Coaching Summary
Performance shows technical accuracy gaps impacting resolution rates, particularly in connectivity issues.
Tends to skip basic diagnostics and provide undocumented guidance, leading to unresolved cases.
Key calls: #LTS00133736, #LTS00133732, #LTS00133896
Risk Flags
Critical Dimension Below Threshold
Provided factually incorrect LED behavior and reset instructions leading to unresolved issues in 3 calls this week.
ExampleIn #LTS00133736, instructed customer to wait 160 minutes for LED change and referenced 'solid pink' LED state.
Correct behavior: Use only documented LED states and KB-confirmed wait times; verify resolution before closing.
Impact: Customer left with unresolved outage and potential confusion about device behavior.
Related: #LTS00133736, #LTS00133732, #LTS00133896
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.56 | 21 |
| Technical Accuracy | 2.43 | 21 |
| Protocol | 2.1 | 21 |
| Communication | 2.57 | 21 |
V2 Rubric (Shadow Grading)
V2 overall: 58.63% across 20 v2-scored calls this week4 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.92 |
| Technical Accuracy | 2.72 |
| Communication | 3.31 |
| Customer Ownership | 3.98 |
| Escalation Judgment | 2.14 |
| Customer Experience | 3.23 |
- Successful Resolution: 8
- Partial Resolution: 6
- Unresolved: 6
Score Diagnostics
Based on 21 calls reviewed this week.
Technical Findings
improvement
Incorrectly implied power-line adapters support Ethernet backhaul for mesh systems, contradicting KB guidance. Failed to verify proper Ethernet port usage or check backhaul status in router UI.
#LTS00133732 · call 8d91ad50-6a44-11f1-98c1-42010a62006f
improvement
Provided factually incorrect LED behavior ('solid pink') and unrealistic wait time of '160 minutes' for LED transition. Misnamed 5-press pairing method as 'Pipe press set up'.
#LTS00133736 · call f05edbc8-6a4a-11f1-96d9-42010a62006f
Call Handling Findings
- Model VerificationAlways verify product model early in the call and cross-reference KB for compatibility before providing technical instructions.
Calibration Notes
- Agent provided factually incorrect LED behavior and reset instructions; requires QA review for accuracy of technical guidance.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133736high
Agent incorrectly declared node fixed and closed case without resolving the issue.
Grader says: Node continued cycling between red and blue states; issue not resolved.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled the mesh recovery in #GI00133410 very well—your patience and persistence paid off. Let's discuss how we can apply that same thoroughness to model verification.
2
In several calls this week, we provided guidance that wasn't fully aligned with KB documentation. How do you feel about double-checking KB before giving instructions?
3
The connectivity cases this week had lower resolution rates. What support do you need to improve our diagnostic approach for these issues?
4
Let's review the LED state documentation together to ensure we're using only documented terms with customers.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00133410INBOUND | 2026-06-15 | — | 3.3 | 4 | 2 | 3 | 95.8% Meets / Exceeds | SETUP | Mesh network restored; nodes are online and Wi-Fi is functional | |
| 0e57634a-68d2-11f1-9510-42010a62006fINBOUND | 2026-06-15 | — | 2.6 | 4 | 2 | 2 | 0.0% Needs Improvement | MX6202 | SETUP | Advise customer to have ISP technician verify the modem/WAN connection or obtain an Ethernet cable for direct testing |
| #LTS00133719INBOUND | 2026-06-17 | — | 4.9 | 5 | 4 | 5 | 93.5% Meets / Exceeds | SPNMX42BF | ACCESS | Wi-Fi name and password updated successfully; customer confirmed connectivity. |
