Coaching Summary
Performance needs improvement with low accuracy and protocol scores
Inconsistent troubleshooting and missing protocol data
Key calls: #LTS00135251, #LTS00135432
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 8 of 20 calls
ExampleOn #LTS00135426, accuracy score was 1 due to missing troubleshooting steps
Correct behavior: Follow KB troubleshooting steps and verify resolution before closing
Impact: Unresolved issues leading to repeat calls
Related: #LTS00135426, #LTS00135432
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.05 | 36 |
| Technical Accuracy | 2.28 | 36 |
| Protocol | 1.56 | 36 |
| Communication | 2.22 | 36 |
V2 Rubric (Shadow Grading)
V2 overall: 33.75% across 34 v2-scored calls this week4 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.72 |
| Technical Accuracy | 1.42 |
| Communication | 1.54 |
| Customer Ownership | 2.42 |
| Escalation Judgment | 1.08 |
| Customer Experience | 1.27 |
- Unresolved: 19
- Successful Resolution: 7
- Partial Resolution: 6
- Ownership Gap: 2
Score Diagnostics
Based on 36 calls reviewed this week.
Technical Findings
improvement
Provided incorrect factory reset duration (30 seconds instead of 10–20 seconds) for WHW03 model
#LTS00135251 · call 7fbbf58c-7417-11f1-a929-42010a62006f
Call Handling Findings
- Troubleshooting DepthAlways collect model, serial number, and warranty status before troubleshooting; reference KB for valid LED states.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you correctly applied the 5-press pairing method for WHW03 in several calls - great job staying KB-compliant.
2
Let's discuss how we can improve troubleshooting depth by ensuring we collect model/serial/warranty data on every call.
3
Can you walk me through how you'd handle a connectivity issue on an MX4200 now, considering the protocol gaps we've seen?
4
What strategies can we use to verify email addresses before promising follow-up documentation?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00129570INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 47.0% Needs Improvement | MX4200 | SETUP | Agent will send a configuration article to the customer's email; paid support available if needed. |
| #LTS00135251INBOUND | 2026-06-30 | — | 2.3 | 3 | 2 | 2 | 13.1% Needs Improvement | WHW03 | CONNECTIVITY | Advised customer to contact ISP for modem issues and to call back for further assistance. |
| 93847128-742d-11f1-aec9-42010a623f91INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 2 | 29.4% Needs Improvement | SETUP | Perform proper 5‑press pairing on the parent node, ensure nodes are within range, wait for solid white. If still blinking, power‑cycle and factory‑reset each node then repeat pairing. | |
| #LTS00135416INBOUND | 2026-06-30 | — | 2.2 | 3 | 2 | 3 | 8.3% Needs Improvement | E2500 | CONNECTIVITY | Agent promised to email generic instructions but did not verify the correct email address or clarify the ambiguous advice. No troubleshooting was performed. |
| #LTS00135426INBOUND↩ cb | 2026-06-30 | — | 1.8 | 5 | 1 | 1 | — | MR7500 | ACCESS | No resolution or next steps provided. Call ended in silence. |
| #LTS00135426OUTBOUND↩ cb | 2026-06-30 | — | 3.8 | 5 | 2 | 4 | 78.4% Developing | MR7500 | ACCESS | Customer instructed to log in with the router password or reset it via the recovery key; no further follow-up required. |
| 412e3fdc-74da-11f1-997c-42010a623f91INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 3 | 57.1% Needs Improvement | VLP01 | CONNECTIVITY | Node is operational; keep current Wi-Fi name/password. |
| #LTS00135432INBOUND↩ cb | 2026-06-30 | — | 1.8 | 1 | 2 | 2 | 34.7% Needs Improvement | MX4200 | CONNECTIVITY | Issue remains unresolved; advise direct modem test and possible hardware replacement; schedule follow-up or escalation. |
| #LTS00135432OUTBOUND↩ cb | 2026-07-01 | — | 2.2 | 3 | 2 | 2 | 7.8% Needs Improvement | MX4200 | CONNECTIVITY | Call not resolved. Customer advised to contact ISP without addressing router setup. |
| #LTS00135451INBOUND | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | 18.2% Needs Improvement | EA7300 | ACCESS | Customer declined paid support; no technical fix applied. Issue remains unresolved. |
| #LTS00135568INBOUND | 2026-07-01 | — | 3.2 | 4 | 2 | 3 | 4.2% Needs Improvement | E1200 | CONNECTIVITY | Agent recommended replacing the E1200 with a newer Linksys router or mesh system (e.g., WHW01, MX2000, MX4200, MX6200) capable of handling higher speeds. |
| #LTS00135571INBOUND | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | 33.1% Needs Improvement | EA7500 | CONNECTIVITY | Agent offered to email factory-reset and re-setup instructions; no valid troubleshooting or resolution path provided. |
| #LTS00135575INBOUND | 2026-07-01 | — | 1.5 | 1 | 1 | 2 | 17.3% Needs Improvement | E1200 | CONNECTIVITY | Advised customer to purchase a new Linksys router from a retailer without troubleshooting or self-help guidance. |
