Coaching Summary
Performance shows inconsistency with critical technical accuracy failures impacting resolution quality
Tends to skip foundational diagnostics (model collection, warranty checks) and provides KB-contradicting guidance
Key calls: #TE00134332, #LTS00134253, #LTS00134231
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 on 8 calls this week
ExampleCall #LTS00134231: accuracy 2 despite clear troubleshooting path available
Correct behavior: Follow universal_isp_modem_diagnostics.md and verify model-specific procedures
Impact: Misdiagnosis leads to unresolved issues and repeat calls
Related: #LTS00134231, #LTS00134253
Repeat issue across 2+ calls
MX6200 DHCP node duplication issue appeared in 2 calls
ExampleCall #TE00134332: Customer reported duplicate DHCP entries on MX6200 node
Correct behavior: Check DHCP server configuration, firmware version, and virtual MAC behavior
Impact: Intermittent connectivity drops and configuration instability
Related: #TE00134332
Missed callback
Customer called back within 24h on 3 occasions
ExampleCall chain starting #LTS00132316: Customer returned after initial power-cycle advice
Correct behavior: Document follow-up needed and set callback expectations clearly
Impact: Increased customer effort and potential frustration
Related: #LTS00132316
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.47 | 24 |
| Technical Accuracy | 2.42 | 24 |
| Protocol | 1.79 | 24 |
| Communication | 2.5 | 24 |
V2 Rubric (Shadow Grading)
V2 overall: 43.25% across 20 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.98 |
| Technical Accuracy | 2.47 |
| Communication | 2.69 |
| Customer Ownership | 3.46 |
| Escalation Judgment | 2.62 |
| Customer Experience | 1.62 |
- Unresolved: 12
- Successful Resolution: 4
- Partial Resolution: 3
- Appropriate Escalation: 1
Score Diagnostics
Based on 24 calls reviewed this week.
Technical Findings
improvement
Did not collect serial number or verify warranty status, which could have clarified support eligibility
#TE00134332 · call 1486edee-6e72-11f1-a736-42010a62006f
improvement
Failed to perform any further diagnostic steps despite customer having already exhausted basic troubleshooting
#TE00134332 · call 1486edee-6e72-11f1-a736-42010a62006f
improvement
Provided factually incorrect compatibility information: WHW01 cannot be mixed with LN1101 or other current-gen mesh nodes
#LTS00134253 · call 43c03a46-6e42-11f1-9bb8-42010a623f91
improvement
Advised using the 5-press method to add a newer node to a WHW01 system, which will fail because the nodes cannot join different mesh generations
#LTS00134253 · call 43c03a46-6e42-11f1-9bb8-42010a623f91
improvement
Gave materially incorrect statement that Linksys Smart Wi-Fi.com is no longer available
#LTS00134305 · call 66a65c92-6e61-11f1-8d89-42010a62006f
Call Handling Findings
- Model/serial collectionAlways confirm product model and serial number within the first 2 minutes of the call, using KB prompts.
- Incorrect technical guidanceReference KB articles before providing technical advice; verify mesh compatibility charts and LED definitions.
Calibration Notes
- Short call (2671 sec) with overall 1.3 but accuracy 2 - needs review of triage protocol adherence
- Materially incorrect technical guidance triggered auto-zero - needs escalation review
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you handled the MX6200 DHCP issue with great patience, especially when the customer mentioned they'd already tried resets. That ownership is exactly what we want our customers to experience.
2
On several calls this week, we missed collecting critical product details that would have changed our approach. Can we walk through a scenario where the model number was unknown and how that impacts our troubleshooting?
3
You provided some mesh compatibility guidance that contradicted our KB. Let's review the velop_mesh_compatibility.md together to ensure we're all aligned on generation mixing rules.
