Coaching Summary
Performance declining this week with increased technical inaccuracies and avoidance patterns
Tends to skip KB-mandated diagnostics and prematurely escalate or offer paid support
Key calls: #TE00133962, #LTS00133446, #LTS00133414
Risk Flags
Escalated but unresolved
Escalated WHW03 case #TE00133962 with no L1 resolution steps documented
ExampleCall ended with 'No technical fix provided; offered paid support which the customer declined'
Correct behavior: Perform at least one verification step (e.g., WAN check, LED validation) before escalation
Impact: Customer left without resolution path, likely to return call
Related: #TE00133962
Critical dimension below threshold
3 calls this week with accuracy <2.5 (calls #133414, #133441, #133446)
ExampleIn #LTS00133446: 'Provided factually incorrect information about EA6350 firmware capabilities'
Correct behavior: Follow KB troubleshooting flow for connectivity issues before deferring to L2
Impact: Misdiagnosis leads to incorrect solutions and repeat calls
Related: #LTS00133414, #LTS00133441, #LTS00133446
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.03 | 30 |
| Technical Accuracy | 2.07 | 30 |
| Protocol | 1.53 | 30 |
| Communication | 2.0 | 30 |
V2 Rubric (Shadow Grading)
V2 overall: 31.88% across 28 v2-scored calls this week7 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.25 |
| Technical Accuracy | 1.89 |
| Communication | 1.88 |
| Customer Ownership | 2.54 |
| Escalation Judgment | 1.67 |
| Customer Experience | 1.26 |
- Unresolved: 18
- Partial Resolution: 7
- Successful Resolution: 3
Score Diagnostics
Based on 30 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed EA6350 lacks firmware updates and Wi-Fi 6 support (contradicts KB article universal_eol_firmware.md)
#LTS00133446 · call 1e974a16-68e3-11f1-b015-42010a62006f
improvement
Provided invalid 5-press reset procedure for SPNM/LinksysNOW devices (KB requires recovery key, not 15-second hold)
#LTS00133467 · call 02078ebc-68eb-11f1-95f6-42010a623f91
improvement
Failed to verify WAN connectivity before recommending modem replacement in #LTS00133441
#LTS00133441 · call d4d204b0-68de-11f1-b241-42010a62006f
Call Handling Findings
- Incomplete troubleshootingBefore recommending replacement, always verify WAN connectivity via router UI and check firmware update status per KB.
- Inconsistent warranty handlingConsistently reference KB articles (e.g., universal_eol_firmware.md) for EOL device guidance and avoid absolute date claims.
Calibration Notes
- Auto-zero applied for avoidance of L1 responsibility despite in-warranty device - needs human review of escalation justification
- Short call (12min) with low resolution score but high protocol - potential grading inconsistency
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00133962high
Agent documented no troubleshooting while grader notes paid support offer - represents Condition B escalation promise with no HappyFox trail
Grader says: No technical fix provided; offered paid support which the customer declined
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you correctly identified several router models this week - that attention to detail is crucial for accurate support. How do you feel about balancing device identification with thorough troubleshooting?
2
In #LTS00133446, you recommended replacing the EA6350 without checking basic connectivity. What steps could you take next time to verify the issue before suggesting hardware replacement?
3
You've had three calls this week where accuracy scores were below 2.5. Let's review the KB flow for connectivity issues to ensure we're following the same diagnostic path.
4
The escalation in #TE00133962 happened before any L1 verification. How can we ensure we exhaust free troubleshooting options before escalating, especially for in-warranty devices?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133414INBOUND | 2026-06-15 | — | 2 | 2 | 2 | 2 | 28.1% Needs Improvement | E5400 | CONNECTIVITY | Customer advised to contact Roku support for device-specific assistance. |
| #LTS00133441INBOUND | 2026-06-15 | — | 1.2 | 1 | 2 | 2 | 16.7% Needs Improvement | EA7500 | CONNECTIVITY | Agent suggested replacing the router with a newer model; no concrete fix or diagnostic steps applied. |
| #LTS00133446INBOUND | 2026-06-15 | — | 1.3 | 1 | 1 | 2 | 12.5% Needs Improvement | EA6350 | CONNECTIVITY | Incorrectly advised customer to purchase new router without troubleshooting |
| #LTS00133467INBOUND | 2026-06-15 | — | 1.3 | 1 | 1 | 2 | 61.2% Needs Improvement | MR9000 | ACCESS | No valid resolution provided. Customer remains unable to log in or confirm internet connectivity. |
| #LTS00133565INBOUND | 2026-06-16 | — | 2.3 | 3 | 2 | 2 | 30.4% Needs Improvement | SPNMX55GC | CONNECTIVITY | Agent will send ticket details; customer to attempt node addition via web interface later. |
| #LTS00133578INBOUND | 2026-06-16 | — | 1.5 | 1 | 2 | 3 | 9.2% Needs Improvement | EA8300 | ACCESS | Agent advised performing a factory reset to regain access, which is not the correct or only method. |
