Coaching Summary
Performance is declining this week with consistently low accuracy and protocol scores across hardware and connectivity issues.
Agent frequently provides incorrect guidance and skips critical diagnostic steps, leading to unresolved cases and repeat contacts.
Key calls: #TE00134363, #TE00134638, 40540b7e-71cd-11f1-98c3-42010a660053
Risk Flags
Incorrect Guidance
Provided incorrect support URLs in 4 calls this week.
ExampleIn call d43ad3ba-6e9c-11f1-a9bb-42010a660053, stated support.services.com (transcript [122:00]).
Correct behavior: Always use support.linksys.com.
Impact: Mis directs customers and poses security risks.
Related: #TE00134363, #TE00134638
Incomplete Diagnostics
Failed to verify resolution or collect critical data in 5 calls.
ExampleIn call d43ad3ba-6e9c-11f1-a9bb-42010a660053, closed without validating node functionality.
Correct behavior: Confirm fix with customer and collect serial/warranty details.
Impact: Increases callback risk and repeat contacts.
Related: #TE00134363, #TE00134638, 40540b7e-71cd-11f1-98c3-42010a660053
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.84 | 8 |
| Technical Accuracy | 2.0 | 8 |
| Protocol | 1.25 | 8 |
| Communication | 2.25 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 46.4% across 7 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.5 |
| Technical Accuracy | 2.37 |
| Communication | 3.04 |
| Customer Ownership | 3.72 |
| Escalation Judgment | 2.25 |
| Customer Experience | 3.52 |
- Successful Resolution: 3
- Unresolved: 3
- Partial Resolution: 1
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Used unauthorized third-party remote assistance software (Zoho) instead of Linksys-approved remote access methods in call d43ad3ba-6e9c-11f1-a9bb-42010a660053.
#TE00134363 · call d43ad3ba-6e9c-11f1-a9bb-42010a660053
improvement
Provided incorrect local IP address and support URL, and misidentified LED states for WHW03 in call d43ad3ba-6e9c-11f1-a9bb-42010a660053.
#TE00134363 · call d43ad3ba-6e9c-11f1-a9bb-42010a660053
improvement
Failed to verify warranty status or collect device serial number in call 4cfa5134-70f7-11f1-b3d7-42010a623f91.
call 4cfa5134-70f7-11f1-b3d7-42010a623f91
improvement
Did not perform formal warranty verification despite handling an in-warranty RMA request in call a865f17a-700e-11f1-980e-42010a660053.
#TE00134638 · call a865f17a-700e-11f1-980e-42010a660053
Call Handling Findings
- Incorrect GuidanceAlways verify and use the official support.linksys.com URL.
- Incomplete DiagnosticsAlways confirm fix with the customer and collect serial/warranty details.
Calibration Notes
- Very long call (7395 seconds) scored Overall 1.7; grader may have had insufficient signal to assess full interaction fairly.
- Overall 1.4 but technical_resolution_status is not_fixed; high ownership score may be inflated by polite handoff language.
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00134363high
Grader marked resolution as not validated while documentation implies escalation and unresolved state.
Grader says: Node shows solid blue; no further action taken. Resolution not validated.
Agent documented: Exceeded threshold. Verified with CAT Eric...Claimed case from CAT Escalation queue.
Suggested Coaching Conversation
1
You showed great empathy and patience with customers this week, especially in call #TE00134638 where you remained engaged throughout a long discussion.
2
In several calls, you provided URLs that were not the official Linksys support site. Can we review the correct support URL and how to verify it before sharing it with customers?
3
You closed some calls without confirming the fix worked or collecting essential details like serial numbers. How can we ensure we validate resolutions and capture critical data on every hardware-related call?
4
You mentioned escalating issues to management without completing required diagnostics. Let's discuss the proper escalation path and when it's appropriate to involve higher-level support.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00134363OUTBOUND | 2026-06-23 | — | 1.7 | 1 | 1 | 2 | 95.8% Meets / Exceeds | WHW03 | CONNECTIVITY | Node shows solid blue; no further action taken. Resolution not validated. |
| #TE00134638OUTBOUND | 2026-06-24 | — | 2.2 | 1 | 2 | 2 | 98.6% Meets / Exceeds | MBE7000 | HARDWARE | Escalate to Customer Service for RMA; request photos of the defective node, power adapter, and proof of purchase; await replacement. |
| 407444a4-70db-11f1-8364-42010a660053OUTBOUND | 2026-06-25 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | MBE7002 | CONNECTIVITY | Case closed without verification; customer advised to call back if issues return. |
| 4cfa5134-70f7-11f1-b3d7-42010a623f91INBOUND | 2026-06-26 | — | 2.7 | 4 | 2 | 3 | 54.2% Needs Improvement | MX4200 | GENERAL INQUIRY | Callback scheduled within 15–30 minutes to discuss hardware replacement with a supervisor. |
| 8a0d9d40-70fe-11f1-b823-42010a660053OUTBOUND | 2026-06-26 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | HARDWARE | Agent will send an email and follow up next week after management approval. | |
| 7ded6de0-71c3-11f1-bd03-42010a660053OUTBOUND | 2026-06-27 | — | 1.4 | 2 | 1 | 2 | 13.1% Needs Improvement | E5400 | SETUP | Agent recommended isolating the modem by connecting it directly to a wall outlet; no further action taken or confirmed. |
| e2cb5080-71cb-11f1-858d-42010a62006fINBOUND | 2026-06-27 | — | 1.8 | 5 | 1 | 2 | — | GENERAL INQUIRY | No resolution; call ended without agent interaction. | |
| 40540b7e-71cd-11f1-98c3-42010a660053OUTBOUND | 2026-06-27 | — | 1.7 | 1 | 1 | 3 | 63.0% Needs Improvement | HARDWARE | Scheduled callback for Monday 9 AM and will email basic troubleshooting steps. |