Coaching Summary
Performance needs improvement due to inconsistent technical accuracy and diagnostic omissions.
Frequent skips in modem/WAN diagnostics and incorrect product support statements.
Key calls: #LTS00133403, #LTS00133506
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 8 of 20 calls this week, indicating frequent technical inaccuracies.
ExampleIn call #LTS00133403, the agent provided incorrect technical advice about modem connectivity and reset procedures.
Correct behavior: Follow KB-mandated diagnostics (universal_isp_modem_diagnostics.md) and avoid speculative guidance without verification.
Impact: Misdiagnosis leads to unresolved issues, repeat calls, and potential escalations.
Related: #LTS00133403, #LTS00133506
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.48 | 26 |
| Technical Accuracy | 2.92 | 26 |
| Protocol | 1.88 | 26 |
| Communication | 2.31 | 26 |
V2 Rubric (Shadow Grading)
V2 overall: 37.09% across 24 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.4 |
| Technical Accuracy | 1.97 |
| Communication | 2.76 |
| Customer Ownership | 2.49 |
| Escalation Judgment | 3.58 |
| Customer Experience | 1.96 |
- Unresolved: 14
- Partial Resolution: 5
- Successful Resolution: 3
- Ownership Gap: 2
Score Diagnostics
Based on 26 calls reviewed this week.
Technical Findings
improvement
Did not verify modem connectivity or WAN status before suggesting a reset, contradicting universal_isp_modem_diagnostics.md.
#LTS00133403 · call d5569762-6900-11f1-810c-42010a623f91
improvement
Incorrectly claimed EA6350 is end-of-support; KB confirms EA Series routers are supported (universal_firmware_update.md).
#LTS00133506 · call def48c06-6906-11f1-b1c8-42010a62006f
Call Handling Findings
- Modem Connectivity VerificationAlways perform Step 1 from universal_isp_modem_diagnostics.md: test connection directly at the modem before suggesting resets or paid support.
Calibration Notes
- High auto-zero risk: agent provided materially incorrect technical information (wrong IP address) and avoided basic diagnostics, triggering T3 Not Met.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you collected comprehensive customer information in several calls—this consistency ensures accurate case logging. Let’s discuss how we can apply this thoroughness to technical diagnostics as well.
2
In a few calls, we skipped verifying modem connectivity before suggesting resets. Can we walk through the universal_isp_modem_diagnostics.md flow together to ensure we cover this critical step?
3
You correctly identified EA Series support boundaries in some cases, but there were instances where this was misstated. How can we double-check KB guidance before declaring a device unsupported?
4
Let’s review the calls where accuracy scores were low. What support tools or KB articles can we use to improve technical precision and reduce repeat contacts?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133498INBOUND | 2026-06-15 | — | 2.8 | 4 | 2 | 3 | 64.4% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email a step-by-step guide with video tutorial. Customer may request paid support if the guide does not resolve the issue. |
| #LTS00133403INBOUND | 2026-06-15 | — | 2.8 | 2 | 1 | 1 | 19.1% Needs Improvement | E7350 | CONNECTIVITY | No resolution. Customer declined paid support and ended call. |
| ec5de5b2-6902-11f1-b913-42010a623f91INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | 350 | CONNECTIVITY | Agent promised to resend factory-reset email; no outcome verified. |
| b5fb0fe6-6906-11f1-b556-42010a62006fINBOUND | 2026-06-15 | — | 1.8 | 1 | 2 | 2 | 24.9% Needs Improvement | E5350 | SETUP | Paid support session completed; internet connectivity not confirmed. Customer advised to reconnect car wash device and call back if needed. |
| #LTS00133506INBOUND | 2026-06-15 | — | 1.3 | 1 | 1 | 2 | — | EA6350 | CONNECTIVITY | Agent recommended buying a new router; no troubleshooting or valid support path provided. |
