Coaching Summary
Performance shows inconsistent technical accuracy and frequent avoidance of best-effort troubleshooting, particularly on out-of-warranty cases.
Tends to default to paid support or self-help without systematic diagnostics, leading to unresolved issues and compliance risks.
Key calls: #LTS00134381, #LTS00134352, #LTS00135001
Risk Flags
Avoidance/Evasion
Failed to perform basic troubleshooting or provide best-effort support for out-of-warranty devices, immediately directing to paid support or self-help.
ExampleCall #LTS00134381: Agent offered paid support without any diagnostics after customer reported connectivity issues on WHW03.
Correct behavior: Per OOW policy, agents must attempt standard troubleshooting (power cycle, LED checks, WAN tests) before suggesting paid support.
Impact: Customer left without resolution path, leading to potential repeat contact and frustration.
Related: #LTS00134381, #LTS00134394, #LTS00134995
PCI Breach
Collected full credit card details during paid support pitch without secure handling or proper justification.
ExampleCall #LTS00135001: Agent recorded full CC number, expiration, and CVV during escalation discussion.
Correct behavior: Never collect payment info during calls; direct to secure portal.
Impact: Exposes sensitive data, violating compliance and trust.
Related: #LTS00135001
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.47 | 36 |
| Technical Accuracy | 2.58 | 36 |
| Protocol | 1.78 | 36 |
| Communication | 2.42 | 36 |
V2 Rubric (Shadow Grading)
V2 overall: 37.43% across 36 v2-scored calls this week14 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.96 |
| Technical Accuracy | 2.23 |
| Communication | 2.71 |
| Customer Ownership | 2.6 |
| Escalation Judgment | 2.27 |
| Customer Experience | 2.1 |
- Unresolved: 22
- Successful Resolution: 10
- Partial Resolution: 4
Score Diagnostics
Based on 36 calls reviewed this week.
Technical Findings
improvement
Repeatedly omitted router UI access guidance (e.g., myrouter.local) and firmware verification, leading to unresolved issues.
#LTS00134352 · call 15d1a096-6e80-11f1-868a-42010a62006f
improvement
Provided incorrect default admin password guidance ('admin' universal) and dismissed solid red LED as unimportant on MX6200.
#LTS00135039 · call 8bf45baa-71bf-11f1-b7ca-42010a623f91
strength
Correctly applied 5-press method on MX6200 (fw <= 1.0.6) and guided MAC cloning for WAN recovery.
#LTS00134698 · call c184d7d4-7031-11f1-9ee0-42010a623f91
improvement
Failed to verify ISP modem functionality before charging for paid support and performing resets.
#LTS00134984 · call 3ae599b2-71ac-11f1-98f3-42010a660053
improvement
PCI breach: collected full credit card details without secure handling or proper justification during paid support pitch.
#LTS00135001 · call 34c303f6-719a-11f1-b0b1-42010a623f91
Call Handling Findings
- Technical Guidance CompletenessSystematically guide customers through documented troubleshooting steps (e.g., router UI access, firmware checks) before escalating or suggesting paid support.
- Escalation and Case HandlingConsistently collect model/serial numbers, document troubleshooting steps in HappyFox, and set clear follow-up timelines for unresolved cases.
Calibration Notes
- Agent misstated MX6200 LED behavior (solid white = connected) and default admin password universality. Requires QA review for technical accuracy.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134381high
Agent documented no troubleshooting but graded as 'Resolved' in HappyFox; grader marked unresolved due to avoidance.
Grader says: Unresolved - Avoidance/Evasion
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you correctly identified several device models this week—that's excellent attention to detail. How do you feel about adding more structured troubleshooting steps before suggesting paid support?
2
In cases like #LTS00134381, we need to ensure we exhaust free options first. What steps could we take to verify modem status before escalating?
3
Documenting every action in HappyFox helps our team and reduces repeat calls. Could we role-play documenting a case like #LTS00134697?
