Coaching Summary
Performance shows moderate decline with recurring technical accuracy and documentation gaps.
Over-reliance on paid support offers without exhausting free troubleshooting paths, combined with inconsistent case documentation.
Key calls: #LTS00133403, #LTS00077975, #LTS00133651
Risk Flags
Critical Dimension Below Threshold
Accuracy score <2.5 in 8 of 34 calls this week.
ExampleCall #LTS00133403 (accuracy=1) provided no valid troubleshooting steps.
Correct behavior: Follow KB troubleshooting flow: power cycle, WAN test, node reset before paid support.
Impact: Customer left without resolution, leading to frustration and potential churn.
Related: #LTS00133403, #LTS00133639
Materially Incorrect Guidance
Provided invalid support URLs and discontinued service claims in 5 calls.
ExampleCall #LTS00077975 directed customer to non-existent support.zoltus.com.
Correct behavior: Use only official Linksys domains (support.linksys.com) for all resource links.
Impact: Customer exposed to potential phishing risks and confusion.
Related: #LTS00077975, #LTS00133648
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.29 | 46 |
| Technical Accuracy | 2.61 | 46 |
| Protocol | 1.7 | 46 |
| Communication | 2.09 | 46 |
V2 Rubric (Shadow Grading)
V2 overall: 39.75% across 46 v2-scored calls this week16 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.05 |
| Technical Accuracy | 2.41 |
| Communication | 2.23 |
| Customer Ownership | 2.81 |
| Escalation Judgment | 3.79 |
| Customer Experience | 1.89 |
- Unresolved: 22
- Successful Resolution: 10
- Partial Resolution: 9
- Ownership Gap: 3
- Appropriate Escalation: 2
Score Diagnostics
Based on 46 calls reviewed this week.
Technical Findings
improvement
Instructed invalid 20-second factory reset for MX6200 instead of KB-specified 10 seconds; caused extended downtime.
call 5c8865c8-69c2-11f1-b585-42010a62006f
improvement
Provided unsupported recovery key password-reset method for WHW03 v2; KB requires factory reset to recover admin access.
#LTS00133688 · call d7b15696-69d7-11f1-ab56-42010a623f91
improvement
Declared EA7500 end-of-support without verification; KB confirms firmware updates available for this model.
#LTS00133651 · call da9d3c80-69b9-11f1-89da-42010a623f91
Call Handling Findings
- Documentation ConsistencyCreate HappyFox cases for all troubleshooting interactions, documenting steps and outcomes consistently.
- Technical Accuracy VerificationVerify all URLs and product specifications against KB before customer interaction.
Calibration Notes
- Short call (660s) with overall=2.2 but accurate technical facts; requires verification of grading consistency.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133403high
No HappyFox case created despite troubleshooting interaction; protocol violation.
Grader says: Customer declined paid support and plans to buy a new router.
Agent documented: not documented
Suggested Coaching Conversation
1
Your technical knowledge is strong, especially in mesh system configurations—let's discuss how we can ensure every customer gets the best possible free support before considering paid options.
2
I've noticed some inconsistencies in our case documentation. Could we review the protocol together to ensure every interaction is captured properly?
3
Let's talk about verifying support resources before we share them—how can we build a checklist to prevent invalid URLs from reaching customers?
4
Your escalation handling in #TE00133523 was excellent. How can we apply that same thoroughness to all complex cases?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00133457INBOUND | 2026-06-15 | — | 2.2 | 3 | 1 | 2 | 23.4% Needs Improvement | MR7500 | CONNECTIVITY | Advised that current speed is within router’s capability. No further steps provided. |
| #LTS00133403INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E7350 | CONNECTIVITY | Customer declined paid support and plans to buy a new router. |
| #LTS00077975INBOUND | 2026-06-15 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MX5500 | ACCESS | Customer advised to use local web interface (http://192.168.1.1 or http://myrouter.local) or contact paid support. No valid resolution provided. |
| #LTS00133472INBOUND | 2026-06-15 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | MR7350 | CONFIGURATION | Agent promised to email a video tutorial; no technical fix was applied. |