| #LTS00133625INBOUND | 2026-06-16 | — | 1.4 | 1 | 2 | 2 | 53.4% Needs Improvement | WRT3200ACM | CONFIGURATION | Agent stated no fix available due to EOL status; suggested upgrading to Wi-Fi 6/7 router |
| #LTS00133628INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 2 | 41.0% Needs Improvement | SPNMX55GC | CONNECTIVITY | Monitor network for 24 hours; if issues persist, call back for further troubleshooting. |
| c4b89758-69ae-11f1-86cf-42010a660053OUTBOUND | 2026-06-16 | — | 2.8 | 5 | 2 | 3 | 67.8% Needs Improvement | CONNECTIVITY | Callback scheduled for after 4 PM to disable Node Steering and verify node stability | |
| #LTS00133643INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MX4200 | NO TROUBLESHOOTING NEEDED | No resolution; call ended without a solution or valid next step. |
| #LTS00133654INBOUND | 2026-06-16 | — | 2.8 | 2 | 1 | 2 | 64.6% Needs Improvement | MR9000 | NO TROUBLESHOOTING NEEDED | Customer to locate the five-digit recovery key on the router label and use the 'Forgot password' function to set a new admin password. No confirmation of success obtained. |
| #LTS00133595INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 48.2% Needs Improvement | MX6200 | ACCESS | None. Customer was misinformed about feature availability. Remote access is still available via https://linksyssmartwifi.com. |
| #LTS00133767INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 90.1% Meets / Exceeds | MX6200 | SETUP | All four nodes appeared online in app and web UI; issue considered resolved but not confirmed. |
| #LTS00133784INBOUND | 2026-06-17 | — | 2.8 | 4 | 1 | 2 | 0.0% Needs Improvement | E2500 | CONNECTIVITY | Email with configuration guide sent to customer. |
| #LTS00133790INBOUND | 2026-06-17 | — | 2.8 | 1 | 2 | 2 | 11.7% Needs Improvement | SPNMX55CF | CONFIGURATION | Customer instructed to contact ISP to request a public IP address or enable bridge mode. |
| #LTS00133794INBOUND | 2026-06-17 | — | 1.5 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | CONNECTIVITY | Offered paid support ($15) without troubleshooting; promised to email a generic troubleshooting guide; no technical fix applied. |
| #LTS00133804INBOUND | 2026-06-17 | — | 2.3 | 3 | 2 | 2 | 34.2% Needs Improvement | MX2000 | CONNECTIVITY | Agent offered to email a step-by-step guide and YouTube video for completing setup. |
| 330c6d10-6a90-11f1-9b7f-42010a660053OUTBOUND | 2026-06-17 | — | 1.6 | 1 | 1 | 2 | 41.0% Needs Improvement | CONNECTIVITY | Await network logs for root-cause analysis; agent will review and follow up via email | |
| #LTS00128482INBOUND | 2026-06-18 | — | 3.5 | 4 | 2 | 4 | — | EA7500 | ACCESS | Purchase a new MX6200 (or any MX series) and contact support for setup assistance. |
| #LTS00133946INBOUND | 2026-06-18 | — | 2.8 | 2 | 1 | 2 | 9.2% Needs Improvement | WHW03 | CONNECTIVITY | Email sent with guide/video; advised customer to call back for paid support if steps fail. |
| #LTS00133955INBOUND | 2026-06-18 | — | 2.8 | 3 | 2 | 2 | 41.5% Needs Improvement | MR8300 | SETUP | Customer to perform factory reset and configure a new admin password using the guide sent to his email. |
| #TE00133962INBOUND↩ cb | 2026-06-18 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | No technical fix provided; offered paid support which the customer declined. No self-help steps were given. |
| #TE00133962OUTBOUND↩ cb | 2026-06-18 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Customer to follow emailed setup guide; no further support provided. |
| #LTS00134040INBOUND | 2026-06-19 | — | 1.8 | 1 | 1 | 3 | 58.5% Needs Improvement | SPNMX57CF | CONNECTIVITY | Customer advised to contact Community Fiber (0800 082 0770) for replacement. |
| #LTS00134056INBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | E1000 | CONNECTIVITY | Agent suggested buying a new router; no technical fix was applied. |
| #LTS00134075INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E2500 | NO TROUBLESHOOTING NEEDED | No resolution. Agent claimed no online setup option exists and offered no alternative path. Call ended without follow-up. |
| #GI00134089INBOUND | 2026-06-19 | — | 3.3 | 5 | 3 | 2 | 45.8% Needs Improvement | CISCO2560E | GENERAL INQUIRY | Customer advised to contact Cisco support at 1‑800‑553‑2447. |
| #LTS00134079INBOUND | 2026-06-19 | — | 3.2 | 4 | 2 | 2 | 94.2% Meets / Exceeds | MX2000 | CONNECTIVITY | All nodes are now solid blue and online. Advise to reposition nodes if needed and to power cycle modem/router (modem first) if the issue reoccurs. |
| #LTS00134101INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 2 | 33.3% Needs Improvement | WHW03 | SETUP | Offered paid-support service ($15/hr) and promised to email a configuration article. |
| #LTS00056271 | 2026-06-20 | — | 2.8 | 4 | 2 | 2 | — | WHW01 | CONNECTIVITY | Agent will email the KB article for adding a child node; no further troubleshooting performed. |