Coaching Summary
Performance is improving in resolution rate but technical accuracy remains a critical concern, with frequent misguidance and protocol skips.
Tends to provide incorrect technical information and bypass basic troubleshooting steps, especially on connectivity and configuration issues.
Key calls: #GI00134311, #LTS00134547, #LTS00134378
Risk Flags
Incorrect Guidance
Provided invalid support URLs and misstated device capabilities across 18 calls this week.
ExampleIn #GI00134311, agent directed customer to support.linux.com, a non-Linksys domain, risking security and trust.
Correct behavior: Always use support.linksys.com and verify all information against the KB before sharing.
Impact: Customer received misleading information, leading to confusion and potential security exposure.
Related: #GI00134311, #LTS00134511, #TE00134390
Avoidance/Evasion
Skipped basic diagnostics and immediately offered paid support on out-of-warranty devices in 7 calls.
ExampleIn #LTS00134547, the agent declared the EA6350 unsupported and pushed paid support without testing WAN or power-cycling.
Correct behavior: Provide best-effort troubleshooting for all devices regardless of warranty status; follow universal_escalation_guide.md.
Impact: Customer was denied free resolution options, leading to frustration and perceived unfairness.
Related: #LTS00134547, #LTS00135024, #LTS00134992
Protocol Violation
Failed to collect model/serial numbers or verify warranty status before troubleshooting in 12 calls.
ExampleIn #LTS00134983, the agent began troubleshooting without confirming the MR9000 model or serial number.
Correct behavior: Always collect model, serial, and warranty info before proceeding with diagnostics.
Impact: Inefficient calls and potential misapplication of solutions due to missing device context.
Related: #LTS00134983, #LTS00134892, #LTS00134889
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.05 | 35 |
| Technical Accuracy | 1.57 | 35 |
| Protocol | 1.6 | 35 |
| Communication | 1.89 | 35 |
V2 Rubric (Shadow Grading)
V2 overall: 32.6% across 34 v2-scored calls this week13 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.65 |
| Technical Accuracy | 2.0 |
| Communication | 1.95 |
| Customer Ownership | 2.28 |
| Escalation Judgment | 2.19 |
| Customer Experience | 1.32 |
- Unresolved: 23
- Successful Resolution: 7
- Partial Resolution: 3
- Appropriate Escalation: 1
Score Diagnostics
Based on 35 calls reviewed this week.
Technical Findings
improvement
Provided incorrect support URL 'support.linux.com' instead of support.linksys.com, posing security and trust risk.
#GI00134311 · call b029c530-6e65-11f1-9bd5-42010a62006f
improvement
Declared EA6350 end-of-support falsely, preventing valid troubleshooting and directing customer to paid support.
#LTS00134511 · call 0fd7e6ee-6f3b-11f1-a33c-42010a62006f
improvement
Used 5-press pairing on MX6200 without verifying firmware version, contradicting KB guidance on model-specific reset procedures.
#LTS00134378 · call 2d27b33a-6e93-11f1-ad95-42010a623f91
improvement
Skipped WAN/PPPoe verification and power-cycle before closure on MR9000 connectivity issue, increasing callback risk.
#LTS00135024 · call 95802968-719e-11f1-bca3-42010a623f91
strength
Successfully executed 5-press reset and node reconfiguration on WHW03 mesh, restoring internet connectivity.
#LTS00134809 · call 89cf9020-70c9-11f1-98f3-42010a62006f
Call Handling Findings
- Technical accuracyVerify all URLs and device specifications against KB before sharing; use support.linksys.com for all resources.
- Troubleshooting depthFollow universal_escalation_guide.md: verify WAN/PPPoe, power-cycle, and check firmware before escalation or closure.
Calibration Notes
- High overall score (36.7%) despite appropriate escalation; review to ensure escalation criteria were met and customer was properly handed off.
- Partial resolution with strong technical accuracy but communication and effort reduction need improvement; verify if speed test was confirmed.
Callback Chains
No callback chains detected.
Documentation Mismatches
#GI00134311high
Agent documented no troubleshooting steps despite the call being marked unresolved; critical omission as customer was sent away with incorrect information.
Grader says: Unresolved - agent provided no valid technical guidance
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you captured model and serial numbers accurately in several calls—this is essential for precise support. Let's discuss how we can build on this strength while improving technical accuracy.
2
You've had instances where incorrect URLs and device capabilities were shared. How do you feel about implementing a quick KB check before providing any resource or specification?
3
When handling connectivity issues, we aim to complete WAN checks, power-cycles, and firmware verification before escalation. Can we walk through a scenario to reinforce this flow?
