Coaching Summary
Performance is declining due to technical inaccuracies in device setup and reset procedures.
Frequent provision of incorrect reset durations and insufficient verification before advanced configurations.
Key calls: #LTS00133483, #TE00133677, #LTS00133496
Risk Flags
Critical dimension below threshold
Accuracy score < 2.5 in 15 of 40 calls this week
ExampleInstructed 25-second reset on WHW03 (call #LTS00133483) contradicting KB guidance.
Correct behavior: Follow KB reset durations: 10 seconds for WHW03/MX series.
Impact: Potential unstable configuration and prolonged downtime.
Related: #LTS00133483, #LTS00133515
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.59 | 53 |
| Technical Accuracy | 2.77 | 53 |
| Protocol | 2.04 | 53 |
| Communication | 2.32 | 53 |
V2 Rubric (Shadow Grading)
V2 overall: 44.79% across 50 v2-scored calls this week14 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.26 |
| Technical Accuracy | 2.53 |
| Communication | 2.77 |
| Customer Ownership | 2.88 |
| Escalation Judgment | 3.64 |
| Customer Experience | 2.31 |
- Unresolved: 25
- Successful Resolution: 15
- Partial Resolution: 9
- Appropriate Escalation: 1
Score Diagnostics
Based on 53 calls reviewed this week.
Technical Findings
improvement
Instructed incorrect 25-second reset duration for WHW03 (KB: ~10 seconds) and inconsistent 5-second vs 25-second instructions.
#LTS00133483 · call a980d7b6-68f5-11f1-aca6-42010a623f91
improvement
Failed to verify WAN connectivity before mesh setup, leading to SSL warning confusion and unresolved issues.
#LTS00133483 · call a980d7b6-68f5-11f1-aca6-42010a623f91
improvement
Provided incorrect default admin password 'admin' for MX4000 V2 (KB: uses WiFi password on label).
#LTS00133496 · call 9f51964e-68fb-11f1-bd9c-42010a62006f
Call Handling Findings
- Inaccurate reset guidanceFollow KB guidelines: 10-second reset for WHW03 and MX series devices.
- Insufficient verificationAlways verify internet connectivity via direct modem test before proceeding with advanced configurations.
Calibration Notes
- Auto-zero triggered due to materially incorrect technical guidance (25-second reset on WHW03). Human review needed for severity calibration.
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00133677high
Agent verbally committed to escalation but no HappyFox case was created for the escalation path.
Grader says: Escalated to Level-2 technician; callback scheduled; ticket LCS00133677.
Agent documented: not documented
Suggested Coaching Conversation
1
You did an excellent job collecting customer information and guiding through power cycles in several calls—let's discuss how we can ensure we always follow KB reset durations.
2
Can we review the instances where we provided incorrect reset times? What steps can we take to verify KB guidelines before instructing customers?
3
How can we build a checklist to ensure we verify WAN connectivity before proceeding with mesh setup?
4
Let's role-play a scenario where a customer reports red lights after a move—what would your first three diagnostic steps be?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133483INBOUND↩ cb | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | SETUP | Network restored; nodes paired and Wi-Fi configured. Customer confirmed connectivity. |
| #LTS00133493INBOUND | 2026-06-15 | — | 4.3 | 5 | 4 | 4 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Issue resolved. Advised customer to relocate child node as needed and use proper power cycle procedure in the future. |
| #LTS00133496INBOUND | 2026-06-15 | — | 2.8 | 2 | 3 | 2 | 95.8% Meets / Exceeds | MX4000 | CONNECTIVITY | Mesh network reconfigured; all nodes solid blue; WiFi and internet connectivity restored. |
| #LTS00133515INBOUND | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 41.7% Needs Improvement | EA8300 | CONNECTIVITY | Customer instructed to perform factory reset; email with steps sent. Customer to call back if unresolved. |
| #LTS00133519INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR20MS | CONNECTIVITY | Offered paid Connect service or purchase of a new Wi-Fi 6/6E router; provided incorrect KB links. |
| #LTS00133520INBOUND | 2026-06-15 | — | 2.8 | 4 | 2 | 2 | 10.7% Needs Improvement | EA7200 | CONNECTIVITY | Customer to review relevant articles on support.linksys.com (e.g., Guest Network setup/troubleshooting) or purchase paid support. |
| #GI00133521INBOUND | 2026-06-15 | — | 1.8 | 5 | 1 | 2 | 14.8% Needs Improvement | GENERAL INQUIRY | None – call ended without resolution or guidance. | |
