Coaching Summary
Performance declining due to technical inaccuracies and protocol violations
Frequent avoidance of technical troubleshooting and policy misapplication
Key calls: #LTS00134244, #LTS00134317, #LTS00134339
Risk Flags
PCI Violation
Collected full credit card details over phone in call #LTS00134339
ExampleAgent collected card number, expiration, and CVV verbally during support session
Correct behavior: Use only secure portal payments; never collect payment details over phone
Impact: Exposed customer to identity theft risk
Related: #LTS00134339
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.29 | 25 |
| Technical Accuracy | 2.56 | 25 |
| Protocol | 1.6 | 25 |
| Communication | 2.44 | 25 |
V2 Rubric (Shadow Grading)
V2 overall: 24.33% across 21 v2-scored calls this week8 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.37 |
| Technical Accuracy | 1.47 |
| Communication | 2.62 |
| Customer Ownership | 1.92 |
| Escalation Judgment | 3.75 |
| Customer Experience | 1.8 |
- Unresolved: 14
- Partial Resolution: 4
- Successful Resolution: 2
- Ownership Gap: 1
Score Diagnostics
Based on 25 calls reviewed this week.
Technical Findings
improvement
Claimed EA6100 Wi-Fi 5 incompatible with Spectrum modem – contradicts KB and networking principles
#LTS00134244 · call d789d230-6e44-11f1-804c-42010a62006f
improvement
Collected full credit card details over phone – PCI violation
#LTS00134339 · call cf342636-6e7a-11f1-9216-42010a62006f
Call Handling Findings
- Technical AccuracyVerify device compatibility via KB before making technical claims; consult networking principles for ISP modem compatibility.
Calibration Notes
- Auto-zero due to PCI violation despite functional resolution – requires human review of compliance impact
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134244high
Agent documented troubleshooting steps but grader marked issue unresolved; agent failed to attempt any technical resolution
Grader says: Customer advised to purchase new router; no further action taken.
Agent documented: Name: Fredrick Brink... offers paid support ———- reject provide options fo...
Suggested Coaching Conversation
1
You maintained excellent politeness throughout calls – this professional tone builds trust. How do you balance empathy with technical precision?
2
In several calls you provided incorrect technical information about device compatibility. Let's review KB articles together for EA6100 and MX2000 support boundaries.
3
The PCI violation in call #LTS00134339 requires immediate remediation. What payment security training would help prevent recurrence?
4
When customers express confusion, how can we structure troubleshooting steps more clearly to avoid abandonment?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134244INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 2 | 67.6% Needs Improvement | EA6100 | CONNECTIVITY | Customer advised to purchase a new Wi-Fi 6/7 router; no further action taken. |
| #LTS00134317INBOUND | 2026-06-22 | — | 1.8 | 1 | 1 | 2 | 4.2% Needs Improvement | E5350 | CONNECTIVITY | Agent advised purchasing a new Wi-Fi 6/7 router; no technical fix or validated troubleshooting path provided. |
| #LTS00134339INBOUND↩ cb | 2026-06-22 | — | 2.2 | 4 | 2 | 3 | — | MR20EC | CONNECTIVITY | No resolution or actionable next step provided. Paid support was offered but not accepted. Call ended without closure. |
| #LTS00134339INBOUND↩ cb | 2026-06-22 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | MR20EC | CONNECTIVITY | Issue not resolved. Recommend hardware replacement or engineering escalation. |
| #LTS00134349INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 3 | 38.9% Needs Improvement | WHW01 | CONNECTIVITY | Agent will email a step-by-step guide for re-pairing the child nodes. |
| #LTS00134354INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | E2500 | CONNECTIVITY | Suggested replacement with a newer router; no technical fix applied. |
