Coaching Summary
Performance is improving in resolution ownership but requires strengthening technical accuracy, especially around reset procedures and WAN verification.
Tends to skip upstream WAN/modem checks and provide model-specific reset durations that exceed KB guidelines.
Key calls: #LTS00134271, #LTS00134300, #TE00043142
Risk Flags
Critical Dimension Below Threshold
Provided accuracy scores below 2.5 in 5 calls this week, with material technical inaccuracies causing unresolved issues.
ExampleIn #LTS00134300, claimed E2500 supports Wi-Fi 7 and omitted WAN checks, leading to unresolved connectivity.
Correct behavior: Follow KB accuracy guidelines: verify model capabilities, check WAN status, and avoid unsupported claims.
Impact: Customer experienced prolonged downtime and frustration due to misdiagnosis.
Related: #LTS00134300, #LTS00134470, #LTS00134498
Escalated but Unresolved
Escalated case #TE00043142 lacked follow-up documentation and had no confirmed resolution from L2.
ExampleEscalation noted in call but no HappyFox case created, leaving customer without a tracked resolution path.
Correct behavior: Always create a HappyFox case when escalating and confirm L2 resolution details.
Impact: Customer remains unsupported with no case tracking or callback confirmation.
Related: #TE00043142
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 23 |
| Technical Accuracy | 2.87 | 23 |
| Protocol | 2.26 | 23 |
| Communication | 2.78 | 23 |
V2 Rubric (Shadow Grading)
V2 overall: 63.53% across 22 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.93 |
| Technical Accuracy | 3.05 |
| Communication | 3.81 |
| Customer Ownership | 4.22 |
| Escalation Judgment | 2.71 |
| Customer Experience | 3.2 |
- Partial Resolution: 11
- Successful Resolution: 5
- Unresolved: 5
- Appropriate Escalation: 1
Score Diagnostics
Based on 23 calls reviewed this week.
Technical Findings
improvement
Advised 30-second reset on WHW03 nodes instead of 10-20 seconds per KB; caused persistent dropout issues in #LTS00134271.
#LTS00134271 · call 4265e1c0-6e4f-11f1-96a2-42010a623f91
improvement
Claimed E2500 supports Wi-Fi 7 (impossible) and omitted WAN status checks in #LTS00134300, leading to unresolved connectivity.
#LTS00134300 · call b951aeae-6e5e-11f1-a33c-42010a62006f
improvement
Failed to verify modem/WAN LED before concluding router fault in #LTS00134470; critical diagnostic step omitted.
#TE00043142 · call 2b193536-70ab-11f1-a706-42010a62006f
strength
Correctly applied 5-press pairing for MX6200 parent node in #LTS00134618, resolving child node connectivity issues.
#LTS00134618 · call 2aeca43a-6fde-11f1-b6da-42010a62006f
strength
Guided successful mesh re-addition via Linksys app in #LTS00134844 despite initial misidentification of Atlas 6 as MX2000.
#LTS00134844 · call f7f09e94-70d5-11f1-84a7-42010a62006f
Call Handling Findings
- Reset Procedure AccuracyFollow KB reset times (10-20 seconds) and verify LED behavior per device model before instructing customers.
- WAN/Modem VerificationAlways confirm modem/WAN connectivity (LED status, signal strength) before proceeding with router diagnostics.
Calibration Notes
- Auto-zero triggered due to materially incorrect technical guidance (30s reset on WHW03) despite high communication score; human review needed for T3 accuracy.
- Auto-zero triggered for Wi-Fi 7 claim on E2500; verify KB alignment for legacy device support statements.
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00043142high
No HappyFox case was created despite escalation being documented in resolution_or_next_step; this creates a support gap.
Grader says: Escalated to Level-2 support; callback promised within 2-3 hours.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled the MX5300 mesh setup in #LTS00134345 with great patience and clear guidance—that's a solid example of ownership and technical process.
2
In several calls this week, reset durations were stated as 30 seconds even though KB specifies 10-20 seconds for these models. How do you approach verifying KB reset times?
3
You mentioned skipping WAN checks in a few connectivity cases. Let's walk through the WAN verification steps to ensure we capture upstream issues early.