4
Handling payment information securely is critical. Let's review the PCI policy together to avoid compliance issues in future calls.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134346INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 2 | 2.4% Needs Improvement | EA7200 | CONNECTIVITY | Agent provided support.linksys.com for self-service and offered a paid-connect session. Customer chose to use ISP's router. |
| #LTS00134352INBOUND | 2026-06-22 | — | 2.8 | 2 | 2 | 3 | 0.0% Needs Improvement | EA7300 | CONNECTIVITY | Customer will move router closer and contact Fire Stick manufacturer; agent provided link to support.linksys.com. |
| #LTS00134381INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00134382INBOUND↩ cb | 2026-06-23 | — | 2.6 | 4 | 2 | 2 | 50.6% Needs Improvement | WHW03 | CONNECTIVITY | Customer to verify modem connection with ISP; agent will call back after confirmation. |
| 37850bf8-6e9c-11f1-80a5-42010a62006fINBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7500 | ACCESS | Advised customer to visit the Linksys support website for reconnect instructions; no further action taken. |
| 7b19e43a-6ea9-11f1-9c74-42010a62006fINBOUND | 2026-06-23 | — | 2.8 | 2 | 2 | 3 | 86.8% Meets / Exceeds | LN1100 | SETUP | Customer to check PC firewall/antivirus settings or contact IT; no router changes needed. |
| #LTS00134382OUTBOUND↩ cb | 2026-06-23 | — | 2.8 | 1 | 1 | 3 | 62.7% Needs Improvement | WHW03 | CONNECTIVITY | Customer sees nodes showing green and will rename the Wi-Fi network; no further action required. |
| #LTS00134393INBOUND | 2026-06-23 | — | 3.8 | 5 | 2 | 4 | 41.3% Needs Improvement | EA7400 | CONNECTIVITY | Customer directed to online support articles for router configuration. |
| #LTS00134394INBOUND | 2026-06-23 | — | 2.8 | 3 | 2 | 2 | 5.9% Needs Improvement | EA7500 | CONNECTIVITY | Directed customer to visit Linksys support website for self-help articles; no further action taken. |
| e4c3ab2e-700b-11f1-b894-42010a623f91INBOUND | 2026-06-24 | — | 1.5 | 1 | 1 | 3 | 61.1% Needs Improvement | MX6200 | CONNECTIVITY | No definitive fix; advised to retry reset/5-press and to call back if the node remains flashing red. |
| #LTS00134678INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | Provided incorrect support URL and offered paid support; customer declined; issue remains unresolved. |
| #LTS00134687INBOUND | 2026-06-24 | — | 2.8 | 1 | 2 | 3 | 100.0% Meets / Exceeds | MX20WH2 | SETUP | Nodes paired successfully; internet connectivity confirmed. Customer advised on adding more nodes if needed. |
| #GI00134694INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MX5300 | GENERAL INQUIRY | Informed customer that the backup/restore feature has been removed and is not available in any firmware version. |
| #LTS00134697INBOUND | 2026-06-25 | — | 1 | 1 | 1 | 1 | 28.8% Needs Improvement | WHW03 | ACCESS | not_fixed |
| #LTS00134698INBOUND | 2026-06-25 | — | 4.4 | 5 | 4 | 4 | 95.8% Meets / Exceeds | MR7500 | CONNECTIVITY | Internet connectivity restored; router configured; customer advised to reconnect devices. |
| #GI00134839INBOUND↩ cb | 2026-06-25 | — | 1.8 | 4 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | None provided. Call ended after requesting model and serial number. | |
| #GI00134839INBOUND↩ cb | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA9500 | CONNECTIVITY | No resolution provided; customer declined further action and will call back later. |
| #LTS00134848INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 95.8% Meets / Exceeds | MX2000 | SETUP | Both nodes paired, bridge mode set, Wi-Fi functional; issue likely resolved despite agent errors. |
