Coaching Summary
Performance shows technical accuracy gaps but strong escalation management; overall scores need improvement through better diagnostics.
Tends to skip foundational troubleshooting steps (modem reboot, WAN check) while excelling at mesh recovery procedures.
Key calls: #LTS00134249, #TE00116070, #LTS00134444
Risk Flags
Critical dimension below threshold
Accuracy score < 2.5 in 8 of 25 calls this week
ExampleProvided hallucinated support URL 'support_.onoldschool.com' in #LTS00134249
Correct behavior: Use only official support.linksys.com domain for all support URLs
Impact: Customer unable to access legitimate support resources, leading to extended downtime
Related: #LTS00134249, #LTS00134268, #LTS00134355
Escalated but unresolved
2 escalations this week with unresolved core issues
ExampleEscalated #TE00116070 without verifying ACS/ISP provisioning status
Correct behavior: Confirm ISP provisioning status before escalation attempts
Impact: Delayed resolution and extended customer frustration
Related: #TE00116070, #TE00134496
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.51 | 29 |
| Technical Accuracy | 2.48 | 29 |
| Protocol | 1.93 | 29 |
| Communication | 2.55 | 29 |
V2 Rubric (Shadow Grading)
V2 overall: 41.39% across 29 v2-scored calls this week7 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.0 |
| Technical Accuracy | 2.35 |
| Communication | 2.54 |
| Customer Ownership | 3.07 |
| Escalation Judgment | 2.69 |
| Customer Experience | 2.49 |
- Unresolved: 14
- Successful Resolution: 6
- Partial Resolution: 5
- Appropriate Escalation: 2
- Ownership Gap: 2
Score Diagnostics
Based on 29 calls reviewed this week.
Technical Findings
improvement
Provided incorrect support URL 'support_.onoldschool.com' in #LTS00134249; caused customer login failures.
#LTS00134249 · call ef7225fe-6e45-11f1-a9f1-42010a623f91
improvement
Instructed use of invalid IP [REDACTED_PHONE] for router access in #TE00116070; contradicted KB guidance.
#TE00116070 · call 4f2c29e2-6e4e-11f1-81e7-42010a62006f
strength
Correctly applied 5-press reset for MX4200 mesh recovery in #LTS00134444, per universal_5press_models.md.
#LTS00134444 · call c51e6778-6f0c-11f1-8bc7-42010a62006f
improvement
Claimed EA6900 is Netgear product in #LTS00134865; factual inaccuracy risking customer trust.
#LTS00134865 · call 44751e58-70e4-11f1-b27d-42010a623f91
improvement
Skipped WAN cable verification and modem reboot in #LTS00134984 despite solid red LED indicating ISP outage.
#LTS00134984 · call 9ca401b6-7198-11f1-8038-42010a623f91
Call Handling Findings
- Inaccurate Technical GuidanceVerify all URLs, password policies, and LED states against KB before providing guidance; use official support domains only.
- Incomplete TroubleshootingFollow universal_isp_modem_diagnostics.md: power-cycle modem, test connection at modem, verify WAN LED before router troubleshooting.
Calibration Notes
- Short call (duration_seconds: 1395) with auto-zero due to avoidance/evasion; needs human review of escalation justification vs. best-effort policy
- High overall score (4) but partial resolution due to incomplete node validation; needs review of mesh reintegration protocol
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134249low
Grader says: Customer to follow emailed instructions to reset router password and regain admin access; may purchase paid support if self-help fails.
Agent documented: Customer to follow emailed instructions to reset router password and regain admin access; may purchase paid support if self-help fails.
Suggested Coaching Conversation
1
Your mesh recovery work in #LTS00134444 was excellent—let's discuss how we can apply that same thoroughness to connectivity diagnostics.
2
In #LTS00134249, we provided incorrect support URLs. How can we ensure we always use official domains?
3
You've handled several escalations well, but let's review the diagnostic steps before escalation in #TE00116070 to avoid future gaps.
