Coaching Summary
Performance is stable but accuracy needs improvement; resolution rates are acceptable but technical errors cause friction.
Tends to close calls prematurely without verifying long-term stability and provides inconsistent technical guidance on LED states and passwords.
Key calls: #TE00133469, #LTS00133408, #LTS00133935
Risk Flags
Critical Dimension Below Threshold
Accuracy scored below 2.5 in 12 of 30 calls this week, indicating frequent technical inaccuracies.
ExampleIn call #TE00133469, agent provided incorrect LED color guidance ('purple' instead of 'solid blue') and failed to resolve an admin password error.
Correct behavior: Follow KB documentation for LED states and troubleshoot password errors using documented recovery methods.
Impact: Delayed resolution, increased customer effort, and potential misdiagnosis of hardware issues.
Related: #TE00133469, #LTS00133408
Repeat Issue Across Calls
MX4200 connectivity issues appeared unresolved in multiple calls (#TE00133469, #LTS00133408) with similar symptoms and incomplete diagnostics.
ExampleIn #TE00133469, child node remained unstable after resets; in #LTS00133408, node showed solid purple LED but was not online.
Correct behavior: Perform full diagnostic sequence: reset, re-pair, verify firmware, check WAN status, and confirm long-term stability.
Impact: Repeated outages and frustration due to unresolved mesh issues.
Related: #TE00133469, #LTS00133408
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.29 | 41 |
| Technical Accuracy | 2.46 | 41 |
| Protocol | 1.68 | 41 |
| Communication | 2.17 | 41 |
V2 Rubric (Shadow Grading)
V2 overall: 40.9% across 31 v2-scored calls this week7 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.68 |
| Technical Accuracy | 2.06 |
| Communication | 2.3 |
| Customer Ownership | 3.11 |
| Escalation Judgment | 4.09 |
| Customer Experience | 1.85 |
- Unresolved: 17
- Successful Resolution: 6
- Appropriate Escalation: 4
- Partial Resolution: 4
Score Diagnostics
Based on 41 calls reviewed this week.
Technical Findings
improvement
Incorrect LED interpretation: repeatedly called solid blue 'green,' directly contradicting KB which states solid blue = online. Impacted troubleshooting efficiency in #LTS00133408.
#LTS00133408 · call f1524a50-68ee-11f1-bc42-42010a62006f
improvement
Failed to verify router admin password before directing customer to web UI, leading to confusion when recovery key was requested. Occurred in #TE00133469.
#TE00133469 · call 4aaf3b30-68ee-11f1-bc42-42010a62006f
improvement
Provided factually incorrect LED color guidance: claimed the device should turn 'purple' after reset, contradicting KB documentation (expected: solid blue). Call #TE00133469.
#TE00133469 · call 4aaf3b30-68ee-11f1-bc42-42010a62006f
improvement
Assumed out-of-warranty status without verifying model or serial number, violating protocol. Call #LTS00133967.
#LTS00134112 · call 6bc3c3a8-6c14-11f1-b18b-42010a623f91
Call Handling Findings
- LED Interpretation & Call ControlUse exact KB terminology for LED states (solid blue = online) and provide clear, step-by-step instructions with consistent placement guidance.
- Password & Stability VerificationVerify password access upfront and confirm node stability and internet connectivity post-repair before closing.
Calibration Notes
- High overall score (2.0) but accuracy and protocol scores are low; grader may have undervalued resolution effort despite technical inaccuracies.
- Short call with successful resolution but contains several technical inaccuracies; requires review of LED guidance and call control.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you did a great job collecting device details before troubleshooting in several calls—this helps us provide accurate support. Let's discuss how we can further improve verification of LED states and password access to avoid miscommunication.
2
In a few calls, we closed before confirming long-term stability. How do you feel about implementing a final validation step where the customer tests the fix live on the call?
3
Your warranty handling was clear in out-of-warranty cases. Let's review the correct process for verifying warranty status before discussing support options.
