Coaching Summary
Performance shows inconsistency with frequent technical inaccuracies impacting resolution quality.
Tends to offer paid support prematurely while skipping foundational diagnostics, leading to unresolved issues.
Key calls: #LTS00134358, #LTS00134387, #LTS00134550
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 14 of 20 calls this week
ExampleCall #LTS00134358 (cf84af6a-6e85-11f1-9dad-42010a62006f) accuracy=1 with factually incorrect support statements
Correct behavior: Verify product support status via system lookup; reference KB for accuracy before providing guidance
Impact: Customer received false information about device support eligibility
Related: #LTS00134358, #LTS00134361, #LTS00134550
Repeat Issue Across Calls
Unresolved connectivity issues in 7 calls sharing CONNECTIVITY category with technical_resolution_status=not_fixed
ExampleCalls #LTS00134358 and #LTS00134361 both unresolved CONNECTIVITY with incorrect technical guidance
Correct behavior: Follow KB diagnostic flow: power cycle, LED check, modem test before escalation
Impact: Customers experience prolonged downtime and frustration
Related: #LTS00134358, #LTS00134361, #LTS00134550
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.3 | 35 |
| Technical Accuracy | 2.54 | 35 |
| Protocol | 1.6 | 35 |
| Communication | 2.11 | 35 |
V2 Rubric (Shadow Grading)
V2 overall: 46.12% across 30 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.33 |
| Technical Accuracy | 2.8 |
| Communication | 2.54 |
| Customer Ownership | 3.27 |
| Escalation Judgment | 2.64 |
| Customer Experience | 1.93 |
- Unresolved: 13
- Successful Resolution: 9
- Partial Resolution: 7
- Ownership Gap: 1
Score Diagnostics
Based on 35 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated VLP01 end-of-support date (August 9, 2025) contradicting KB; caused unresolved issue.
#LTS00134358 · call cf84af6a-6e85-11f1-9dad-42010a62006f
improvement
Used unsupported 5-press reset on M8200; violated protocol and universal_5press_models.md guidelines.
call ceb9abc6-6e8f-11f1-bdd5-42010a623f91
improvement
Provided invalid URLs (myrival.net, extender.link sys.com) preventing router access; violated KB guidance.
#LTS00123956 · call c592bb24-70fa-11f1-9b9a-42010a623f91
improvement
Falsely claimed Linksys discontinued remote access and manufacturing; caused customer confusion and misinformation.
#LTS00134708 · call f91ccff0-703e-11f1-b016-42010a62006f
strength
Correctly applied 5-press pairing for WHW03 nodes and guided full firmware update to resolution.
#LTS00134876 · call a9bcf9a4-70ec-11f1-962a-42010a62006f
Call Handling Findings
- Technical Accuracy & KB AdherenceVerify product support status via system lookup before stating end-of-life; reference KB for LED states and reset procedures.
- Diagnostic CompletenessFollow KB flow: power cycle, LED check, modem test before escalation or paid support.
Calibration Notes
- High overall score (2.8) but contains critical technical inaccuracies requiring QA review
- Auto-zero triggered for protocol violation (5-press on unsupported model) despite successful resolution
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You maintained excellent professionalism throughout your calls this week—especially in call #LTS00134876 where you guided a complex mesh setup to resolution.
2
I noticed several instances where we provided incorrect product support information before verifying via system lookup. How do you feel about implementing a pre-call checklist for support eligibility verification?
3
Our KB requires specific diagnostic steps before escalation or paid support offers. Could we role-play a connectivity call to practice the full diagnostic flow?
