Coaching Summary
Performance trending downward with increasing accuracy and protocol gaps this week
Reliance on undocumented procedures and incomplete troubleshooting before escalation
Key calls: #TE00116070, #LTS00134518, #TE00134332
Risk Flags
Critical Dimension Below Threshold
Accuracy score <=1.0 and protocol score <=1.0 across 2 calls this week
ExampleCall #TE00116070: accuracy=1, protocol=1 with undocumented procedures and misinterpretation of device states
Correct behavior: Follow documented troubleshooting sequences and KB procedures for power cycles and resets
Impact: Increased risk of misdiagnosis, prolonged outages, and loss of trust
Related: #TE00116070, #LTS00134518
Escalated But Unresolved
3 escalations this week with no confirmed resolution or follow-up path
ExampleCall #TE00134332: escalated to engineering but no L2 diagnostic steps documented or customer confirmation obtained
Correct behavior: Document clear escalation steps, obtain customer confirmation of next actions, and set explicit follow-up timelines
Impact: Leaves customers without clear path forward, increasing callback risk
Related: #TE00116070, #TE00134332, #TE00134632
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 5 |
| Technical Accuracy | 2.2 | 5 |
| Protocol | 1.6 | 5 |
| Communication | 2.6 | 5 |
V2 Rubric (Shadow Grading)
V2 overall: 50.27% across 5 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.88 |
| Technical Accuracy | 2.38 |
| Communication | 2.75 |
| Customer Ownership | 3.71 |
| Escalation Judgment | 3.5 |
| Customer Experience | 2.5 |
- Appropriate Escalation: 2
- Unresolved: 2
- Partial Resolution: 1
Score Diagnostics
Based on 5 calls reviewed this week.
Technical Findings
improvement
Invented and performed an undocumented 10-step power cycle recovery procedure not supported by any Linksys KB article for MX4200
#TE00116070 · call cbf5c79e-6e71-11f1-8624-42010a660053
improvement
Provided incorrect support URL 'links.xyz' instead of support.linksys.com, violating universal_support_contacts.md
#TE00134332 · call 154e424e-6e82-11f1-95fe-42010a660053
improvement
Misidentified company as 'Lennox' and provided fake URL 'links on.com' for MX2000 support
#LTS00134518 · call 8605080c-6f3f-11f1-9bae-42010a623f91
improvement
Failed to verify DHCP reservation IP falls within pool range or instruct client to reboot after changes on MX6200
call 71b96d08-71aa-11f1-aa68-42010a660053
Call Handling Findings
- Incorrect Guidance ProvisionAlways verify and use only official Linksys support domains and current KB specifications.
- Incomplete TroubleshootingFollow documented troubleshooting sequences fully, including hardware resets, DHCP verification, and post-change reboots.
Calibration Notes
- High ownership score (4.286) but severe technical accuracy failure; needs review of escalation judgment vs technical execution balance
- Auto-zero due to avoidance of troubleshooting; needs review of OOW best-effort compliance handling
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00116070high
No HappyFox case number recorded despite escalation commitment; creates ambiguity for follow-up
Grader says: Escalated to Level 2 technical team; pending callback.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled the MX4200 case with great empathy and patience - that ownership perspective really shines through in how you engaged Rene. How do you feel about balancing that customer focus with strict adherence to documented procedures?
2
When you encountered the MX6200 MAC address issue, what made you decide against attempting the 5-press method as a first escalation step? Let's walk through that decision process together.
3
The URLs you provided in two calls this week weren't valid Linksys resources. How can we build a checklist to verify support sites and product specs before sharing them?
4
Looking at your troubleshooting sequence for the E2500 speed issue, what additional diagnostics would you consider adding next time to validate hardware limitations before recommending upgrades?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00116070OUTBOUND | 2026-06-22 | — | 1.2 | 1 | 1 | 3 | 40.0% Needs Improvement | MX4200 | CONNECTIVITY | Agent requested the purchase receipt via email and will forward the case to the team for warranty/repair evaluation. |
| #TE00134332OUTBOUND | 2026-06-22 | — | 2.6 | 3 | 2 | 3 | 83.0% Developing | MX6200 | CONFIGURATION | Escalate to engineering with collected logs, screenshots, and topology details for analysis. Follow-up planned via email. |
| #LTS00134518INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Promised to email a self-help article (email not confirmed); no technical fix applied. |
| #TE00134632OUTBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 3 | 76.4% Developing | E2500 | CONNECTIVITY | Agent advised that the router cannot be forced to 100 Mbps due to hardware limitation, recommended purchasing a newer router, and offered to email a PDF spec sheet. |
| 71b96d08-71aa-11f1-aa68-42010a660053OUTBOUND | 2026-06-26 | — | 2.6 | 4 | 2 | 2 | 51.9% Needs Improvement | MX6200 | SETUP | Agent suggested possible hardware fault but did not perform further troubleshooting or offer escalation. Issue remains unresolved; customer to follow up internally. |