Coaching Summary
Performance is inconsistent with frequent technical inaccuracies and incomplete resolutions.
Tends to provide incorrect technical guidance and avoid thorough troubleshooting, particularly on connectivity and setup issues.
Key calls: #LTS00134187, #LTS00069431, #LTS00134726
Risk Flags
Incorrect Guidance
Provided factually incorrect URLs and company names (e.g., register.lexus.com, 'lenses' instead of 'Linksys') on multiple calls this week.
ExampleOn #LTS00069431, the agent provided register.lexus.com and repeatedly misstated the company name as 'lenses'.
Correct behavior: Use only approved Linksys URLs (e.g., register.linksys.com, myrouter.info) and correctly state the company name.
Impact: Risk of phishing, loss of customer trust, and potential security exposure.
Related: #LTS00069431, #LTS00134726
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.68 | 11 |
| Technical Accuracy | 3.18 | 11 |
| Protocol | 2.0 | 11 |
| Communication | 2.18 | 11 |
V2 Rubric (Shadow Grading)
V2 overall: 34.91% across 11 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.22 |
| Technical Accuracy | 2.13 |
| Communication | 2.73 |
| Customer Ownership | 2.18 |
| Escalation Judgment | 2.5 |
| Customer Experience | 2.44 |
- Unresolved: 8
- Partial Resolution: 2
- Successful Resolution: 1
Score Diagnostics
Based on 11 calls reviewed this week.
Technical Findings
improvement
Provided a bogus and unsafe router URL (myrouter.dugduggo.com) instead of the correct http://myrouter.info or http://[REDACTED_PHONE] — a severe ACCURACY and PROTOCOL violation on #LTS00134726.
#LTS00134726 · call 4d7d0274-706f-11f1-bd03-42010a660053
Call Handling Findings
- Technical accuracyVerify WPS capability via web interface (http://myrouter.info) and offer the WPS PIN method as an alternative when no physical button is present.
- Resolution verificationAfter guiding a configuration change, ask the customer to test the fix (e.g., run a speed test, monitor stability for 5 minutes) and confirm success before closing.
Calibration Notes
- Agent avoided providing any actual troubleshooting support for MX2000 setup, incorrectly cited warranty status, and only offered a paid service or article. This meets auto-zero criteria for avoidance/evasion.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly identified the need to collect model and serial numbers on several calls this week — that's a solid foundation for accurate support. Let's build on that strength.
2
On #LTS00134187, you suggested separating Wi-Fi bands to enable WPS, which isn't supported. How can we ensure we reference KB articles before recommending changes?
3
You provided a non-existent URL (myrouter.dugduggo.com) on #LTS00134726. What steps can we take to verify URLs before sharing them with customers?
4
Several calls lacked resolution verification. How can we integrate quick confirmation checks (e.g., 'Can you test that now?') into our closing process?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134187INBOUND↩ cb | 2026-06-22 | — | 2.8 | 1 | 2 | 2 | 18.6% Needs Improvement | LN1400 | CONNECTIVITY | No resolution; customer declined proposed changes due to risk of network disruption. |
| #LTS00134187INBOUND↩ cb | 2026-06-22 | — | 2.8 | 4 | 2 | 2 | 48.7% Needs Improvement | LN1400 | CONNECTIVITY | No resolution; agent did not provide alternative connection method. |
| #LTS00134392INBOUND | 2026-06-23 | — | 3.2 | 5 | 3 | 2 | 46.2% Needs Improvement | VLP01 | NO TROUBLESHOOTING NEEDED | Advised customer to replace the VLP01 with a current Linksys device due to end-of-support status. |
| #LTS00069431INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 2 | 24.8% Needs Improvement | WHW03 | ACCESS | Offered paid $50 troubleshooting; customer declined and will wait for ISP technician. |
| #LTS00134405INBOUND | 2026-06-23 | — | 3.1 | 4 | 3 | 3 | 90.9% Meets / Exceeds | SPNM60CF | ACCESS | Customer can manage the router through the web interface; advised that the app will not work on this model and suggested other models for parental controls. |
| #LTS00134554INBOUND | 2026-06-24 | — | 2.2 | 5 | 3 | 3 | 62.3% Needs Improvement | WHW03 | CONFIGURATION | Customer given step-by-step instructions to add the node; no further troubleshooting or escalation provided after customer reported red LED and app failure. |
| #LTS00134706INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 2 | 34.6% Needs Improvement | MR7350 | CONFIGURATION | Agent will email a setup guide; customer to follow instructions and call back if needed. |
| #LTS00134726OUTBOUND↩ cb | 2026-06-25 | — | 2.3 | 3 | 2 | 2 | 57.9% Needs Improvement | LN1600 | CONNECTIVITY | Advised not to wire the child node directly to the modem; no further action taken. |
| #LTS00134726OUTBOUND↩ cb | 2026-06-25 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | LN1600 | CONNECTIVITY | Monitor the connection; if internet remains unavailable or speed stays low, call back for further troubleshooting. |
| #LTS00134891INBOUND | 2026-06-26 | — | 2.8 | 2 | 1 | 2 | 0.0% Needs Improvement | MX2000 | SETUP | Agent will email a generic troubleshooting article; paid-support option was offered but declined. |
| #LTS00084631INBOUND | 2026-06-26 | — | 2.9 | 5 | 2 | 2 | 0.0% Needs Improvement | MX2001SH | CONNECTIVITY | Customer was advised to apply the channel change and monitor performance. No further follow-up was scheduled or offered. |