Coaching Summary
Improving technical accuracy but protocol adherence remains inconsistent, with frequent skips in diagnostic steps.
Tends to bypass ISP/modem diagnostics and warranty verification in hardware-related calls.
Key calls: #LTS00133420, #TE00133474, #LTS00133432
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 8 calls this week, indicating frequent technical inaccuracies
ExampleIn #LTS00133432, agent provided non-existent 'YPEN_PSU setup' instruction, reducing accuracy to 1
Correct behavior: Follow KB-documented procedures only; verify instructions against official Linksys resources before providing guidance
Impact: Risk of customer misconfiguration, prolonged downtime, and loss of trust in support
Related: #LTS00133432, #LTS00133503, #LTS00133518
Escalated but Unresolved
2 escalated cases lacked follow-up HappyFox notes despite technical_resolution_status != 'fixed_confirmed'
Example#TE00133474 escalated to L2 but no HappyFox note documenting L2 actions or next steps
Correct behavior: Document L2 resolution steps and next steps in HappyFox immediately after escalation handoff
Impact: Delays resolution and creates ambiguity for follow-up support
Related: #TE00133474, #TE00133591
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.54 | 43 |
| Technical Accuracy | 2.79 | 43 |
| Protocol | 1.81 | 43 |
| Communication | 2.33 | 43 |
V2 Rubric (Shadow Grading)
V2 overall: 34.78% across 43 v2-scored calls this week19 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.21 |
| Technical Accuracy | 2.44 |
| Communication | 2.01 |
| Customer Ownership | 2.61 |
| Escalation Judgment | 2.31 |
| Customer Experience | 1.87 |
- Unresolved: 19
- Successful Resolution: 12
- Partial Resolution: 8
- Appropriate Escalation: 2
- Ownership Gap: 2
Score Diagnostics
Based on 43 calls reviewed this week.
Technical Findings
improvement
Materially incorrect technical guidance that undermines agent credibility and could mislead customers.
#LTS00133432 · call 1e159f06-68da-11f1-8df6-42010a623f91
improvement
Provided factually incorrect pricing information, violating trust and potentially inducing unnecessary paid support requests.
#LTS00133503 · call 433b7328-6902-11f1-a915-42010a62006f
Call Handling Findings
- ISP/Modem IsolationAlways perform modem-direct test (step 1 from universal_isp_modem_diagnostics.md) before router configuration changes.
- Warranty VerificationCollect model/serial number and verify warranty status at the start of every hardware-related call using the warranty lookup tool.
Calibration Notes
- Duration 1459s but overall score 2.0 - long call with significant technical errors despite partial resolution
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133518high
Agent provided email guidance but no actual documentation was created or referenced in HappyFox; call ended with unresolved login issue.
Grader says: Agent ended call after promising email guide and router recommendation without confirming login access.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you correctly applied the 5-press pairing method for MX series mesh nodes in several calls - that KB-aligned procedure really helps customers get online quickly. How do you feel about that approach?
2
In a few cases this week, we skipped the modem-direct test before adjusting router settings. Let's walk through that diagnostic flow together to ensure we're catching WAN issues early.
3
Verifying warranty status at the start of hardware calls is crucial. Can we review the warranty lookup tool and practice using it on the next hardware case?
