Coaching Summary
Performance is declining this week with lower accuracy and protocol scores compared to prior weeks.
Frequent technical inaccuracies and protocol omissions, particularly in model-specific guidance and information collection.
Key calls: #LTS00134223, #LTS00134235, #LTS00134262
Risk Flags
Critical Dimension Below Threshold
Accuracy score < 2.5 in 9 calls this week, indicating frequent technical misguidance.
ExampleAdvised default 'admin' password for SPNM6x series in #LTS00086292.
Correct behavior: Use five-digit recovery key method for locked admin accounts on SPNM6x/LN1600 series per KB.
Impact: Potential security risk and unresolved admin access issue.
Related: #LTS00086292, #LTS00134235
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.2 | 48 |
| Technical Accuracy | 2.52 | 48 |
| Protocol | 1.58 | 48 |
| Communication | 2.21 | 48 |
V2 Rubric (Shadow Grading)
V2 overall: 30.12% across 39 v2-scored calls this week15 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.22 |
| Technical Accuracy | 1.66 |
| Communication | 2.11 |
| Customer Ownership | 2.18 |
| Escalation Judgment | 1.54 |
| Customer Experience | 1.84 |
- Unresolved: 28
- Successful Resolution: 5
- Partial Resolution: 4
- Appropriate Escalation: 2
Score Diagnostics
Based on 48 calls reviewed this week.
Technical Findings
improvement
Advised using default 'admin' password for SPNM6x/LN1600 series lockout, contradicting KB guidance requiring five-digit recovery key method.
#LTS00086292 · call 9735d476-6e36-11f1-9bd5-42010a62006f
improvement
Incorrectly described SPNMX56 series LED behavior as 'solid purple' during reset, which is invalid per KB.
#LTS00134235 · call dc512e48-6e40-11f1-9bd5-42010a62006f
Call Handling Findings
- Technical AccuracyFollow KB guidance precisely, verify product model before providing instructions, and confirm LED states against documentation.
- Protocol AdherenceFollow protocol: collect serial number, verify warranty, perform modem direct test for connectivity issues, and document steps taken.
Calibration Notes
- Short call with severe audio issues; high overall score may reflect limited interaction rather than effective resolution.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you maintained a courteous tone even in challenging calls like #LTS00134223—that’s a real strength. How do you feel about adding more structured troubleshooting steps to complement your communication skills?
2
In several calls this week, model-specific guidance was inconsistent. Let’s review KB procedures together to ensure we’re following the exact steps for each device family.
3
You mentioned skipping serial number collection in a few calls. Let’s practice this protocol step-by-step to build it into your routine.
4
Your escalation decisions were generally appropriate, but let’s discuss how to apply best-effort troubleshooting before escalating, especially for out-of-warranty cases.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134223INBOUND↩ cb | 2026-06-22 | — | 1.8 | 5 | 1 | 1 | — | WHW03 | SETUP | None – agent suggested a callback that never happened. |
| #LTS00134223OUTBOUND↩ cb | 2026-06-22 | — | 2.8 | 5 | 2 | 1 | — | WHW03 | SETUP | Customer will discuss options with spouse and decide whether to proceed with paid support or use the self-help guide. |
| #LTS00086292INBOUND | 2026-06-22 | — | 3.5 | 3 | 2 | 4 | 78.7% Developing | MR9600 | SETUP | Customer successfully logged in, renamed SSIDs, updated Wi-Fi password, and confirmed network visibility and functionality. |
| #LTS00134235INBOUND | 2026-06-22 | — | 1.8 | 1 | 1 | 2 | 42.8% Needs Improvement | SPNMX56CF | ACCESS | Test Parental Controls after router reset. If issue persists, check ISP portal (Community Fibre) for parental controls management. Contact support again if unresolved. |
| #LTS00134262INBOUND↩ cb | 2026-06-22 | — | 2 | 2 | 2 | 2 | 0.0% Needs Improvement | SE3008 | CONNECTIVITY | No valid resolution or next step provided. Agent incorrectly closed the call by stating the device is 'unmanaged' and requires no further Linksys support. |
| #LTS00134262INBOUND↩ cb | 2026-06-22 | — | 2.8 | 1 | 1 | 3 | 24.0% Needs Improvement | SE3008 | CONNECTIVITY | Customer to obtain approval for paid support or try the suggested self-help steps; call back if further assistance is needed. |