| #GI00134867INBOUND | 2026-06-25 | — | 2.8 | 5 | 2 | 2 | 72.6% Developing | E5400 | CONNECTIVITY | Escalated to marketing/appropriate department; advised customer to consider newer MX or MR series routers with Gigabit ports. |
| #LTS00134870INBOUND | 2026-06-25 | — | 3 | 5 | 2 | 3 | 31.1% Needs Improvement | MR7350 | CONNECTIVITY | Power-cycle modem and router; monitor for recurrence. No further action taken. |
| #LTS00134874INBOUND | 2026-06-25 | — | 2.8 | 2 | 3 | 3 | 0.0% Needs Improvement | MR20MS | CONNECTIVITY | Internet connectivity restored after PPPoE configuration and firmware reflash. |
| e42fcad8-70f8-11f1-968e-42010a623f91INBOUND | 2026-06-26 | — | 1.8 | 5 | 1 | 4 | 94.6% Meets / Exceeds | GENERAL INQUIRY | No action taken; call ended without resolution or defined next step. | |
| #LTS00134888INBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 4 | 55.0% Needs Improvement | EA6350 | CONNECTIVITY | Agent will email step-by-step reconfiguration instructions and product upgrade recommendation. |
| 5a9bb618-70ff-11f1-b748-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 2 | 2 | 3 | 79.0% Developing | MX6200 | CONNECTIVITY | Deleted phantom devices; Wi-Fi password updated; router functioning normally. |
| 92e4642e-710a-11f1-8c7b-42010a623f91INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 54.7% Needs Improvement | MX6200 | CONNECTIVITY | No resolution achieved. Customer disengaged without a valid next step or escalation path. |
| #LTS00134995INBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WRT120N | ACCESS | Directed customer to invalid support websites (support.syscom, support.links.com); no password recovery steps provided. |
| #LTS00135001INBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | 68.2% Needs Improvement | RE7000 | SETUP | No resolution. Agent incorrectly claimed setup was complete despite no verification. Customer left with non-functional extender. |
| #LTS00135015INBOUND | 2026-06-26 | — | 2.2 | 4 | 2 | 3 | 0.0% Needs Improvement | E8450 | CONFIGURATION | None provided. Customer was told to use self-help articles but received no specific guidance or link. |
| #LTS00134984INBOUND↩ cb | 2026-06-26 | — | 2.8 | 5 | 2 | 2 | 61.0% Needs Improvement | WHW03 | CONNECTIVITY | Issue remains unresolved; recommend escalation to Tier-2 engineering or remote diagnostics. |
| #LTS00134984OUTBOUND↩ cb | 2026-06-26 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Internet restored and Wi-Fi configured; customer confirmed everything works. |
| #LTS00135033INBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Sent KB article link for re-configuring the WHW03; customer will attempt self-help. |
| #LTS00135035INBOUND | 2026-06-27 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | Suggested purchasing a new router; no technical troubleshooting or resolution provided. |
| #LTS00135038INBOUND↩ cb | 2026-06-27 | — | 2.3 | 3 | 2 | 2 | 20.8% Needs Improvement | WHW03 | ACCESS | Offered paid Connect service ($15 for 60 min) or self-help via support.linksys.com; no technical fix applied. |
| #LTS00135039INBOUND↩ cb | 2026-06-27 | — | 2.8 | 5 | 2 | 3 | 93.5% Meets / Exceeds | MX6200 | SETUP | Cable successfully removed. Agent promised to call back to assist with MX6200 setup, but no formal case or documented plan was established. |
| #LTS00135038INBOUND↩ cb | 2026-06-27 | — | 2.8 | 4 | 2 | 1 | 0.0% Needs Improvement | WHW03 | ACCESS | Offered $15 paid-support session or a KB article via email; customer declined; no technical fix applied. |
| #LTS00135039OUTBOUND↩ cb | 2026-06-27 | — | 2.8 | 1 | 2 | 2 | 85.9% Meets / Exceeds | MX6200 | SETUP | Internet connectivity restored; customer able to connect devices. |