4
You showed great persistence in call #LTS00134371, but the call lasted over 3 hours with repeated confusion. What strategies could we use to reduce customer effort and call duration while maintaining resolution?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134358INBOUND↩ cb | 2026-06-22 | — | 1.8 | 4 | 1 | 2 | — | VLP01 | CONNECTIVITY | Advised where the serial number is located and to call back later. |
| #LTS00134358INBOUND↩ cb | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 43.9% Needs Improvement | VLP01 | CONNECTIVITY | Agent will email a setup guide and suggested testing the ISP modem directly. |
| #LTS00134361INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 52.7% Needs Improvement | VLP01 | CONNECTIVITY | Agent will email a generic reset/setup article; customer to perform reset and attempt re-pairing. |
| #LTS00134367INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 20.8% Needs Improvement | EA6100 | CONNECTIVITY | Offered paid technical support ($15 for one hour); customer declined and ended the call. |
| #LTS00134371INBOUND↩ cb | 2026-06-22 | — | 2.8 | 1 | 2 | 2 | 95.8% Meets / Exceeds | MR7350 | SETUP | Node shows solid blue and appears in device list; agent considers issue resolved but no formal validation completed. |
| ceb9abc6-6e8f-11f1-bdd5-42010a623f91INBOUND | 2026-06-22 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | M8200 | CONNECTIVITY | Agent incorrectly concluded the issue was resolved despite customer reporting ongoing flashing lights and connectivity problems. No valid next step or escalation provided. |
| #LTS00134387INBOUND | 2026-06-23 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Customer instructed to test modem connection and reset router; if issue persists, contact ISP. No further support path provided. |
| f23af984-6ea2-11f1-8637-42010a623f91INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 2 | 45.0% Needs Improvement | MR20MS | GENERAL INQUIRY | Agent suggested a factory reset to change the email and mentioned paid support; no valid resolution or follow-up was scheduled. |
| #LTS00134391INBOUND↩ cb | 2026-06-23 | — | 1.8 | 5 | 1 | 2 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | not_applicable |
| #LTS00134391INBOUND↩ cb | 2026-06-23 | — | 2.8 | 3 | 2 | 2 | 82.5% Developing | MR8300 | CONNECTIVITY | Customer advised to contact ISP (Telus) to verify modem internet service. |
| #LTS00134395INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 2 | 48.9% Needs Improvement | EA7250 | CONNECTIVITY | Verify ISP wall-jack connectivity and obtain correct WAN settings; call back if router still does not obtain internet. |
| #LTS00134355INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | — | MR20MS | CONNECTIVITY | No resolution; call ended without assistance. |
| c9216fe8-6f5a-11f1-b947-42010a62006fINBOUND | 2026-06-23 | — | 2.9 | 4 | 2 | 3 | 44.5% Needs Improvement | MX5500 | CONNECTIVITY | Agent sent a KB article via email and instructed the customer to try the 5-press method; no confirmation of success. |
| #LTS00134544INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | E1200 | CONNECTIVITY | Advised to replace the obsolete router with a newer model (Wi-Fi 6E/7). |
| #LTS00134371INBOUND↩ cb | 2026-06-23 | — | 1 | 1 | 1 | 1 | — | MR7350 | SETUP | unknown |
| #LTS00134545INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 2 | 85.9% Meets / Exceeds | MX2000 | SETUP | Advise customer to verify WAN connection (test modem directly), ensure correct Ethernet cable, power-cycle both devices, and if red LED persists open a hardware RMA. |
| b628ff2e-6f68-11f1-9b9a-42010a623f91INBOUND | 2026-06-24 | — | 4 | 5 | 3 | 4 | 83.7% Developing | WHW01 | CONNECTIVITY | All nodes are now solid green and internet is working; issue resolved. |