4
Some calls had accuracy scores below 2.5 due to incorrect technical guidance. Let's review the KB articles for those models to ensure we're all aligned on current procedures.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133420INBOUND | 2026-06-15 | — | 2 | 2 | 2 | 2 | 65.3% Needs Improvement | MX4200 | CONNECTIVITY | Customer asked for a callback; agent agreed to try calling back later. |
| #LTS00133432INBOUND | 2026-06-15 | — | 3 | 2 | 3 | 3 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Customer successfully logged into the router via the app after password reset. Full access restored. |
| #LTS00133461INBOUND | 2026-06-15 | — | 4.2 | 5 | 4 | 3 | 62.8% Needs Improvement | VLP01 | CONNECTIVITY | Customer changed Ethernet port; LED steadied blue/green; issue resolved per customer confirmation. |
| #TE00133474INBOUND | 2026-06-15 | — | 3.4 | 5 | 3 | 3 | 90.6% Meets / Exceeds | LN1200 | HARDWARE | Escalated to Level 2 support for hardware replacement/repair; callback within 24-48 hours after receipt verification |
| #LTS00133484INBOUND | 2026-06-15 | — | 3.3 | 4 | 2 | 3 | 88.5% Meets / Exceeds | MX4200 | CONNECTIVITY | All nodes are back online and TV connectivity is restored; advise monitoring and using the app’s restart option if issues recur. |
| #LTS00133497INBOUND↩ cb | 2026-06-15 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | None – call ended without any agent action. |
| #LTS00133503INBOUND↩ cb | 2026-06-15 | — | 1.8 | 5 | 1 | 4 | 0.0% Needs Improvement | MBE7000 | CONNECTIVITY | No action taken; call ended without agent intervention or resolution path. |
| #LTS00133497INBOUND↩ cb | 2026-06-15 | — | 3.6 | 4 | 3 | 3 | 87.5% Meets / Exceeds | MX2000 | CONNECTIVITY | Both nodes paired successfully. Customer can add additional nodes by powering them on, factory resetting if previously used, and repeating the 5-press pairing process on the parent node. |
| #LTS00133503INBOUND↩ cb | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 93.5% Meets / Exceeds | MBE7000 | CONNECTIVITY | Customer instructed to test Wi-Fi performance after changes; no further action taken |
| #LTS00133516INBOUND | 2026-06-15 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | MR2000 | ACCESS | No resolution; customer declined paid support. Recommend future call to perform password-reset procedure per KB guidance. |
| #LTS00133518INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | ACCESS | Agent ended call after promising email guide and router recommendation without confirming login access. |
| #TE00133591OUTBOUND | 2026-06-16 | — | 1.4 | 1 | 1 | 2 | 52.8% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level-2/Advanced support; promised follow-up email with case details. |
| #LTS00133637INBOUND | 2026-06-16 | — | 1.2 | 1 | 1 | 1 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Advised to upgrade to a new router; no further assistance offered. |
| #LTS00127281INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | MR75MS | CONNECTIVITY | No resolution achieved; customer directed to self-help Wi-Fi connection steps or paid support. |
| #LTS00133645INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 2 | 70.6% Developing | WHW01 | SETUP | Firmware update completed; node now shows solid blue and is visible in the app – issue resolved. |
| #LTS00133658INBOUND | 2026-06-16 | — | 2 | 1 | 1 | 3 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | All nodes now show solid blue; customer to monitor for 24 hours. If issue persists, perform WAN test and firmware check. |
| b55e8db4-69cf-11f1-a613-42010a623f91INBOUND | 2026-06-16 | — | 3.2 | 4 | 2 | 3 | 64.9% Needs Improvement | MX5500 | CONNECTIVITY | Provided explanation of expected Wi-Fi performance; no further action required. |
| #LTS00133777INBOUND↩ cb | 2026-06-17 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | No resolution achieved; internet connectivity remains down on laptop and phone. |
| #LTS00133777OUTBOUND↩ cb | 2026-06-17 | — | 1 | 1 | 1 | 1 | 88.5% Meets / Exceeds | MR8300 | CONNECTIVITY | Internet connectivity restored after modem power cycle and MAC cloning; customer reported solid blue LED and working connection. |
| #LTS00133813INBOUND | 2026-06-17 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | WRT1200AC | SETUP | Agent will email a customized setup guide to the customer. |