4
Your use of the 5-press pairing method was accurate in some calls. Can we explore ways to ensure we consistently apply the correct reset and pairing procedures for all mesh models?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133408INBOUND | 2026-06-15 | — | 2.8 | 2 | 2 | 2 | 68.8% Needs Improvement | MX2000 | CONNECTIVITY | All nodes restored to solid blue, internet connectivity confirmed. |
| 8ac5c448-68d8-11f1-af69-42010a623f91INBOUND | 2026-06-15 | — | 2.8 | 4 | 3 | 3 | 96.2% Meets / Exceeds | MX4200 | CONNECTIVITY | Node temporarily stabilized to solid blue after reset and re-pairing, but admin password creation failed with error 2-2-9-8. Customer advised to observe node stability. No further steps provided. |
| #LTS00133444INBOUND↩ cb | 2026-06-15 | — | 2.6 | 4 | 2 | 2 | 48.5% Needs Improvement | MX2000 | CONFIGURATION | Callback scheduled for further troubleshooting of persistent Wi-Fi disconnects. |
| #LTS00133444INBOUND↩ cb | 2026-06-15 | — | 1.8 | 5 | 1 | 2 | — | MX2000 | CONFIGURATION | Agent stated technician would call back in ~2 minutes; no case created, no callback number confirmed, no follow-up documented. |
| #TE00133469INBOUND | 2026-06-15 | — | 2 | 1 | 2 | 2 | 71.7% Developing | MX4200 | CONNECTIVITY | Escalated to Level-2 technical team; callback scheduled in 2–3 hours. |
| #LTS00133479INBOUND↩ cb | 2026-06-15 | — | 1.8 | 5 | 1 | 1 | — | MR9000 | SETUP | Agent requested phone number for callback; no further action taken or guidance provided. |
| #LTS00133479INBOUND↩ cb | 2026-06-15 | — | 2.8 | 1 | 2 | 2 | 43.1% Needs Improvement | MR9000 | SETUP | Agent offered $15 paid support or email with troubleshooting steps. Customer chose email option. |
| #LTS00133488INBOUND↩ cb | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7200 | SETUP | Perform hard reset, wait for reboot, then log in with default password; if still unsuccessful, consider paid support or arrange follow-up. |
| #LTS00133488OUTBOUND↩ cb | 2026-06-15 | — | 3.2 | 4 | 2 | 2 | 77.1% Developing | EA7200 | SETUP | Internet connectivity confirmed on both devices; customer advised that Wi-Fi is now functional. |
| #LTS00133582INBOUND | 2026-06-16 | — | 3.1 | 3 | 3 | 3 | 87.5% Meets / Exceeds | MX2000 | SETUP | All nodes now show solid blue; Wi-Fi renamed to 'Guru' and functional; issue resolved. |
| b40e3146-6996-11f1-b93f-42010a623f91INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 3 | — | SETUP | Customer will obtain Ethernet cable and call back for further assistance. | |
| #GI00133609INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | — | WRT3200ACM | CONFIGURATION | Customer to log into router web interface and configure guest network password; verify security status. |
| ba4ba1c2-69a2-11f1-b913-42010a623f91INBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | ACCESS | No resolution; customer declined factory reset. Next step: provide customer with KB article linksys_now_login_admin.md for recovery key method. | |
| #LTS00133626INBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | — | MR8300 | SETUP | Incorrect URL provided; no valid resolution path given. |
| #TE00133650INBOUND | 2026-06-16 | — | 2.7 | 5 | 2 | 2 | 57.5% Needs Improvement | LGS352MPC | NO TROUBLESHOOTING NEEDED | Callback from Level 2 with specific transceiver part numbers and purchase links. |
| #GI00126444 | 2026-06-17 | — | 2.6 | 4 | 1 | 3 | — | SPNM62 | HARDWARE | Callback scheduled for midnight Hong Kong time to continue investigation. |
| #LTS00133749INBOUND | 2026-06-17 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Agent will email the customer generic instructions for adding a child node; no confirmation of fix or valid troubleshooting performed. |
| 226ad696-6a58-11f1-8eee-42010a623f91INBOUND | 2026-06-17 | — | 1.8 | 1 | 2 | 2 | 48.5% Needs Improvement | MR7350 | CONFIGURATION | Customer advised to contact Comporium ISP; follow-up with Linksys recommended for proper AP-mode setup. |
| #LTS00133738INBOUND | 2026-06-17 | — | 3.3 | 3 | 3 | 3 | 81.0% Developing | WHW03 | ACCESS | Admin password reset, Wi-Fi SSID and password renamed; customer confirmed changes are working. |
| #LTS00133757INBOUND | 2026-06-17 | — | 2.7 | 4 | 3 | 2 | 59.9% Needs Improvement | SPNM60CF | ACCESS | No resolution achieved. Recommend power-cycling router, trying a different browser/device, checking firmware status, or escalating to senior technician for further troubleshooting. |
