Coaching Summary
Performance is developing with pockets of strength but hindered by inconsistent model verification and technical inaccuracies.
Tends to skip model confirmation before guidance and conflates reset/escalation procedures.
Key calls: #LTS00135186, #LTS00135508, #LTS00135862
Risk Flags
Incorrect Guidance
Provided factually incorrect EOS date for EA7300 and invalid router access URL
ExampleClaimed EA7300 is EOS as of August 9, 2025 (false) and gave invalid URL [REDACTED_PHONE]
Correct behavior: Verify EOS status via KB; use correct URLs (myrouter.local or [IP])
Impact: Customer received unreliable information and could not access device
Related: #LTS00135508, #LTS00135862
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.91 | 13 |
| Technical Accuracy | 2.77 | 13 |
| Protocol | 2.38 | 13 |
| Communication | 2.62 | 13 |
V2 Rubric (Shadow Grading)
V2 overall: 60.06% across 13 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.84 |
| Technical Accuracy | 2.72 |
| Communication | 3.17 |
| Customer Ownership | 3.85 |
| Escalation Judgment | 3.33 |
| Customer Experience | 2.8 |
- Partial Resolution: 7
- Successful Resolution: 4
- Unresolved: 2
Score Diagnostics
Based on 13 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed EA7300 is end-of-support as of August 9, 2025 — contradicts KB. Provided irrelevant drone motor comment instead of proper WHW03 re-pairing guidance.
#LTS00135799 · call 011a5592-76f7-11f1-a8f2-42010a623f91
improvement
Provided invalid router access URL ([REDACTED_PHONE]) and false password rule ("password cannot have same characters twice") for EA9500 recovery reset.
#LTS00135862 · call fce24288-772c-11f1-8228-42010a623f91
strength
Correctly identified WHW01 model and stated no drivers required per KB; offered email setup guide for out-of-warranty support.
#LTS00135186 · call ab1e7d52-73dc-11f1-ad9e-42010a62006f
Call Handling Findings
- Model confirmation before guidanceAlways ask 'What exact model is your device?' and verify before proceeding with model-specific steps.
- Reset method accuracyClearly differentiate: 'hold-reset' for factory reset vs. '5-press' for escalation/diagnostic use only.
Calibration Notes
- Overall 4.4 with short duration (719s) but high resolution; grader may have had limited signal for full evaluation.
- Overall 1.3 with severe technical inaccuracies and evasion ('drone motor') - potential grading inconsistency.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your handling of the WHW01 model in #LTS00135186 showed excellent technical accuracy — let's discuss how to consistently apply that level of detail across all calls.
2
In several calls you provided guidance before confirming the exact product model. Can we role-play a scenario where a customer says 'my Linksys router' without specifying?
3
You mentioned the 5-press method as a reset in #LTS00135806. How do we ensure we differentiate diagnostic tools from factory resets per KB?
4
When customers express frustration after events like storms (as in #LTS00135163), how can we better acknowledge their experience while maintaining efficiency?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135163INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 2 | 70.5% Developing | E7350 | CONNECTIVITY | Email with detailed reset and setup instructions sent; customer to try and call back if issue persists. |
| #LTS00135177INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 3 | 67.4% Needs Improvement | RE6800 | SETUP | Agent will email a 2.4 GHz-only setup guide; no further live troubleshooting performed. |
| #LTS00135186INBOUND | 2026-06-29 | — | 4.4 | 5 | 4 | 5 | 83.3% Developing | WHW01 | SETUP | Agent will email step-by-step setup guide. Customer to follow instructions to reset and reconfigure parent and child nodes. |
| #LTS00135201INBOUND | 2026-06-29 | — | 2.8 | 1 | 1 | 2 | 19.7% Needs Improvement | MX5500 | ACCESS | No valid resolution; agent did not provide correct steps to update phone number or recover account. |
| #LTS00135229INBOUND | 2026-06-29 | — | 3.1 | 3 | 3 | 3 | 69.2% Needs Improvement | MX2000 | CONNECTIVITY | Node is now solid blue and firmware is current; customer can relocate the node. |
| c975e63c-7495-11f1-bb3f-42010a62006fINBOUND | 2026-06-30 | — | 2.8 | 4 | 2 | 2 | 90.4% Meets / Exceeds | LN1100 | ACCESS | Customer changed Wi-Fi password; advised to reconnect garage-door opener and other devices using new password. Offered further assistance if needed. |
| #LTS00135348INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 2 | 36.0% Needs Improvement | EA7430 | ACCESS | Agent will email customer detailed instructions for performing a factory reset and re-setting up the router. |
| #LTS00135508INBOUND | 2026-07-01 | — | 1.3 | 1 | 1 | 2 | 40.2% Needs Improvement | EA7500 | CONNECTIVITY | Agent promised to email step-by-step instructions but did not confirm sending; no further troubleshooting or resolution provided. |
| #LTS00135514INBOUND | 2026-07-01 | — | 3.5 | 5 | 4 | 3 | 86.9% Meets / Exceeds | MR6350 | ACCESS | Router password reset completed; Wi‑Fi password confirmed. Customer instructed to use this password for the TV and to contact Amazon for the Amazon account password issue. |
| #LTS00135558INBOUND | 2026-07-01 | — | 3.4 | 4 | 3 | 3 | 94.2% Meets / Exceeds | WHW03 | SETUP | Both nodes are now solid green and Wi-Fi is functional; issue resolved. |
| #LTS00135799INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MX2000 | ACCESS | Customer confirmed nodes now appear in the app; issue considered resolved. |
| #LTS00135806INBOUND | 2026-07-03 | — | 2.5 | 3 | 3 | 3 | 62.6% Needs Improvement | WHW03 | ACCESS | No resolution achieved; advise hardware inspection or replacement (out of warranty). |
| #LTS00135862INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 60.2% Needs Improvement | EA9500 | ACCESS | Agent will email detailed recovery-reset instructions; customer to try reset and re-setup. |