| #LTS00133513INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 3 | 15.1% Needs Improvement | WRT32X | CONNECTIVITY | Agent will email generic setup instructions for the router. |
| #LTS00133522INBOUND | 2026-06-15 | — | 2.9 | 4 | 2 | 2 | 72.3% Developing | EA7300 | NO TROUBLESHOOTING NEEDED | Informed warranty expired; advised customer to purchase a new router. |
| fc62c30a-6912-11f1-98ec-42010a623f91INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | SPNM60 | SETUP | Issue resolved after power-cycle; Wi-Fi restored. |
| #LTS00133673INBOUND | 2026-06-16 | — | 1.8 | 2 | 1 | 2 | 56.2% Needs Improvement | MX4000 | CONNECTIVITY | No resolution achieved. Customer to monitor node after relocation, but no formal next steps established. |
| #LTS00133675INBOUND | 2026-06-16 | — | 3.1 | 2 | 4 | 4 | 91.9% Meets / Exceeds | LN1600 | ACCESS | Customer reattempted and confirmed the SSID change was successful |
| #LTS00133687INBOUND | 2026-06-16 | — | 2.4 | 4 | 2 | 2 | 15.8% Needs Improvement | MR2000 | CONNECTIVITY | Customer to email photo of Walmart receipt; support will validate extended warranty and contact customer with next steps. |
| #LTS00133690INBOUND↩ cb | 2026-06-16 | — | 1.8 | 5 | 1 | 1 | 50.0% Needs Improvement | LN1600 | NO TROUBLESHOOTING NEEDED | No resolution or next step provided. |
| #LTS00133689INBOUND | 2026-06-16 | — | 2.8 | 4 | 2 | 2 | 31.2% Needs Improvement | EA7450 | CONNECTIVITY | Customer should test the modem directly to confirm internet service, and consider purchasing a newer router or using paid support for further assistance. |
| #LTS00133690INBOUND↩ cb | 2026-06-16 | — | 2.8 | 4 | 2 | 3 | 24.8% Needs Improvement | LN1600 | NO TROUBLESHOOTING NEEDED | Advised that systems cannot be merged; suggested using Linksys mesh alone but gave no configuration steps. |
| #LTS00133832INBOUND | 2026-06-17 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Agent will email step-by-step instructions and a video tutorial; offered paid support if needed |
| ecedf9c4-6aa4-11f1-8078-42010a62006fINBOUND | 2026-06-17 | — | 4.5 | 5 | 3 | 4 | 81.2% Developing | MX6200 | CONFIGURATION | Firmware updated on all nodes; SIP ALG confirmed disabled. Issue resolved. |
| #LTS00133991INBOUND | 2026-06-18 | — | 2.9 | 4 | 2 | 3 | 31.4% Needs Improvement | EA7500 | CONNECTIVITY | Recommend upgrading to a newer, supported Linksys router. |
| #TE00134119OUTBOUND | 2026-06-20 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | RE6400 | SETUP | Agent will consult internal team and email customer on Monday regarding pro-rated refund and return instructions. |
| #LTS00134158INBOUND | 2026-06-20 | — | 2.2 | 3 | 2 | 2 | 50.3% Needs Improvement | VLP01 | SETUP | Advised customer to consider purchasing a new Linksys system; offered paid support or setup instructions (not provided). |
| #LTS00134162INBOUND↩ cb | 2026-06-20 | — | 3.8 | 5 | 3 | 3 | 66.7% Needs Improvement | EA7500 | ACCESS | Email with factory-reset guide sent; customer to follow instructions and retry router restart. |
| #LTS00134163INBOUND↩ cb | 2026-06-20 | — | 2.8 | 1 | 2 | 2 | 57.1% Needs Improvement | MX5300 | SETUP | Email with setup instructions sent; customer to attempt setup and call back if unsuccessful. |
| #LTS00134162INBOUND↩ cb | 2026-06-20 | — | 3.1 | 5 | 2 | 2 | 53.6% Needs Improvement | EA7500 | ACCESS | Customer instructed to test the modem and reboot it; no confirmation of fix was obtained. |
| #LTS00134163INBOUND↩ cb | 2026-06-20 | — | 2.9 | 5 | 2 | 2 | 38.5% Needs Improvement | MX5300 | SETUP | Check email inbox for the previously sent instructions and video tutorial; call back if the email is not found or further help is needed. |
| #LTS00134167INBOUND | 2026-06-20 | — | 1 | 1 | 1 | 1 | 45.8% Needs Improvement | VLP01 | SETUP | not_fixed |
| #LTS00134169INBOUND | 2026-06-20 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA2700 | CONNECTIVITY | Advise customer to contact Spectrum for a new router. |
| #LTS00134172 | 2026-06-20 | — | 3 | 4 | 3 | 3 | — | LN11011202 | CONNECTIVITY | Factory reset the Samsung TV and contact Samsung support for firmware or compatibility assistance. |