| 2e167930-68f2-11f1-b518-42010a62006fINBOUND | 2026-06-15 | — | 2.3 | 3 | 2 | 2 | 47.9% Needs Improvement | MX5500 | ACCESS | Issue unresolved; recovery-key process not attempted. Customer requires further guidance or escalation. |
| #LTS00133476INBOUND | 2026-06-15 | — | 3.5 | 5 | 2 | 2 | 55.6% Needs Improvement | RE6500 | CONFIGURATION | Default admin password applied; extender now works. |
| a3e18c04-68f7-11f1-927b-42010a62006fINBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 64.7% Needs Improvement | MBE7000 | CONNECTIVITY | Customer instructed to test network after SSID rename; agent emailed a YouTube setup guide |
| #LTS00133500INBOUND | 2026-06-15 | — | 2.9 | 2 | 2 | 3 | 75.2% Developing | RE6300 | CONFIGURATION | Extender configured successfully; both extended networks operational. Customer advised to email proof of purchase for potential replacement. |
| #LTS00133505INBOUND | 2026-06-15 | — | 2.8 | 4 | 1 | 2 | 54.2% Needs Improvement | MX8500 | CONNECTIVITY | No resolution confirmed. Agent advised power cycling but did not validate issue or provide follow-up path. |
| #LTS00133514INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 83.8% Developing | MX4300 | CONFIGURATION | Advised customer to return the MX4300 to the eBay seller for a replacement as the hardware appears defective. |
| #TE00133523INBOUND | 2026-06-15 | — | 3 | 4 | 3 | 2 | 94.8% Meets / Exceeds | MX4200 | CONNECTIVITY | Escalated to Level 2; callback scheduled for next day at 8 PM CST. |
| #LTS00133639INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 2 | 42.9% Needs Improvement | MR7350 | CONNECTIVITY | Sent email with video guide for router re-configuration (free self-help). Customer declined paid support. |
| #LTS00133648INBOUND↩ cb | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | ACCESS | No resolution provided. Customer instructed to call back with serial number, but no KB-correct steps given. |
| #LTS00133648INBOUND↩ cb | 2026-06-16 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | ACCESS | No valid resolution or next step provided. Customer misinformed and left without a correct path forward. |
| #LTS00133651INBOUND | 2026-06-16 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Advised customer to obtain a new router (e.g., from Best Buy or Amazon). |
| 5c8865c8-69c2-11f1-b585-42010a62006fINBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 89.5% Meets / Exceeds | MX6200 | CONNECTIVITY | All nodes are now solid white and part of the mesh. Advise to relocate nodes to final positions and use 5-press method for future re-adds. |
| #LTS00133667INBOUND | 2026-06-16 | — | 2.6 | 4 | 2 | 2 | 73.8% Developing | MX2000 | CONNECTIVITY | Customer to verify internet service directly from the modem and contact ISP; call back if issue persists. Ticket LTS0000133667 opened for follow-up. |
| #LTS00133688INBOUND↩ cb | 2026-06-16 | — | 1.6 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONFIGURATION | No resolution achieved; further troubleshooting (factory reset, verify WAN connectivity) or escalation required. |
| #LTS00133688INBOUND↩ cb | 2026-06-17 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | WHW03 | CONFIGURATION | Call ended without resolution or next steps. |
| #LTS00133688INBOUND↩ cb | 2026-06-17 | — | 1.8 | 5 | 1 | 2 | 55.0% Needs Improvement | WHW03 | CONFIGURATION | None – no resolution or next step was provided. |
| #LTS00133688INBOUND↩ cb | 2026-06-17 | — | 1.4 | 1 | 1 | 2 | 70.7% Developing | WHW03 | CONFIGURATION | No confirmed fix achieved. Recommend hardware diagnostics, model verification, and possible escalation due to persistent LED anomalies and connectivity failures. |
| 3cdffc1a-69e8-11f1-b515-42010a623f91INBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 55.9% Needs Improvement | MX5500 | SETUP | Internet restored; mesh nodes operational after reset and Wi-Fi reconfiguration. |
| #LTS00133797INBOUND | 2026-06-17 | — | 1.5 | 1 | 2 | 3 | 0.0% Needs Improvement | RE7000 | CONFIGURATION | Directed customer to AI tool (with incorrect URL) and provided ticket number; no troubleshooting performed |
| #LTS00133802INBOUND | 2026-06-17 | — | 2.8 | 4 | 1 | 3 | 0.0% Needs Improvement | E5400 | ACCESS | Advised customer to use Linksys AI tool (support.links) for self-service; offered paid support option. |
| #LTS00133806INBOUND | 2026-06-17 | — | 2 | 2 | 2 | 2 | 21.9% Needs Improvement | WHW03 | CONNECTIVITY | Offered paid $15 Connect service, AI tool link, and email with video instructions; ticket LTS 0000133806 created for follow-up. |
