verification in 8 calls, violating case management and warranty verification protocols.
ExampleIn #LTS00133587, agent did not collect serial number despite OOW declaration and paid support offer.
Correct behavior: Always collect model, serial number, and contact details for all calls to enable accurate case tracking and warranty checks.
Impact: Inconsistent case tracking, potential warranty misapplication, and reduced support efficiency.
Related: #LTS00133587, #LTS00133612, #LTS00133970
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.28 | 32 |
| Technical Accuracy | 2.09 | 32 |
| Protocol | 1.81 | 32 |
| Communication | 2.25 | 32 |
V2 Rubric (Shadow Grading)
V2 overall: 22.11% across 29 v2-scored calls this week15 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.21 |
| Technical Accuracy | 1.6 |
| Communication | 1.9 |
| Customer Ownership | 2.2 |
| Escalation Judgment | 2.0 |
| Customer Experience | 1.38 |
- Unresolved: 21
- Partial Resolution: 3
- Successful Resolution: 3
- Appropriate Escalation: 1
- Ownership Gap: 1
Score Diagnostics
Based on 32 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated EA6350 supports 'myrouter.info' instead of 'myrouter.local' (KB: LN1100/SPNM60 use .local, SPNM6x use .info). Caused access failure in #LTS00133460.
#LTS00133460 · call e4f65d82-68e8-11f1-8d1b-42010a62006f
improvement
Skipped LED status check and firmware verification before declaring WHW03 unsupported, violating isolation protocol. Issue remained unresolved in #LTS00133587.
#LTS00133587 · call c0ce01f6-698a-11f1-b24c-42010a62006f
improvement
Provided unsupported '5-press pairing' guidance for WHW01 parent node instead of Pair Button method per KB. Caused failed mesh setup in #LTS00133494.
#LTS00133494 · call bb218b6e-68fa-11f1-804e-42010a62006f
improvement
Failed to verify parent node status before troubleshooting child node MX4200 dropout, violating mesh isolation guidelines. Issue persisted in #LTS00133785.
#LTS00133785 · call be5089c0-6a71-11f1-adf3-42010a62006f
strength
Accurately guided MR9600 factory reset and safe HTTPS warning bypass, resolving setup issue in #LTS00133811 despite OOW status.
#LTS00133811 · call 94d66bc6-6a8c-11f1-a680-42010a62006f
Call Handling Findings
- Troubleshooting CompletenessAlways perform power cycle, check LED status, and verify firmware updates before escalating or closing unresolved cases.
- Technical Accuracy & GuidanceConsult KB articles for model-specific URLs, features, and warranty terms before providing guidance.
Calibration Notes
- Overall 1.8 with accuracy 1.0 but resolved via escalation. High ownership score (3.21) may mask avoidance of basic diagnostics.
- Auto-zero triggered for avoidance despite ownership 5.0. Technical accuracy 0.94 and communication 1.25 indicate critical failures.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133434high
Agent documented no troubleshooting but grader notes unresolved issue requiring L2 diagnostics. High severity due to escalation without resolution.
Grader says: Unresolved
Agent documented: not documented
#LTS00133587high
Agent documented OOW/EOL and offered paid support, but grader notes unresolved configuration issue. Notes omit verification steps and resolution path.
Grader says: Unresolved
Agent documented: **Issue Description: ** Reconfiguration_WHW03 **Model Number**: WHW03 **Serial Number:** 20J20M3CA27279 **Warranty Start Date: ** Jun 19, 2021 **Notes:** Customer wanted to replace his current system with his Linskys router Unable to configure Proceed with the verification Found out the device is OOW and EOL Advised the customer that the warranty of her product already expired Offer ongoing support through our paid Connect service for a one-time fee of $15.00; DECLINED Offered send...
Suggested Coaching Conversation
1
I noticed you collected comprehensive customer information in most calls—that's excellent groundwork. How do you ensure this context informs your troubleshooting steps?
2
You've encountered several connectivity issues this week. Let's review the diagnostic sequence you used in #LTS00133434—what steps did you prioritize before deciding to escalate?
3
Some customers were confused by model-specific guidance. How can we verify KB accuracy before sharing URLs or feature availability, especially for less common models?
4
Your communication remained professional even in challenging cases. How do you balance empathy with efficiency when customers express frustration about unresolved issues?
5
Let's discuss the escalation process in #LTS00133587. What criteria do you use to determine when to hand off to L2 versus guiding the customer through self-help?
