Coaching Summary
Performance shows technical accuracy gaps despite strong communication skills, with critical errors in product guidance impacting customer outcomes.
Tends to bypass essential diagnostics and provide incorrect product-specific advice, particularly around cloud account access and ISP escalation paths.
Key calls: #LTS00134241, #LTS00134221
Risk Flags
Incorrect Guidance
Provided factually incorrect technical advice about Linksys cloud accounts and router login methods in 7 calls this week.
ExampleIn #LTS00134241, agent stated 'Linksys cloud account linking is discontinued' and advised using router admin password for app login.
Correct behavior: Verify product support status via KB; use customer email + password for Linksys app access.
Impact: Customers unable to access accounts or configure devices properly, leading to frustration and repeat calls.
Related: #LTS00134241, #LTS00134228
Protocol Violation
Skipped essential diagnostics (WAN status check) before advising ISP contact in 5 calls.
ExampleIn #LTS00134221, agent advised contacting Spectrum without verifying WAN status via router web interface.
Correct behavior: Always verify WAN/internet status via router web interface before escalating to ISP.
Impact: Increased callback risk and missed opportunities to resolve issues at the router level.
Related: #LTS00134221, #LTS00134267
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.24 | 41 |
| Technical Accuracy | 2.27 | 41 |
| Protocol | 1.73 | 41 |
| Communication | 2.22 | 41 |
V2 Rubric (Shadow Grading)
V2 overall: 36.38% across 38 v2-scored calls this week12 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.76 |
| Technical Accuracy | 2.44 |
| Communication | 2.17 |
| Customer Ownership | 2.58 |
| Escalation Judgment | 1.88 |
| Customer Experience | 1.68 |
- Unresolved: 18
- Partial Resolution: 14
- Successful Resolution: 6
Score Diagnostics
Based on 41 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated Linksys cloud account linking is discontinued (contradicts linksys_cloud_account.md) and advised using router admin password for app login in #LTS00134241
#LTS00134241 · call 24b101e2-6e26-11f1-bda6-42010a623f91
improvement
Failed to verify WAN/internet status via router web interface before advising ISP contact in #LTS00134221
#LTS00134221 · call 223b40ce-6e32-11f1-a81a-42010a623f91
Call Handling Findings
- Technical AccuracyVerify product support status via KB before advising customers; use cloud account credentials (email + password) for Linksys app access.
- Diagnostic RigorAlways verify WAN/internet status via router web interface (http://[IP]) and check ISP-specific settings before escalating to ISP.
Calibration Notes
- High overall score (4.0) but technical resolution was unconfirmed - customer only saw solid white LED but internet connectivity wasn't verified. Requires human review of resolution validity.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134241low
Agent documented troubleshooting steps but grader notes no concrete resolution or self-help path was provided, leaving customer without actionable guidance.
Grader says: Customer instructed to call back later to attempt setup; no immediate resolution or concrete next steps provided.
Agent documented: **Issue Description: ** add child nodes **Model Number**: SPNM60CF **Serial Number:** 72e10m2af24812 **Warranty Start Date: ** Jun 19, 2026 cx got new nodes, PN is already setup cx unable to add 2 nodes...
Suggested Coaching Conversation
1
I noticed you maintained excellent professionalism throughout the calls—this consistency in tone really helps customers feel supported. How do you approach staying calm when technical details get complex?
2
In several cases, we advised customers to contact their ISP before verifying basic WAN connectivity. Let's walk through the KB steps for router web interface checks to ensure we're covering all self-help options first.
3
You provided some great mesh pairing guidance, but there were instances where cloud account details were misstated. Could we review the current KB articles together to ensure we're all aligned on account access requirements?
