Coaching Summary
Performance is improving with better empathy but still needs more diagnostic rigor; overall score up 0.12 from prior week.
Agent tends to shortcut troubleshooting for connectivity issues, leading to unresolved cases and callbacks.
Key calls: #LTS00135225, #LTS00135230, #LTS00135233
Risk Flags
Escalated but unresolved
Escalated cases lacked follow-up documentation and resolution confirmation (e.g., #PR00128785).
ExampleEscalation to L2 for hardware replacement in #PR00128785 had no resolution confirmation in HappyFox notes.
Correct behavior: Document L2 resolution steps and confirm closure with customer.
Impact: Customer left without clear resolution path, leading to potential repeat contacts.
Related: #PR00128785, #TE00135556
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.44 | 52 |
| Technical Accuracy | 2.58 | 52 |
| Protocol | 1.9 | 52 |
| Communication | 2.46 | 52 |
V2 Rubric (Shadow Grading)
V2 overall: 38.72% across 50 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.66 |
| Technical Accuracy | 1.86 |
| Communication | 2.5 |
| Customer Ownership | 2.61 |
| Escalation Judgment | 2.64 |
| Customer Experience | 1.87 |
- Unresolved: 29
- Successful Resolution: 11
- Partial Resolution: 5
- Appropriate Escalation: 3
- Ownership Gap: 2
Score Diagnostics
Based on 52 calls reviewed this week.
Technical Findings
improvement
Failed to verify WAN connection before troubleshooting LAN issues in #LTS00135865, violating KB diagnostic flow.
#LTS00135865 · call 93db810-7727-11f1-b357-42010a62006f
improvement
Instructed invalid 5-press pairing on SPNM series in #LTS00135837, which only supports button-based pairing.
#LTS00135837 · call 67a197f2-7711-11f1-95d6-42010a62006f
Call Handling Findings
- Diagnostic DepthAlways perform power cycle, check LED status, and verify wired connectivity before escalating or offering paid support.
- Accuracy in GuidanceAlways verify URLs against KB and use correct formats (e.g., myrouter.local, [REDACTED_PHONE]).
Calibration Notes
- High overall score (3.7) but zero troubleshooting performed; grader may have insufficient signal for out-of-warranty case.
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00135715high
Agent provided incorrect support URL and closed call without resolution despite KB requiring driver delivery.
Grader says: No driver provided; gave incorrect support URL; call ended without resolution or follow-up.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled #LTS00135225 with great empathy and clear warranty explanation—that’s exactly the customer-centric approach we value. Let’s discuss how we can pair that with deeper diagnostics for cases like #LTS00135230.
2
When customers report 'no internet' after a reset, what steps do you currently take before considering escalation?
3
How do you verify that a customer has tried basic troubleshooting like power cycling before offering self-help resources?
4
Let’s role-play a connectivity call where the customer is frustrated—how would you balance empathy with thorough diagnostics?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135225INBOUND | 2026-06-29 | — | 3.7 | 5 | 4 | 4 | 29.2% Needs Improvement | MR7350 | CONNECTIVITY | Customer will attempt self-help via support.linksys.com; may contact back for paid support if needed. |
| #LTS00135230INBOUND | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 21.7% Needs Improvement | WHW03 | CONNECTIVITY | Offered $15 paid-support session; no technical fix or self-help path provided. |
| #LTS00135233INBOUND | 2026-06-29 | — | 1.8 | 2 | 2 | 2 | 64.3% Needs Improvement | WHW03 | SETUP | Wi-Fi network reconfigured; advised to power-cycle the alarm panel and retry connection. No resolution confirmed. |
| #LTS00135245INBOUND↩ cb | 2026-06-29 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | No resolution or next step provided. Issue remains unresolved. |
| #LTS00135245INBOUND↩ cb | 2026-06-29 | — | 3.4 | 3 | 4 | 3 | 69.4% Needs Improvement | MX6200 | CONNECTIVITY | Customer now has working 2.4 GHz Wi-Fi; will test remaining smart devices. Warranty details provided. |
| #LTS00135253INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 3 | 20.4% Needs Improvement | RE6400 | SETUP | Provided incorrect support URL and offered paid support; no configuration or reset steps performed. |
| #LTS00135255INBOUND | 2026-06-30 | — | 3.4 | 5 | 3 | 3 | 58.3% Needs Improvement | E5350 | CONNECTIVITY | Router re‑configured; internet connectivity presumed restored. |