4
Some calls showed a tendency to offer paid support early. Let's explore how to balance warranty awareness with best-effort troubleshooting to reduce customer frustration.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00134311INBOUND | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX4200 | HARDWARE | Suggested purchasing a new MX4200 or MX2000 on Amazon; provided incorrect support URL and no technical guidance. |
| 6fc62b68-6e70-11f1-8c77-42010a62006fINBOUND | 2026-06-22 | — | 1 | 1 | 1 | 1 | 35.8% Needs Improvement | LN1100 | SETUP | No resolution achieved. Agent disconnected without providing a next step or escalation path. |
| #LTS00134360INBOUND↩ cb | 2026-06-22 | — | 1.8 | 4 | 2 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | not_fixed |
| #LTS00134360INBOUND↩ cb | 2026-06-22 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Customer to email receipt to fd86925@me.com and call back for further support. |
| #LTS00134378INBOUND | 2026-06-22 | — | 2.8 | 1 | 2 | 2 | 72.4% Developing | MX6200 | CONNECTIVITY | Speed improved after node reset; customer will complete final node placement and verify stability later. |
| #TE00134390INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 2 | 36.7% Needs Improvement | MBE70 | CONFIGURATION | Escalated to higher-level support; ticket 00134390 created; callback scheduled for next day between 4–5 PM PT. |
| #LTS00134511INBOUND | 2026-06-23 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | ACCESS | None provided; agent incorrectly stated device is end-of-support. |
| #LTS00134520INBOUND | 2026-06-23 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | MR9610 | CONNECTIVITY | Customer advised to test modem directly and reset router if needed; offered AI tool and paid support. No steps were executed during the call. |
| #LTS00134530INBOUND | 2026-06-23 | — | 2.8 | 3 | 2 | 2 | 18.3% Needs Improvement | MX6200 | CONNECTIVITY | Customer to monitor for future drops, test direct connection to modem during next outage, and call back if issue persists. |
| #LTS00134539INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 1 | 31.2% Needs Improvement | RE7350 | CONFIGURATION | Offered AI self-help tool and $15 paid-support session; customer declined and ended call. |
| #LTS00134541INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 3 | 79.2% Developing | E2500 | ACCESS | Password-reset email resent; customer advised to check inbox (no spam guidance or fallback path provided). |
| #LTS00134546INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 30.4% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00134547INBOUND | 2026-06-24 | — | 2.8 | 4 | 1 | 2 | 0.0% Needs Improvement | E7350 | CONNECTIVITY | Directed to support.linksys.com AI tool; offered paid support (declined). No fix applied. |
| #LTS00134549INBOUND | 2026-06-24 | — | 1 | 1 | 1 | 1 | 65.4% Needs Improvement | MX2000 | CONNECTIVITY | not_fixed |
| 9653eb4e-6ff6-11f1-9057-42010a62006fINBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 2 | 86.1% Meets / Exceeds | SPNMX507 | CONNECTIVITY | Camera connectivity restored after SSID rename and channel change to 11. |
| #LTS00134663INBOUND | 2026-06-24 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA7300 | CONFIGURATION | Offered paid K-Nex support and directed to invalid AI-tool URL (support.linxes.com); no technical resolution. |
| #LTS00134674INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 61.2% Needs Improvement | WHW03 | CONNECTIVITY | Sent instructional video email and offered paid support; no technical fix applied. |
| #LTS00134685INBOUND | 2026-06-24 | — | 1.8 | 1 | 2 | 2 | 25.3% Needs Improvement | LN1100 | CONNECTIVITY | Callback scheduled; email sent for proof of purchase; further troubleshooting pending. |
| #LTS00110205INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 3 | 43.2% Needs Improvement | WHW03 | CONNECTIVITY | Advised to consider adding another WHW03 node or a range extender; no specific configuration steps provided. |
| #LTS00134822INBOUND | 2026-06-25 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Customer re-paired the child node via the bridge node’s Wi-Fi; node now works. |
| #LTS00134809INBOUND | 2026-06-25 | — | 2.8 | 3 | 1 | 2 | 81.9% Developing | WHW03 | CONNECTIVITY | Router reset and 5-press pairing completed; internet restored per customer report. No further action required. |
| #LTS00134854INBOUND | 2026-06-25 | — | 1.8 | 1 | 2 | 2 | 43.5% Needs Improvement | EA6350 | CONFIGURATION | Customer advised to consult online support articles, but was given invalid URLs and no specific troubleshooting steps. |
| #LTS00134859INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 70.9% Developing | WHW01 | CONFIGURATION | New node paired and online; customer advised to place node and test printer later. |
| #LTS00134875INBOUND | 2026-06-25 | — | 1.7 | 1 | 1 | 2 | 67.4% Needs Improvement | EA7450 | CONNECTIVITY | Internet restored after Wi-Fi settings were updated. |
| #LTS00134880INBOUND | 2026-06-25 | — | 3.2 | 2 | 4 | 3 | 86.1% Meets / Exceeds | MR7350 | CONFIGURATION | Internet connectivity restored; router is operational. |
| #LTS00134887INBOUND | 2026-06-26 | — | 1.7 | 1 | 1 | 3 | 0.0% Needs Improvement | EA7300 | ACCESS | Customer directed to AI self-help tool; no technical resolution confirmed. |
| #LTS00134889INBOUND | 2026-06-26 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | Agent will send a video link with setup instructions via text. |
| #LTS00134893INBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | No resolution achieved; no escalation, follow-up, or self-help path provided. |
| #LTS00134975INBOUND | 2026-06-26 | — | 2.8 | 1 | 4 | 2 | 55.0% Needs Improvement | MX4200 | CONFIGURATION | Node added to mesh; signal improved per customer report; customer to email receipt for warranty update. |
| #LTS00134983INBOUND | 2026-06-26 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR9000 | ACCESS | Offered paid support ($15) and AI self-service tool; no technical fix provided. |
| #LTS00134992INBOUND | 2026-06-26 | — | 1.6 | 1 | 1 | 2 | 52.6% Needs Improvement | MR7350 | CONNECTIVITY | Agent promised to email a video tutorial; no further troubleshooting or escalation was performed. |
| #GI00135009INBOUND | 2026-06-26 | — | 2.8 | 2 | 2 | 2 | 43.9% Needs Improvement | WRT1900AC | CONFIGURATION | Customer self-diagnosed stale port rule; agent provided no verification or follow-up. |
| #LTS00135014INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MR7500 | SETUP | Offered AI tool (invalid URL), email video, or paid support; no technical fix applied. |
| #GI00135018INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | — | WUSB6300 | SETUP | None – call ended without resolution. |
| #LTS00135024INBOUND | 2026-06-26 | — | 2.8 | 1 | 1 | 2 | 21.8% Needs Improvement | MR9000 | CONNECTIVITY | Customer will wait for ISP-provided replacement router. |