Coaching Summary
Performance shows decline in technical accuracy and protocol adherence this week
Tendency to avoid standard troubleshooting steps and prematurely offer paid support
Key calls: #LTS00134269, #LTS00134308, #LTS00134342
Risk Flags
Avoidance/Evasion
Failed to perform any diagnostic steps before offering paid support in 5 calls this week
ExampleCall #LTS00134269: Agent immediately offered $15 paid support without any troubleshooting despite issue being within L1 scope
Correct behavior: Perform KB-recommended diagnostics (modem test, reboot, node reset) before escalating to paid support
Impact: Customer left without resolution, potential loss of trust and repeat call
Related: #LTS00134269, #LTS00134308, #LTS00134369
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.05 | 33 |
| Technical Accuracy | 2.36 | 33 |
| Protocol | 1.52 | 33 |
| Communication | 2.03 | 33 |
V2 Rubric (Shadow Grading)
V2 overall: 34.05% across 31 v2-scored calls this week12 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.84 |
| Technical Accuracy | 2.1 |
| Communication | 2.04 |
| Customer Ownership | 2.5 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.62 |
- Unresolved: 16
- Partial Resolution: 6
- Successful Resolution: 6
- Appropriate Escalation: 2
- Ownership Gap: 1
Score Diagnostics
Based on 33 calls reviewed this week.
Technical Findings
improvement
Incorrectly assumed out-of-warranty status without verification; customer stated nodes were recently added and believed warranty was active.
#LTS00134269 · call 7242f8b6-6e4e-11f1-ab65-42010a62006f
improvement
Failed to guide the customer through the correct admin password recovery method using the five-digit recovery key for WHW03V2.
#LTS00134308 · call 74270630-6e63-11f1-a470-42010a623f91
Call Handling Findings
- Diagnostic OmissionAlways confirm internet connectivity via modem test or speed test before initiating mesh-specific troubleshooting.
- Inconsistent Reset GuidanceStandardize reset instructions per KB: 20-second factory reset for initial setup, 5-press pairing for node recovery.
Calibration Notes
- Auto-zero applied for avoidance/evasion despite high customer experience score - requires QA review of grading inconsistency
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134269high
Agent documented a paid support offer as resolution while grader assessed complete avoidance of L1 responsibilities.
Grader says: Agent offered $15 paid assistance without performing any troubleshooting; no resolution or self-help guidance provided.
Agent documented: Linksys company Spectrum Lisa Menuto 2 nodes... told her about OOW process... she said $15 to fixed the issue?
Suggested Coaching Conversation
1
I noticed you efficiently registered several mesh systems this week - that thorough approach really helps customers avoid future issues. Let's discuss how we can apply that same thoroughness to our troubleshooting process.
2
In several calls, we jumped to paid support before exhausting free troubleshooting options. How can we balance protocol requirements with customer expectations?
3
Let's review the WAN verification steps from universal_isp_modem_diagnostics.md - ensuring we cover these in every connectivity call.
4
Your reset instructions varied between calls - let's standardize on KB-recommended methods to ensure consistency and prevent hardware stress.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134269INBOUND | 2026-06-22 | — | 1.7 | 3 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent offered $15 paid assistance without performing any troubleshooting; no resolution or self-help guidance provided. |
| #LTS00134281INBOUND | 2026-06-22 | — | 3.2 | 4 | 2 | 2 | 75.7% Developing | WHW03 | CONNECTIVITY | All nodes are now online (solid blue) and child nodes are added in the app; issue resolved. |
| #LTS00134308INBOUND | 2026-06-22 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | ACCESS | Customer declined paid support due to confusion and lack of confidence; no troubleshooting completed, no self-help provided. |
| #LTS00134329INBOUND | 2026-06-22 | — | 2.6 | 4 | 2 | 2 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Agent advised testing direct modem connection; no confirmation or further guidance provided. Paid support option discussed but not pursued. |
| #LTS00134342INBOUND | 2026-06-22 | — | 3.6 | 5 | 2 | 3 | 95.8% Meets / Exceeds | MX4200 | SETUP | Node added; both parent and child are solid blue and online. |
| #LTS00134351INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Node returned to solid blue; customer advised to call back if issue recurs. |
| #LTS00134356INBOUND | 2026-06-22 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Agent advised the device is obsolete; no actionable next step provided. |
| #LTS00134369INBOUND↩ cb | 2026-06-22 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | RE7350 | CONFIGURATION | None – agent did not provide any troubleshooting or next step. |
| #LTS00134374INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 15.8% Needs Improvement | E5400 | ACCESS | Agent will email a custom guide to hrewz86@yahoo.com. |
