Coaching Summary
Performance is developing with strong communication but hindered by technical accuracy gaps, particularly in model validation and WAN diagnostics.
Tends to prioritize polite interactions over rigorous technical verification, leading to unresolved issues and escalations.
Key calls: #GI00135122, #LTS00135129, #LTS00135216
Risk Flags
Escalated but unresolved
Escalated calls lacked follow-up documentation and had unresolved technical issues
ExampleCall #LTS00135216 escalated to L2 but no L2 resolution steps documented; customer still unable to complete MX6200 setup
Correct behavior: Document L2 diagnostic steps and expected customer next actions before closing escalated tickets
Impact: Customer left without clear resolution path, leading to potential repeat calls
Related: #LTS00135216
Critical dimension below threshold
4 calls had accuracy <2.5, indicating fundamental technical misunderstandings
ExampleCall #LTS00135137 had accuracy=1 due to incorrect model identification and WAN troubleshooting omissions
Correct behavior: Enforce mandatory model verification and WAN diagnostic protocol on all calls
Impact: Misdiagnosis leads to incorrect resolutions and customer frustration
Related: #LTS00135137, #LTS00135188, #LTS00135216, #LTS00135351
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.52 | 46 |
| Technical Accuracy | 2.59 | 46 |
| Protocol | 2.11 | 46 |
| Communication | 2.52 | 46 |
V2 Rubric (Shadow Grading)
V2 overall: 40.73% across 41 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.63 |
| Technical Accuracy | 1.75 |
| Communication | 2.71 |
| Customer Ownership | 2.74 |
| Escalation Judgment | 3.04 |
| Customer Experience | 2.48 |
- Unresolved: 23
- Successful Resolution: 9
- Partial Resolution: 8
- Ownership Gap: 1
Score Diagnostics
Based on 46 calls reviewed this week.
Technical Findings
improvement
Referenced non-existent 'MX6300' model and incorrectly stated MX5300 can be added to cognitive meshes (#GI00135122).
#GI00135122 · call 6c532700-73ec-11f1-a929-42010a62006f
improvement
Failed to verify modem internet status before troubleshooting router WAN issues (#LTS00135129).
#LTS00135129 · call da0c0826-73bb-11f1-8405-42010a623f91
improvement
Misidentified EA7500 as end-of-life and provided contradictory firmware update claims (#LTS00135188).
#LTS00135188 · call 28318bcc-73e2-11f1-8b14-42010a623f91
Call Handling Findings
- Technical AccuracyVerify model existence against KB before mentioning; confirm parent-child node rules per mesh compatibility matrix.
- WAN TroubleshootingAlways verify modem internet LED and physical Ethernet connection before proceeding with router diagnostics.
Calibration Notes
- High overall score (3.6) but accuracy=2 due to material technical inaccuracies; requires QA review of score alignment
- Escalated call with overall=1.9 but protocol=3; protocol score may be inflated by polite handoff language
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135216low
Grader marked call as escalated while documentation implies partial resolution through L1 troubleshooting steps.
Grader says: Escalated to Level-2 troubleshooting hotline (213-289-3408) for further assistance.
Agent documented: **Issue Description: ** initial setup - MX6200 **Model Number**: MX6200 **Serial Number:** 58W10M29D07901 **Warranty Start Date: ** Aug 2, 2024 cx got 2 new nodes - MX6200 he also have 3 existing nodes - WHW03 asked cx for the SN checked on SNLT > not registered get & verify cx contact details **Troubleshooting Steps:** used Linksys app to setup nodes Connect the new parent node w/ an ethernet cable to modem uninstall & reinstall Linksys app Connect mobile device to the default Wi-Fi Open the Li...
Suggested Coaching Conversation
1
You handled the mesh explanation in #GI00135122 very clearly — that kind of patience really helps customers understand complex topics.
