Coaching Summary
Performance shows inconsistency with foundational diagnostic steps frequently omitted, impacting resolution rates.
Agent tends to skip basic WAN/modem checks and provides incorrect product/warranty information before escalation.
Key calls: #LTS00133539, #LTS00133541, #LTS00085300
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 5 of 7 calls this week, indicating frequent incorrect guidance or information.
ExampleIn call #LTS00133539, agent misidentified product model MR7350 as 'E73' and provided incorrect warranty information.
Correct behavior: Accurately identify product model and verify warranty status using serial number before proceeding with support.
Impact: Incorrect information leads to misdirected support, potential delays, and eroded trust.
Related: #LTS00133539, #LTS00133541, #LTS00085300
Escalated but unresolved
Calls were escalated correctly but lacked complete documentation or follow-up steps, leaving issues unresolved.
ExampleCall #LTS00133541 was escalated with a callback scheduled, but no troubleshooting documentation was provided in HappyFox.
Correct behavior: Document all troubleshooting steps performed and clearly outline next steps before escalation.
Impact: Lack of documentation increases resolution time and may cause confusion for L2 support.
Related: #LTS00133541
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.0 | 7 |
| Technical Accuracy | 2.86 | 7 |
| Protocol | 1.57 | 7 |
| Communication | 2.0 | 7 |
V2 Rubric (Shadow Grading)
V2 overall: 41.9% across 5 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.62 |
| Technical Accuracy | 2.38 |
| Communication | 2.0 |
| Customer Ownership | 2.41 |
| Escalation Judgment | 2.5 |
| Customer Experience | 2.57 |
- Unresolved: 3
- Appropriate Escalation: 1
- Partial Resolution: 1
Score Diagnostics
Based on 7 calls reviewed this week.
Technical Findings
improvement
Misidentified product model MR7350 as 'E73', leading to incorrect support approach and warranty information.
#LTS00133539 · call f37b3a60-6926-11f1-b5e5-42010a623f91
improvement
Provided factually incorrect warranty information — MR7350 has a limited lifetime warranty, not a one-year warranty as stated.
#LTS00133539 · call f37b3a60-6926-11f1-b5e5-42010a623f91
improvement
Did not perform basic WAN troubleshooting: failed to verify modem online status, check WAN cable connection, or guide power cycle of modem and router.
#LTS00133539 · call f37b3a60-6926-11f1-b5e5-42010a623f91
improvement
Declared device out of warranty without verification, contradicting universal_support_contacts.md policy.
#LTS00133541 · call 2d2d8198-692a-11f1-9f27-42010a660053
improvement
Incorrectly claimed Network Map was a WRT series feature; per KB, WRT series are legacy routers without this feature, which was previously available on MX series.
#LTS00134020 · call efd42890-6bc4-11f1-a10c-42010a62006f
Call Handling Findings
- Incomplete diagnostics workflowSystematically perform WAN/modem status checks, firmware verification, and guided power cycles before escalating or offering paid support. Document each step and its outcome.
- Incorrect product/warranty informationVerify product model and warranty status using the serial number and Linksys warranty lookup tools before proceeding with any support steps.
Calibration Notes
- Call had very low duration but moderate scores; may reflect system test or abandoned call rather than true customer interaction.
- High technical accuracy but low overall score due to communication and efficiency issues; warrants review of interaction flow.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you efficiently collected customer details in several calls—this attention to detail is a real strength. How do you feel about adding a quick verification step for product models before proceeding?
2
In a few cases this week, we skipped basic WAN/modem checks before offering solutions. What support tools could we use to make these checks faster and more reliable?
3
When you're unsure about warranty status, what's your current process for verification? Let's review the Linksys warranty lookup tools together.
4
Escalations are necessary sometimes, but we want to ensure we document everything clearly for L2. How can we structure our documentation to make handoffs smoother?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00085300 | 2026-06-16 | — | 1.8 | 4 | 1 | 1 | — | EA8300 | CONNECTIVITY | Agent gave vague, non-actionable statements about system availability and signing a 'patch' without clarifying what that meant or when the replacement would ship. |
| #LTS00133539INBOUND↩ cb | 2026-06-16 | — | 1.8 | 5 | 1 | 1 | — | E7350 | CONFIGURATION | None - call ended without any guidance or resolution path. |
| #LTS00133539INBOUND↩ cb | 2026-06-16 | — | 1.7 | 1 | 1 | 3 | 20.6% Needs Improvement | E7350 | CONFIGURATION | Offered $15 paid-troubleshooting service or self-help article; instructed customer to call back for further assistance. |
| #LTS00133541INBOUND↩ cb | 2026-06-16 | — | 2.3 | 3 | 2 | 2 | 7.5% Needs Improvement | MR20EC | CONNECTIVITY | No resolution; recommend WAN/modem check, firmware update, 5-press factory reset, and follow-up if unresolved. |
| #LTS00133541OUTBOUND↩ cb | 2026-06-16 | — | 1.6 | 2 | 1 | 2 | 19.6% Needs Improvement | MR20EC | CONNECTIVITY | Customer instructed to contact Spectrum to verify modem status. No router diagnostics or self-help resources provided. |
| 19631d0a-69f0-11f1-bf2d-42010a623f91INBOUND | 2026-06-17 | — | 2.6 | 3 | 2 | 2 | 88.9% Meets / Exceeds | MX5500 | CONNECTIVITY | Escalated to second-level technician; callback scheduled for 4 PM the following day. |
| #LTS00134020INBOUND | 2026-06-19 | — | 2.2 | 2 | 3 | 3 | 72.8% Developing | MX5500 | NO TROUBLESHOOTING NEEDED | Logged the feature request and advised the customer that the functionality has been removed; suggested checking the Linksys website for newer models. |