4
When handling out-of-warranty cases, how do you balance policy compliance with providing meaningful troubleshooting guidance? Let's discuss some scenarios from this week.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134241INBOUND↩ cb | 2026-06-22 | — | 1.2 | 1 | 1 | 3 | — | SPNM60CF | SETUP | Customer instructed to call back later to attempt setup; no immediate resolution or concrete next steps provided. |
| #LTS00134221INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 2 | 43.9% Needs Improvement | MX4200 | SETUP | Advised customer to contact Spectrum to discuss MAC-address cloning or ISP configuration. No further troubleshooting performed by agent. |
| #LTS00134228INBOUND | 2026-06-22 | — | 1.2 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8100 | CONNECTIVITY | Agent offered paid support and gave an incorrect support URL; no technical fix was applied. |
| #LTS00134241INBOUND↩ cb | 2026-06-22 | — | 4 | 4 | 4 | 3 | 100.0% Meets / Exceeds | SPNM60CF | SETUP | Child nodes paired successfully; customer can now relocate them. Fire‑Stick app issue to be investigated by the app provider. |
| #LTS00134254INBOUND | 2026-06-22 | — | 1.3 | 1 | 1 | 2 | 59.9% Needs Improvement | EA8300 | ACCESS | Agent suggested restarting router and reinstalling app; no valid recovery method provided. |
| #LTS00134213INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 57.8% Needs Improvement | SPNMX55GC | CONNECTIVITY | Customer accessed the app; advised to relocate child node once LED turns solid blue. No confirmation of node connectivity achieved. |
| #LTS00134267INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 2 | 45.8% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to verify laptop Wi-Fi connection settings. |
| #LTS00134289INBOUND↩ cb | 2026-06-22 | — | 1.7 | 2 | 1 | 2 | 33.6% Needs Improvement | E5350 | CONNECTIVITY | Reset the router to factory defaults and reconfigure using the Linksys app, then change the Wi-Fi password again. Call back if the problem persists. |
| #LTS00134291INBOUND | 2026-06-22 | — | 1.4 | 1 | 2 | 2 | 4.2% Needs Improvement | E5400 | CONNECTIVITY | Advised customer to contact Motorola or consider buying a new router, then ended the call. |
| #LTS00134289INBOUND↩ cb | 2026-06-22 | — | 2.6 | 4 | 2 | 2 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | No resolution achieved; further network configuration checks needed. |
| #LTS00134289OUTBOUND↩ cb | 2026-06-22 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | None – customer was instructed to visit support.linksys.com or call back. |
| #LTS00134310INBOUND | 2026-06-22 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WRT110 | ACCESS | No valid resolution provided; customer left without Wi-Fi password or correct support path. |
| #LTS00134335INBOUND | 2026-06-22 | — | 1.4 | 1 | 2 | 2 | 72.4% Developing | MBE7000 | ACCESS | No resolution. Agent incorrectly assumed access was restored and provided no further steps or valid next steps. |
| #LTS00134433INBOUND | 2026-06-23 | — | 2.8 | 3 | 2 | 2 | 66.1% Needs Improvement | VLP01 | NO TROUBLESHOOTING NEEDED | Return the product to Amazon for a replacement or refund; provide receipt screenshot when requested. |
| #LTS00134467INBOUND | 2026-06-23 | — | 2.8 | 2 | 3 | 3 | 85.9% Meets / Exceeds | MR7350 | SETUP | Router configured, Wi-Fi created, and internet connectivity confirmed. Ticket created for reference. |
| 3a05c41a-6f1b-11f1-84ad-42010a623f91INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 2 | 8.3% Needs Improvement | MX4200 | SETUP | Agent suggested resetting and accessing the router UI; no configuration steps for bridge mode or DHCP were provided. Customer left without knowing how to properly configure the router. |
| #LTS00134477INBOUND | 2026-06-23 | — | 3.9 | 5 | 2 | 3 | 70.8% Developing | MR7350 | CONFIGURATION | Use http://192.168.1.1 in a web browser to access the router's admin page. |
| e2acaa8e-6f25-11f1-9216-42010a623f91INBOUND | 2026-06-23 | — | 3.9 | 5 | 3 | 3 | 97.9% Meets / Exceeds | CONNECTIVITY | Node is now online and part of the mesh network. Customer can relocate it as needed. No follow-up required. | |
| #LTS00134494INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 3 | 76.5% Developing | LN6001 | SETUP | No definitive resolution; suggested possible return/replacement but did not confirm customer intent or provide correct access instructions. |