2
In #LTS00135129, we missed checking the modem's internet status before troubleshooting the router. How can we ensure we cover WAN basics on every connectivity call?
3
The MX6300 reference in #GI00135122 caused confusion. What steps can we take to verify model existence before mentioning it to customers?
4
Let's review the WAN diagnostic protocol together — can you walk me through how you'd approach a solid red LED on an MX node now?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00135122INBOUND | 2026-06-29 | — | 3.6 | 2 | 4 | 4 | 77.1% Developing | MX5300 | GENERAL INQUIRY | Customer advised to purchase/install intelligent mesh nodes for expansion; will look for compatible devices. |
| #LTS00135129INBOUND | 2026-06-29 | — | 2.8 | 3 | 2 | 2 | 34.6% Needs Improvement | MR9000 | SETUP | Agent will email self-help guidelines; customer to follow steps independently. |
| #LTS00135137INBOUND↩ cb | 2026-06-29 | — | 1.8 | 1 | 2 | 2 | 24.4% Needs Improvement | EA6350 | CONNECTIVITY | Incorrectly advised customer to contact Spectrum without performing any valid troubleshooting or confirming router configuration. |
| #LTS00135146INBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 23.2% Needs Improvement | WHW03 | SETUP | No resolution or actionable next step provided. |
| #LTS00135137INBOUND↩ cb | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 16.5% Needs Improvement | EA6350 | CONNECTIVITY | Recommend purchase of a new router or mesh system; customer will consider options at Best Buy. |
| #LTS00135155INBOUND | 2026-06-29 | — | 1.3 | 1 | 2 | 3 | 87.5% Meets / Exceeds | MBE7000 | SETUP | No resolution was achieved. The customer was misled into believing the incompatible nodes were successfully added. Correct next step: Inform customer that WHW03 and MBE7000 are incompatible per KB. Recommend using only MBE7000/MBE7000 series nodes or replacing the WHW03 with compatible hardware. |
| #LTS00135179INBOUND | 2026-06-29 | — | 3.2 | 3 | 2 | 3 | 79.7% Developing | LN3101 | SETUP | Customer successfully configured SSID and password and connected to the new network. |
| #LTS00135188INBOUND | 2026-06-29 | — | 2.8 | 1 | 4 | 3 | 12.3% Needs Improvement | EA7250 | NO TROUBLESHOOTING NEEDED | Instructed customer to check firmware version in router UI, but provided conflicting and inaccurate information about update availability and EOL status. |
| #LTS00135216INBOUND | 2026-06-29 | — | 1.9 | 1 | 3 | 3 | 38.0% Needs Improvement | MX6200 | SETUP | Escalated to Level‑2 troubleshooting hotline (213‑289‑3408) for further assistance. |
| c5de3adc-73fb-11f1-8405-42010a623f91INBOUND | 2026-06-29 | — | 1.8 | 4 | 2 | 2 | 11.1% Needs Improvement | MBE7000 | HARDWARE | Call ended abruptly with no resolution or next step established. |
| bf1b8ae6-7401-11f1-9b55-42010a62006fINBOUND | 2026-06-29 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | None – call ended without action. | |
| #LTS00135301INBOUND↩ cb | 2026-06-30 | — | 2.8 | 2 | 2 | 3 | 72.7% Developing | SPNMX57CF | SETUP | Router now shows solid blue; customer to verify internet by browsing. |
| #LTS00135309INBOUND↩ cb | 2026-06-30 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | No resolution; agent did not provide a viable fix. Recommended follow-up: disable Private Wi-Fi Address per KB, verify password, collect device info, and escalate if needed. |
| #LTS00135309INBOUND↩ cb | 2026-06-30 | — | 2.8 | 1 | 2 | 3 | 52.5% Needs Improvement | EA7500 | CONNECTIVITY | Customer to check iOS Wi-Fi settings or contact Apple for further assistance. |