| #LTS00133821INBOUND | 2026-06-17 | — | 2.8 | 4 | 1 | 2 | 77.3% Developing | MR8300 | CONNECTIVITY | Wi-Fi channel changes improved speed; TV buffering resolved |
| #LTS00133831INBOUND | 2026-06-17 | — | 1.8 | 5 | 1 | 2 | 0.0% Needs Improvement | MR7350 | SETUP | Agent requested a copy of the purchase receipt to update warranty; indicated paid-support fees if warranty cannot be verified. |
| aa57c8b2-6a98-11f1-8c1c-42010a623f91INBOUND | 2026-06-17 | — | 3.5 | 4 | 2 | 3 | 0.0% Needs Improvement | MR7350 | ACCESS | Router configured and internet connectivity restored. |
| 6354ff18-6b22-11f1-96d9-42010a62006fINBOUND | 2026-06-18 | — | 4.3 | 4 | 3 | 5 | 88.5% Meets / Exceeds | MX6200 | SETUP | Internet restored; Wi-Fi settings updated. No further action required. |
| #LTS00133919INBOUND | 2026-06-18 | — | 1.5 | 1 | 1 | 1 | 18.8% Needs Improvement | SPNMX56CF | CONNECTIVITY | Customer instructed to contact Community Fiber ISP without validated router diagnostics or self-help guidance. |
| #LTS00133952INBOUND | 2026-06-18 | — | 1.8 | 5 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Offered $15 paid support; no acceptance or further action confirmed. |
| #LTS00133975INBOUND | 2026-06-18 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR9000 | ACCESS | None — agent offered paid support without resolving the login issue. |
| #LTS00133977INBOUND | 2026-06-18 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MX4300 | SETUP | Advised customer to return the device without providing any technical guidance or troubleshooting steps |
| #LTS00133978INBOUND | 2026-06-18 | — | 2.9 | 4 | 2 | 2 | 55.8% Needs Improvement | MX5300 | ACCESS | Sent self-help guide to customer's email. |
| #LTS00133979INBOUND | 2026-06-18 | — | 2.9 | 3 | 2 | 3 | 0.0% Needs Improvement | WHW01 | HARDWARE | Advised customer to purchase a replacement node due to likely hardware defect and expired warranty. |
| #LTS00133982INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7350 | CONFIGURATION | No resolution; customer declined paid support. No valid troubleshooting performed. |
| #LTS00133985INBOUND | 2026-06-18 | — | 2.8 | 3 | 1 | 2 | 0.0% Needs Improvement | EA7200 | CONNECTIVITY | Advised customer to contact ISP; no further Linksys action taken. |
| #LTS00133988INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8300 | ACCESS | No definitive fix; offered paid support but customer declined. |
| #LTS00133989INBOUND | 2026-06-18 | — | 3.5 | 5 | 2 | 2 | 64.5% Needs Improvement | WHW01 | SETUP | Router configured and internet working; no further steps needed. Warranty status remains unverified. |
| ca3f11d2-6bf4-11f1-afa9-42010a62006fINBOUND | 2026-06-19 | — | 4.5 | 5 | 3 | 4 | 97.6% Meets / Exceeds | MX2000 | CONNECTIVITY | All nodes are solid blue and Wi-Fi is functional; issue resolved. |
| #LTS00134069INBOUND | 2026-06-19 | — | 2.8 | 4 | 1 | 2 | 69.2% Needs Improvement | MX55EC3 | CONNECTIVITY | Nodes solid blue; customer reports network working. No further action taken. |
| #LTS00134078INBOUND | 2026-06-19 | — | 2.3 | 3 | 2 | 2 | 66.5% Needs Improvement | LN11011202 | CONNECTIVITY | Call closed without confirmed resolution. No further troubleshooting or escalation offered. |
| 7b52e692-6c04-11f1-98aa-42010a62006fINBOUND | 2026-06-19 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | MR7500 | ACCESS | Agent promised to email a guide after the call; no confirmation of email address or guide sent. |
| #LTS00134118INBOUND | 2026-06-19 | — | 3.1 | 5 | 2 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Offered $15 paid support; customer declined. |
| #LTS00134120INBOUND | 2026-06-19 | — | 1.4 | 1 | 1 | 2 | 11.7% Needs Improvement | EA9300 | ACCESS | Agent vaguely promised to send self-help instructions via email, but no details were provided or confirmed. |
| #LTS00134135INBOUND | 2026-06-19 | — | 2.9 | 2 | 2 | 3 | 93.5% Meets / Exceeds | MX2000 | ACCESS | Customer successfully logged in and viewed connected devices. |
| #LTS00134138INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | EA6100 | CONNECTIVITY | Offered paid support; customer declined. |
| #LTS00134143INBOUND | 2026-06-19 | — | 3 | 2 | 3 | 3 | 87.3% Meets / Exceeds | MBE7000 | ACCESS | Login to router UI now works; customer can proceed with mesh node setup. |