Coaching Summary
Improving technical accuracy but needs more consistent protocol adherence
Tends to skip basic diagnostics before escalation in connectivity cases
Key calls: #LTS00135116, #LTS00135121, #LTS00135175
Risk Flags
Protocol Violation
Failed to collect serial number and model information on 4 calls this week
ExampleCall #LTS00135116 - agent requested proof of purchase without verifying product details
Correct behavior: Always collect model and serial number before proceeding with diagnostics or escalation
Impact: Inability to properly diagnose and resolve issues
Related: #LTS00135116, #LTS00135121, #LTS00135175, #LTS00135287
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.44 | 19 |
| Technical Accuracy | 2.68 | 19 |
| Protocol | 1.84 | 19 |
| Communication | 2.42 | 19 |
V2 Rubric (Shadow Grading)
V2 overall: 37.99% across 18 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.44 |
| Technical Accuracy | 1.68 |
| Communication | 2.22 |
| Customer Ownership | 2.92 |
| Escalation Judgment | 2.8 |
| Customer Experience | 1.65 |
- Unresolved: 10
- Partial Resolution: 4
- Appropriate Escalation: 2
- Successful Resolution: 2
Score Diagnostics
Based on 19 calls reviewed this week.
Technical Findings
improvement
Failed to verify router admin access or guide customer to local web UI despite core connectivity issue
#LTS00135116 · call f06e4d0c-73b3-11f1-9856-42010a62006f
improvement
Provided incorrect reset guidance - stated 5 seconds insufficient but didn't instruct on correct 10-20 second factory reset
#LTS00135116 · call f06e4d0c-73b3-11f1-9856-42010a62006f
Call Handling Findings
- Technical Troubleshooting DepthAlways perform WAN connectivity checks, router UI access verification, and basic firmware updates before escalating or requesting documentation.
Calibration Notes
- Short call (11.67%) with unresolved technical issue despite high customer effort
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you handled the escalation in #PR00134557 very well - the documentation was clear and the customer was kept informed. Great job on that!
2
In cases like #LTS00135116, what challenges did you face when trying to verify the router's admin access?
3
How comfortable are you with guiding customers through factory resets? Let's review the KB steps together.
4
What strategies could we use to ensure we always collect model and serial numbers early in the call?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135116INBOUND | 2026-06-29 | — | 2.1 | 2 | 2 | 3 | 11.7% Needs Improvement | EA7450 | CONNECTIVITY | Agent requested proof of purchase via email and instructed the customer to call back once receipt is available. |
| #LTS00135121INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 3 | 50.8% Needs Improvement | EA8250 | ACCESS | Suggested performing a hard reset and considering purchase of a new router; no successful login achieved. |
| #LTS00135153INBOUND | 2026-06-29 | — | 3 | 4 | 2 | 3 | 19.7% Needs Improvement | WHW03 | ACCESS | Customer to use 5-press method or web interface (http://myrouter.local) to add nodes. Delete and reinstall the app after 24 hours. Instructions to be emailed to shay@gmail.com. |
| 77e160c4-73ca-11f1-9572-42010a623f91INBOUND | 2026-06-29 | — | 1.7 | 3 | 1 | 2 | 34.5% Needs Improvement | HARDWARE | Re-escalated to second-level support with ticket Tangle Echo 000-78395; no troubleshooting or self-help steps provided. | |
| #LTS00135175INBOUND | 2026-06-29 | — | 2.3 | 3 | 2 | 2 | 73.6% Developing | MX2000 | CONNECTIVITY | Ticket 00135175 opened; customer advised to call back for continued troubleshooting. |
| #LTS00135195INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 22.4% Needs Improvement | E7350 | CONNECTIVITY | Advised the customer to contact the solar-panel provider via unisolar.com for assistance; no technical fix was applied. |
| #LTS00135204INBOUND | 2026-06-29 | — | 2.8 | 3 | 2 | 3 | 22.2% Needs Improvement | MR8300 | CONNECTIVITY | Agent promised to email step-by-step reset instructions; no fix confirmed or validated. |
| #LTS00135283INBOUND | 2026-06-30 | — | 3 | 3 | 2 | 3 | 79.4% Developing | SPNMX56CF | ACCESS | Parental control schedule saved successfully; child node added and online. |
| #LTS00135287INBOUND | 2026-06-30 | — | 1.4 | 1 | 1 | 2 | 74.4% Developing | SPNM60TB | ACCESS | Customer changed Wi-Fi settings but app login issue remains unresolved; agent suggested downgrading to Wi-Fi 6 device but provided no actionable path. |
| #LTS00114138INBOUND | 2026-06-30 | — | 2.9 | 4 | 2 | 3 | — | SPNMX56TB | SETUP | Advised to replace the EA-4500 with a newer mesh router; no further troubleshooting performed. |
| #LTS00135479INBOUND | 2026-07-01 | — | 2.8 | 2 | 3 | 2 | 37.5% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Customer will perform a factory reset of the WHW03 node and re-configure it to associate with the correct Linksys account using a guide that will be emailed. |
| #LTS00135480INBOUND | 2026-07-01 | — | 1 | 1 | 1 | 1 | 9.6% Needs Improvement | WHW03 | CONNECTIVITY | Created LTS ticket 00135749 and offered $15 paid‑support; no technical fix was applied. |
| #LTS00135502INBOUND | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 13.8% Needs Improvement | EA6350 | ACCESS | Agent promised to email a guide on how to access the local UI and change the password, but no technical resolution was achieved during the call. |
| #PR00134557INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 3 | 43.7% Needs Improvement | HARDWARE | Escalated to second-level support; customer to await callback for validation and possible replacement. | |
| #LTS00135677INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 2 | 65.1% Needs Improvement | E7350 | CONNECTIVITY | Provided self-help article and reset instructions; suggested hardware upgrade if issue persists. No confirmed fix for Wi-Fi instability. |
| #LTS00135689INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | RE6500 | CONNECTIVITY | Agent will email a detailed setup guide; customer to perform hard reset and retry setup per guide. |
| #LTS00135697INBOUND | 2026-07-02 | — | 1.8 | 1 | 2 | 2 | 22.8% Needs Improvement | LN1100 | CONNECTIVITY | Node showed solid blue after steps, but no verification of Wi-Fi or mesh connectivity was performed. Call closed without resolution. |
| #TE00135595INBOUND | 2026-07-03 | — | 2.6 | 4 | 1 | 3 | 46.4% Needs Improvement | WHW03 | CONNECTIVITY | Escalated to Level 2 support; callback scheduled at 11:30 am. |
| #LTS00135819INBOUND | 2026-07-03 | — | 3.2 | 5 | 2 | 2 | 56.2% Needs Improvement | RE6350 | ACCESS | Customer to follow emailed step-by-step guide to reset and reconfigure the extender. |