Coaching Summary
Performance is declining due to inconsistent application of diagnostics and technical inaccuracies, reflected in falling overall scores and increased unresolved cases.
Tends to skip foundational troubleshooting steps and provide unsupported technical guidance, particularly around mesh compatibility and reset procedures.
Key calls: #LTS00133409, #LTS00133422, #LTS00133570
Risk Flags
Incorrect Guidance
Provided materially incorrect mesh compatibility and reset instructions across 5 calls this week
ExampleIn #LTS00133422 advised MBE7000 could be mixed with MX5300 and guided app-based setup instead of 5-press method
Correct behavior: Refer to velop_mesh_compatibility.md; use 5-press/Pair button for cross-generation issues; never advise app setup for Cognitive Mesh nodes
Impact: Customer attempted unsupported configuration, causing node to remain unpaired and unreachable
Related: #LTS00133422, #LTS00133570, #LTS00133566
Protocol Violation
Skipped mandatory WAN diagnostics in 9 connectivity calls, jumping straight to resets
ExampleIn #LTS00133409 reset MX4200 without checking WAN port LED or modem status
Correct behavior: Follow universal_isp_modem_diagnostics.md: verify WAN cable, power cycle modem, check WAN port LED before advanced steps
Impact: Root cause missed; customer returned after ISP confirmed line was fine
Related: #LTS00133409, #LTS00133418, #LTS00133422
Missed Callback
3 callback chains where issue remained unresolved after initial contact
ExampleCustomer called back within 24h after #LTS00133409 due to unresolved connectivity
Correct behavior: Complete full diagnostics before setting callbacks; confirm fix on call if possible
Impact: Increased customer effort and repeat call volume
Related: #LTS00133409, #LTS00133422, #LTS00133566
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.12 | 26 |
| Technical Accuracy | 2.12 | 26 |
| Protocol | 1.58 | 26 |
| Communication | 2.15 | 26 |
V2 Rubric (Shadow Grading)
V2 overall: 32.05% across 22 v2-scored calls this week7 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.56 |
| Technical Accuracy | 1.59 |
| Communication | 2.67 |
| Customer Ownership | 2.35 |
| Escalation Judgment | 2.86 |
| Customer Experience | 1.43 |
- Unresolved: 13
- Partial Resolution: 5
- Ownership Gap: 2
- Successful Resolution: 2
Score Diagnostics
Based on 26 calls reviewed this week.
Technical Findings
improvement
Provided incorrect five-press pairing guidance for WHW03 v2 in #LTS00133570, contradicting KB Section C which specifies the Pair button method.
#LTS00133570 · call 556e567c-6976-11f1-94c3-42010a623f91
improvement
Advised an MBE7000 as primary router for MX5300 mesh in #LTS00133422, violating velop_mesh_compatibility.md which states cross-generation mixing is unsupported.
#LTS00133422 · call ea5202ac-68d1-11f1-b671-42010a623f91
improvement
Instructed a 30-second factory reset on LN1100 in #LTS00133566 instead of the KB-specified 10-15 seconds, causing unnecessary customer effort.
#LTS00133566 · call 303a814a-6972-11f1-84dc-42010a62006f
improvement
Failed to verify WAN port LED or modem status before resetting the router in multiple connectivity calls, skipping required diagnostics per universal_isp_modem_diagnostics.md.
#LTS00133409 · call 46fd5822-68cc-11f1-a99b-42010a623f91
strength
Correctly guided SPNM60 mesh restoration via factory reset and 5-press pairing in #LTS00133738, confirming solid blue LED status and full connectivity.
#LTS00133738 · call d5ce495c-6a4e-11f1-a1f1-42010a623f91
Call Handling Findings
- Incomplete troubleshootingAlways verify WAN cable connection, power cycle the modem, and check WAN port LED before proceeding to factory resets or reconfigurations.
- Incorrect technical guidanceRefer to KB documentation for mesh compatibility (e.g., velop_mesh_compatibility.md) and use the correct 5-press or Pair button method for node addition.
Calibration Notes
- High overall score (4.0) but resolution was ownership gap - customer self-resolved after agent provided correct mesh restoration steps. Consider if resolution_outcome should be 'Successful Resolution' instead of 'Ownership Gap'.
- Auto-zero triggered for avoidance/evasion due to OOW best-effort policy violation, but agent did provide some valid self-help guidance. Review escalation path and policy application.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00133409high
Grader marked issue unresolved (customer still needed ISP testing) while agent documented no troubleshooting steps and ended with self-help advice only.
Grader says: Unresolved
Agent documented: not documented
#LTS00133422high
Agent documented registration link and closed ticket, but grader noted fundamental mesh incompatibility was not addressed and issue remained unresolved.
Grader says: Unresolved
Agent documented: Case Ticket: [REDACTED] ... Registration Link provided
Suggested Coaching Conversation
1
I noticed you maintained excellent professionalism throughout your calls this week—that consistent politeness really helps customers feel supported. In #LTS00133409, your calm tone helped de-escalate a frustrating situation.
2
You've been skipping some key WAN diagnostics before resetting routers. Could we walk through the exact steps from universal_isp_modem_diagnostics.md together using #LTS00133409 as a case study?
3
Your mesh guidance in #LTS00133422 and #LTS00133570 contained some inaccuracies about compatibility and pairing methods. Let's review the KB articles to ensure we're all aligned on current procedures.
4
When you provided the 30-second reset instruction in #LTS00133566, that differed from the KB-specified duration. How can we build a checklist to ensure we always reference the exact reset times for each model?
