Coaching Summary
Performance shows technical accuracy strengths but critical protocol gaps in warranty verification and troubleshooting completeness
Tends to shortcut diagnostic processes and make unsupported product claims, particularly with EA-series routers
Key calls: #LTS00134368, #LTS00134376, #LTS00134529
Risk Flags
Incorrect Guidance
Provided factually incorrect information about EA-series router support status and recommended invalid products
ExampleIn #LTS00134368, agent claimed EA8250 is end-of-support (contradicts KB) and recommended replacement without troubleshooting
Correct behavior: Verify product support status via KB before making claims; complete standard troubleshooting before recommending replacement
Impact: Customer received incorrect information and was directed to unnecessary replacement costs
Related: #LTS00134368, #LTS00134376, #LTS00134529
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.27 | 18 |
| Technical Accuracy | 3.0 | 18 |
| Protocol | 1.78 | 18 |
| Communication | 2.39 | 18 |
V2 Rubric (Shadow Grading)
V2 overall: 40.77% across 14 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.65 |
| Technical Accuracy | 2.41 |
| Communication | 2.23 |
| Customer Ownership | 2.81 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.89 |
- Partial Resolution: 6
- Unresolved: 6
- Ownership Gap: 1
- Successful Resolution: 1
Score Diagnostics
Based on 18 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated EA8250 is end-of-support contradicting KB; skipped all troubleshooting steps for internet issue
#LTS00134368 · call 56d9e48e-6e8c-11f1-9fa1-42010a623f91
improvement
Recommended non-existent 'Micro 6/7' routers instead of following KB troubleshooting for missing 5GHz band
#LTS00134529 · call f0966a24-6f50-11f1-afa9-42010a62006f
Call Handling Findings
- Warranty & Support Path VerificationAlways verify warranty status using serial number and offer KB articles, self-help, or escalation before suggesting replacement.
Calibration Notes
- High overall score (4.8) with no resolved technical issue - potential grader over-reliance on polite closure language
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134368high
Agent documented resolution but grader marked issue as unresolved due to incorrect closure and lack of troubleshooting
Grader says: Agent incorrectly recommended replacing the router due to alleged end-of-support status.
Agent documented: **Issue Description: ** EA8250_No Internet Connection **Model Number**: EA8350 **Serial Number:** 32W10C69900634 **Warranty Start Date: ** Dec 26, 2019 Customer reported the router will no longer go online since last night.
Suggested Coaching Conversation
1
Your clear explanations in #GI00134377 were excellent - let's discuss how to maintain that clarity while improving our troubleshooting depth
2
When you mentioned EA8250 was end-of-support in #LTS00134368, what KB resources did you consult? Let's review current EA-series support documentation
3
In cases like #LTS00134376 where replacement was suggested, what alternative support paths could we have offered the customer?
4
How can we systematically verify warranty status before discussing product viability with customers?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134368INBOUND | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | 23.9% Needs Improvement | EA8250 | CONNECTIVITY | Agent incorrectly recommended replacing the router due to alleged end-of-support status. |
| #LTS00134376INBOUND | 2026-06-22 | — | 1.5 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Incorrectly advised customer to purchase a new router; no troubleshooting or valid support path provided. |
| #GI00134377INBOUND | 2026-06-23 | — | 4.8 | 5 | 4 | 4 | — | GENERAL INQUIRY | Informed that the feature does not exist; suggested using the priority-device setting if needed. | |
| #GI00134526INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | — | GENERAL INQUIRY | None provided. Call ended after customer stated they would call back with device info. | |
| #LTS00134529INBOUND↩ cb | 2026-06-23 | — | 1.8 | 5 | 1 | 1 | — | EA6350 | CONNECTIVITY | No action taken; call ended without guidance. |
| #LTS00134529INBOUND↩ cb | 2026-06-23 | — | 1.5 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Customer advised to purchase a non-existent 'Micro 6' or 'Micro 7' router. |
| #GI00134535INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | ACCESS | Advised the customer to try a wired connection and read the online guide; customer will call back. | |
| #LTS00134538INBOUND | 2026-06-23 | — | 4 | 5 | 4 | 3 | 76.5% Developing | MX2000 | CONNECTIVITY | Customer to contact Spectrum ISP as the modem is not providing internet. No action required on Linksys device. |
| #LTS00134541INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 3 | 60.8% Needs Improvement | E2500 | ACCESS | Agent will email the customer instructions on how to retrieve or reset the Wi-Fi password via the router's local web interface. |
| #LTS00134529OUTBOUND↩ cb | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 21.5% Needs Improvement | EA6350 | CONNECTIVITY | No resolution achieved. Recommend agent provide correct steps via local router UI (http://192.168.1.1 or http://myrouter.info) to disable Quick Setup and edit the 2.4 GHz SSID, or schedule a valid Linksys remote session. |
| #LTS00134682INBOUND | 2026-06-24 | — | 1.8 | 4 | 2 | 2 | 12.5% Needs Improvement | EA6350 | SETUP | Suggested customer search YouTube for setup videos; no further support provided. |
| 95f2f07a-71ac-11f1-ace4-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 5 | 1 | 2 | — | MX6200 | GENERAL INQUIRY | Escalate to Level 2 technician for purchase record investigation; no action taken during call. |
| #LTS00135030INBOUND | 2026-06-26 | — | 3.2 | 5 | 2 | 3 | 75.5% Developing | MR8300 | NO TROUBLESHOOTING NEEDED | Customer to monitor router; if blinking red LED returns, power-cycle router and test modem directly. Call back if issue persists. |
| #GI00135031INBOUND↩ cb | 2026-06-26 | — | 3 | 5 | 2 | 3 | 53.1% Needs Improvement | MICRO-7 | SETUP | Advised to use an unmanaged switch between the modem and multiple Micro-7 routers to enable independent network setups; no further configuration steps or validation were provided. |
| #LTS00135034INBOUND | 2026-06-27 | — | 2.8 | 2 | 2 | 4 | 69.2% Needs Improvement | E5400 | ACCESS | Email sent with detailed factory-reset and setup instructions. |
| #GI00135031INBOUND↩ cb | 2026-06-27 | — | 1 | 1 | 1 | 1 | 84.4% Developing | Unclassified | not_fixed | |
| #LTS00135033INBOUND↩ cb | 2026-06-27 | — | 1 | 1 | 1 | 1 | 30.1% Needs Improvement | WHW03 | SETUP | not_fixed |
| #LTS00135033OUTBOUND↩ cb | 2026-06-27 | — | 2.8 | 3 | 2 | 3 | 63.3% Needs Improvement | WHW03 | SETUP | Agent stated Wi‑Fi was restored and advised the customer to reconnect devices. |