| #LTS00135328INBOUND | 2026-06-30 | — | 1.3 | 1 | 1 | 1 | 0.0% Needs Improvement | EA6100 | CONNECTIVITY | Customer to have spouse assist with modem test; call back for paid support if needed. |
| #LTS00135301INBOUND↩ cb | 2026-06-30 | — | 2.2 | 3 | 1 | 3 | — | SPNMX57CF | SETUP | Advised a factory reset; no confirmation of success was obtained. Call ended without resolution or follow-up plan. |
| #LTS00135351INBOUND | 2026-06-30 | — | 1.8 | 1 | 2 | 2 | 43.0% Needs Improvement | MR9000 | SETUP | Customer to test router at house with a short cable; call back if still non-functional. |
| #TE00135341OUTBOUND | 2026-06-30 | — | 2.8 | 2 | 3 | 2 | 75.4% Developing | MBE7000 | SETUP | Network LEDs indicate normal operation; customer instructed to relocate nodes and reconnect devices. No internet connectivity verification performed. |
| 0cb40276-74aa-11f1-93fa-42010a623f91INBOUND | 2026-06-30 | — | 3.8 | 5 | 3 | 3 | 59.6% Needs Improvement | MX6200 | SETUP | Ensure the Ethernet cable is connected between the modem and the router’s WAN (yellow) port; monitor router status via the Linksys app once ISP service is restored. |
| #LTS00106653INBOUND | 2026-06-30 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6900 | CONNECTIVITY | Provided vague recommendation to consider a newer MX series router; no technical validation or warranty verification performed. |
| #LTS00135369INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 3 | 61.5% Needs Improvement | LN1100 | CONNECTIVITY | Agent advised the customer to contact Apple for device-side troubleshooting; no further Linksys action taken. |
| e2e77798-74c2-11f1-b6c1-42010a623f91INBOUND | 2026-06-30 | — | 3 | 5 | 2 | 3 | — | CONNECTIVITY | Customer instructed to power-cycle nodes and retry Wi-Fi connection. | |
| #LTS00135413INBOUND | 2026-06-30 | — | 3 | 4 | 3 | 2 | 46.8% Needs Improvement | EA7450 | CONNECTIVITY | Customer to power-cycle equipment, wait for stable router LED, and test connectivity. If still no internet, can call back and consider paid-connect service. |
| #LTS00135518INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 2 | 58.1% Needs Improvement | MX2000 | CONNECTIVITY | Customer instructed to continue using old Wi-Fi password and wait up to 24 hours for validation email; no further action taken. |
| #GI00135536INBOUND | 2026-07-01 | — | 2.8 | 1 | 1 | 3 | 77.6% Developing | EA6350 | ACCESS | Customer to attempt password reset using the router's Forgot Password feature; no confirmation of success was obtained during the call. |
| #LTS00135554INBOUND | 2026-07-01 | — | 2.8 | 2 | 2 | 3 | 48.8% Needs Improvement | MR7350 | SETUP | Advised customer to contact Spectrum ISP due to suspected modem/WAN issue, despite router appearing functional. |
| #LTS00135634INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 5.1% Needs Improvement | EA5800 | CONNECTIVITY | None. Customer was told no support is available due to router age. |
| #LTS00135641INBOUND | 2026-07-02 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | WRT160N | CONFIGURATION | Customer to log into the router's web interface at 192.168.1.1 and enable a Wi-Fi password under Wi-Fi settings. |
| #LTS00135638INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 23.8% Needs Improvement | EA7450 | CONNECTIVITY | Customer advised to power-cycle modem and router again and call back for paid support if issue persists. No self-help or diagnostic path provided. |