5
I see several cases where we closed tickets without confirming the fix with the customer. Let's practice phrasing to validate resolution before ending calls, using #LTS00133738 as an example.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133409INBOUND | 2026-06-15 | — | 2.9 | 4 | 2 | 3 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Customer advised to use web interface for setup; offered paid support or free self-help via support.linksys.com. Customer will call back after Verizon testing. |
| #LTS00133418INBOUND | 2026-06-15 | — | 1.7 | 1 | 1 | 3 | 57.0% Needs Improvement | MR8300 | CONNECTIVITY | Customer declined paid support and terminated the call without attempting troubleshooting. Directed to consider purchasing new router models. |
| #LTS00133422INBOUND↩ cb | 2026-06-15 | — | 1.1 | 1 | 1 | 2 | 21.7% Needs Improvement | MBE7000 | SETUP | None provided. Call ended without resolution or clear next steps. |
| #LTS00133438INBOUND | 2026-06-15 | — | 3.2 | 5 | 2 | 3 | 43.5% Needs Improvement | MR9600 | CONNECTIVITY | Customer advised to reconnect TV to Wi-Fi or contact TV manufacturer for further assistance. |
| #LTS00133566INBOUND | 2026-06-16 | — | 1.8 | 1 | 1 | 3 | 0.0% Needs Improvement | LN1100 | ACCESS | Perform a correct hardware factory reset (10-15 second hold) with child nodes off, then reconfigure the router and re-add nodes. Call back if issue persists. |
| #LTS00133570INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 69.6% Needs Improvement | WHW03 | CONNECTIVITY | Agent incorrectly declared issue resolved. Correct next step: Use Pair button on parent node (KB: Section C) or web UI (http://192.168.1.1) to re-add child nodes. |
| #LTS00133575INBOUND↩ cb | 2026-06-16 | — | 1.8 | 1 | 2 | 2 | 54.5% Needs Improvement | MX2000 | ACCESS | No resolution achieved. Recommend sending customer KB link for enabling separate SSIDs and follow up if needed. |
| #GI00133564INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | CONNECTIVITY | Call ended without resolution; customer advised to reconnect with prior agent. | |
| #LTS00133575OUTBOUND↩ cb | 2026-06-16 | — | 2.1 | 2 | 2 | 3 | 80.6% Developing | MX2000 | ACCESS | SSID change applied but not validated. No clear next steps provided. |
| #LTS00133585INBOUND | 2026-06-16 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | Customer instructed to attempt wired connection or password change; no follow-up confirmed. |
| #LTS00133422INBOUND↩ cb | 2026-06-16 | — | 1.8 | 1 | 2 | 2 | 36.9% Needs Improvement | MBE7000 | SETUP | Customer advised to verify WAN port LED and modem connection; if still no internet, schedule further support or consider hardware replacement. |
| #LTS00133597INBOUND | 2026-06-16 | — | 2.8 | 1 | 1 | 2 | 28.5% Needs Improvement | E5400 | SETUP | Customer will arrange for a third-party technician to install the router; no further action taken by agent. |
| #LTS00133613INBOUND↩ cb | 2026-06-16 | — | 1.8 | 5 | 1 | 1 | — | E5400 | CONNECTIVITY | None – call ended with no actionable information. |
| #LTS00133613INBOUND↩ cb | 2026-06-16 | — | 2.8 | 3 | 2 | 2 | 59.9% Needs Improvement | E5400 | CONNECTIVITY | Customer will attempt a factory reset; agent provided link to support article. |
| #GI00133623INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA8450 | ACCESS | Suggested factory reset with no instructions; no confirmation of action; no KB article, email, or follow-up provided. |
| #LTS00133737INBOUND | 2026-06-17 | — | 2.8 | 1 | 2 | 2 | 49.2% Needs Improvement | E2500 | CONNECTIVITY | Advised replacement of the out-of-warranty EA7400 router; no technical fix applied. |
| #LTS00133738INBOUND | 2026-06-17 | — | 4 | 4 | 3 | 4 | 76.9% Developing | WHW03 | ACCESS | Mesh network fully restored; advised customer to use Linksys Smart Wi-Fi app for renaming or advanced configuration |
| #LTS00133884INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 33.5% Needs Improvement | MBE7000 | CONNECTIVITY | Agent instructed customer to perform factory reset and monitor nodes; no RMA/refund process initiated. |
| #LTS00133925INBOUND | 2026-06-18 | — | 1.6 | 2 | 2 | 1 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | No technical resolution achieved; customer declined $15 paid support and ended call. Directed to self-help resources but no specific guidance provided. |
| #LTS00133937INBOUND | 2026-06-18 | — | 3.6 | 4 | 4 | 3 | — | SPNM60TB | ACCESS | Access the router via a web browser at http://myrouter.info to configure and add mesh nodes. |
| #LTS00120019INBOUND | 2026-06-19 | — | 1.8 | 5 | 1 | 2 | — | WRT54G2 | CONNECTIVITY | No action taken; call ended without resolution. |
| #LTS00134051INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 3 | 60.8% Needs Improvement | SPNM60CF | CONNECTIVITY | Advised customer to contact Community Fibre ISP for WAN line investigation. |
| 14990180-6c03-11f1-ad95-42010a623f91INBOUND | 2026-06-19 | — | 2.8 | 3 | 1 | 2 | — | SETUP | Customer confirmed router is now functional; no further action required. | |
| 37021cf0-6c1e-11f1-a736-42010a62006fINBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MR7500 | SETUP | No technical fix provided. Agent offered paid support which was declined. Customer advised to contact printer support. |
| #LTS00114364INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | None – agent gave inaccurate information and did not provide a supervisor or sales contact. |
| #LTS00060553INBOUND | 2026-06-19 | — | 2.8 | 1 | 1 | 2 | 32.8% Needs Improvement | MR75MS | CONNECTIVITY | Agent will email customer a guide on how to separate the 2.4 GHz band (self-help). |