Coaching Summary
Performance is developing with room for improvement in technical accuracy and protocol adherence
Tends to skip verification steps and uses ambiguous instructions
Key calls: #LTS00135151, #LTS00135173
Risk Flags
Critical dimension below threshold
Accuracy < 2.5 in 3 calls this week
ExampleCall #LTS00135173 had accuracy score 1.0 due to incorrect guidance
Correct behavior: Follow KB-accurate troubleshooting steps and verify outcomes
Impact: Risk of unresolved issues and repeat calls
Related: #LTS00135173
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.37 | 22 |
| Technical Accuracy | 2.59 | 22 |
| Protocol | 1.86 | 22 |
| Communication | 2.36 | 22 |
V2 Rubric (Shadow Grading)
V2 overall: 47.8% across 22 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.05 |
| Technical Accuracy | 2.84 |
| Communication | 2.33 |
| Customer Ownership | 3.01 |
| Escalation Judgment | 2.95 |
| Customer Experience | 1.75 |
- Unresolved: 10
- Partial Resolution: 6
- Successful Resolution: 4
- Appropriate Escalation: 2
Score Diagnostics
Based on 22 calls reviewed this week.
Technical Findings
improvement
Provided inaccurate 5-press reset advice for WHW03 nodes — this is an escalation method, not recovery (call #LTS00135173).
#LTS00135173 · call 59f57abe-73d4-11f1-9ce9-42010a62006f
strength
Correctly applied 5-press method for WHW03 per KB guidance (call #LTS00135151).
#LTS00135151 · call 6df7300a-73c7-11f1-b16a-42010a623f91
Call Handling Findings
- Unclear instruction phrasingUse clear, step-by-step instructions: 'Press and hold the reset button for five seconds, then release.'
- Missing connectivity verificationAfter reset, ask customer to confirm internet access via browser or device.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your correct application of the 5-press method on WHW03 nodes in #LTS00135151 was excellent — let's discuss how to maintain that precision.
2
I've noticed some instances where instructions could be clearer — can we review the phrasing used in #LTS00135151?
3
Verifying internet connectivity after resets is critical — how can we ensure this step is always included?
4
Let's discuss strategies for collecting and confirming model/serial information before troubleshooting.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135151INBOUND | 2026-06-29 | — | 3.9 | 5 | 3 | 3 | 88.9% Meets / Exceeds | WHW03 | CONNECTIVITY | Nodes re-joined mesh; customer to place them in final locations and monitor. Ticket remains open for warranty receipt submission. |
| #LTS00135173INBOUND↩ cb | 2026-06-29 | — | 3.5 | 5 | 3 | 3 | 62.9% Needs Improvement | WHW03 | CONNECTIVITY | Customer to perform factory reset on the two child nodes and re-add them using the Linksys app. |
| #LTS00135173INBOUND↩ cb | 2026-06-29 | — | 1.8 | 1 | 1 | 2 | 25.8% Needs Improvement | WHW03 | CONNECTIVITY | Customer will call back to purchase $15 paid-support; no technical fix applied yet. |
| c72c0d76-7421-11f1-a929-42010a62006fINBOUND | 2026-06-30 | — | 2.6 | 4 | 2 | 2 | 18.6% Needs Improvement | WHW03 | HARDWARE | Partial node recovery; one node remained non-functional. Agent suggested further resets and possible escalation, but no concrete resolution was reached. |
| #LTS00135215INBOUND | 2026-06-30 | — | 1.9 | 2 | 1 | 2 | 15.0% Needs Improvement | WHW03 | CONNECTIVITY | Customer to follow emailed setup instructions and call back if the problem persists. No real-time troubleshooting or verification was performed. |
| d9058bc2-749d-11f1-96f0-42010a62006fINBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 3 | 60.2% Needs Improvement | HARDWARE | Escalated to Level 2; agent will review logs and contact the customer on the provided callback number. | |
| 42661d8a-74a2-11f1-8157-42010a660053OUTBOUND | 2026-06-30 | — | 2.8 | 5 | 2 | 3 | 52.0% Needs Improvement | CONNECTIVITY | Customer to relocate the garage node and send new logs for verification. | |
| 22b54bea-74a3-11f1-86c2-42010a660053OUTBOUND | 2026-06-30 | — | 1.8 | 3 | 2 | 2 | 13.8% Needs Improvement | CONNECTIVITY | No actionable resolution was given; call ended without further guidance. | |
| #LTS00135374INBOUND | 2026-06-30 | — | 1.8 | 3 | 1 | 1 | 0.0% