Coaching Summary
Performance is improving with stronger technical accuracy, but protocol and communication need development.
Tends to skip validation steps and provide model-specific guidance without confirmation.
Key calls: #LTS00135214, #LTS00135210
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 8 of 20 calls this week.
ExampleCall #LTS00135210: accuracy score 1, agent provided wrong URLs and offered paid support without troubleshooting.
Correct behavior: Follow L1 troubleshooting protocol, verify information, and only offer paid support after exhausting free options.
Impact: Customer received incorrect information, leading to frustration and potential security risks from wrong URLs.
Related: #LTS00135210, #LTS00135247
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.15 | 46 |
| Technical Accuracy | 2.15 | 46 |
| Protocol | 1.74 | 46 |
| Communication | 2.13 | 46 |
V2 Rubric (Shadow Grading)
V2 overall: 32.68% across 45 v2-scored calls this week10 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.63 |
| Technical Accuracy | 1.93 |
| Communication | 1.73 |
| Customer Ownership | 2.16 |
| Escalation Judgment | 1.33 |
| Customer Experience | 1.37 |
- Unresolved: 24
- Successful Resolution: 9
- Partial Resolution: 8
- Ownership Gap: 4
Score Diagnostics
Based on 46 calls reviewed this week.
Technical Findings
improvement
Provided incorrect local access URL (myrouter.info) for MX6200 — should be myrouter.local or [REDACTED_PHONE] per KB.
#LTS00135247 · call 3e7aa108-7413-11f1-bb89-42010a623f91
improvement
Advised 5-press method without verifying firmware compatibility — MX6200 only supports 5-press if firmware ≤ 1.0.6 per KB.
#LTS00135247 · call 3e7aa108-7413-11f1-bb89-42010a623f91
Call Handling Findings
- Model confirmation before guidanceAlways verify the exact product model and firmware version before providing model-specific troubleshooting steps.
- Verification of node statusAfter resets, always ask the customer to confirm node LEDs show solid purple (setup mode) before proceeding with pairing.
Calibration Notes
- High overall score (3.6) but duration is long (376s); grader may have had insufficient signal for a short call.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You provided accurate 5-press guidance in #LTS00135214 — great job staying aligned with KB documentation. Let's discuss how we can strengthen verification steps after resets.
2
In #LTS00135210, the call ended without troubleshooting. How do you approach calls where the customer is frustrated or resistant to standard steps?
3
Let's review the protocol for confirming product models before giving guidance. Can you walk me through your thought process for model verification?
4
Your clear instructions in #LTS00135214 were effective. How can we apply that clarity to more complex issues like firmware verification?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135214INBOUND↩ cb | 2026-06-29 | — | 3.6 | 5 | 3 | 3 | 78.9% Developing | MX4200 | CONFIGURATION | Customer was given step-by-step instructions and confirmed they understood; no further action required. |
| #LTS00135210INBOUND | 2026-06-29 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | RE6350 | CONFIGURATION | Agent offered to send an email with configuration steps (not delivered) and suggested paid support; no technical fix was applied. |
| #LTS00135214INBOUND↩ cb | 2026-06-29 | — | 2 | 1 | 2 | 2 | 60.1% Needs Improvement | MX4200 | CONFIGURATION | Customer identified missing Ethernet connection and re-plugged it; node now shows blue. Agent advised verifying connectivity after placement but did not confirm. |
| 75dc5e30-73f4-11f1-b016-42010a62006fINBOUND | 2026-06-29 | — | 3 | 3 | 3 | 2 | 83.7% Developing | MX5500 | CONNECTIVITY | All nodes returned to solid blue; network restored. |
| #LTS00135247INBOUND↩ cb | 2026-06-29 | — | 1.8 | 5 | 1 | 2 | 79.2% Developing | MX6200 | CONNECTIVITY | not_applicable |
| #LTS00135247INBOUND↩ cb | 2026-06-29 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | None – call ended without any action. |
| #LTS00135244INBOUND↩ cb | 2026-06-29 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00135247INBOUND↩ cb | 2026-06-29 | — | 2.8 | 1 | 2 | 2 | 44.6% Needs Improvement | MX6200 | CONNECTIVITY | Firmware update completed; nodes reported solid white. Call ended without confirming mesh functionality or providing follow-up guidance. |
| #LTS00135244INBOUND↩ cb | 2026-06-30 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Advised customer to contact ISP regarding possible faulty modem Ethernet port. |
| #LTS00135257INBOUND | 2026-06-30 | — | 1.8 | 3 | 2 | 2 | 11.1% Needs Improvement | MR20MS | CONNECTIVITY | No actionable step was given; issue remains open. |
| #LTS00135262INBOUND | 2026-06-30 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Node was relocated; signal improved to –60 dBm (excellent). Customer advised to monitor and adjust placement if needed. |
| #LTS00135371INBOUND | 2026-06-30 | — | 2.4 | 3 | 2 | 3 | 27.7% Needs Improvement | SPNM60 | CONNECTIVITY | Agent will review proof of purchase to verify warranty and then advise next steps; no technical fix applied during call. |
| #LTS00135378INBOUND | 2026-06-30 | — | 2.8 | 3 | 2 | 2 | 35.0% Needs Improvement | E2500 | CONNECTIVITY | Customer declined paid support and plans to purchase a new router. |
| #LTS00135383INBOUND | 2026-06-30 | — | 1.4 | 1 | 2 | 2 | 24.2% Needs Improvement | EA6350 | CONFIGURATION | No resolution; recommend proper extender setup guidance or replacement. |
| #LTS00135388INBOUND | 2026-06-30 | — | 1.4 | 1 | 1 | 2 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | Offered paid support; customer did not accept; no technical fix provided. |
| #LTS00135407INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 2 | 64.8% Needs Improvement | MR6350 | CONFIGURATION | Router successfully set up; internet connectivity confirmed. |
| #LTS00135423INBOUND | 2026-06-30 | — | 1.8 | 2 | 2 | 2 | 66.7% Needs Improvement | MX2000 | CONFIGURATION | Scheduled callback for next morning; advised customer to contact Spectrum to verify modem compatibility. |
| #LTS00135436INBOUND | 2026-06-30 | — | 1.8 | 1 | 2 | 2 | 24.9% Needs Improvement | E8450 | CONFIGURATION | No fix achieved; scheduled a follow-up call for next day (ticket LTS001-35436). |
| #LTS00135533INBOUND↩ cb | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | LN1100 | CONNECTIVITY | Agent asked the customer to reply to the email with proof of purchase; no further technical steps were confirmed. |
| #LTS00135533OUTBOUND↩ cb | 2026-07-01 | — | 4.3 | 5 | 4 | 4 | 59.4% Needs Improvement | LN1100 | CONNECTIVITY | Customer confirmed the router setup was completed and the admin page is accessible. |
| #LTS00135552INBOUND | 2026-07-01 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | MR20EC | CONNECTIVITY | None provided. Agent offered paid support and suggested buying a new router without diagnostics. |
| #LTS00135559INBOUND | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA9500 | CONFIGURATION | Directed to AI chatbot on support.linksys.com; no technical troubleshooting or resolution provided. |
| #LTS00135562INBOUND | 2026-07-01 | — | 1.8 | 2 | 2 | 2 | 19.4% Needs Improvement | EA8300 | CONFIGURATION | Customer advised to obtain an Ethernet‑capable device (or USB‑to‑Ethernet adapter) to test the modem directly; no definitive fix achieved during call. |
| #LTS00135584INBOUND↩ cb | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 19.7% Needs Improvement | MX6200 | CONNECTIVITY | Agent scheduled a callback for the next day to continue troubleshooting. |
| #LTS00135584OUTBOUND↩ cb | 2026-07-02 | — | 1.6 | 1 | 1 | 2 | 81.0% Developing | MX6200 | CONNECTIVITY | Issue not resolved; follow-up call scheduled for next day to continue troubleshooting. |
| #LTS00135685INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 3 | 37.9% Needs Improvement | E7350 | CONNECTIVITY | Customer will try the AI tool; no further action taken by agent. |
| #LTS00115206INBOUND | 2026-07-02 | — | 2.5 | 4 | 2 | 3 | 57.2% Needs Improvement | LN1400 | NO TROUBLESHOOTING NEEDED | Customer to run continuous ping test and report results; agent will update ticket and determine further action. |