| #LTS00134525INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E7350 | SETUP | Advised to read the support article and consider a paid-support session; no fix applied. |
| #LTS00134591INBOUND | 2026-06-24 | — | 3.3 | 4 | 3 | 3 | 8.3% Needs Improvement | EA6350 | CONFIGURATION | Directed customer to Linksys support website for self-help on static IP configuration. |
| #LTS00134598INBOUND | 2026-06-24 | — | 1.8 | 1 | 2 | 2 | 28.9% Needs Improvement | WHW03 | CONNECTIVITY | Advised customer to wait and retry accessing router UI; if still unavailable, consider purchasing new router. |
| #LTS00134626INBOUND | 2026-06-24 | — | 2.8 | 4 | 1 | 3 | 0.0% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer declined paid support and will attempt self-troubleshooting. No further steps were provided by the agent. |
| #LTS00134631INBOUND | 2026-06-24 | — | 1 | 1 | 1 | 1 | 66.1% Needs Improvement | MR9000 | CONFIGURATION | No resolution; customer abandoned call due to frustration and confusion. |
| #LTS00134652INBOUND | 2026-06-24 | — | 1.7 | 1 | 1 | 3 | 33.5% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email troubleshooting steps; ticket number provided for reference. |
| #LTS00134751INBOUND | 2026-06-25 | — | 1.1 | 1 | 1 | 2 | 77.1% Developing | SPNMX57CF | CONNECTIVITY | Agent incorrectly declared the node paired and functional despite no confirmation of solid blue light. No valid resolution or next step provided. |
| #LTS00134755OUTBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 3 | 12.5% Needs Improvement | RE6300 | SETUP | Offered paid $15 Connect Service for re-configuration; customer declined and plans to purchase a new extender. |
| #LTS00134781INBOUND | 2026-06-25 | — | 2.8 | 3 | 1 | 3 | 60.4% Needs Improvement | WHW03 | SETUP | Agent will email reconfiguration instructions (self-help). |
| #LTS00134786INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 2 | 62.3% Needs Improvement | SPNMX55GC | NO TROUBLESHOOTING NEEDED | Advised that firmware updates are automatic and can be checked in the app; no historical log retrieval possible. |
| e0ce2816-70b3-11f1-845f-42010a62006fINBOUND | 2026-06-25 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | WRT1200AC | ACCESS | Customer advised to contact ISP; no self-help resources or troubleshooting provided. |
| #LTS00134795INBOUND | 2026-06-25 | — | 1.6 | 1 | 1 | 2 | 34.6% Needs Improvement | LN1200 | CONNECTIVITY | Customer to monitor after applying steps; agent vaguely suggested return if under warranty but provided no actionable path. |
| #LTS00134812INBOUND | 2026-06-25 | — | 1 | 1 | 1 | 1 | 45.6% Needs Improvement | MR7350 | SETUP | not_fixed |
| #LTS00134819INBOUND | 2026-06-25 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | Sent email with instructions for re-adding child nodes; no verification of success. |
| #LTS00134825INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7500 | SETUP | Customer to contact ISP (Cox) to verify service status and modem functionality. |
| 1e625400-7162-11f1-8a62-42010a623f91INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | RE6300 | Unclassified | not_fixed |
| #LTS00134944INBOUND | 2026-06-26 | — | 3.8 | 5 | 2 | 3 | 0.0% Needs Improvement | E7350 | ACCESS | Send email with instructions on how to locate the Wi-Fi password on the router label or via connected devices. |
| #LTS00134959INBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | — | WUSB6300 | NO TROUBLESHOOTING NEEDED | Agent told customer the product has no available software and implied it should be discarded. No resolution or valid next step was provided. |
| #LTS00134970INBOUND | 2026-06-26 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA4500 | CONNECTIVITY | No resolution provided; agent incorrectly claimed device is unsupported and did not provide Recovery Key password reset instructions. |
| #LTS00134971INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 32.6% Needs Improvement | EA7300 | SETUP | Customer advised to contact a computer technician or replace router; no confirmed fix or clear next steps provided. |
| #GI00134988INBOUND | 2026-06-26 | — | 4 | 5 | 2 | 3 | — | GENERAL INQUIRY | Purchase a new MX-series Linksys router that allows disabling the 5 GHz band. | |
| #LTS00135008INBOUND | 2026-06-26 | — | 3.8 | 4 | 4 | 3 | 97.6% Meets / Exceeds | MX2000 | SETUP | All three nodes are now paired and online; customer may relocate child nodes to desired locations. Devices will seamlessly roam across the mesh network. |