| #LTS00135648INBOUND↩ cb | 2026-07-02 | — | 3.8 | 4 | 3 | 4 | — | MR7350 | SETUP | Customer to download the Linksys app and run the setup wizard to change SSID/password. |
| #LTS00135648INBOUND↩ cb | 2026-07-02 | — | 2.8 | 1 | 2 | 2 | 83.5% Developing | MR7350 | SETUP | Router reconfigured via app; internet connectivity restored. |
| #LTS00135661INBOUND↩ cb | 2026-07-02 | — | 1.5 | 2 | 2 | 2 | 0.0% Needs Improvement | MX5300 | CONNECTIVITY | No resolution; call ended without next steps. |
| #LTS00135661OUTBOUND↩ cb | 2026-07-02 | — | 2.8 | 4 | 2 | 3 | — | MX5300 | CONNECTIVITY | Contact AT&T to confirm payment/service status; if service is active, perform a router re-configuration (factory reset) to restore connectivity. |
| #LTS00135665INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 3 | 50.1% Needs Improvement | RE7000 | SETUP | Provided self-help options: emailed setup guide and directed to the Linksys support site; offered paid-connect service if needed. |
| #LTS00135670INBOUND | 2026-07-02 | — | 3.2 | 4 | 3 | 2 | 11.7% Needs Improvement | E8450 | CONFIGURATION | Agent will email a static-IP configuration guide and directed the customer to the free AI chatbot on support.linksys.com. |
| #LTS00135669INBOUND | 2026-07-02 | — | 1.6 | 1 | 1 | 2 | 25.6% Needs Improvement | WHW03 | CONNECTIVITY | Agent instructed customer to reset child nodes and retry 5-press pairing; advised to call back if issue persists. No verification or escalation was provided. |
| #LTS00069592INBOUND | 2026-07-02 | — | 3 | 3 | 3 | 2 | 62.0% Needs Improvement | MX2000 | SETUP | All nodes were reset and paired; router accessed locally; Wi-Fi name and password set; network is functional. |
| #LTS00135706INBOUND | 2026-07-02 | — | 2.8 | 2 | 2 | 2 | 69.4% Needs Improvement | MR8300 | ACCESS | Provided self-help steps; no confirmation that password was retrieved. |
| #LTS00135763INBOUND | 2026-07-03 | — | 3.9 | 5 | 3 | 4 | 65.1% Needs Improvement | E8450 | CONNECTIVITY | Customer will power‑cycle modem and router, then perform a factory reset using the paperclip method if needed, following emailed instructions. |
| #LTS00077794INBOUND | 2026-07-03 | — | 3.1 | 5 | 1 | 3 | 0.0% Needs Improvement | E2500 | ACCESS | Agent will email step-by-step instructions for accessing the router UI and retrieving the Wi-Fi password. |
| #LTS00135781INBOUND↩ cb | 2026-07-03 | — | 3.3 | 4 | 3 | 3 | 54.6% Needs Improvement | EA7300 | SETUP | Sent email with detailed instructions to log into the router's web interface and change the Wi-Fi password. |
| #LTS00135781INBOUND↩ cb | 2026-07-03 | — | 2.8 | 2 | 3 | 3 | 74.1% Developing | EA7300 | SETUP | Router password reset completed; Wi-Fi and internet connectivity restored. |
| #LTS00135807INBOUND | 2026-07-03 | — | 4.4 | 5 | 4 | 4 | 86.2% Meets / Exceeds | SPNMX55GC | CONNECTIVITY | All child nodes have been successfully added to the mesh; relocate them to their intended locations. |
| #LTS00135648INBOUND↩ cb | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | — | MR7350 | SETUP | None; call ended without assistance. |
| #LTS00135814INBOUND | 2026-07-03 | — | 2.8 | 2 | 1 | 3 | 58.3% Needs Improvement | WHW01 | CONNECTIVITY | Node reset and paired via 5-press; now solid blue. Customer to monitor and relocate as needed. |
| #LTS00135853INBOUND | 2026-07-03 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | MX5300 | CONNECTIVITY | Agent offered to email Wi-Fi troubleshooting guidelines; customer may pursue paid Connex support if needed. |