| #LTS00133483INBOUND↩ cb | 2026-06-15 | — | 3.4 | 5 | 3 | 3 | 100.0% Meets / Exceeds | WHW03 | SETUP | Nodes are now solid blue and paired. Customer can relocate nodes and use the network. Internet connectivity should be verified independently. |
| #LTS00133525INBOUND↩ cb | 2026-06-16 | — | 3.1 | 4 | 2 | 2 | 43.1% Needs Improvement | WHW03 | CONNECTIVITY | Sent email with instructional videos and link to support articles for re-configuring the mesh system. |
| #LTS00133494INBOUND | 2026-06-16 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | SETUP | Agent recommended purchasing MX series router and mentioned paid-service fee; no technical troubleshooting or self-help guidance provided. |
| #LTS00133529INBOUND↩ cb | 2026-06-16 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7200 | CONNECTIVITY | Email sent with generic instructions; customer advised to try steps and call back if issue persists. |
| #LTS00133483INBOUND↩ cb | 2026-06-16 | — | 3.2 | 4 | 2 | 2 | 88.3% Meets / Exceeds | WHW03 | SETUP | Customer successfully accessed web UI, restored Wi-Fi settings, and confirmed resolution. |
| #LTS00133525INBOUND↩ cb | 2026-06-16 | — | 1.8 | 5 | 1 | 2 | — | WHW03 | CONNECTIVITY | not_applicable |
| #LTS00133535INBOUND | 2026-06-16 | — | 3 | 2 | 2 | 3 | 83.3% Developing | MR20MS | CONNECTIVITY | Internet connectivity restored; router configured and operational |
| #LTS00132621INBOUND | 2026-06-16 | — | 3.4 | 5 | 3 | 3 | 57.3% Needs Improvement | WHW03 | SETUP | Provided product information on MX6200, MX5300, and MBE7000; directed customer to support website for further details. |
| #LTS00133672INBOUND | 2026-06-16 | — | 2.8 | 4 | 2 | 2 | 39.9% Needs Improvement | EA7450 | CONNECTIVITY | Customer directed to support.linksys.com AI tool for self-help after declining paid support. |
| #LTS00133674INBOUND | 2026-06-16 | — | 2.8 | 3 | 2 | 3 | 24.8% Needs Improvement | MX5500 | SETUP | Customer directed to self-help resources (support.linksys.com, email with video) after declining paid support. |
| #LTS00133676INBOUND | 2026-06-16 | — | 3.2 | 5 | 2 | 2 | 30.6% Needs Improvement | E1200 | CONNECTIVITY | Recommended upgrading to a dual-band router due to hardware incompatibility. |
| #TE00133677INBOUND | 2026-06-16 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | E7350 | CONNECTIVITY | Escalated to Level-2 technician; callback scheduled; ticket LCS00133677. |
| #LTS00133694INBOUND | 2026-06-17 | — | 2.8 | 2 | 3 | 3 | 81.9% Developing | MR9600 | SETUP | Node added to mesh; monitor performance. If issues persist, power-cycle or contact support. |
| #GI00133695INBOUND↩ cb | 2026-06-17 | — | 2.2 | 2 | 3 | 3 | 40.8% Needs Improvement | MBE7000 | CONNECTIVITY | Recommend adding an additional MBE7000 node; customer will call back for further assistance. |
| #LTS00133688INBOUND | 2026-06-17 | — | 1.8 | 3 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONFIGURATION | Callback scheduled with technician Carla; no technical fix provided. |
| #LTS00133697INBOUND | 2026-06-17 | — | 3.6 | 5 | 2 | 3 | 92.7% Meets / Exceeds | WHW03 | CONNECTIVITY | Corrected cable connection; internet restored. |
| #LTS00133704INBOUND↩ cb | 2026-06-17 | — | 1 | 1 | 1 | 1 | — | WHW03 | CONNECTIVITY | None – call ended without any agent interaction, troubleshooting, or valid support path. |
| #GI00133695INBOUND↩ cb | 2026-06-17 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MBE7000 | GENERAL INQUIRY | No actionable next steps or ordering path provided. |
| #LTS00133704INBOUND↩ cb | 2026-06-17 | — | 3.1 | 3 | 3 | 3 | 94.8% Meets / Exceeds | WHW03 | CONNECTIVITY | Internet restored, all nodes solid blue, Wi-Fi configured; no further action needed. |
| #GI00133839INBOUND | 2026-06-17 | — | 3.4 | 2 | 3 | 3 | — | GENERAL INQUIRY | Customer to manage router locally via web browser using router admin password. | |
| #LTS00106044INBOUND | 2026-06-17 | — | 3.7 | 4 | 3 | 4 | 100.0% Meets / Exceeds | MX6200 | CONNECTIVITY | Bridge mode enabled; Linksys now functions as an access point behind the Brightspeed router |
| #LTS00133811OUTBOUND↩ cb | 2026-06-17 | — | 1.4 | 2 | 1 | 2 | 38.4% Needs Improvement | MX5500 | CONNECTIVITY | None established. Agent offered no concrete next step beyond a vague follow-up. |
| #LTS00133851INBOUND | 2026-06-18 | — | 2.8 | 2 | 1 | 2 | 73.4% Developing | MR8300 | ACCESS | Customer successfully reset router admin password using recovery key from device label via Linksys app and regained access. |
| #LTS00133529INBOUND↩ cb | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 51.1% Needs Improvement | EA7200 | CONNECTIVITY | Customer agreed to purchase new AX200 router and callback for setup after delivery. |