| #LTS00134369INBOUND↩ cb | 2026-06-22 | — | 1.7 | 3 | 1 | 2 | 0.0% Needs Improvement | RE7350 | CONFIGURATION | None – call ended after IVR. |
| #LTS00122773OUTBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 61.5% Needs Improvement | RE6400 | CONFIGURATION | Customer will move the node closer, attempt to re‑add it, and follow the emailed guide. |
| #LTS00134472INBOUND | 2026-06-23 | — | 1.6 | 1 | 1 | 2 | 11.1% Needs Improvement | VLP01 | CONNECTIVITY | Agent advised purchasing a new router (non-existent MX20MS3 or MX2000) and recreating the same SSID/password. No troubleshooting or valid resolution provided. |
| 147ce10c-6f24-11f1-a207-42010a623f91INBOUND | 2026-06-23 | — | 2.8 | 5 | 3 | 2 | 49.1% Needs Improvement | MX4200 | CONNECTIVITY | Monitor the network for the next 24–48 hours; if buffering returns, reopen case #00127082 for further troubleshooting or escalation. |
| #LTS00134486INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 3 | 83.1% Developing | MX2000 | CONNECTIVITY | Customer was told to complete the firmware update and connect devices to the new Wi-Fi; no confirmation of successful internet connectivity was obtained. |
| #GI00134497INBOUND | 2026-06-23 | — | 4.6 | 5 | 2 | 4 | — | GENERAL INQUIRY | Device registration completed; warranty information provided. | |
| #LTS00134519INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | — | WHW01 | CONNECTIVITY | Agent stated the unit is out of warranty and cannot be serviced; no further action offered. |
| c5e0b35c-6f46-11f1-8b5b-42010a62006fINBOUND | 2026-06-23 | — | 1.5 | 1 | 1 | 1 | 28.0% Needs Improvement | WHW01 | HARDWARE | Customer will call back to arrange $15 paid-support session. |
| #LTS00134536INBOUND↩ cb | 2026-06-23 | — | 4.1 | 5 | 3 | 3 | 41.2% Needs Improvement | EA7500 | ACCESS | Contact HOA or Ennexis ISP to obtain a new Wi-Fi password. |
| #LTS00134536INBOUND↩ cb | 2026-06-23 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | ACCESS | Customer to try Wi-Fi password from label (incorrect advice); no valid recovery path provided. |
| #LTS00134542INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | ACCESS | No resolution; agent did not provide a workable method to access the router. |
| #LTS00123270INBOUND | 2026-06-24 | — | 3.2 | 4 | 2 | 3 | 93.8% Meets / Exceeds | MR7350 | CONNECTIVITY | Nodes are online; move attic node closer to improve signal strength. |
| #LTS00134637INBOUND | 2026-06-24 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | No resolution achieved; customer declined further troubleshooting and requested warranty claim. Agent failed to provide valid next step or verify warranty eligibility. |
| #LTS00134651INBOUND | 2026-06-24 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Customer declined paid support and ended the call; no technical resolution or self-help guidance was provided. |
| #LTS00134658INBOUND↩ cb | 2026-06-24 | — | 1.4 | 1 | 1 | 2 | 84.5% Developing | WHW01 | CONFIGURATION | Advised that the main node is likely defective but provided no clear next step for replacement or setup. Customer left without actionable guidance. |
| 1535da1a-700d-11f1-8492-42010a62006fINBOUND | 2026-06-24 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | ACCESS | Customer to perform a factory reset and use the default Wi‑Fi/admin password printed on the router label; if still unable to log in, advise contacting Linksys support again. |
| #LTS00134658INBOUND↩ cb | 2026-06-24 | — | 3.2 | 3 | 2 | 3 | 95.8% Meets / Exceeds | WHW01 | CONFIGURATION | Wi-Fi name and password changed; customer to reconnect TV and other devices. |
| #LTS00117879INBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 2 | 59.2% Needs Improvement | WHW03 | SETUP | Reset and reconfigure the Netgear extender downstairs; contact Netgear support if the problem persists. |
| 28bc240a-7016-11f1-a124-42010a660053OUTBOUND | 2026-06-24 | — | 1.1 | 1 | 1 | 2 | 60.5% Needs Improvement | GENERAL INQUIRY | Escalated to Level-2 without valid troubleshooting or scope confirmation. | |
| #LTS00134773INBOUND | 2026-06-25 | — | 1 | 1 | 1 | 1 | 28.6% Needs Improvement | EA7450 | CONNECTIVITY | not_fixed |
| #LTS00134969INBOUND | 2026-06-26 | — | 2.6 | 4 | 2 | 2 | 48.9% Needs Improvement | WHW03 | CONNECTIVITY | Customer to power-cycle the child nodes as instructed and re-run a speed test; agent to follow up to confirm improvement. |
| #LTS00134993INBOUND | 2026-06-26 | — | 1.8 | 4 | 1 | 1 | 0.0% Needs Improvement | RE6400 | CONFIGURATION | Offered $15 paid support; no technical fix or self-help guidance provided. |
| 1a092532-7199-11f1-9b72-42010a62006fINBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 33.6% Needs Improvement | Unclassified | not_fixed | |
| #LTS00135028INBOUND | 2026-06-26 | — | 1.8 | 1 | 1 | 3 | 89.3% Meets / Exceeds | EA6350 | CONFIGURATION | Factory reset completed; customer connected to default Wi-Fi. Customer must now log into router at http://192.168.1.1 or http://myrouter.local using default admin password 'admin' to reconfigure settings. No further guidance provided. |