Coaching Summary
Poor performance with low accuracy and resolution rates due to repeated technical inaccuracies
Providing invalid device reset and pairing instructions leading to unresolved issues and abandoned calls
Key calls: #LTS00019214
Risk Flags
Critical Dimension Below Threshold
Accuracy and protocol scores of 1/5 in all 1 calls this week, indicating fundamental technical and process failures
ExampleIn #LTS00019214, provided invalid reset duration, IP address, and pairing method while scoring accuracy=1 and protocol=1
Correct behavior: Follow product-specific KB for resets/pairing; confirm model early; validate instructions with customer before closing
Impact: Customer left without working solution, likely to repeat call or experience service disruption
Related: #LTS00019214
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Provided wrong reset procedure: instructed to hold reset button for 2–3 minutes [03:00], when factory reset requires 10 seconds.
#LTS00019214 · call bd73647c-6e0a-11f1-a9b7-42010a663f80
improvement
Instructed to press WPS button for three minutes on both parent and child units [05:00], which is not a valid pairing method for any Linksys mesh system.
#LTS00019214 · call bd73647c-6e0a-11f1-a9b7-42010a663f80
improvement
Quoted an invalid router IP address: [REDACTED_PHONE] [01:00], which is not a valid IPv4 address.
#LTS00019214 · call bd73647c-6e0a-11f1-a9b7-42010a663f80
improvement
Failed to confirm the product model early despite customer mentioning 'C9450' at [01:00]; E9450-SG requires web UI pairing, not WPS.
#LTS00019214 · call bd73647c-6e0a-11f1-a9b7-42010a663f80
Call Handling Findings
- Incorrect Reset ProcedureVerify product-specific reset durations from official KB before instructing customers, and confirm understanding after explanation.
- Invalid WPS PairingUse web UI pairing per official E9450-SG documentation; confirm model before suggesting WPS or reset steps.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00019214low
Grader recorded unresolved mesh pairing issue while documentation describes unrelated managed switch compatibility check and implies resolution.
Grader says: No resolution; call ended without a clear action plan or escalation path.
Agent documented: **Issue Description: ** COMPATIBILITY **Model Number**: **Serial Number:** 45K10M28D00540 **Date of Purchase: ** Jan 4, 2024 **Troubleshooting Steps: (Steps with customer and results)** The Customer calls in asking if the managed switch is compatible with the router Inform Customer that yes, it is No other concern. End of call
Suggested Coaching Conversation
1
I noticed the call with #LTS00019214 involved several technical missteps — let's review the correct factory reset procedure for MR5500 and E9450-SG models to ensure we provide accurate guidance.
2
How do you currently verify product models before giving troubleshooting steps? Let's add a check to confirm the exact model and firmware version on every mesh-related call.
3
The call ended without a clear next step for the customer. What strategies can we use to ensure customers have a concrete action plan before closing, especially on unresolved issues?
4
Can you walk me through how you'd handle a mesh node pairing issue using official KB steps next week? Let's practice the web UI method for E9450-SG specifically.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00019214 | 2026-06-22 | — | 1 | 1 | 1 | 1 | — | MR5500 | NO TROUBLESHOOTING NEEDED | No resolution; call ended without a clear action plan or escalation path. |