| #LTS00135259INBOUND | 2026-06-30 | — | 1.1 | 1 | 1 | 2 | 34.5% Needs Improvement | EA7300 | CONNECTIVITY | Customer directed to incorrect support websites; no valid troubleshooting performed or confirmed. |
| #LTS00135261INBOUND | 2026-06-30 | — | 3.2 | 5 | 2 | 3 | 16.7% Needs Improvement | E1200 | CONNECTIVITY | Advised customer to replace the E-1200 with a newer Linksys model due to end-of-life status; provided support.linksys.com and www.linksys.com for product information and self-help. |
| 80c3b130-742c-11f1-9ee0-42010a623f91INBOUND | 2026-06-30 | — | 2.8 | 3 | 2 | 2 | 38.9% Needs Improvement | LN1600 | GENERAL INQUIRY | Advised customer to contact Ring support for compatibility/setup; provided generic Linksys support URL (support.linksys.com). |
| #GI00135265INBOUND | 2026-06-30 | — | 1.8 | 4 | 2 | 3 | 4.6% Needs Improvement | M4DFR-AX22 | GENERAL INQUIRY | Advised to visit https://support.linksys.com for further assistance. |
| be6b964a-74bf-11f1-a348-42010a623f91INBOUND | 2026-06-30 | — | 3.5 | 5 | 1 | 3 | 79.4% Developing | WHW03 | CONNECTIVITY | Both child nodes are now online; no further action needed. |
| #LTS00135409INBOUND | 2026-06-30 | — | 2.8 | 2 | 3 | 3 | 90.7% Meets / Exceeds | MX2000 | ACCESS | Customer applied the new Wi‑Fi settings; likely able to connect the door lock. |
| #LTS00135415INBOUND | 2026-06-30 | — | 1.7 | 1 | 1 | 3 | 11.7% Needs Improvement | EA7450 | SETUP | Provided invalid support URL and offered paid Connect service; no technical troubleshooting performed. |
| #LTS00135425INBOUND | 2026-06-30 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Provided link to support.linksys.com article and offered paid support; no technical fix applied. |
| #LTS00135430INBOUND | 2026-06-30 | — | 3.3 | 2 | 3 | 3 | 69.7% Needs Improvement | MX4200 | SETUP | Router configured; internet connectivity confirmed. |
| #LTS00135355INBOUND↩ cb | 2026-06-30 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Customer agreed to $15 paid support; transaction was started but not completed and no technical fix was applied. |
| #LTS00135355OUTBOUND↩ cb | 2026-07-01 | — | 2.8 | 2 | 2 | 3 | 75.5% Developing | WHW03 | CONNECTIVITY | Nodes now show solid blue/green LEDs; mesh appears online. Customer advised to test internet access and keep nodes positioned for good signal. |
| #LTS00135443INBOUND | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 16.5% Needs Improvement | EA7300 | CONNECTIVITY | Provided incorrect support URL and offered paid-connect service; no technical fix or viable self-help path established. |
| #PR00128785INBOUND | 2026-07-01 | — | 1.8 | 1 | 2 | 3 | 73.0% Developing | E8450 | HARDWARE | Escalated to L2; technician will call back within an hour for hardware replacement. |
| #TE00135556INBOUND↩ cb | 2026-07-01 | — | 2.6 | 2 | 1 | 1 | 20.9% Needs Improvement | E5450 | CONNECTIVITY | Escalated to Level 2 support; customer to receive a callback within 2–3 hours. |
| #LTS00135574INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 3 | 28.3% Needs Improvement | WHW03 | CONNECTIVITY | Customer will use support.linksys.com to follow the WHW03 re-configuration guide. |
| #TE00135556INBOUND↩ cb | 2026-07-02 | — | 1.8 | 1 | 2 | 2 | 72.7% Developing | E5450 | CONNECTIVITY | Escalated to Level 2 for speed-performance investigation; customer to receive a callback within 1-2 hours. |
| #LTS00135586INBOUND | 2026-07-02 | — | 1.8 | 1 | 2 | 2 | 32.5% Needs Improvement | WHW01 | CONNECTIVITY | Customer to contact Spectrum for modem Wi-Fi password to verify ISP connectivity; agent will follow up. |
| #LTS00135597INBOUND | 2026-07-02 | — | 2.3 | 3 | 2 | 2 | 39.4% Needs Improvement | WHW03 | CONNECTIVITY | Reconnect Linksys router to modem, power cycle, and if red LED persists, perform factory reset and reconfigure. |
| #LTS00135603INBOUND | 2026-07-02 | — | 2.8 | 2 | 3 | 3 | 76.6% Developing | EA9500 | CONNECTIVITY | Router reset, correct power adapter installed, Wi‑Fi re‑configured; internet connectivity restored. |
| #PR00135701INBOUND | 2026-07-02 | — | 2.6 | 4 | 2 | 2 | 48.4% Needs Improvement | MX2000 | HARDWARE | Escalate to Customer Service for replacement after receiving video and receipt. |
| #LTS00135705INBOUND | 2026-07-02 | — | 3.1 | 5 | 2 | 2 | 18.6% Needs Improvement | MR8300 | CONNECTIVITY | Customer to follow online guide or use paid support; email with instructions sent. |
| #TE00135715INBOUND | 2026-07-02 | — | 1.5 | 1 | 2 | 3 | 25.6% Needs Improvement | WUSB6100M | SETUP | No driver provided; gave incorrect support URL; call ended without resolution or follow-up. |
| #LTS00135718INBOUND↩ cb | 2026-07-02 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | not_applicable |