| 7e7b8fb0-6f6d-11f1-9d0a-42010a623f91INBOUND | 2026-06-24 | — | 1.8 | 5 | 1 | 1 | — | GENERAL INQUIRY | No action taken; call ended without assistance. | |
| f1333d82-6f6d-11f1-a5a9-42010a62006fINBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 26.6% Needs Improvement | ACCESS | Sent email with reset guide; customer to follow the steps independently. | |
| #LTS00134550INBOUND | 2026-06-24 | — | 1.1 | 1 | 1 | 2 | 12.0% Needs Improvement | E1200 | CONNECTIVITY | Agent advised customer to purchase a new router, claiming the EA1200 is end-of-life and no longer supported. |
| #LTS00134557INBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 3 | 76.2% Developing | LN1600 | SETUP | All three nodes eventually showed solid white LEDs, indicating possible mesh formation. Internet connectivity was not definitively confirmed. Customer was left to relocate nodes and test connectivity independently. |
| #LTS00111292INBOUND | 2026-06-24 | — | 3 | 4 | 2 | 3 | 61.5% Needs Improvement | LN6001 | CONNECTIVITY | Customer indicated the issue was resolved after a power outage; no further action required. |
| #LTS00134688INBOUND↩ cb | 2026-06-24 | — | 1.8 | 5 | 2 | 2 | — | WHW01 | CONNECTIVITY | Agent offered callback; callback not confirmed as completed. |
| #LTS00134688OUTBOUND↩ cb | 2026-06-24 | — | 2.8 | 4 | 2 | 1 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | No resolution; customer decided to stop using Linksys equipment. |
| #LTS00134689INBOUND | 2026-06-24 | — | 2.8 | 3 | 2 | 2 | 32.5% Needs Improvement | MX5500 | CONNECTIVITY | Agent will email KB articles; no fix confirmed or attempted. |
| #LTS00134696INBOUND | 2026-06-25 | — | 2.8 | 1 | 1 | 2 | 87.7% Meets / Exceeds | RE6500 | SETUP | Extender successfully connected; customer confirmed internet works on both bands. |
| #LTS00134702INBOUND↩ cb | 2026-06-25 | — | 2.8 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | None; agent only offered generic paid-support notice. |
| #LTS00134702INBOUND↩ cb | 2026-06-25 | — | 3.1 | 3 | 3 | 3 | 90.1% Meets / Exceeds | WHW01 | CONNECTIVITY | Router and mesh nodes are online; Wi-Fi is functional. |
| #LTS00134708INBOUND | 2026-06-25 | — | 1.3 | 1 | 1 | 2 | 53.7% Needs Improvement | MX5500 | ACCESS | No valid resolution provided. Customer told remote access is permanently discontinued and Linksys no longer manufactures routers. |
| #LTS00134861INBOUND | 2026-06-25 | — | 3.4 | 5 | 3 | 3 | 0.0% Needs Improvement | MX5300 | ACCESS | Agent will email a KB article for app troubleshooting; no further live troubleshooting performed. |
| #LTS00134876INBOUND | 2026-06-25 | — | 3.6 | 5 | 2 | 3 | 81.9% Developing | WHW03 | SETUP | All nodes are now online after reset and firmware update; customer instructed to position nodes and test device connections. |
| #LTS00123956INBOUND | 2026-06-26 | — | 1.8 | 1 | 1 | 2 | 26.0% Needs Improvement | MX6200 | CONNECTIVITY | Node remains unstable. Ticket 123956 created. Advise customer to monitor the node and call back if the solid red condition returns. |
| #LTS00134897INBOUND↩ cb | 2026-06-26 | — | 1 | 1 | 1 | 1 | 83.3% Developing | LN1200 | SETUP | not_fixed |
| #LTS00134897OUTBOUND↩ cb | 2026-06-26 | — | 2.1 | 2 | 2 | 3 | 90.1% Meets / Exceeds | LN1200 | SETUP | Confirm node reaches solid white LED; if still flashing, power-cycle or repeat pairing using 5-press method. If unresolved, consider full mesh rebuild or hardware fault. |
| #LTS00133507INBOUND | 2026-06-27 | — | 1.7 | 1 | 2 | 2 | 58.3% Needs Improvement | EA7200 | CONNECTIVITY | Bridge mode was enabled but internet connectivity was not restored. Customer advised to compare router specs with ISP equipment; no definitive resolution or follow-up scheduled. |