Coaching Summary
Performance is developing but requires significant improvement in technical accuracy and resolution verification; scores average 2.54 overall this week.
Frequent omissions of essential device information and provision of incorrect technical guidance, particularly around product support eligibility and basic diagnostics.
Key calls: #LTS00133486, #LTS00133470, #LTS00134050
Risk Flags
Incorrect Guidance
Provided materially incorrect technical information (e.g., unsupported claims, wrong IPs, LED misinterpretation) in 5 calls this week.
ExampleIn #LTS00133486, agent claimed WUSB6100M is unsupported and directed customer to an external AI tool instead of providing the correct driver download.
Correct behavior: Verify product support status via KB; provide accurate driver/download URLs and guide through best-effort troubleshooting for all devices.
Impact: Customer was unable to resolve issue, experienced frustration, and was directed to an unverified third-party resource.
Related: #LTS00133486, #LTS00133470, #LTS00134050
Resolution Verification Failure
Failed to confirm issue resolution with the customer before closing 4 calls, leading to unresolved issues and potential callbacks.
ExampleIn #LTS00133452, concluded call without verifying internet connectivity on the RE7000 extender, resulting in follow-up needed.
Correct behavior: Always perform a final on-call verification of the reported issue (e.g., 'Can you confirm your internet is working now?') before ending the call.
Impact: Customer may experience ongoing issues and require additional support, increasing frustration and call volume.
Related: #LTS00133452, #LTS00133470, #LTS00134122, #LTS00134093
Protocol Violation
Skipped essential device information collection (model, serial, warranty) in 9 calls this week, violating core troubleshooting protocol.
ExampleIn #LTS00134050, agent declared WUSB6100M unsupported without collecting serial number or verifying warranty status.
Correct behavior: Collect model, serial number, and warranty status within the first 3 minutes of every call using script prompts.
Impact: Hindered accurate diagnosis, led to incorrect guidance, and increased risk of policy violations.
Related: #LTS00133486, #LTS00134050, #LTS00134073
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.49 | 22 |
| Technical Accuracy | 2.41 | 22 |
| Protocol | 1.86 | 22 |
| Communication | 2.27 | 22 |
V2 Rubric (Shadow Grading)
V2 overall: 36.38% across 22 v2-scored calls this week4 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.43 |
| Technical Accuracy | 2.22 |
| Communication | 2.44 |
| Customer Ownership | 2.31 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.83 |
- Unresolved: 14
- Partial Resolution: 5
- Successful Resolution: 2
- Ownership Gap: 1
Score Diagnostics
Based on 22 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated WUSB6100M is unsupported (call #LTS00133486) — KB confirms driver availability; caused customer frustration and avoidance of best-effort support.
#LTS00133486 · call e95f0590-68f7-11f1-95f6-42010a623f91
improvement
Provided wrong default IP [REDACTED_PHONE] for MX2000 (call #LTS00133470) — correct IP is [REDACTED_PHONE]; prevented customer from accessing router UI.
#LTS00133470 · call 0762fe6a-68ef-11f1-b1c8-42010a623f91
improvement
Misinterpreted WHW01 LED states (claimed 'magenta' valid; KB states only solid purple/blue are valid) — led to incorrect troubleshooting and unresolved child node pairing (call #LTS00134093).
#LTS00134093 · call 1b879592-6c08-11f1-a6a0-42010a623f91
improvement
Failed to verify internet connectivity after RE7000 setup (call #LTS00133452) — customer reported unresolved issues post-call requiring follow-up.
#LTS00133452 · call 061e2822-68e5-11f1-be64-42010a623f91
improvement
Declared EA7300 offline without validating physical state or LED status (call #LTS00134122) — missed opportunity for basic troubleshooting and directed customer to landlord/paid support unnecessarily.
#LTS00134122 · call 7e41e07c-6c15-11f1-bbae-42010a62006f
Call Handling Findings
- Device info collectionAlways collect model, serial number, and warranty status within the first 2 minutes of the call, using script prompts.
- Technical accuracyVerify all guidance against KB before speaking; use approved scripts and URLs (e.g., support.linksys.com).
Calibration Notes
- Agent claimed WUSB6100M is unsupported despite KB documentation confirming driver availability; this requires QA review to ensure accurate product support knowledge.
- Provided incorrect default IP address for MX2000 series; this may indicate a broader issue with IP/KB knowledge that requires QA validation.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to maintain a professional tone and guide customers through complex setups (e.g., mesh restoration in #LTS00134093) is a clear strength—let's build on that foundation.
2
In several calls this week (e.g., #LTS00133486 and #LTS00134050), you provided guidance that conflicted with KB documentation. What steps can we take to ensure we're always referencing the most current approved resources before responding?
3
Collecting model, serial, and warranty data early is critical—we missed this in over half your calls. How can we integrate this into your opening script more consistently?
