Coaching Summary
Performance this week shows a need for improvement, with an average overall score of 2.2 and unresolved cases due to incomplete troubleshooting.
Inconsistent application of troubleshooting protocols led to skipped steps, misdirected customer guidance, and unresolved issues.
Key calls: #LTS00134890, #GI00134898
Risk Flags
Critical dimension below threshold
Call had accuracy score 1 and protocol score 1, both below threshold.
ExampleThe agent incorrectly referred the customer to Cisco support and failed to perform any troubleshooting steps for the BEFSR41 hardware issue.
Correct behavior: Follow KB troubleshooting steps for hardware faults and use correct referral paths per universal_support_contacts.md.
Impact: Customer was misdirected and received no valid assistance, leading to frustration and unresolved issue.
Related: #GI00134898
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.2 | 2 |
| Technical Accuracy | 2.5 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 8.34% across 2 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 1.88 |
| Communication | 1.25 |
| Customer Ownership | 0.0 |
| Escalation Judgment | — |
| Customer Experience | 0.0 |
- Unresolved: 2
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Skipped Step 2 of the Velop connectivity flow – no modem-direct speed test.
#LTS00134890 · call 130043d2-70ff-11f1-80d6-42010a623f91
improvement
Did not verify WAN/internet status on the router dashboard.
#LTS00134890 · call 130043d2-70ff-11f1-80d6-42010a623f91
improvement
Incorrectly referred the customer to Cisco for a Linksys product, contradicting KB guidance (universal_support_contacts.md).
#GI00134898 · call 0a5d6984-710a-11f1-9856-42010a62006f
improvement
Did not perform any basic troubleshooting steps (e.g., power cycle, LED check) despite KB guidance for hardware faults.
#GI00134898 · call 0a5d6984-710a-11f1-9856-42010a62006f
strength
Accurately interpreted LED status (solid blue = online) for the MX2000 mesh node.
#LTS00134890 · call 130043d2-70ff-11f1-80d6-42010a623f91
Call Handling Findings
- Incomplete troubleshooting stepsSystematically complete all steps in the Velop connectivity flowchart, including modem-direct speed tests and router dashboard WAN checks, before concluding device-level issues.
- Misguided customer referralsRefer customers to the correct support channels per KB (e.g., support.linksys.com for self-help or paid support) and provide model-specific troubleshooting resources before suggesting external contacts.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly collected model and serial number details on both calls, ensuring accurate device identification — that's a solid foundation for effective troubleshooting.
2
Can you walk me through how you would verify WAN status on a mesh router before concluding device-level issues?
3
What resources do you use to confirm the appropriate referral path for a Linksys product, and how can we ensure we align with KB guidance?
4
When facing a hardware fault on a legacy device, what specific KB articles or troubleshooting steps do you reference first?
5
Let's review the Velop connectivity flowchart together to make sure all steps are systematically completed before closing a connectivity case.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134890INBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 3 | 16.7% Needs Improvement | MX2000 | CONNECTIVITY | Advised customer to troubleshoot the TV and desktop directly or contact the manufacturers; offered paid support for further router troubleshooting. |
| #GI00134898INBOUND | 2026-06-26 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | BEFSR41 | HARDWARE | Agent incorrectly advised contacting Cisco and offered to email the user manual. |