Coaching Summary
Performance shows technical accuracy decline with persistent diagnostic omissions in connectivity cases
Over-reliance on customer-reported symptoms without systematic isolation of ISP/modem/router issues
Key calls: #LTS00135140, #LTS00135542, #LTS00135681
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 9 calls this week, indicating fundamental technical misunderstanding
ExampleCall #LTS00135140: Agent declared router faulty without performing any diagnostics, accuracy score 4/5
Correct behavior: Follow universal_isp_speed_below_plan.md: verify modem status, perform speed test, check firmware before hardware declaration
Impact: Customer directed to unnecessary hardware purchase due to incomplete diagnosis
Related: #LTS00135140, #LTS00135197, #LTS00135542
Repeat Issue Across Calls
MX2000 access issues appeared in 2 calls with unresolved technical guidance
ExampleCall #LTS00135703: Agent suggested insecure admin password and provided incorrect port-forwarding guidance
Correct behavior: Use KB articles for MX2000 access: verify web UI access, use recovery key for password reset, provide secure password examples
Impact: Customer unable to configure ports securely; potential security exposure
Related: #LTS00135703
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.52 | 24 |
| Technical Accuracy | 2.42 | 24 |
| Protocol | 1.96 | 24 |
| Communication | 2.38 | 24 |
V2 Rubric (Shadow Grading)
V2 overall: 44.21% across 24 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.08 |
| Technical Accuracy | 1.85 |
| Communication | 2.4 |
| Customer Ownership | 3.22 |
| Escalation Judgment | 1.43 |
| Customer Experience | 2.07 |
- Unresolved: 11
- Partial Resolution: 6
- Successful Resolution: 6
- Ownership Gap: 1
Score Diagnostics
Based on 24 calls reviewed this week.
Technical Findings
improvement
Provided incorrect 5-press reset instruction for SPNM series (call #LTS00135681), contradicting KB which requires Pair button method
#LTS00135681 · call fe68fa04-763f-11f1-b94a-42010a623f91
improvement
Directed customer to invalid support URL 'support.links.com' instead of correct 'support.linksys.com' (call #LTS00135542)
#LTS00135542 · call d1061c66-7588-11f1-a636-42010a623f91
improvement
Claimed MX4200 firmware was outdated without verification (call #LTS00128772), misrepresenting product status
#LTS00128772 · call 183d7f46-76f3-11f1-a915-42010a623f91
Call Handling Findings
- Inconsistent TroubleshootingAlways perform modem-direct connectivity test and firmware version check before declaring hardware faults.
- Technical InaccuracyVerify product existence against KB before recommending models; use exact KB-supported reset methods.
Calibration Notes
- High overall score (2.8) despite technical accuracy failure; grader may have overweighted politeness over diagnostics
- Escalation marked resolved but technical resolution status shows 'not_fixed'; potential grading inconsistency
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to maintain professionalism even in challenging calls is evident - particularly in call #LTS00135140 where you remained calm despite technical complexities.
2
Let's discuss the connectivity diagnostic flow: why is verifying the modem's WAN status critical before declaring router faults?
3
How can we ensure we're applying the correct reset methods for different product families, especially SPNM series versus MR series?
4
What steps can we take to improve documentation accuracy when directing customers to support resources or KB articles?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135140INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 37.4% Needs Improvement | WRT1200AC | CONNECTIVITY | Recommend purchasing a new, supported router (Wi-Fi 6) and refer to Linksys AI agent site for self-help. |
| #LTS00099551INBOUND | 2026-06-29 | — | 3.4 | 5 | 3 | 3 | 87.7% Meets / Exceeds | MX4200 | CONFIGURATION | Customer reported lights changed and believes mesh is functional; advised to monitor and call back if node does not stay connected. |
| #LTS00135197INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 2 | 32.6% Needs Improvement | WHW03 | SETUP | Advised customer to contact their Internet Service Provider for an active internet connection; offered future support if needed. |
| 14702aa0-73ea-11f1-b748-42010a62006fINBOUND | 2026-06-29 | — | 1.8 | 1 | 1 | 2 | 30.4% Needs Improvement | MX2000 | CONFIGURATION | Agent claimed configuration was applied but did not verify connectivity; customer never saw the expected Wi-Fi network. |
| 155dbac8-7425-11f1-ace4-42010a62006fINBOUND | 2026-06-30 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | No action taken; call ended without resolution or next steps. | |
| #LTS00135306INBOUND | 2026-06-30 | — | 1.8 | 1 | 2 | 3 | 79.0% Developing | SPNMX56CF | ACCESS | Agent will email follow-up links with correct reset and web UI instructions; customer advised to retry password setup and parental controls configuration. |
| #GI00135396INBOUND | 2026-06-30 | — | 1.8 | 1 | 2 | 2 | 21.5% Needs Improvement | MX5300 | GENERAL INQUIRY | Provided product recommendations including invalid names ('Vios Vlara', 'Synapsys') and later valid models (MX7000, MX8500, MX6200) with approximate pricing; advised customer to check Amazon, Best Buy, or eBay. |
| #LTS00135483INBOUND | 2026-07-01 | — | 2.6 | 2 | 2 | 3 | 51.7% Needs Improvement | MR7350 | CONFIGURATION | Agent will email the customer detailed specialist instructions and advised contacting the ISP for a technician to verify wiring/splitter setup. |
| #LTS00135520INBOUND | 2026-07-01 | — | 3.3 | 3 | 3 | 3 | 44.4% Needs Improvement | MX2000 | ACCESS | Customer retrieved the WiFi password from an iPhone and confirmed it would work for the TV setup. |
| #LTS00135542INBOUND↩ cb | 2026-07-01 | — | 2.8 | 3 | 2 | 3 | 63.1% Needs Improvement | WHW03 | SETUP | Email with detailed setup instructions sent; customer to follow the instructions and attempt setup. |
| #LTS00135564INBOUND | 2026-07-01 | — | 2.8 | 2 | 2 | 2 | 68.5% Needs Improvement | MR7310 | CONFIGURATION | Customer changed IP and gateway via web interface; internet connectivity restored. |
| #LTS00135542OUTBOUND↩ cb | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | 10.3% Needs Improvement | WHW03 | SETUP | Advised that the device appears defective and instructed the customer to return it to the retailer for replacement. |
| #LTS00135643INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7350 | ACCESS | Sent email instructions; advised possible router reset and new password creation. |
| #TE00070204INBOUND | 2026-07-02 | — | 3.3 | 5 | 2 | 3 | 74.5% Developing | MX6200 | CONNECTIVITY | Node LED changed to solid blue; advised to monitor stability and follow up via email with written steps. |
| #LTS00059969INBOUND | 2026-07-02 | — | 1.8 | 1 | 1 | 3 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Customer advised to contact ISP for modem replacement; agent falsely claimed to process the request on their behalf. |
| #LTS00135681INBOUND↩ cb | 2026-07-02 | — | 2.8 | 1 | 1 | 2 | 66.1% Needs Improvement | SPNMX55GC | ACCESS | Agent advised that the child node may be defective and recommended ordering a replacement; promised to email troubleshooting steps. |
| #LTS00135688INBOUND | 2026-07-02 | — | 2.8 | 4 | 3 | 2 | 53.8% Needs Improvement | MR8300 | CONNECTIVITY | Agent will email detailed troubleshooting instructions; no fix confirmed on call. |
| #LTS00135695INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 2 | 47.2% Needs Improvement | WHW03 | CONNECTIVITY | Agent will send an email with detailed troubleshooting instructions. |
| #LTS00135703INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 2 | 76.5% Developing | MX2000 | ACCESS | Customer now has admin access and knows where to configure port forwarding; still needs specific port numbers and was not provided with a KB article. |
| #LTS00135681INBOUND↩ cb | 2026-07-02 | — | 3.2 | 3 | 2 | 3 | 74.3% Developing | SPNMX55GC | ACCESS | Network restored; no further action required. |
| #LTS00135771INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 47.4% Needs Improvement | SPNMX56TB | CONNECTIVITY | No valid resolution. Advised customer to observe connection and contact ISP (Verizon) if drops continue. |
| #LTS00128772INBOUND | 2026-07-03 | — | 1.8 | 1 | 2 | 2 | 24.4% Needs Improvement | SPNMX55 | CONNECTIVITY | Advised customer to contact ISP/GigaClear for possible hardware replacement and to consider swapping the parent node; ticket 128772 created. |
| #LTS00135825INBOUND | 2026-07-03 | — | 3.2 | 3 | 4 | 4 | 21.7% Needs Improvement | EA7300 | CONFIGURATION | Bridge Mode applied; customer reported web access on Xbox. No verification of AP functionality performed. |
| #LTS00135847INBOUND | 2026-07-03 | — | 3.2 | 4 | 2 | 2 | 48.7% Needs Improvement | WHW03 | CONNECTIVITY | Router and mesh nodes re-configured; internet restored. |