| #LTS00133743INBOUND↩ cb | 2026-06-17 | — | 2.5 | 2 | 2 | 3 | — | WHW03 | NO TROUBLESHOOTING NEEDED | Customer was given incorrect instructions for adding child nodes; issue not operationally resolved. Follow-up required for correct guidance via 5-press method or Network Map/Add Node. |
| #LTS00133743INBOUND↩ cb | 2026-06-17 | — | 2.8 | 1 | 2 | 3 | 45.6% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Agent provided self-help steps with critical inaccuracies and did not verify success. Customer still sees old SSID and has not confirmed node connectivity. |
| #LTS00133776INBOUND | 2026-06-17 | — | 3.2 | 5 | 2 | 2 | 0.0% Needs Improvement | EA8300 | ACCESS | Customer instructed to perform factory reset using the reset button to restore default admin password ('admin') and default Wi-Fi credentials (from label). Agent offered to email instructions or provide paid support. |
| #LTS00133786INBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 82.8% Developing | MX6200 | CONNECTIVITY | Advised customer to run a wired speed test to verify ISP speed and monitor node status; no further action taken during call. |
| #TE00011507INBOUND | 2026-06-17 | — | 1.8 | 1 | 2 | 2 | 43.3% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level 2; callback scheduled; ticket #11507 created. |
| #LTS00133811INBOUND↩ cb | 2026-06-17 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Agent will send an email with generic Wi-Fi troubleshooting steps. |
| #LTS00133817INBOUND | 2026-06-17 | — | 2.5 | 4 | 1 | 2 | 67.6% Needs Improvement | MR7350 | SETUP | Customer to contact ISP regarding modem status; agent offered paid-support if further assistance is needed and will follow up if the customer calls back. |
| #LTS00133811↩ cb | 2026-06-17 | — | 2.4 | 3 | 2 | 3 | — | MX5500 | CONNECTIVITY | Customer to verify modem connection with ISP (Starry); agent will call back in one hour to continue troubleshooting. |
| #LTS00133825INBOUND | 2026-06-17 | — | 2.8 | 1 | 2 | 2 | 13.2% Needs Improvement | WHW03 | HARDWARE | Sent a step-by-step troubleshooting guide via email. |
| #LTS00133935INBOUND | 2026-06-18 | — | 1.4 | 1 | 1 | 2 | 18.5% Needs Improvement | LN1600 | SETUP | Recommended hardware replacement; provided case number LTS-01000750 for follow-up |
| #LTS00133951INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6900 | CONNECTIVITY | Advised purchase of new MX6200 router; no troubleshooting or alternative paths offered. |
| #LTS00133958INBOUND | 2026-06-18 | — | 1.8 | 4 | 1 | 3 | 34.6% Needs Improvement | RE6300 | SETUP | Promised email with self-help steps; no technical fix confirmed. |
| #GI00133967INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 17.5% Needs Improvement | EA7500 | SETUP | Customer advised to buy a new router; no technical fix applied or validated. |
| #LTS00133394INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | — | EA9500 | ACCESS | None – call ended without any action. |
| #LTS00134036INBOUND | 2026-06-19 | — | 1.7 | 1 | 2 | 2 | 0.0% Needs Improvement | WHW03 | SETUP | Agent offered paid support but provided no valid setup guidance or correct resources. |
| 3126e8a2-6c09-11f1-991f-42010a660053OUTBOUND | 2026-06-19 | — | 1.6 | 1 | 1 | 2 | 47.1% Needs Improvement | MX6200 | HARDWARE | Agent concluded hardware fault and offered replacement (discontinued) or pro-rated refund; promised to follow up after internal discussion. |
| #LTS00133696INBOUND | 2026-06-19 | — | 2.7 | 4 | 2 | 3 | 37.9% Needs Improvement | MX4200 | CONFIGURATION | Customer to call back using ticket LTS00133696 to schedule paid-support session. No technical steps taken during this call. |
| #LTS00134112INBOUND | 2026-06-19 | — | 2.8 | 3 | 1 | 2 | 24.8% Needs Improvement | EA8500 | CONNECTIVITY | Suggested purchasing a newer router or performing a full reset; no further action taken. |
| #TE00134119INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | 54.2% Needs Improvement | RE6400 | SETUP | Callback scheduled for next day at 10 am; receipt requested for warranty verification. No technical resolution achieved. |
| b57fcbc2-6c19-11f1-9063-42010a62006fINBOUND | 2026-06-19 | — | 3.5 | 5 | 2 | 3 | 41.0% Needs Improvement | SETUP | Customer will test internet connectivity directly at the AT&T modem. If no connection, contact AT&T for service repair. If connection succeeds, contact Linksys for further support. | |
| #GI00134028INBOUND | 2026-06-19 | — | 2.8 | 3 | 2 | 2 | — | SETUP | Customer advised to contact their Internet Service Provider to troubleshoot the modem. |