4
Verifying resolution on the call is essential to prevent callbacks. Let's role-play a scenario where a customer reports ongoing issues after guidance—how would you confirm success before ending the call?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00116269INBOUND | 2026-06-15 | — | 3.3 | 4 | 2 | 3 | 70.5% Developing | WHW03 | CONNECTIVITY | Customer confirmed all nodes now appear; issue resolved. |
| 6796b6c8-68d1-11f1-8a4e-42010a62006fINBOUND | 2026-06-15 | — | 3.3 | 5 | 1 | 2 | 63.0% Needs Improvement | CONNECTIVITY | Customer to repeat the 5-press reset for remaining child nodes and verify internet connectivity; follow emailed tutorial for further guidance. | |
| #LTS00133452INBOUND | 2026-06-15 | — | 2.8 | 5 | 2 | 2 | 64.0% Needs Improvement | RE7000 | SETUP | Extender configuration completed but internet connectivity not verified. Customer to provide proof of purchase for warranty update and test connectivity after placement. |
| #LTS00133470INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 34.0% Needs Improvement | MX2000 | SETUP | Customer to follow emailed instructions to log into router locally and change Wi-Fi SSID/password; attach proof of purchase for warranty update |
| #LTS00133486INBOUND | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Advised to use non-existent AI tool at incorrect URLs; no concrete fix provided. |
| ed0cc20c-68f9-11f1-9765-42010a62006fINBOUND | 2026-06-15 | — | 3.4 | 4 | 3 | 3 | 58.3% Needs Improvement | E8450 | GENERAL INQUIRY | Customer to purchase either the MBE7000 or MX6200 from a retailer (Amazon, eBay, Best Buy) |
| #LTS00133504INBOUND | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 59.8% Needs Improvement | WHW03 | CONNECTIVITY | Email with reset instructions sent; customer to follow and report back if issue persists. |
| #LTS00133508INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 31.6% Needs Improvement | MR2000 | CONNECTIVITY | Agent sent an email with troubleshooting instructions; customer may purchase a paid support session if needed. |
| d1a3030e-6b25-11f1-9007-42010a62006fINBOUND | 2026-06-18 | — | 2 | 2 | 2 | 2 | 63.6% Needs Improvement | SETUP | Parent node online with internet; child nodes require verification for pairing and internet access. Follow-up needed to confirm full mesh functionality. | |
| 6c6359d4-6b2b-11f1-9d30-42010a660053OUTBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 3 | 20.4% Needs Improvement | CONNECTIVITY | Customer advised to request a replacement for the faulty node via Amazon and re-add it once a new unit arrives. | |
| #LTS00133936INBOUND | 2026-06-18 | — | 2.8 | 1 | 3 | 2 | 0.0% Needs Improvement | WRT3200ACM | ACCESS | Agent will email step-by-step login/reset instructions; customer to attempt provided credentials or perform factory reset. |
| #LTS00133941INBOUND | 2026-06-18 | — | 2.8 | 2 | 1 | 3 | 54.3% Needs Improvement | SPNMX42GC | SETUP | Customer to execute emailed troubleshooting steps (power-cycle, WAN verification, node re-pairing) and confirm if parent node comes online. |
| #GI00133954INBOUND | 2026-06-18 | — | 2.9 | 4 | 2 | 2 | 24.8% Needs Improvement | MX4200 | SETUP | Customer instructed to purchase a new router (MX4200 or LN1100) and arrange ISP technician installation, with guidance to have the technician call Linksys during setup for assistance. |
| #LTS00134050INBOUND | 2026-06-19 | — | 1.5 | 1 | 2 | 3 | 20.6% Needs Improvement | WUSB6100M | ACCESS | Resend the correct driver download link (WUSB6100M Windows 10 driver: https://downloads.linksys.com/downloads/driver/WUSB6100M_Win10v11.1.0.268-275.zip) to the customer's verified email address and confirm receipt. |
| #LTS00134063INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 3 | 27.9% Needs Improvement | EA8500 | CONNECTIVITY | Provided link to support.linksys.com end-of-life policy page and AI-tool chat for self-service. |
| 2aa53062-6bf8-11f1-9fa1-42010a623f91INBOUND | 2026-06-19 | — | 3.4 | 5 | 2 | 2 | 49.0% Needs Improvement | AX1500 | SETUP | Contact TP-Link technical support for setup assistance. |
| #LTS00134073INBOUND↩ cb | 2026-06-19 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | WRT1900ACS | ACCESS | None provided; call ended without guidance. |
| #LTS00134073INBOUND↩ cb | 2026-06-19 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WRT1900ACS | ACCESS | Agent incorrectly stated the device is no longer supported; customer decided to buy a new router. |
| #GI00134083INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 66.1% Needs Improvement | WRT3200ACM | CONFIGURATION | Customer will contact ISP about modem firmware and purchase either MX6200 or MBE7000 based on price/availability. |
| #LTS00134093INBOUND | 2026-06-19 | — | 2 | 2 | 2 | 2 | 59.7% Needs Improvement | WHW01 | SETUP | Sent video tutorial and email with step-by-step instructions for adding the child node; advised to retry reset and ensure node is in setup mode. |
| #LTS00134122INBOUND | 2026-06-19 | — | 2.9 | 4 | 3 | 2 | 0.0% Needs Improvement | EA7300 | CONNECTIVITY | Offered self-service options (online AI tool, email instructions) and advised contacting apartment owner/ISP. |
| f7ef7350-6c18-11f1-80a5-42010a62006fINBOUND | 2026-06-19 | — | 1.4 | 1 | 2 | 2 | 32.6% Needs Improvement | CONNECTIVITY | No successful resolution. Issue remains unresolved. No follow-up or escalation offered. |