4
Your factory reset instructions were technically accurate, but the duration differed from KB. How can we ensure we always reference the exact reset times documented for each model?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134231INBOUND↩ cb | 2026-06-22 | — | 1.3 | 2 | 1 | 1 | 52.7% Needs Improvement | E5400 | CONNECTIVITY | Advised customer to contact ISP and call back if needed. No fix confirmed or actionable path provided. |
| #LTS00134253INBOUND | 2026-06-22 | — | 1.4 | 1 | 1 | 3 | 0.0% Needs Improvement | WHW01 | NO TROUBLESHOOTING NEEDED | Agent promised to email setup instructions and suggested customer call back for assistance. No valid technical resolution provided. |
| #LTS00134231INBOUND↩ cb | 2026-06-22 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Agent advised purchasing a new router; no technical fix confirmed. |
| #LTS00134305INBOUND | 2026-06-22 | — | 2 | 1 | 2 | 3 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Ticket created; customer will follow up after checking router settings locally. |
| #TE00134332INBOUND | 2026-06-22 | — | 2.8 | 5 | 2 | 3 | 39.3% Needs Improvement | MX6200 | CONFIGURATION | Escalated to Level-2 support; callback promised within 24-48 hours. |
| #LTS00134341INBOUND | 2026-06-22 | — | 2.9 | 5 | 2 | 2 | 14.6% Needs Improvement | EA8100 | SETUP | Provided correct setup instructions but did not confirm success; offered paid support; call ended without resolution. |
| #LTS00134492INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 1 | 16.0% Needs Improvement | MR8300 | ACCESS | Admin password reset completed via recovery key; no further verification or next steps provided. |
| #LTS00134506INBOUND | 2026-06-23 | — | 2.9 | 4 | 2 | 3 | 66.5% Needs Improvement | MR7310 | SETUP | Provided reset instructions; offered email follow-up (incorrect address). No confirmed fix. |
| #LTS00079429INBOUND | 2026-06-23 | — | 2.8 | 2 | 2 | 2 | 78.7% Developing | MX6200 | SETUP | Customer confirmed internet is working; no further action required. Firmware update recommended for later. |
| #LTS00134602INBOUND | 2026-06-24 | — | 2.9 | 3 | 2 | 2 | 91.9% Meets / Exceeds | MX2000 | SETUP | Internet restored; advise to place child nodes 2‑3 ft from the parent, wait for them to turn solid blue, then configure SSID/password if desired. |
| dc03d50e-6ff7-11f1-890e-42010a62006fINBOUND | 2026-06-24 | — | 3.2 | 2 | 3 | 3 | — | MX4200 | GENERAL INQUIRY | Confirmed compatibility; incorrectly advised that MX-20MS3 nodes would display solid purple LED when ready to be added (should be solid blue per KB). |
| #LTS00134657INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 58.8% Needs Improvement | A0303 | CONNECTIVITY | Agent will email step-by-step instructions for resetting and re-adding the extenders; optional paid support offered. |
| fecce5ba-7012-11f1-9b72-42010a62006fINBOUND | 2026-06-24 | — | 2.4 | 3 | 2 | 3 | 37.6% Needs Improvement | CONNECTIVITY | Node briefly came online but reverted to blinking red. Issue unresolved; customer advised to call back if problem persists. | |
| #LTS00132316INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 3 | — | MX8500 | ACCESS | Customer to power-cycle router and, if needed, perform a factory reset; no further verification or recovery-key guidance provided. |
| #LTS00134815INBOUND | 2026-06-25 | — | 3.1 | 3 | 2 | 3 | 0.0% Needs Improvement | EA7200 | CONNECTIVITY | Email with reset/setup instructions to be sent; customer may opt for paid support if needed. |
| #LTS00134842INBOUND | 2026-06-25 | — | 3.4 | 5 | 3 | 3 | 82.3% Developing | MX6200 | SETUP | Agent will email setup instructions; customer to perform setup and reset child nodes if needed. Customer instructed to call back if issues persist. |
| 0ba3d0be-70e0-11f1-b894-42010a623f91INBOUND | 2026-06-25 | — | 4.8 | 5 | 4 | 4 | 95.2% Meets / Exceeds | MX6200 | CONNECTIVITY | Customer successfully reconnected to Wi-Fi and confirmed internet is working. No further steps needed. |
| #LTS00134942INBOUND | 2026-06-26 | — | 1.8 | 1 | 1 | 2 | 63.2% Needs Improvement | SPNMX57CF | ACCESS | Customer instructed to remove unknown devices and re-add them after identifying via MAC address; no confirmation of success or model verification. |
| #LTS00134950INBOUND | 2026-06-26 | — | 2.8 | 2 | 2 | 3 | 57.5% Needs Improvement | MX4200 | SETUP | Agent will email step-by-step reset and setup instructions; customer to perform reset and re-configure the mesh. |
| 0f9c086c-718a-11f1-8a62-42010a623f91INBOUND | 2026-06-26 | — | 4 | 5 | 4 | 3 | 94.1% Meets / Exceeds | MX2000 | CONNECTIVITY | TV reconnected to Wi-Fi; streaming apps now perform normally. |
| #LTS00134991INBOUND↩ cb | 2026-06-26 | — | 1.4 | 1 | 1 | 3 | — | MR7350 | CONFIGURATION | None provided; call ended without actionable guidance or explanation of incompatibility. |
| #LTS00134991OUTBOUND↩ cb | 2026-06-26 | — | 2.8 | 1 | 1 | 3 | — | MR7350 | CONFIGURATION | Agent will email detailed bridge‑mode and child‑node setup instructions to the customer. |
| 79ab89c6-7194-11f1-bd58-42010a62006fINBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | AE6000 | CONNECTIVITY | Agent stated the device is no longer supported; no further action or guidance provided. |
| #LTS00135003INBOUND | 2026-06-26 | — | 1.4 | 2 | 1 | 2 | 16.7% Needs Improvement | E7350 | CONNECTIVITY | Agent sent email with factory-reset and setup instructions; call ended without confirmation of resolution or next steps. |