| #LTS00133732INBOUND | 2026-06-17 | — | 2.1 | 2 | 3 | 2 | 83.7% Developing | WHW03 | CONNECTIVITY | Customer will test the Ethernet connection with a PC and call back if the issue persists. |
| #LTS00133736INBOUND↩ cb | 2026-06-17 | — | 1.3 | 1 | 1 | 2 | 57.8% Needs Improvement | MX5500 | CONNECTIVITY | None provided. Call ended after incorrect 5-press instruction without verification. |
| #LTS00133736OUTBOUND↩ cb | 2026-06-17 | — | 2.6 | 2 | 1 | 2 | 40.2% Needs Improvement | MX5500 | CONNECTIVITY | Incorrectly declared node fixed; closed case without resolving the issue. Next steps: Power-cycle nodes, reposition child node, verify parent node status, and consider factory reset/repair if red LED persists. |
| d7920f78-6a60-11f1-98c1-42010a62006fINBOUND | 2026-06-17 | — | 3.5 | 5 | 3 | 2 | 44.2% Needs Improvement | SPNMX56 | SETUP | Customer instructed to contact Community Fiber support (0800 082-0770) for billing/account issues. |
| #GI00133768INBOUND | 2026-06-17 | — | 4 | 5 | 4 | 3 | 47.0% Needs Improvement | SPNMX55 | GENERAL INQUIRY | Purchase MX5501 or MX2000 node and set up as a child node using provided guidelines. |
| #LTS00133875INBOUND | 2026-06-18 | — | 3.6 | 3 | 3 | 3 | 95.8% Meets / Exceeds | SPNMX55GC | CONNECTIVITY | Child node now shows solid blue and is online; issue resolved. |
| #LTS00133896INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Wi-Fi restored; emailed step-by-step reset guide. |
| #LTS00133909INBOUND | 2026-06-18 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | A0303 | CONNECTIVITY | Agent incorrectly stated device is end-of-support; no troubleshooting or next steps provided. |
| 7a10d728-6b2b-11f1-bfe5-42010a62006fINBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 72.6% Developing | MX2000 | GENERAL INQUIRY | Sent email with configuration guide and product recommendation. |
| #LTS00134017 | 2026-06-19 | — | 4 | 3 | 4 | 4 | — | MX4200 | ACCESS | Password reset completed and SSIDs renamed; customer confirmed the router is now accessible and functional. |
| #LTS00134021OUTBOUND | 2026-06-19 | — | 2.8 | 2 | 2 | 3 | 77.1% Developing | E9450 | SETUP | Customer to test the modem directly by connecting a PC via Ethernet; if internet works, call Linksys again for router troubleshooting; if not, contact ISP (M1). |
| f70e1418-6bd3-11f1-92ce-42010a623f91INBOUND | 2026-06-19 | — | 3.7 | 3 | 3 | 4 | 89.3% Meets / Exceeds | MX6200 | ACCESS | Admin password reset successfully; 5 GHz band disabled as requested. |
| #LTS00131557INBOUND | 2026-06-19 | — | 2.6 | 3 | 2 | 3 | 93.8% Meets / Exceeds | SPNM62CF | CONFIGURATION | Monitor the doorbell for 24–48 hours; if disconnects continue, call back referencing ticket #131557. |
| #GI00134028INBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | SETUP | Advised customer to have landlord contact ISP; offered callback if model/serial becomes available. | |
| 686387e2-6bde-11f1-b123-42010a62006fINBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 70.8% Developing | ACCESS | Customer logged into the app dashboard using email credentials; advised to continue using the app for management. | |
| #LTS00132389INBOUND | 2026-06-19 | — | 1.3 | 1 | 2 | 3 | 49.0% Needs Improvement | MBE7000 | CONNECTIVITY | No fix confirmed; customer instructed to observe for 24 hours. Ticket #132389 opened for follow-up. |
| #LTS00134042INBOUND↩ cb | 2026-06-19 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | MBE7000 | CONNECTIVITY | Node turned solid white; customer reported internet working. No verification of child nodes or full mesh functionality. Call ended without clear next steps. |
| #LTS00134042OUTBOUND↩ cb | 2026-06-19 | — | 2.8 | 2 | 1 | 2 | 62.0% Needs Improvement | MBE7000 | CONNECTIVITY | All nodes now show solid blue; advise to monitor and relocate nodes to their intended locations. |