4
Your communication in #LTS00134444 was clear and empathetic. How can we maintain that tone while improving technical accuracy?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134249INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6100 | ACCESS | Customer to follow emailed instructions to reset router password and regain admin access; may purchase paid support if self-help fails. |
| #LTS00134260INBOUND | 2026-06-22 | — | 3.2 | 5 | 3 | 2 | 13.3% Needs Improvement | WRT1200AC | SETUP | Advised customer to use the AI tool on support.linksys.com or return the device for a replacement. |
| #LTS00134268INBOUND | 2026-06-22 | — | 2.9 | 2 | 2 | 3 | 91.7% Meets / Exceeds | SPNMX20CF | ACCESS | Password reset using recovery key completed; customer regained access to router settings. |
| #TE00116070INBOUND | 2026-06-22 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Escalated to Level 2 technical team; pending callback. |
| 49ee4978-6e5e-11f1-9bd5-42010a62006fINBOUND | 2026-06-22 | — | 1.8 | 1 | 1 | 3 | 41.9% Needs Improvement | MX2000 | CONNECTIVITY | Agent recommended the customer consider purchasing a newer router (MBE7000 or MX520) and to work with the ISP technician for line checks; no definitive fix was applied. |
| #LTS00134318INBOUND | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | 41.2% Needs Improvement | EA8300 | CONFIGURATION | Agent promised to email instructions for band separation but did not confirm delivery or content accuracy. |
| #LTS00134326INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 6.8% Needs Improvement | MX2000 | SETUP | Email with troubleshooting steps sent; customer instructed to follow the instructions and reset the routers. |
| #LTS00134340INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 50.4% Needs Improvement | MX5300 | CONNECTIVITY | Agent sent an email with troubleshooting guide and videos; customer will attempt the steps. |
| #LTS00134350INBOUND | 2026-06-22 | — | 1.4 | 1 | 2 | 2 | 61.2% Needs Improvement | RE6300 | SETUP | Agent claimed to send email with reset/re-setup instructions; customer advised to check spam and use AI tool. |
| #LTS00134355INBOUND | 2026-06-22 | — | 2.3 | 3 | 1 | 3 | 58.5% Needs Improvement | MR20MS | CONNECTIVITY | Email troubleshooting guide after receipt of proof of purchase. |
| #LTS00134362INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 12.5% Needs Improvement | E5400 | CONNECTIVITY | Customer advised to follow emailed troubleshooting steps or use the online support portal; no further action taken by agent. |
| #LTS00134444INBOUND | 2026-06-23 | — | 4 | 5 | 3 | 3 | 95.8% Meets / Exceeds | MX4200 | SETUP | All nodes successfully rejoined the mesh; network functional. |
| #LTS00134478INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 3 | 26.9% Needs Improvement | E2500 | CONFIGURATION | Sent email with URLs and password-reset guidance; customer to try the steps. |
| #TE00134496INBOUND | 2026-06-23 | — | 2.1 | 1 | 2 | 3 | 77.3% Developing | SPNMX20CF | SETUP | Escalated to Level 2 for advanced troubleshooting; callback scheduled. |
| #LTS00134523INBOUND | 2026-06-23 | — | 1.8 | 4 | 2 | 3 | 17.3% Needs Improvement | WHW03 | CONNECTIVITY | Customer was told they could call back for further assistance; no specific troubleshooting was given. |
| #LTS00134531INBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Advised customer to use the online AI support tool; no technical fix applied. |
| 779c81b4-6fda-11f1-8bc7-42010a62006fINBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 3 | 93.8% Meets / Exceeds | MX4200 | CONNECTIVITY | Node reached solid blue but not confirmed online (solid white). Customer to monitor after power-cycle. Further troubleshooting required if blinking red returns. |
| #LTS00134627INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | SETUP | All nodes returned to solid green, internet connectivity restored, Wi-Fi credentials updated via web interface. |
| #LTS00134662INBOUND | 2026-06-24 | — | 1.8 | 1 | 2 | 2 | 15.3% Needs Improvement | E5350 | CONNECTIVITY | Offered $15 paid-connect service or external technician (HP/Spectrum). Ticket #134662 created for follow-up. |
| #LTS00134756INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | SPNM60TB | CONNECTIVITY | Agent instructed customer to monitor connection for 24 hours after disabling Express Forwarding and to call back if buffering persists. |
| #LTS00134766INBOUND | 2026-06-25 | — | 1.5 | 1 | 1 | 3 | 63.7% Needs Improvement | SPNMX56TB | ACCESS | Customer to perform a factory reset and attempt admin login via myrouter.info (correct URL for SPNM series). |
| 1748a07e-70b9-11f1-bcb5-42010a62006fINBOUND | 2026-06-25 | — | 4.5 | 5 | 3 | 4 | 95.8% Meets / Exceeds | MX6200 | SETUP | Internet restored and mesh network fully operational; follow-up email with troubleshooting guidance sent. |
| #GI00134853INBOUND | 2026-06-25 | — | 3.9 | 5 | 3 | 3 | 33.5% Needs Improvement | E9450 | GENERAL INQUIRY | Advised that wireless client mode is not supported; customer will keep the router wired. |
| #LTS00134865INBOUND | 2026-06-25 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | EA6900 | CONNECTIVITY | Advised that no further firmware updates are available and recommended purchasing a new router. |
| #LTS00131865INBOUND | 2026-06-26 | — | 3.3 | 3 | 3 | 3 | 84.8% Developing | SPNMX20CF | CONFIGURATION | Purchase MX2000 node and follow emailed setup guide to add it to the existing mesh network. |
| 1c1c035e-717a-11f1-93fa-42010a623f91INBOUND | 2026-06-26 | — | 1.2 | 1 | 1 | 3 | 0.0% Needs Improvement | CONNECTIVITY | No valid resolution. Customer misled into believing issue was fixed. Correct next step: identify model, confirm Cognitive Mesh, use Pair button method or web UI to re-add node. | |
| #LTS00134977INBOUND | 2026-06-26 | — | 1.8 | 1 | 2 | 3 | 81.9% Developing | SPNMX20CF | ACCESS | Advised relocating the router for better signal or adding an additional router (MX20) to extend coverage; provided ticket number for follow-up. |
| #LTS00134984INBOUND | 2026-06-26 | — | 2.2 | 3 | 2 | 2 | 71.5% Developing | WHW03 | CONNECTIVITY | Customer advised to wait for ISP to restore service; no further action or follow-up scheduled. |
| #GI00135013INBOUND | 2026-06-26 | — | 2.2 | 4 | 3 | 3 | 65.0% Needs Improvement | E1200 | ACCESS | Customer to attempt default login; if unsuccessful, perform a factory reset and re-configure the router, or consider purchasing a newer router. |