| #LTS00129608INBOUND | 2026-06-23 | — | 1.8 | 5 | 1 | 2 | — | E7350 | SETUP | Agent asked the customer to call back when they are at home with the router so troubleshooting can be performed. |
| #LTS00134487INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 14.8% Needs Improvement | E8450 | SETUP | No resolution achieved; agent suggested turning off computer firewall without clear instructions and offered callback, but customer ended the call. |
| #LTS00134515INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX2000 | SETUP | No resolution achieved. Agent ended call without confirming internet connectivity or setting follow-up. |
| #LTS00134533INBOUND | 2026-06-23 | — | 1.8 | 2 | 1 | 2 | 27.0% Needs Improvement | RE6350 | SETUP | Agent will email a generic troubleshooting guide to a potentially incorrect email address. |
| #LTS00134617INBOUND | 2026-06-24 | — | 2.8 | 1 | 1 | 2 | 18.2% Needs Improvement | EA8300 | SETUP | Agent will email generic troubleshooting guidance; offered $15 paid support or router upgrade (~$6000). |
| #LTS00134630INBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Sent email with self‑help guide; suggested purchasing a new router if needed. |
| #LTS00134648INBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | WRT1900AC | CONNECTIVITY | Advised customer to consult support.linksys.com articles or AI agent for self-help. |
| #LTS00134657INBOUND | 2026-06-24 | — | 1.2 | 1 | 1 | 3 | 0.0% Needs Improvement | A0303 | CONNECTIVITY | Agent incorrectly claimed device unsupported, pushed paid support, and recommended purchasing new hardware (MX6200). No technical fix was attempted. |
| #LTS00134770INBOUND↩ cb | 2026-06-25 | — | 2.8 | 3 | 2 | 3 | 59.5% Needs Improvement | MX4301 | CONNECTIVITY | Sent email with instructions to separate the 2.4 GHz Wi-Fi band; awaiting customer follow-up. |
| #LTS00134770INBOUND↩ cb | 2026-06-25 | — | 1.8 | 1 | 2 | 2 | 70.1% Developing | MX4301 | CONNECTIVITY | TV briefly connected after multiple resets and configuration changes, but connection was unstable. No clear resolution or follow-up path established. |
| #LTS00134843INBOUND | 2026-06-25 | — | 3 | 4 | 3 | 2 | 93.7% Meets / Exceeds | MX2000 | SETUP | Customer reported internet connectivity restored and readiness to add child nodes. No further action required, but resolution was not fully confirmed by agent. |
| 9ab95c8a-7188-11f1-a929-42010a62006fINBOUND | 2026-06-26 | — | 2.6 | 4 | 2 | 2 | 29.8% Needs Improvement | MX2000 | CONNECTIVITY | Offered to send email with troubleshooting steps; escalated to supervisor for further assistance. |
| #LTS00104736INBOUND | 2026-06-26 | — | 3.1 | 3 | 3 | 3 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Child node appears paired and functional; customer advised to monitor performance. |
| #LTS00134990INBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 3 | — | WHW01 | ACCESS | Suggested using router admin password for app login; no further steps or escalation offered. |
| #LTS00134992INBOUND↩ cb | 2026-06-26 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Agent promised to email generic troubleshooting steps; no specific actions taken or confirmed. |
| #LTS00134999INBOUND | 2026-06-26 | — | 2.8 | 2 | 2 | 3 | 28.2% Needs Improvement | WRT54G | CONNECTIVITY | Suggested upgrade and provided reset instructions; no confirmed fix. |
| #LTS00135002INBOUND | 2026-06-26 | — | 2.8 | 3 | 1 | 2 | 8.3% Needs Improvement | EA6350 | CONNECTIVITY | Suggested purchasing a new router (MX6200) and offered paid support for further assistance. |
| #GI00135010INBOUND | 2026-06-26 | — | 2.8 | 3 | 1 | 3 | 50.6% Needs Improvement | ACCESS | Customer will move router to house, perform factory reset, verify wiring, and change password via web UI. | |
| #LTS00134992INBOUND↩ cb | 2026-06-26 | — | 1.9 | 2 | 1 | 2 | — | MR7350 | CONNECTIVITY | Customer instructed to log into the router’s local web UI to rename the SSID, but no URL or steps were provided. Call ended with customer disengagement. |