| #LTS00135718INBOUND↩ cb | 2026-07-02 | — | 2.8 | 2 | 2 | 3 | 78.9% Developing | MR8300 | CONNECTIVITY | Provided password‑view steps and directed to online KB; offered paid‑support if needed. |
| #GI00135724INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 33.7% Needs Improvement | WHW03 | HARDWARE | Purchase a WHW01 node and attempt to add it as a child node to the existing WHW03 system. |
| #LTS00103670INBOUND | 2026-07-03 | — | 1.2 | 1 | 2 | 2 | 41.6% Needs Improvement | MX2000 | CONNECTIVITY | No fix achieved; no valid next step provided. Correct path requires factory reset of child node and re-pairing via 5-press or web UI. |
| #PR00134557INBOUND | 2026-07-03 | — | 2.8 | 5 | 1 | 3 | 56.8% Needs Improvement | HARDWARE | Level-2 technician will call back within 15 minutes to address the defective cord. | |
| #LTS00135732INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 6.8% Needs Improvement | EA6350 | ACCESS | Customer to visit support.linksys.com for self-help; no confirmed fix or recovery path provided. |
| #LTS00135736INBOUND↩ cb | 2026-07-03 | — | 2.8 | 5 | 2 | 3 | 75.7% Developing | MX2000 | CONNECTIVITY | Customer to configure Wi-Fi SSID/password in the router UI; pending. |
| #LTS00135736OUTBOUND↩ cb | 2026-07-03 | — | 3.4 | 4 | 3 | 3 | 62.0% Needs Improvement | MX2000 | CONNECTIVITY | Router admin accessed, Wi-Fi settings updated, and all devices successfully reconnected to network. Issue resolved. |
| #LTS00135827INBOUND | 2026-07-03 | — | 1.8 | 1 | 1 | 3 | 28.4% Needs Improvement | E1200 | CONNECTIVITY | Directed customer to incorrect support website (support.lynksys.com) for setup articles; suggested using AI tool. |
| #LTS00135830INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 2 | 50.5% Needs Improvement | EA7430 | CONNECTIVITY | Advise customer to attempt recovery-key password reset using the 5-digit key on the router label; if unavailable, perform factory reset and reconfigure. Verify Ring camera supports 5GHz if connecting to 5GHz network. |
| #GI00135833INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 3 | 20.0% Needs Improvement | WHW01 | HARDWARE | Advise customer to obtain a correct 12 V 1 A power adapter from Amazon (return) or a local electronics retailer, and to contact ISP if the device was ISP-provided. |
| #LTS00135837INBOUND↩ cb | 2026-07-03 | — | 1.8 | 5 | 1 | 2 | — | SPNMX56 | CONNECTIVITY | None provided. |
| #LTS00135837INBOUND↩ cb | 2026-07-03 | — | 2.8 | 1 | 1 | 3 | 62.4% Needs Improvement | SPNMX56 | CONNECTIVITY | Internet restored after router reset; customer confirmed connectivity. |
| #LTS00135722INBOUND | 2026-07-03 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | WHW03 | ACCESS | Provided link to support.linksys.com for self-help articles; suggested purchasing a new router if issue persists. |
| #LTS00135845INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 26.4% Needs Improvement | WRT1200AC | CONNECTIVITY | Directed customer to support.lincom.com (incorrect URL) for self-help articles and AI tool. |
| #LTS00135850INBOUND | 2026-07-03 | — | 2.8 | 1 | 1 | 2 | 52.1% Needs Improvement | MR7350 | CONNECTIVITY | Printers are now online and printing; customer will reconnect remaining devices and verify full network functionality. |
| #LTS00135865INBOUND↩ cb | 2026-07-03 | — | 2.6 | 4 | 2 | 2 | — | E5350 | CONNECTIVITY | Customer to contact ISP for network refresh and then call back. |
| #GI00135857INBOUND↩ cb | 2026-07-03 | — | 4 | 5 | 3 | 3 | 89.6% Meets / Exceeds | ACCESS | Customer retrieved Wi-Fi password from connected Android tablet and confirmed resolution. | |
| #GI00135857INBOUND↩ cb | 2026-07-03 | — | 3.3 | 4 | 2 | 4 | 78.1% Developing | ACCESS | Customer scanned QR code from tablet and successfully connected the phone to Wi-Fi. | |
| #LTS00135865INBOUND↩ cb | 2026-07-03 | — | 1.7 | 3 | 1 | 2 | 15.6% Needs Improvement | E5350 | CONNECTIVITY | None provided. Customer left without actionable steps beyond re-reading already-attempted instructions. |
| #LTS00135869INBOUND | 2026-07-03 | — | 1.2 | 1 | 2 | 2 | 20.0% Needs Improvement | E2500 | CONNECTIVITY | Sent email with setup instructions (invalid URL provided). |
| #LTS00135877INBOUND | 2026-07-04 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Customer advised to contact Spectrum to verify modem internet service; no further Linksys action taken. |
| #LTS00135884INBOUND | 2026-07-04 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | EA6350 | ACCESS | Agent sent an email with generic instructions and directed the customer to support.linksys.com; no confirmed fix. |