6
You've shown strength in documentation. How can we ensure notes consistently capture unresolved issues and next steps to support continuity of care?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| cd40f612-68ce-11f1-bc42-42010a62006fINBOUND | 2026-06-15 | — | 1.8 | 1 | 2 | 2 | 49.5% Needs Improvement | LN1100 | SETUP | Escalated to Level 2 technical support; customer advised to await callback |
| #LTS00133434INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WRT3200ACM | CONNECTIVITY | Advised to purchase a new router because the current model is end-of-life and no longer supported. |
| #LTS00133448INBOUND | 2026-06-15 | — | 2 | 2 | 2 | 2 | 42.0% Needs Improvement | SPNM60CF | CONNECTIVITY | No fix confirmed; case opened (LTS0013344999) and callback scheduled for further investigation. |
| #LTS00133460INBOUND | 2026-06-15 | — | 2.2 | 4 | 2 | 2 | 28.0% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to replace the legacy EA6350 with a newer Linksys router. |
| #LTS00133464INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 3 | 100.0% Meets / Exceeds | EA6100 | ACCESS | Customer given self-help steps; no confirmation of fix. Advise to verify SSID after power cycle; if unresolved, consider replacement due to end-of-support status. |
| #LTS00133473INBOUND | 2026-06-15 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | E7350 | ACCESS | Advised that auto-updates are already enabled, explained warranty status, and suggested purchasing a newer mesh router without specific guidance. No actionable steps provided for password recovery or firmware verification. |
| #LTS00133494INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | VLP01 | SETUP | Customer resolved issue by connecting VLP01 directly to modem and re-running setup. No further agent-guided troubleshooting or verification performed. |
| #LTS00133587INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 29.7% Needs Improvement | WHW03 | SETUP | Agent will send an email with generic setup instructions (includes incorrect 5-press method); no immediate fix was applied. |
| #LTS00133612INBOUND | 2026-06-16 | — | 1.8 | 1 | 2 | 2 | 23.7% Needs Improvement | SPNM60CF | ACCESS | No resolution. Next step: retry http://myrouter.info in incognito mode or using a wired connection, or contact support for further troubleshooting. |
| 911fa192-69a5-11f1-b2c3-42010a62006fINBOUND | 2026-06-16 | — | 1.8 | 4 | 1 | 1 | — | ACCESS | No resolution or next step provided. Customer left without actionable guidance. | |
| #LTS00133640INBOUND | 2026-06-16 | — | 2 | 2 | 2 | 2 | 40.2% Needs Improvement | MX5300 | CONNECTIVITY | Customer instructed to change Linksys from Bridge Mode to DHCP mode and contact Vodafone for modem-only setup; no verification performed. |
| #LTS00119600INBOUND | 2026-06-16 | — | 1.6 | 3 | 1 | 1 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | not_fixed |
| #LTS00133158INBOUND | 2026-06-16 | — | 2.7 | 4 | 2 | 3 | 45.3% Needs Improvement | MX6200 | CONNECTIVITY | Node connectivity temporarily restored; customer advised to monitor and call back if the issue recurs. No root cause identified or escalation offered. |
| #LTS00133656INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Customer will attempt to add the WHW01 node using the 5-press method; agent offered paid support if further assistance is needed. |
| #LTS00133665INBOUND | 2026-06-16 | — | 3.2 | 3 | 2 | 4 | 0.0% Needs Improvement | MR7500 | SETUP | Customer will perform a factory reset and follow the emailed setup guide to re-configure Wi-Fi. |
| #LTS00098301INBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA9300 | ACCESS | Offered to email a video guide; no technical fix performed. |
| #LTS00133778INBOUND | 2026-06-17 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MR9600 | SETUP | Advised customer to return unit to point of purchase for replacement/refund without providing return process details or escalation |
| #LTS00133785INBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 3 | 41.6% Needs Improvement | SPNMX55GC | CONNECTIVITY | Advised customer to monitor node and call back if issues persist; no definitive fix provided. |
| #LTS00133791INBOUND | 2026-06-17 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MX8500 | CONNECTIVITY | No resolution. Agent pushed paid support and suggested hardware upgrade. No self-help resources, KB links, or escalation path provided. |
| #GI00133810INBOUND | 2026-06-17 | — | 1.7 | 3 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | No technical resolution. Agent offered paid support and sales information only. Call ended without a clear next step. | |
| #LTS00133811INBOUND | 2026-06-17 | — | 3.8 | 5 | 3 | 3 | — | MX5500 | CONNECTIVITY | Perform 5-press reset, wait for solid blue LED, then complete setup using Linksys app or local web interface. Call back if issue persists. |
| 7d7130e4-6b2f-11f1-bba0-42010a623f91INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | None provided. Customer indicated intention to call back later with no confirmed next steps or self-help path. |
| #GI00130245INBOUND | 2026-06-18 | — | 4.7 | 5 | 4 | 3 | — | GENERAL INQUIRY | Informed customer that no extra subscription is required; call concluded. | |
| #LTS00133970INBOUND | 2026-06-18 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | LN3111 | CONFIGURATION | No resolution confirmed; customer left with incorrect instructions and unresolved issue. No follow-up set. |
| #LTS00134074INBOUND | 2026-06-19 | — | 4 | 4 | 2 | 4 | 100.0% Meets / Exceeds | E8450 | SETUP | Router successfully set up; Wi-Fi network operational and confirmed by customer. |
| #LTS00134086INBOUND | 2026-06-19 | — | 1.5 | 1 | 2 | 2 | 11.7% Needs Improvement | E5400 | CONNECTIVITY | Customer advised to perform factory reset; KB articles promised via email. |
| #LTS00134090INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7430 | CONNECTIVITY | Incorrectly advised customer to purchase a new router without performing any troubleshooting or offering KB-mandated self-help steps. |
| #LTS00134098INBOUND | 2026-06-19 | — | 3.5 | 4 | 3 | 3 | 74.7% Developing | MR20EC | CONNECTIVITY | Agent will send an email with reset and re-configuration instructions; customer may purchase paid Connect support if needed. |
| #LTS00134105INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 2 | 30.8% Needs Improvement | RE6500 | SETUP | Agent will email the user guide and step-by-step instructions for resetting and configuring the extender. |
| #LTS00134110INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | WHW01 | SETUP | Offered paid Connect service or email with detailed self-help steps; customer declined. |
| #LTS00134127INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8300 | CONFIGURATION | Agent said they would email step‑by‑step instructions; no further action taken on the call. |
| #LTS00134132INBOUND | 2026-06-19 | — | 1.8 | 1 | 2 | 2 | 24.2% Needs Improvement | MR8300 | CONFIGURATION | Agent will email the customer with instructions on how to access the web UI and configure separate 2.4 GHz/5 GHz networks. |