Coaching Summary
Needs Improvement — average overall score of 2.17 with recurring accuracy and protocol gaps.
Frequent failures in collecting product details and providing accurate technical guidance, leading to unresolved issues and customer frustration.
Key calls: #LTS00133789, #LTS00133743, #LTS00133681
Risk Flags
Multiple calls featured accuracy scores below 2.5 and protocol scores below 2.0, indicating fundamental gaps in technical knowledge and process adherence.
Correct behavior: Follow standard connectivity troubleshooting: verify modem status, perform WAN diagnostics, and only escalate to ISP after confirming router functionality.
Impact: Customer was left without resolution, forced to manage a potentially router-related issue through ISP, increasing effort and frustration.
Related: #LTS00133789, #LTS00133681, #LTS00133907
Unresolved connectivity issues recurred across multiple calls, often with identical symptom patterns and unresolved status.
Correct behavior: Apply systematic connectivity diagnostics: power cycle, LED verification, WAN check, and confirm resolution before closure.
Impact: Customers experience repeated frustration and extended downtime due to unresolved core issues.
Related: #LTS00133789, #LTS00133907, #LTS00134092
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.21 | 15 |
| Technical Accuracy | 2.2 | 15 |
| Protocol | 1.6 | 15 |
| Communication | 2.0 | 15 |
V2 Rubric (Shadow Grading)
V2 overall: 31.13% across 14 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.48 |
| Technical Accuracy | 2.43 |
| Communication | 2.32 |
| Customer Ownership | 2.61 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.35 |
- Unresolved: 10
- Ownership Gap: 2
- Successful Resolution: 2
Score Diagnostics
Based on 15 calls reviewed this week.
Technical Findings
Call Handling Findings
- Collect Product InformationAlways collect and confirm product model and serial number early in the call, using KB to guide model-specific steps.
- Technical Instruction AccuracyVerify device model before recommending resets; use KB-documented methods (e.g., 10-second reset for Velop, 5-press pairing only where applicable).
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent documented an out-of-warranty refusal but the grader notes only self-help was offered with no confirmation of resolution; the documentation implies a harder stance than delivered.
Grader recorded a simple ISP referral, but documented troubleshooting implies deeper router verification was attempted; documentation omits key context about modem light changes observed.
Suggested Coaching Conversation
No coaching conversation guide available.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133743INBOUND | 2026-06-17 | — | 2.8 | 1 | 1 | 2 | 14.6% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Agent offered to email step-by-step setup instructions and mentioned paid-support option; no confirmed fix. |
| #LTS00133789INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | SPNMX56CF | CONNECTIVITY | Customer to call Community Fibre for modem troubleshooting. |
| #LTS00133793INBOUND | 2026-06-17 | — | 2.8 | 2 | 3 | 2 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Sent email with detailed reset and pairing instructions; customer to try and report back. |
| #GI00133810INBOUND | 2026-06-17 | — | 2.8 | 5 | 2 | 3 | 39.7% Needs Improvement | GENERAL INQUIRY | Complaint acknowledged and noted; no formal case created or follow-up scheduled. | |
| #LTS00133818INBOUND | 2026-06-17 | — | 2.9 | 5 | 2 | 2 | 51.4% Needs Improvement | MR9000 | CONNECTIVITY | Customer to perform 5-press reset and power-cycle; agent will email setup instructions |
| #LTS00133907INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 2 | 61.1% Needs Improvement | MR7350 | CONNECTIVITY | Customer to perform factory reset and reconfigure via web browser using emailed guide. |
| #LTS00133926INBOUND | 2026-06-18 | — | 2.2 | 4 | 2 | 2 | 72.4% Developing | E7350 | ACCESS | No resolution or valid next step provided. Customer left with unresolved issue. |
| #LTS00133953INBOUND | 2026-06-18 | — | 2.8 | 5 | 1 | 2 | 42.5% Needs Improvement | EA7500 | CONFIGURATION | Email with guest network setup instructions to be sent; customer to follow steps and verify internet access. |
| #LTS00133681INBOUND↩ cb | 2026-06-18 | — | 1 | 1 | 1 | 1 | — | EA7300 | ACCESS | None; call ended without guidance. |
| #LTS00133681INBOUND↩ cb | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 28.6% Needs Improvement | EA7300 | ACCESS | Perform a full factory reset of the router, then set a new admin password during the setup wizard. Follow emailed instructions. If login still fails, consider using the five-digit recovery key method (if applicable) or contact Linksys support for further assistance. |
| #LTS00061572INBOUND | 2026-06-19 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | E5400 | NO TROUBLESHOOTING NEEDED | Offered paid Connect Service or email guidelines without troubleshooting. |
| #LTS00134057INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 81.4% Developing | MBE7000 | SETUP | Node shows solid white; customer instructed to relocate and monitor. Call back if issue recurs. |
| #LTS00134085INBOUND | 2026-06-19 | — | 2.3 | 3 | 2 | 2 | 44.1% Needs Improvement | WHW03 | SETUP | Email step-by-step reset and setup instructions; customer may opt for paid support if further help is needed. |
| #LTS00134092INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | MR8300 | SETUP | No resolution achieved; agent falsely declared success without verifying internet connectivity. No follow-up or escalation was scheduled. |
| 0b6c0548-6c13-11f1-a90c-42010a62006fINBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | None – call ended without a solution. |