| #LTS00133815INBOUND | 2026-06-17 | — | 3 | 4 | 2 | 3 | 97.6% Meets / Exceeds | WHW01 | CONNECTIVITY | Customer will verify internet connectivity via web UI and perform firmware updates; follow-up only if nodes revert to red or internet loss recurs |
| #LTS00133818INBOUND | 2026-06-17 | — | 2.6 | 4 | 2 | 2 | 11.5% Needs Improvement | MR9000 | CONNECTIVITY | Customer advised to call back for further assistance |
| #LTS00133833INBOUND | 2026-06-17 | — | 2.8 | 3 | 3 | 3 | 85.2% Meets / Exceeds | LN11011201 | CONFIGURATION | Customer successfully changed Wi-Fi settings and reconnected devices. Ticket created for reference. Customer asked to reply with proof of purchase for warranty validation. |
| #LTS00133844INBOUND | 2026-06-17 | — | 1.6 | 1 | 1 | 2 | 59.8% Needs Improvement | WHW01 | CONNECTIVITY | Agent will email a video guide for resetting and re-adding the child nodes |
| #LTS00133846INBOUND | 2026-06-17 | — | 2.9 | 5 | 2 | 2 | 30.6% Needs Improvement | LN1100 | CONNECTIVITY | Agent will email video tutorial for adding child node and resetting admin password; customer may purchase paid support if needed. |
| #LTS00133849INBOUND↩ cb | 2026-06-17 | — | 2.8 | 5 | 2 | 2 | 43.7% Needs Improvement | MR2000 | CONNECTIVITY | Provided ticket number LPL00133849, offered $15 paid-support for MR8300 setup, and promised a callback (or customer to call back). |
| #LTS00133849OUTBOUND↩ cb | 2026-06-18 | — | 1 | 1 | 1 | 1 | 81.2% Developing | MR2000 | CONNECTIVITY | No confirmed resolution; agent scheduled a callback/follow-up. |
| #LTS00133859INBOUND | 2026-06-18 | — | 2.8 | 2 | 2 | 2 | 56.2% Needs Improvement | MR8300 | CONNECTIVITY | Provided ticket number LTS00133859 and offered AI tool, email video, or paid-connect service for further troubleshooting |
| #LTS00133864INBOUND | 2026-06-18 | — | 2.9 | 2 | 3 | 2 | 80.2% Developing | MX2000 | CONNECTIVITY | Reset and re-configuration restored connectivity; emailed video link for future reference. |
| 10fa3f78-6b4d-11f1-b12e-42010a62006fINBOUND | 2026-06-18 | — | 1.6 | 1 | 1 | 2 | 39.7% Needs Improvement | MBE7000 | CONFIGURATION | Advised to leave configuration unchanged without validating setup or offering corrective steps |
| #LTS00133969INBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent promised to send an email with reconfiguration instructions; no troubleshooting performed. |
| #LTS00131297INBOUND | 2026-06-18 | — | 3.9 | 5 | 3 | 2 | 76.0% Developing | MX6200 | SETUP | Printer successfully connected to main 2.4 GHz network (Dixnet2134) and printing confirmed from multiple devices. |
| #LTS00133998INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Node returned to solid white; customer can repeat the reset steps if the issue recurs, but should not use the 5-press method. |
| #LTS00134002INBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | Customer advised to contact ISP (Spectrum); no troubleshooting completed; call ended without clear path forward. |
| a4b23378-6b7b-11f1-9a99-42010a62006fINBOUND | 2026-06-19 | — | 2.2 | 4 | 2 | 2 | 67.4% Needs Improvement | MX6200 | CONNECTIVITY | Node briefly showed solid white but later reverted to blinking blue. No resolution confirmed. No follow-up or escalation offered. |
| e904bb96-6b7f-11f1-9e45-42010a623f91INBOUND | 2026-06-19 | — | 2.7 | 4 | 2 | 3 | 0.0% Needs Improvement | RE7310 | HARDWARE | Escalated to higher‑tier team; callback scheduled for tomorrow after 6 PM ET. |
| #LTS00134115INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | WRT54G | ACCESS | Customer advised to use the AI chat on support.linksys.com to obtain instructions for locating the Wi-Fi password. |
| #LTS00134136INBOUND | 2026-06-19 | — | 2.8 | 3 | 2 | 2 | 51.4% Needs Improvement | WHW01 | CONNECTIVITY | Agent will send an email with step-by-step instructions; no technical fix confirmed on the call. |
| #LTS00134141INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 3 | 64.4% Needs Improvement | MX2000 | CONNECTIVITY | Node temporarily reached solid blue; customer to monitor stability. Agent will email home-networking guide for further assistance. |
| #LTS00134154INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA6700 | ACCESS | not_fixed |
| #LTS00134156INBOUND | 2026-06-19 | — | 2.8 | 3 | 2 | 2 | 74.4% Developing | MX4200 | CONFIGURATION | Internet access confirmed; customer advised to monitor Wi-Fi performance and optionally repurpose the old MR9000 as an extender after a factory reset. |