Coaching Summary
No summary available.
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.22 | 19 |
| Technical Accuracy | 2.21 | 19 |
| Protocol | 1.74 | 19 |
| Communication | 2.16 | 19 |
V2 Rubric (Shadow Grading)
V2 overall: 49.96% across 15 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.42 |
| Technical Accuracy | 2.44 |
| Communication | 3.17 |
| Customer Ownership | 3.09 |
| Escalation Judgment | 3.33 |
| Customer Experience | 2.07 |
- Partial Resolution: 6
- Unresolved: 5
- Successful Resolution: 4
Score Diagnostics
Based on 19 calls reviewed this week.
Technical Findings
No technical findings extracted.
Call Handling Findings
None recorded this week.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
No coaching conversation guide available.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134208INBOUND | 2026-06-22 | — | 3 | 4 | 2 | 3 | 97.6% Meets / Exceeds | SPNMX42GC | SETUP | Admin password reset successful; customer can now access router and rename Wi-Fi. Advised to retrieve old SSID from a saved device or factory-reset nodes if name is forgotten. |
| #LTS00134234INBOUND | 2026-06-22 | — | 2.8 | 2 | 2 | 2 | 50.9% Needs Improvement | MX4200 | SETUP | Perform factory reset and access router via http://192.168.1.1 or http://myrouter.local to complete setup. If issue persists, consider paid support or replacement. |
| b6231154-6e41-11f1-830b-42010a62006fINBOUND | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | 56.2% Needs Improvement | WHW03 | SETUP | Agent incorrectly claimed issue was resolved; no actual resolution achieved. |
| #LTS00110405INBOUND | 2026-06-22 | — | 2.8 | 4 | 2 | 1 | 76.5% Developing | MR8300 | CONNECTIVITY | MAC filtering enabled in 'Allow Access' mode; customer confirmed it is working but noted device status confusion. |
| #LTS00134303INBOUND | 2026-06-22 | — | 2.8 | 2 | 2 | 2 | 69.8% Needs Improvement | SE3005 | CONNECTIVITY | Provided self-help steps and directed customer to incorrect online support URL; no fix confirmed. |
| #LTS00134410INBOUND | 2026-06-23 | — | 2 | 2 | 2 | 2 | 20.4% Needs Improvement | MX4000FM | CONNECTIVITY | Customer was instructed to reconnect the ISP modem and re-run the setup, but no clear path to access the web interface or complete setup was provided. No resolution confirmed. |
| #LTS00032425INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Customer directed to online self-help due to incorrect claim of model discontinuation; no valid resolution provided. |
| #LTS00134445INBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 24.0% Needs Improvement | EA7500 | CONFIGURATION | Customer to log into the router’s local web interface and turn off the Guest Network; consider upgrading to a newer Linksys model. |
| #LTS00132973INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 100.0% Meets / Exceeds | MX4200 | SETUP | No resolution achieved. Customer still lacks internet. Requires modem/WAN verification and possible factory reset or escalation. |
| #GI00121953OUTBOUND↩ cb | 2026-06-23 | — | 2 | 2 | 2 | 2 | 45.6% Needs Improvement | MBE7002 | CONNECTIVITY | No confirmed fix; further verification and troubleshooting needed. |
| #GI00121953OUTBOUND↩ cb | 2026-06-24 | — | 2.1 | 2 | 3 | 2 | 75.3% Developing | RE7310 | CONNECTIVITY | Agent will send an email requesting a topology diagram and will call back on Friday to provide a detailed relocation/wiring solution. |
| #LTS00134596INBOUND | 2026-06-24 | — | 2.8 | 4 | 1 | 3 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Customer will purchase a new MR7500; agent offered setup help after receipt is emailed. |
| #LTS00134606INBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 3 | 68.7% Needs Improvement | MR8300 | CONNECTIVITY | Customer will consider purchasing a new router; no further technical steps were taken. |
| #LTS00134610INBOUND | 2026-06-24 | — | 1.4 | 1 | 1 | 2 | 61.8% Needs Improvement | WHW01 | CONNECTIVITY | Both nodes now solid blue; Wi-Fi appears restored. Monitor and contact support if problems return. |
| #LTS00134801INBOUND | 2026-06-25 | — | 2.8 | 3 | 2 | 3 | — | E8450 | CONNECTIVITY | Customer to perform a factory reset following the guide on support.linksys.com; optional paid support offered if further help is needed. |
| #LTS00120820 | 2026-06-26 | — | 1 | 1 | 1 | 1 | — | EA6350 | CONNECTIVITY | None – agent offered to email but no concrete action taken. |
| #LTS00134682INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | — | EA6350 | SETUP | Agent advised the router is end‑of‑life and suggested obtaining a new router; no further troubleshooting was offered. |
| #GI00121953↩ cb | 2026-06-26 | — | 3.7 | 5 | 4 | 3 | — | SPNM60 | SETUP | Access router via http://myrouter.info or http://192.168.1.1, log in with 'admin', and create separate SSIDs for 2.4 GHz and 5 GHz networks. |
| #GI00133101INBOUND | 2026-06-26 | — | 2.8 | 1 | 1 | 2 | 2.4% Needs Improvement | MX5500 | SETUP | Agent sent a generic setup guide via email; no confirmed fix or valid troubleshooting path provided. |