| #LTS00135579INBOUND | 2026-07-02 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Agent incorrectly advised purchasing a new router, falsely claimed the device was discontinued and from Motorola, and promised an unverified reset email. No actual fix or valid self-help path was provided. |
| #LTS00135581INBOUND | 2026-07-02 | — | 3 | 5 | 2 | 3 | 59.0% Needs Improvement | EA7300 | CONNECTIVITY | Agent will email the customer detailed factory‑reset instructions. |
| #LTS00135582INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 3 | 8.6% Needs Improvement | MR5500 | CONNECTIVITY | Customer switched WAN port; internet restored. |
| #LTS00135583INBOUND↩ cb | 2026-07-02 | — | 2.8 | 2 | 2 | 3 | 26.4% Needs Improvement | MX4200 | CONNECTIVITY | Agent suggested contacting Spectrum (ISP) for assistance. No resolution achieved, no escalation initiated, and no self-help guidance provided. |
| #LTS00135583OUTBOUND↩ cb | 2026-07-02 | — | 1.5 | 3 | 1 | 2 | — | MX4200 | CONNECTIVITY | None provided. Call ended with customer self-reporting resolution, but no verification or proper closure steps taken. |
| #LTS00135589INBOUND | 2026-07-02 | — | 1.6 | 1 | 1 | 2 | 60.1% Needs Improvement | WHW03 | CONNECTIVITY | Wait for child nodes to sync, refresh app, and if still offline, contact support with model/serial for further diagnostics. |
| #LTS00135598INBOUND | 2026-07-02 | — | 3.2 | 4 | 2 | 2 | 82.8% Developing | MX4200 | ACCESS | Customer confirmed devices now connect; issue resolved. |
| #LTS00135717INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 25.0% Needs Improvement | E2500 | CONNECTIVITY | Agent suggested purchasing a new MX4200 or MX2000 router; no technical fix was applied. |
| #LTS00135720INBOUND | 2026-07-02 | — | 2.9 | 4 | 2 | 2 | 90.1% Meets / Exceeds | E5400 | SETUP | Router setup completed; advise customer to verify internet connectivity and address the 'could not determine location' message in a follow-up. |
| #LTS00135722INBOUND | 2026-07-02 | — | 1.8 | 4 | 2 | 2 | 0.0% Needs Improvement | WHW03 | ACCESS | Case opened; customer to be contacted with step‑by‑step parental‑control configuration instructions. |
| #LTS00135723INBOUND | 2026-07-02 | — | 1 | 1 | 1 | 1 | 32.4% Needs Improvement | MX6200 | CONNECTIVITY | No resolution. Customer requested specialist callback; agent did not escalate or provide next steps. Call ended without closure. |
| #LTS00135831INBOUND | 2026-07-03 | — | 1.4 | 1 | 1 | 2 | 75.4% Developing | E5400 | CONNECTIVITY | No resolution or next step provided. Agent disengaged without establishing a follow-up or escalation path. |
| #LTS00135851INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 79.4% Developing | MR2000 | CONNECTIVITY | Router successfully reconfigured via app; internet connectivity restored. |
| #LTS00135859INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 59.7% Needs Improvement | EA6300 | ACCESS | Send email with detailed factory-reset procedure; advise replacement of EA6300 due to end-of-life status. |
| #LTS00135864INBOUND | 2026-07-03 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | E1200 | CONNECTIVITY | Agent advised customer to call Spectrum for a replacement router; no technical fix or self-help guidance was provided. |
| #LTS00135870INBOUND | 2026-07-03 | — | 1.7 | 2 | 2 | 2 | 14.6% Needs Improvement | MR7350 | ACCESS | No resolution or next step provided; call ended abruptly. |
| #LTS00135881INBOUND↩ cb | 2026-07-03 | — | 1.4 | 1 | 2 | 2 | 53.0% Needs Improvement | MX5500 | CONNECTIVITY | Advised customer to replace router with MX2000/MX4200; no technical resolution or official support path provided. |
| #LTS00135876INBOUND↩ cb | 2026-07-03 | — | 1.4 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | None provided; call ended without a fix or actionable next step. |
| #LTS00135876OUTBOUND↩ cb | 2026-07-04 | — | 1.5 | 1 | 1 | 1 | 38.9% Needs Improvement | WHW03 | CONNECTIVITY | Customer told to move the child node after pairing; no confirmed fix and no valid next step provided. |
| #LTS00135880INBOUND | 2026-07-04 | — | 2.8 | 1 | 2 | 2 | 41.0% Needs Improvement | MR6350 | SETUP | Agent will email the customer with reset instructions; customer to try factory reset and test connectivity. |
| #LTS00135881INBOUND↩ cb | 2026-07-04 | — | 1.1 | 1 | 1 | 2 | 15.3% Needs Improvement | MX5500 | CONNECTIVITY | No resolution achieved. Call ended without a clear next step or escalation path. Further troubleshooting or hardware replacement required. |
| #LTS00135885INBOUND | 2026-07-04 | — | 2.8 | 1 | 2 | 3 | 37.0% Needs Improvement | LN6001 | ACCESS | Agent will email PC-based setup instructions; suggested retail replacement if desired. |
| #LTS00135881INBOUND↩ cb | 2026-07-04 | — | 1.8 | 5 | 1 | 4 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | No action taken; call concluded without identifying or addressing any issue. |