Coaching Summary
Needs Improvement - Overall scores declining due to inconsistent troubleshooting and policy miscommunication.
Inconsistent application of basic diagnostics and KB policies for out-of-warranty devices.
Key calls: #LTS00135135, #LTS00135194, #TE00135683
Risk Flags
Critical Dimension Below Threshold
Accuracy score < 2.5 in 7 of 25 calls this week
ExampleCall #LTS00135194: accuracy 1.0 due to incorrect model identification and warranty miscommunication
Correct behavior: Verify model/serial, perform warranty lookup, and provide accurate policy information
Impact: Misled customer about support options and device status
Related: #LTS00135139, #LTS00135194, #LTS00135209
Escalated but Unresolved
Escalated MX6200 case #TE00135683 with unresolved technical inaccuracies
ExampleIncorrect LED interpretation and URL guidance delayed resolution
Correct behavior: Accurate LED state explanation and correct access URLs per KB
Impact: Extended downtime and frustration for customer
Related: #TE00135683
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.31 | 29 |
| Technical Accuracy | 2.52 | 29 |
| Protocol | 1.83 | 29 |
| Communication | 2.45 | 29 |
V2 Rubric (Shadow Grading)
V2 overall: 35.26% across 27 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.28 |
| Technical Accuracy | 1.45 |
| Communication | 2.55 |
| Customer Ownership | 2.35 |
| Escalation Judgment | 1.67 |
| Customer Experience | 1.92 |
- Unresolved: 18
- Partial Resolution: 4
- Successful Resolution: 4
- Appropriate Escalation: 1
Score Diagnostics
Based on 29 calls reviewed this week.
Technical Findings
improvement
Misinterpreted solid blue LED as 'setup mode' on MX6200; KB states solid blue indicates online/healthy state.
#TE00135683 · call 28eb5ea8-7644-11f1-a6d9-42010a62006f
improvement
Provided incorrect URLs (myrouter.info, myrouter.loc2al) for MX6200 access; correct URL is myrouter.local.
#TE00135683 · call 28eb5ea8-7644-11f1-a6d9-42010a62006f
improvement
Repeated 5-press attempts without checking WAN configuration, violating troubleshooting flow for MX6200.
#LTS00131580 · call 95446dd6-7632-11f1-8892-42010a623f91
Call Handling Findings
- Inconsistent TroubleshootingAlways perform power cycle, check LED status, and test with Ethernet cable before concluding hardware failure.
- Miscommunication of PoliciesAlways offer basic triage and self-help resources for out-of-warranty devices per universal_escalation_guide.md.
Calibration Notes
- High auto-zero risk due to material technical inaccuracies despite escalation; requires QA review of LED state and URL guidance.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135209high
Grader marked issue unresolved due to no validation, while documentation claims 'EOC' (End of Call) with no resolution steps.
Grader says: Agent incorrectly advised that the dim LED is normal and told customer to monitor the device. No actual resolution or valid next step provided.
Agent documented: **Issue Description: ** LED Changed **Model Number**: **Serial Number:** 41P410M13849101 **Warranty Start Date: ** Apr 14, 2026 **Notes:** Calling about the Linksys extender that he bought, it's two months old LED changed from a solid blue it turned dim Educated customer and advised it’s fine As long as there is no issues with the connectivity Customer acknowledged EOC
Suggested Coaching Conversation
1
I noticed you correctly identified several EOL devices this week—that's great attention to detail. How do you feel about the balance between policy adherence and customer empathy when devices are out of warranty?
2
In cases like #LTS00135135 where no troubleshooting was performed, what steps could we add to our protocol for Wi-Fi outages on OOW devices?
3
The MX6200 escalation in #TE00135683 had some technical inaccuracies—let's review the KB together to ensure we're all aligned on LED states and access URLs.