| #LTS00135696INBOUND↩ cb | 2026-07-02 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00135698INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Agent promised to send an email with a video link for self-help. |
| #LTS00135696OUTBOUND↩ cb | 2026-07-02 | — | 1.8 | 4 | 1 | 3 | — | WHW03 | CONNECTIVITY | Agent promised to call back after the storm but provided no immediate troubleshooting or self-help guidance. |
| #LTS00135714INBOUND | 2026-07-02 | — | 2.2 | 4 | 2 | 3 | 79.9% Developing | WHW03 | CONNECTIVITY | Power-cycle child node and call back if issues persist. No formal follow-up or escalation path established. |
| #TE00076387INBOUND | 2026-07-02 | — | 1.8 | 1 | 1 | 3 | 77.5% Developing | MX6200 | CONNECTIVITY | SSID was renamed but functionality not verified; customer still reported missing devices. Follow-up required to confirm 2.4 GHz network operation. |
| #LTS00135725INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Directed customer to https://support.linksys.com for further assistance; no technical fix or specific self-help article was provided. |
| #LTS00135727INBOUND↩ cb | 2026-07-03 | — | 2.8 | 5 | 2 | 2 | 14.6% Needs Improvement | MX6200 | CONFIGURATION | Agent provided 5-press reset instructions and advised testing the modem directly. No confirmed resolution or follow-up plan was established. |
| #LTS00135727OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 1 | 1 | 2 | 33.4% Needs Improvement | MX6200 | CONFIGURATION | Customer instructed to contact Cox to register the new modem and to power-cycle both devices; ticket LTS001135727 created for follow-up. |
| #LTS00135731INBOUND↩ cb | 2026-07-03 | — | 1.8 | 4 | 2 | 2 | 10.0% Needs Improvement | EA7450 | CONFIGURATION | Call ended with no resolution or scheduled follow-up. Customer stated they would call back, but no callback was confirmed or documented. |
| #LTS00135731INBOUND↩ cb | 2026-07-03 | — | 2.8 | 4 | 2 | 2 | 20.6% Needs Improvement | EA7450 | CONFIGURATION | Offered paid-connect service; customer declined. No technical fix provided. |
| #LTS00135821INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 3.8% Needs Improvement | SPNM60CF | CONNECTIVITY | No resolution or next step provided. Agent incorrectly stated WPS is not supported on SPNM60. |
| #LTS00135823INBOUND | 2026-07-03 | — | 2.8 | 3 | 2 | 2 | 52.1% Needs Improvement | SPNM60CF | ACCESS | Nodes were added via Instant Pair and showed solid white LEDs, but mesh health was inconsistent. No formal follow-up or escalation was scheduled. |
| #LTS00135856INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 8.3% Needs Improvement | MR7350 | ACCESS | Offered paid 60‑minute support for $15; customer declined and requested a callback. |
| #LTS00125207INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 57.6% Needs Improvement | MX6200 | SETUP | Internet restored after power cycle. Advise customer to avoid pressing Pair button unless adding a node and to contact support if solid red returns. |
| #LTS00072314INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 81.0% Developing | EA6350 | CONFIGURATION | Advised customer to review articles on support.linksys.com; no technical fix applied. |
| #LTS00135875INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 3 | 56.9% Needs Improvement | MX4200 | ACCESS | Guest network appears disabled; main Wi-Fi restored. Customer advised to verify in app and keep new admin password. |
| #LTS00135879INBOUND↩ cb | 2026-07-04 | — | 1.1 | 1 | 2 | 1 | 0.0% Needs Improvement | EA8300 | ACCESS | None provided; customer remains locked out. |
| #LTS00135879INBOUND↩ cb | 2026-07-04 | — | 2.8 | 1 | 2 | 2 | 65.1% Needs Improvement | EA8300 | ACCESS | Customer can now access the router admin page using the default admin password. No further action required. |
| #LTS00135882INBOUND | 2026-07-04 | — | 1.8 | 4 | 1 | 2 | 34.4% Needs Improvement | EA9500 | CONNECTIVITY | Customer to self-troubleshoot with no confirmed follow-up path. |