| #LTS00133973INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MR5500 | CONNECTIVITY | Directed customer to support.linksys.com and offered paid Connect service; no functional fix or valid next step provided. |
| b60f3dd2-6b58-11f1-b156-42010a623f91INBOUND | 2026-06-18 | — | 3.5 | 3 | 3 | 3 | 100.0% Meets / Exceeds | LN1100 | CONNECTIVITY | 2.4 GHz SSID renamed; customer can now attempt to connect the generator. No further steps required. |
| eefab8b4-6b59-11f1-bf2d-42010a623f91INBOUND | 2026-06-18 | — | 1.4 | 1 | 1 | 2 | 69.3% Needs Improvement | MX2000 | CONNECTIVITY | Speed improved to ~740 Mbps after reboot but solid red LEDs remain unresolved. Customer advised to monitor performance and call back if issues persist. |
| #LTS00133811INBOUND↩ cb | 2026-06-18 | — | 1.5 | 2 | 1 | 1 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Incorrectly advised customer to contact television manufacturer without validating Linksys router configuration. |
| #LTS00133987INBOUND | 2026-06-18 | — | 3 | 3 | 3 | 2 | 86.1% Meets / Exceeds | MX6200 | CONNECTIVITY | Node paired successfully; issue resolved. |
| #LTS00133995INBOUND | 2026-06-18 | — | 2.7 | 3 | 3 | 2 | 71.9% Developing | MX6200 | CONNECTIVITY | Advised customer to monitor connection and call back if speed issues persist. |
| #LTS00133997INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 2 | 20.5% Needs Improvement | RE4100W | SETUP | Directed customer to support.linksys.com and suggested using the AI chat tool for setup instructions. |
| #LTS00133999INBOUND | 2026-06-19 | — | 2.9 | 4 | 2 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | Sent email with setup instructions and directed customer to support.linksys.com for self-help. |
| #LTS00134004INBOUND | 2026-06-19 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | E8450 | CONNECTIVITY | Offered paid support ($15 for 60 min) or self-service via support website; customer declined paid help. |
| #LTS00134006INBOUND↩ cb | 2026-06-19 | — | 4.7 | 5 | 5 | 4 | 91.7% Meets / Exceeds | MR7350 | CONNECTIVITY | Customer logged in successfully and changed SSID and Wi-Fi password for both bands; issue resolved. |
| 5b711528-6b7e-11f1-96a2-42010a623f91INBOUND | 2026-06-19 | — | 3.4 | 3 | 3 | 3 | 100.0% Meets / Exceeds | WHW03 | CONNECTIVITY | All nodes are now solid blue and Wi-Fi is functioning with acceptable speed; customer can relocate nodes as desired. |
| #LTS00134006INBOUND↩ cb | 2026-06-19 | — | 1 | 1 | 1 | 1 | 84.3% Developing | MR7350 | CONNECTIVITY | not_fixed |
| #LTS00122273INBOUND | 2026-06-19 | — | 2 | 2 | 2 | 2 | 93.8% Meets / Exceeds | MR20EC | CONFIGURATION | Customer must wait 24 hours for the lock to clear, then retry the web UI login. Agent provided ticket number for follow‑up. |
| 2ae7265a-6c13-11f1-98aa-42010a62006fINBOUND | 2026-06-19 | — | 2.8 | 2 | 2 | 2 | 42.8% Needs Improvement | MR7350 | SETUP | Customer instructed to try other ports and a different cable; no confirmation of fix was obtained. |
| #LTS00134116INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 20.5% Needs Improvement | E2500 | CONNECTIVITY | Advised to consult the Linksys support website for a reset guide or purchase a new router. |
| #LTS00134137INBOUND | 2026-06-19 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MR7500 | SETUP | Router configured and internet working; no further action required. |
| #LTS00134140INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | EA8100 | CONNECTIVITY | Directed customer to support.linksys.com for self‑service articles; offered paid support; ticket created. |
| #LTS00134142INBOUND | 2026-06-19 | — | 2.9 | 5 | 2 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Directed customer to support.linksys.com for articles; offered paid Connect service. Customer declined and ended call. |
| #LTS00134146INBOUND | 2026-06-19 | — | 4.2 | 5 | 4 | 3 | 48.6% Needs Improvement | WHW03 | CONNECTIVITY | Provided warranty status (out of warranty) and offered self‑service articles or paid PeekConnect service; customer accepted paid support. |
| #LTS00134153INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | Customer chose to purchase a new router; no further technical action taken. |
| #GI00134155INBOUND | 2026-06-19 | — | 3.9 | 5 | 3 | 3 | 73.2% Developing | MR20MS | CONFIGURATION | Bridge Mode operates with dynamic IP only. Static IP must be managed on the upstream device. Customer can proceed with this configuration. Consider upgrading to MX or MBE series for future needs. |
| b1a9308c-6c3d-11f1-ad95-42010a623f91INBOUND | 2026-06-20 | — | 1.1 | 1 | 1 | 2 | 33.2% Needs Improvement | MX2000 | CONNECTIVITY | No fix achieved; advised to observe performance and call back if problem persists. |