4
How do you approach collecting model/serial information when a customer is frustrated? Let's practice some phrasing that maintains control while gathering critical data.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135135INBOUND | 2026-06-29 | — | 2.8 | 4 | 3 | 2 | 26.4% Needs Improvement | E7350 | CONNECTIVITY | Advise factory reset and reconfiguration; offer to email user guide; inform of paid support option. |
| #LTS00135139INBOUND | 2026-06-29 | — | 2.8 | 2 | 1 | 2 | 12.5% Needs Improvement | MR20EC | CONNECTIVITY | Offered paid support; customer declined. No further action taken. |
| #LTS00135165INBOUND | 2026-06-29 | — | 2.8 | 3 | 1 | 2 | 0.0% Needs Improvement | EA7200 | CONNECTIVITY | Offered paid Connect service ($15) and suggested purchasing a new router from Amazon, Best Buy, or Linksys. No technical fix provided. |
| #LTS00135194INBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 3.8% Needs Improvement | MR20EC | NO TROUBLESHOOTING NEEDED | No resolution achieved. Customer was given incorrect information and no actionable next steps. |
| #LTS00135209INBOUND | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | RE7350 | NO TROUBLESHOOTING NEEDED | Agent incorrectly advised that the dim LED is normal and told customer to monitor the device. No actual resolution or valid next step provided. |
| #LTS00135310INBOUND | 2026-06-30 | — | 3 | 4 | 2 | 4 | 34.4% Needs Improvement | WHW01 | SETUP | Agent will email step-by-step troubleshooting instructions and offered $15 paid-support if needed. |
| #GI00135335INBOUND | 2026-06-30 | — | 2.8 | 5 | 3 | 3 | 21.2% Needs Improvement | GENERAL INQUIRY | Customer will call back with serial number; no technical solution was implemented during this call. | |
| #LTS00135340INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 2 | 42.5% Needs Improvement | WHW01 | SETUP | Agent provided reset instructions and offered paid support but no confirmed fix; customer advised to retry setup and may call back. |
| #LTS00135360INBOUND↩ cb | 2026-06-30 | — | 1.3 | 1 | 1 | 2 | 3.8% Needs Improvement | MX6200 | CONFIGURATION | No resolution achieved. Further troubleshooting required: verify modem status, reboot modem, check WAN IP, run speed test at modem, and consider escalation if issue persists. |
| #LTS00135360INBOUND↩ cb | 2026-06-30 | — | 4 | 5 | 4 | 3 | 68.4% Needs Improvement | MX6200 | CONFIGURATION | Guest network SSID now visible on phone; issue resolved. |
| #LTS00135488INBOUND | 2026-07-01 | — | 2.8 | 2 | 2 | 3 | 94.2% Meets / Exceeds | MX4200 | CONNECTIVITY | Node re-paired and functioning (solid blue). No further steps required. |
| #LTS00135506INBOUND | 2026-07-01 | — | 2.6 | 4 | 3 | 4 | 54.9% Needs Improvement | MX2000 | SETUP | Agent incorrectly assumed the Wi-Fi was extended and closed the call without confirming functionality or providing further steps. |
| #LTS00135511INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 3 | 7.5% Needs Improvement | WHW03 | CONNECTIVITY | Agent will send an email with information; no technical fix was applied. |
| #LTS00135522INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 2 | 40.4% Needs Improvement | EA7300 | CONNECTIVITY | Agent offered to email generic troubleshooting steps and suggested using the Linksys AI chat; customer accepted the email option. |
| #LTS00135528INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 2 | 21.5% Needs Improvement | EA6350 | CONNECTIVITY | Suggested upgrading to a newer router; no configuration or troubleshooting steps were completed. |
| #LTS00135541INBOUND | 2026-07-01 | — | 3.3 | 4 | 3 | 3 | 63.3% Needs Improvement | RE6300 | SETUP | Agent will email the RE6300 V2 user guide and instructed the customer to reset the extender and use WPS or LAN-cable setup. |
| #LTS00135660INBOUND | 2026-07-02 | — | 1.4 | 1 | 1 | 3 | 64.8% Needs Improvement | VLP01 | CONNECTIVITY | Agent recommended purchasing a new router and will email the user guide for a reset. |
| #LTS00131580INBOUND | 2026-07-02 | — | 2.8 | 4 | 1 | 3 | 19.2% Needs Improvement | WHW01 | CONNECTIVITY | Customer to verify ISP service and, if needed, contact ISP; agent will email the router user guide; paid-support option offered. |
| #TE00135683INBOUND | 2026-07-02 | — | 1.8 | 1 | 2 | 3 | 55.1% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level‑2 technical support for further investigation. |
| #LTS00113665INBOUND | 2026-07-02 | — | 2.8 | 3 | 3 | 2 | 84.3% Developing | WHW03 | SETUP | Router re‑configured and online; no further action needed. |
| #LTS00094640 | 2026-07-03 | — | 1.8 | 4 | 1 | 1 | — | EA8300 | CONNECTIVITY | Agent promised to send an email later; no resolution or concrete next steps provided. |
| #LTS00135793INBOUND | 2026-07-03 | — | 2 | 2 | 2 | 2 | 2.4% Needs Improvement | EA9500 | CONNECTIVITY | Suggested customer consider purchasing a new router; no technical troubleshooting or self-help guidance provided. |
| #LTS00135805INBOUND | 2026-07-03 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | SETUP | Offered paid PayConnect support; no troubleshooting performed. Call ended without clear next steps. |
| #LTS00135810INBOUND↩ cb | 2026-07-03 | — | 2.4 | 3 | 3 | 2 | 47.6% Needs Improvement | MX6200 | SETUP | Wait up to 24 hours for the nodes to fully join; then re-check the app. If still missing, reopen case. |
| #LTS00135810OUTBOUND↩ cb | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 3.8% Needs Improvement | MX6200 | SETUP | No valid resolution provided. Customer left with nodes offline and no actionable next steps. |
| #LTS00135810OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 1 | 1 | 2 | 73.8% Developing | MX6200 | SETUP | Advised to try downstairs node; no confirmed fix or valid next step. |
| #LTS00135810OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 4 | 1 | 3 | — | MX6200 | SETUP | Monitor node for 24 hours; case escalated for further investigation. |
| #LTS00077794INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 53.1% Needs Improvement | E2500 | ACCESS | Customer will attempt factory reset or web UI access and call back if unsuccessful. |
| #LTS00135849INBOUND | 2026-07-03 | — | 2.8 | 3 | 2 | 3 | 53.3% Needs Improvement | MR8300 | CONNECTIVITY | Customer to power-cycle equipment, re-test speed, and follow up if problem persists. |