| 3101e318-6e57-11f1-b947-42010a62006fINBOUND | 2026-06-22 | — | 1.5 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | HARDWARE | Agent recommended purchasing a new mesh system (MX2000 or MX4200) and will email a setup guide. No technical steps were taken to address the red LED issue. |
| #LTS00134290INBOUND | 2026-06-22 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6100 | CONFIGURATION | Agent recommended a reset and retrying default password; no static WAN IP configuration was completed. |
| #GI00134322INBOUND↩ cb | 2026-06-22 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WRT54G | SETUP | Agent incorrectly advised customer to contact Cisco for support. |
| #GI00134322INBOUND↩ cb | 2026-06-22 | — | 1 | 1 | 1 | 1 | — | Unclassified | not_fixed | |
| #LTS00134337INBOUND | 2026-06-22 | — | 1.6 | 1 | 1 | 2 | 35.3% Needs Improvement | WHW03 | ACCESS | Customer instructed to access web interface and attempt manual configuration; no troubleshooting performed, no follow-up scheduled. |
| cb4eccec-6e7a-11f1-b4ec-42010a623f91INBOUND | 2026-06-22 | — | 1.8 | 1 | 2 | 3 | — | MX6200 | ACCESS | Issue not resolved. Next steps: use direct UI URL (http://192.168.1.1/ui/local/dynamic/index.html) and, if needed, reset password using the 5-digit recovery key on the router label. |
| 5ad32c6e-6e7b-11f1-afbf-42010a660053OUTBOUND | 2026-06-22 | — | 1.4 | 1 | 1 | 2 | 54.5% Needs Improvement | MX6200 | SETUP | Customer instructed to verify internet connectivity after reset; no definitive fix confirmed. Agent incorrectly concluded issue resolved. |
| #LTS00134422INBOUND | 2026-06-23 | — | 1.8 | 1 | 2 | 3 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Suggested purchasing a new MX2000 router; no troubleshooting resources offered. |
| #LTS00134432INBOUND↩ cb | 2026-06-23 | — | 2.6 | 4 | 2 | 2 | 79.9% Developing | MX2000 | SETUP | Customer to test Wi-Fi connectivity; if still no internet or child node not solid blue, further troubleshooting or escalation required. |
| #LTS00134432OUTBOUND↩ cb | 2026-06-23 | — | 2 | 2 | 2 | 2 | 0.0% Needs Improvement | MX2000 | SETUP | No resolution achieved. Agent did not provide alternative access method or escalation path. Call ended with vague assurance. |
| #LTS00134443INBOUND | 2026-06-23 | — | 2.7 | 4 | 2 | 3 | — | E5400 | CONNECTIVITY | Offered paid support for $15; no troubleshooting or self-help steps provided. |
| #LTS00134469INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 33.1% Needs Improvement | SPNMX56 | SETUP | Agent instructed 5-press reset and to wait for solid blue light; no confirmation of fix or valid next step provided. |
| 9e3c7e6a-6f25-11f1-8816-42010a623f91INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | — | EA7500 | CONNECTIVITY | Offered $15 paid-support; call ended without further action. |
| #LTS00134491INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 3 | 55.4% Needs Improvement | E5600 | CONNECTIVITY | Perform a factory reset of the router and set it up again using the default admin credentials. |
| #LTS00134504INBOUND | 2026-06-23 | — | 1.8 | 1 | 1 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Customer performed factory reset; agent offered paid support and promised to email a Wi-Fi guide (email not collected). No verification of internet restoration was performed. |
| #LTS00134513INBOUND | 2026-06-23 | — | 2.8 | 4 | 2 | 3 | 35.3% Needs Improvement | MR5500 | CONNECTIVITY | Offered paid support and promised an email guide; customer declined. |
| #LTS00134522INBOUND | 2026-06-23 | — | 2.8 | 3 | 2 | 2 | 50.7% Needs Improvement | WHW03 | SETUP | Customer to follow the emailed guide to configure the Linksys router as a wired Access Point. |
| #LTS00134527INBOUND | 2026-06-23 | — | 1.8 | 5 | 2 | 2 | — | WHW03 | SETUP | None provided; call ended after tutorial offer. |
| 53c3de54-6fd0-11f1-a83c-42010a623f91INBOUND | 2026-06-24 | — | 2.7 | 4 | 2 | 3 | 33.1% Needs Improvement | MX6200 | CONNECTIVITY | Provided ticket number 3030650 and advised the customer to monitor the connection; suggested contacting ISP for speed concerns and to call back if disconnects continue. |
