Coaching Summary
Performance is declining due to inconsistent technical guidance and premature paid support offers.
Agent struggles with accurate device-specific troubleshooting and often defaults to paid support before exhausting free options.
Key calls: #LTS00134229, #LTS00134239, #LTS00134278
Risk Flags
Critical Dimension Below Threshold
Multiple calls with accuracy < 2.5 (e.g., calls 4ad4a7c8-6e41-11f1-93d0-42010a62006f, 5a3e3c28-6e51-11f1-bfc3-42010a623f91)
ExampleIn call 4ad4a7c8-6e41-11f1-93d0-42010a62006f, agent provided non-existent 'ACS laser web dash' instruction and misidentified WAN port.
Correct behavior: Follow universal_isp_modem_diagnostics.md for WAN verification and use model-specific KB for troubleshooting.
Impact: Customer unable to resolve connectivity issue, leading to frustration and potential service disruption.
Related: #LTS00134239, #LTS00134278
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.52 | 30 |
| Technical Accuracy | 2.47 | 30 |
| Protocol | 1.77 | 30 |
| Communication | 2.57 | 30 |
V2 Rubric (Shadow Grading)
V2 overall: 45.38% across 29 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.36 |
| Technical Accuracy | 2.6 |
| Communication | 2.89 |
| Customer Ownership | 3.49 |
| Escalation Judgment | 3.8 |
| Customer Experience | 2.84 |
- Partial Resolution: 10
- Unresolved: 10
- Successful Resolution: 7
- Ownership Gap: 2
Score Diagnostics
Based on 30 calls reviewed this week.
Technical Findings
improvement
Misinterpreted solid red LED on WHW03 as requiring 5-press reset; per KB, this indicates 'No internet connection' requiring WAN troubleshooting.
#LTS00134278 · call 5a3e3c28-6e51-11f1-bfc3-42010a623f91
improvement
Incorrectly claimed EA6100 is end-of-life and unsupported by Linksys app; KB confirms EA series support via Smart WiFi interface.
#LTS00134295 · call 1e078ee4-6e5b-11f1-88a2-42010a62006f
Call Handling Findings
- Premature Paid Support OffersAlways attempt standard troubleshooting (e.g., power cycle, reset) before mentioning paid support, and clearly explain free self-help options.
- Inconsistent Technical GuidanceVerify device compatibility before recommending reset procedures, and consult KB documentation for model-specific steps.
Calibration Notes
- Short call (514s) with overall score 2.8 but accuracy 4.0 - grader may have had insufficient signal to assess full technical accuracy.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134229high
Grader notes unresolved issue while documentation implies resolution via self-help guide; customer still lacks working internet.
Grader says: Agent promised to email step-by-step instructions and suggested purchasing a new node; no fix confirmed.
Agent documented: Thank you for reaching out... we’ve attached our Wi-Fi Fix It Series document...
Suggested Coaching Conversation
1
Your clear communication and professional tone were evident in #LTS00134348—let's discuss how we can maintain that while improving technical accuracy.
2
In #LTS00134229, we offered paid support prematurely. How can we ensure we exhaust all free troubleshooting steps first?
3
The 5-press reset method was misapplied in #LTS00134239. Let's review KB guidelines together to avoid this in future.
4
Your model collection process is strong—how can we apply that consistency to warranty verification and diagnostic steps?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134229INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 3 | 53.3% Needs Improvement | WHW03 | HARDWARE | Agent promised to email step-by-step instructions and suggested purchasing a new node; no fix confirmed. |
| #LTS00134239INBOUND | 2026-06-22 | — | 1 | 1 | 1 | 1 | 27.9% Needs Improvement | SPNMX55CF | SETUP | Escalate to Tier 2 for detailed WAN configuration review (bridge mode, PPPoE credentials, correct port usage) and possible hardware replacement. |
| #LTS00134245INBOUND | 2026-06-22 | — | 3.7 | 5 | 2 | 2 | 69.9% Needs Improvement | E5400 | CONNECTIVITY | Internet connectivity restored; no further action required. |
| #LTS00134258INBOUND | 2026-06-22 | — | 2.8 | 2 | 2 | 2 | 42.9% Needs Improvement | E5400 | CONNECTIVITY | Customer self-reported that internet is now working. |
| #LTS00134278INBOUND | 2026-06-22 | — | 1.3 | 1 | 1 | 2 | 50.0% Needs Improvement | WHW03 | CONNECTIVITY | Paid support session initiated; issue remains unresolved. Recommend standard WAN troubleshooting and possible factory reset. |
| #LTS00134295INBOUND | 2026-06-22 | — | 1.3 | 1 | 1 | 2 | 22.6% Needs Improvement | EA6100 | CONNECTIVITY | Advised customer to purchase a new router and call back for setup assistance after receipt. |
| #LTS00134307INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 46.2% Needs Improvement | WHW03 | HARDWARE | Agent will send an email with step-by-step factory reset and mesh re-setup instructions; customer may need to replace hardware if the issue persists. |
| #LTS00134348INBOUND | 2026-06-22 | — | 5 | 5 | 5 | 5 | 95.8% Meets / Exceeds | MX6200 | CONNECTIVITY | Node successfully paired; customer may relocate the node. |