4
When escalating cases like #TE00043142, creating a HappyFox case and confirming L2 resolution details is critical. How can we build that into our escalation workflow?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134271INBOUND | 2026-06-22 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | WHW03 | ACCESS | Offered $15 paid support (declined); recommended purchasing MX6200 system as replacement. |
| #LTS00134286INBOUND | 2026-06-22 | — | 2.8 | 2 | 2 | 2 | 59.9% Needs Improvement | WHW03 | ACCESS | Offered paid support ($15) for further troubleshooting; will email reset instructions. |
| #LTS00134300INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 3 | 0.0% Needs Improvement | E2500 | CONNECTIVITY | Agent will email the customer step-by-step reset/re-configuration instructions. |
| #LTS00134345INBOUND | 2026-06-22 | — | 3.9 | 5 | 2 | 4 | 95.8% Meets / Exceeds | MX5300 | SETUP | Node reset and added successfully; customer can now place the node where desired and optionally connect it via Ethernet. |
| #LTS00134357INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 54.5% Needs Improvement | WHW03 | SETUP | Email the customer step-by-step reset and re-configuration instructions. |
| #LTS00134470INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 2 | 54.3% Needs Improvement | E8450 | SETUP | Suggested the router may be defective and recommended purchasing a newer Linksys router without proper diagnostic or warranty verification. |
| #LTS00134498INBOUND | 2026-06-23 | — | 1.6 | 1 | 1 | 2 | 49.3% Needs Improvement | WHW01 | SETUP | Customer to perform extended reset and await email with steps; no actionable path confirmed. |
| #LTS00134516INBOUND | 2026-06-23 | — | 2.8 | 2 | 2 | 3 | 26.4% Needs Improvement | E5400 | ACCESS | Customer to perform factory reset, reconnect using default Wi-Fi credentials, and complete router setup via the web UI. Agent will email detailed instructions. |
| 1eaf3fcc-6f46-11f1-8b5b-42010a62006fINBOUND | 2026-06-23 | — | 2.2 | 5 | 2 | 3 | 78.5% Developing | WHW03 | SETUP | Agent promised to email reset instructions but did not collect email; customer may attempt reset independently. |
| f183540e-6f52-11f1-bdd5-42010a623f91INBOUND | 2026-06-23 | — | 2.6 | 4 | 2 | 2 | 78.1% Developing | MBE7000 | CONNECTIVITY | Customer to monitor node for 24–48 hours, refresh app, and retry device connections; case number to be emailed. |
| #LTS00134618INBOUND | 2026-06-24 | — | 3.1 | 3 | 3 | 3 | 90.1% Meets / Exceeds | MX6200 | CONNECTIVITY | All child nodes are now solid green and reported online; monitor for 24-48 hours. |
| #LTS00134640INBOUND | 2026-06-24 | — | 3.5 | 5 | 4 | 3 | 70.3% Developing | EA8100 | CONNECTIVITY | Configure the card reader to use DHCP instead of a static IP. If issue persists, contact the POS provider for further configuration support. |
| #LTS00134649INBOUND | 2026-06-24 | — | 3.5 | 3 | 4 | 4 | 97.6% Meets / Exceeds | MX2000 | CONNECTIVITY | Nodes added successfully; mesh is online. Customer advised to relocate nodes after LEDs turn solid blue. |
| #LTS00134673INBOUND | 2026-06-24 | — | 3.5 | 5 | 2 | 3 | 89.6% Meets / Exceeds | WHW03 | CONNECTIVITY | Node reset to solid blue; advised to wait and relocate. Offered paid‑support if further issues arise. |
| #TE00043142INBOUND | 2026-06-25 | — | 2.8 | 3 | 3 | 2 | 54.9% Needs Improvement | MBE7000 | CONNECTIVITY | Escalated to Level-2 support; callback promised within 2-3 hours. |
| #LTS00134784INBOUND | 2026-06-25 | — | 4 | 5 | 4 | 3 | 55.5% Needs Improvement | E1200 | NO TROUBLESHOOTING NEEDED | Confirmed that multiple routers can be used, each with its own Wi-Fi name, and advised that the E1200 is legacy and no longer supported. |
| #LTS00134789INBOUND | 2026-06-25 | — | 3.3 | 5 | 3 | 3 | 69.4% Needs Improvement | WHW03 | SETUP | Agent offered to send step-by-step reset and reconfiguration instructions via email. Customer accepted this path. |
| 67f87218-70bb-11f1-9a8c-42010a62006fINBOUND | 2026-06-25 | — | 1.1 | 1 | 1 | 2 | — | SETUP | None - call ended without action. | |
| 2c437a46-70bc-11f1-85d8-42010a660053OUTBOUND | 2026-06-25 | — | 2.8 | 2 | 2 | 4 | 80.0% Developing | MX2000 | CONNECTIVITY | Informed customer no current Linksys router supports 5 Gbps WAN; offered to relay feedback to product team. |
| #LTS00134844INBOUND | 2026-06-25 | — | 4 | 4 | 2 | 3 | 100.0% Meets / Exceeds | MX2000 | SETUP | Node successfully added and operational; customer can place it in desired location. |
| #GI00134855INBOUND | 2026-06-25 | — | 2.9 | 2 | 2 | 3 | 95.8% Meets / Exceeds | LN1100 | CONFIGURATION | Customer accessed router interface, confirmed password requirements for both networks, and understands device management. |
| #LTS00085528INBOUND | 2026-06-25 | — | 2.8 | 1 | 3 | 3 | 87.0% Meets / Exceeds | VLP01 | SETUP | Agent will email a step-by-step guide; customer to complete setup via the Linksys app. |
| e145e7c8-7173-11f1-a579-42010a623f91INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 10.7% Needs Improvement | MR7350 | CONNECTIVITY | Advised that the router is bricked and recommended purchasing a new unit. |