| 52b5c87c-6feb-11f1-b6da-42010a62006fINBOUND | 2026-06-24 | — | 1.4 | 1 | 2 | 2 | 40.8% Needs Improvement | CONFIGURATION | Escalate to technical team for further assistance (pending). | |
| #LTS00134647INBOUND | 2026-06-24 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | ACCESS | No resolution or valid next step provided. Call ended abruptly after incorrect technical statement. |
| #GI00134655INBOUND | 2026-06-24 | — | 1.7 | 3 | 1 | 2 | — | SETUP | None – call ended without a solution or defined next action. | |
| #LTS00134660INBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | RE7000 | SETUP | Offered paid support ($15) or email instructions; customer declined and plans to replace the device. |
| #LTS00134668INBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 3 | 27.3% Needs Improvement | RE7000 | SETUP | Agent will email setup instructions; customer to reset extender and attempt setup independently. |
| #LTS00134754INBOUND | 2026-06-25 | — | 1.8 | 4 | 1 | 2 | 0.0% Needs Improvement | A03v2 | CONNECTIVITY | Offered paid support; customer declined. No further action taken. |
| #LTS00134765INBOUND | 2026-06-25 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | SETUP | Offered paid support ($15 for 60 min); customer declined. Agent mentioned sending a Wi-Fi fixed-service guide but did not confirm delivery or provide details. |
| #LTS00134778INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Email sent with Wi-Fi Fixed Service guide; $15 paid-support option offered. |
| a2fc669e-70ac-11f1-84a7-42010a62006fINBOUND | 2026-06-25 | — | 3.3 | 4 | 3 | 3 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Customer successfully separated the bands and confirmed the smart camera could connect to the 2.4GHz network. |
| 2441eeee-70ae-11f1-a193-42010a623f91INBOUND | 2026-06-25 | — | 1.8 | 4 | 1 | 3 | 53.8% Needs Improvement | GENERAL INQUIRY | Callback scheduled for 2 PM EST; Level-2 technician to follow up. | |
| #LTS00134787INBOUND | 2026-06-25 | — | 2.8 | 5 | 2 | 2 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Customer to verify internet connectivity by direct modem connection and re-contact ISP; ticket #134787 created for follow-up. |
| #LTS00134816INBOUND | 2026-06-25 | — | 2.2 | 4 | 1 | 2 | 57.8% Needs Improvement | EA7300 | ACCESS | Customer instructed to reset router and re-configure; no verification performed. |
| #LTS00134823INBOUND | 2026-06-25 | — | 3.5 | 4 | 2 | 2 | 76.5% Developing | WRT3200ACM | SETUP | Login successful; no further action required. |
| #LTS00134838INBOUND | 2026-06-25 | — | 2.8 | 1 | 1 | 3 | 0.0% Needs Improvement | WHW03 | ACCESS | Customer to follow email instructions to log into the router’s web UI and reset the admin password. |
| #LTS00102991INBOUND | 2026-06-25 | — | 1.8 | 5 | 1 | 1 | — | EA3500 | SETUP | Call ended without assistance; no resolution or next steps provided. |
| #LTS00134850INBOUND | 2026-06-25 | — | 2.9 | 3 | 2 | 2 | 78.1% Developing | MX2000 | SETUP | Mesh network restored; internet connectivity confirmed. |
| #LTS00104611INBOUND | 2026-06-25 | — | 2.9 | 5 | 2 | 2 | 24.2% Needs Improvement | MX4200 | CONNECTIVITY | Directed customer to the AI tool on support.linksys.com for self-service troubleshooting. |
| #LTS00134933INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 77.9% Developing | SPNMX56TB | ACCESS | not_fixed |
| #LTS00134767INBOUND | 2026-06-26 | — | 4 | 3 | 3 | 3 | 93.5% Meets / Exceeds | MX6200 | SETUP | Mesh network restored; Wi‑Fi credentials updated; no further action needed. |
| #LTS00134943INBOUND | 2026-06-26 | — | 2.8 | 3 | 2 | 2 | 26.1% Needs Improvement | WHW03 | CONNECTIVITY | Email Wi-Fi Fixit guide; no further troubleshooting or validation performed. |
| #LTS00134956INBOUND | 2026-06-26 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MR8300 | SETUP | Agent promised to send a Wi-Fi fix-it guide (not confirmed). No correct setup instructions provided. |
| #TE00134957INBOUND↩ cb | 2026-06-26 | — | 2.6 | 4 | 2 | 2 | 45.1% Needs Improvement | MBE7000 | CONNECTIVITY | Customer will attempt the suggested steps later and call back; ticket created for follow‑up. |
| #TE00134957INBOUND↩ cb | 2026-06-26 | — | 1.8 | 1 | 1 | 2 | 50.8% Needs Improvement | MBE7000 | CONNECTIVITY | Escalated to Level-2 support (case 4860853). |