Coaching Summary
Consistently low performance with multiple technical and protocol errors across all calls this week.
Frequent provision of inaccurate technical guidance and failure to collect essential customer information, leading to unresolved issues.
Key calls: #LTS00075610, #LTS00135655
Risk Flags
Critical Accuracy and Protocol Scores
Both calls this week had accuracy and protocol scores below 2.0 (call scores 1.0 each), indicating severe failures in technical guidance and procedural adherence.
ExampleIn ticket #LTS00075610, agent provided incorrect reset instructions and misdiagnosed LED status; in #LTS00135655, agent gave a wrong support URL and failed to troubleshoot.
Correct behavior: Follow KB guidelines for troubleshooting, verify information before providing, and adhere to protocol for data collection and issue resolution.
Impact: Customers received incorrect instructions, leading to unresolved issues and potential device misconfiguration.
Related: #LTS00075610, #LTS00135655
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.35 | 2 |
| Technical Accuracy | 1.0 | 2 |
| Protocol | 1.0 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 3.75% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.94 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Misdiagnosed solid red LED as requiring immediate factory reset without checking WAN cable, power, or night mode (contradicts led_cog_mesh_group_a.md Path A).
#LTS00075610 · call a3794f14-7387-11f1-9a0a-42010a663f80
improvement
Provided incorrect reset duration (15 seconds) — KB (universal_factory_reset.md) specifies 10–20 seconds for LN1600.
#LTS00075610 · call a3794f14-7387-11f1-9a0a-42010a663f80
improvement
Provided a completely incorrect and non-functional support URL ('support.link lawyers.com'), which misdirects the customer to a non-existent page — a severe ACCURACY and PROTOCOL failure.
#LTS00135655 · call 63d4bc72-7625-11f1-be10-42010a623f91
improvement
Failed to troubleshoot the customer's reported internet issue, leaving the primary technical problem unaddressed.
#LTS00135655 · call 63d4bc72-7625-11f1-be10-42010a623f91
Call Handling Findings
- Incorrect Technical GuidanceVerify WAN connection, power status, and night mode before recommending resets; confirm reset duration matches KB (10-20 seconds for LN1600).
- Inaccurate Information ProvisionVerify all support URLs before providing them; collect model and serial number at the start of each call.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly identified the product model from the customer's description in ticket #LTS00075610 — great attention to detail that helps route issues accurately.
2
When customers report solid red LED issues, how do you verify WAN connection and power status before recommending a reset?
3
What process do you use to ensure you collect serial numbers and warranty information at the start of every call?
4
How can you confirm that customers understand and can implement the solutions you provide, especially when closing calls without full resolution?
5
What steps do you take to verify the accuracy of support URLs before sharing them with customers?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00075610 | 2026-06-29 | — | 1.6 | 1 | 1 | 2 | 3.8% Needs Improvement | WRT1200AC | NO TROUBLESHOOTING NEEDED | Call ended without resolution. Agent promised email instructions but misrecorded the email, making follow-up unlikely. |
| #LTS00135655INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | — | MX4200 | SETUP | Directed to support.linksys.com with incorrect URL provided; no functional resolution achieved. |