| #LTS00134439INBOUND | 2026-06-23 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | E7350 | CONNECTIVITY | Agent suggested factory reset and promised to send an email with instructions; no resolution confirmed. |
| #LTS00134462INBOUND | 2026-06-23 | — | 1.6 | 1 | 1 | 2 | 25.2% Needs Improvement | EA7450 | CONFIGURATION | Agent promised to email step-by-step instructions on separating 2.4 GHz and 5 GHz networks and changing Wi-Fi password. |
| #LTS00134483INBOUND | 2026-06-23 | — | 2.8 | 2 | 2 | 3 | 63.3% Needs Improvement | EA7500 | CONNECTIVITY | Advised replacement with a newer router (Wi-Fi 6/7) or temporary hard-wire from modem to PC. |
| #LTS00134517INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 3 | 45.7% Needs Improvement | RE6300 | CONNECTIVITY | Agent will email step-by-step reset and setup instructions; paid-support option offered. |
| 1bd9b2ce-6f45-11f1-8816-42010a623f91INBOUND | 2026-06-23 | — | 2.9 | 2 | 2 | 3 | 93.5% Meets / Exceeds | MX6200 | CONNECTIVITY | Node successfully re-paired and online; issue resolved. |
| e1c179ec-6fcf-11f1-b0c9-42010a623f91INBOUND | 2026-06-24 | — | 2.3 | 3 | 2 | 2 | 59.9% Needs Improvement | MX5300 | SETUP | Customer to complete factory reset successfully (solid blue LED), then reconfigure Wi-Fi; agent to follow up to verify connectivity. |
| e8d59e06-6fd0-11f1-94eb-42010a660053OUTBOUND | 2026-06-24 | — | 2.8 | 1 | 2 | 3 | 95.8% Meets / Exceeds | MX5300 | SETUP | All nodes are now online and internet works; no further action required. |
| #LTS00134633INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 3 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | No resolution achieved. Agent offered paid support or email instructions (not sent). Customer will seek help from family. |
| fd00852e-7004-11f1-a657-42010a623f91INBOUND | 2026-06-24 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | Customer to power-cycle each child node and monitor connectivity; call back if problem persists. | |
| a3d05b92-7008-11f1-98be-42010a62006fINBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 3 | 67.7% Needs Improvement | MX4200 | GENERAL INQUIRY | Customer deferred changes due to fear of disruption; no fix confirmed during the call. |
| 17874e1e-700f-11f1-b1af-42010a623f91INBOUND | 2026-06-24 | — | 2.2 | 4 | 1 | 2 | 24.3% Needs Improvement | ACCESS | Customer reported dashboard became accessible; agent offered no further guidance or closure. Call ended abruptly. | |
| a781391e-7012-11f1-998d-42010a62006fINBOUND | 2026-06-24 | — | 1.8 | 1 | 1 | 3 | 32.6% Needs Improvement | SETUP | Customer advised to contact ISP to verify modem connectivity; issue remains unresolved. | |
| #LTS00134753INBOUND | 2026-06-25 | — | 2.8 | 3 | 2 | 2 | 84.0% Developing | RE6400 | SETUP | Extender configured and showing solid-green status; advised customer to place the unit in desired location and verify internet connectivity. |
| #LTS00134792INBOUND↩ cb | 2026-06-25 | — | 3.5 | 5 | 2 | 3 | — | E5400 | SETUP | Customer to join the Wi‑Fi network using the correct password; no further support required. |
| #LTS00134792INBOUND↩ cb | 2026-06-25 | — | 3.2 | 5 | 2 | 3 | 79.2% Developing | E5400 | SETUP | Customer to complete the router's setup wizard; no charges expected. |
| 994476bc-7162-11f1-992d-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 2 | 2 | 3 | 0.0% Needs Improvement | CONNECTIVITY | Customer advised to purchase additional nodes. No further troubleshooting provided after child node reverted to blinking red. | |
| f864fcdc-7164-11f1-b894-42010a623f91INBOUND | 2026-06-26 | — | 2.8 | 3 | 2 | 2 | 58.4% Needs Improvement | CONNECTIVITY | All nodes returned to solid white; mesh restored. Customer can now relocate nodes. | |
| #LTS00134962INBOUND | 2026-06-26 | — | 1.2 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8100 | CONNECTIVITY | Call ended mid-troubleshooting during second reset attempt. No resolution achieved. Next steps: verify modem functionality, check router power and WAN LED, access web UI to confirm WAN status. |
| #LTS00134982INBOUND | 2026-06-26 | — | 2.8 | 1 | 1 | 3 | 55.8% Needs Improvement | MR8300 | CONNECTIVITY | Agent will email step-by-step reset instructions; customer to test after reset. |
| dc085ea4-7195-11f1-b0c9-42010a623f91INBOUND | 2026-06-26 | — | 2.1 | 2 | 2 | 3 | 60.6% Needs Improvement | CONNECTIVITY | Customer to perform power-cycle and factory reset; agent will send reset instructions and register device. Issue persists. | |
| #LTS00135012INBOUND | 2026-06-26 | — | 3.1 | 3 | 3 | 4 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Node reached solid blue; customer advised to relocate within 30–60 ft of parent. No further troubleshooting or verification steps provided. |
| a4713040-71a1-11f1-b6da-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 5 | 2 | 3 | 61.4% Needs Improvement | HARDWARE | Escalated to Level 2; awaiting receipt from customer for warranty assessment and potential replacement. |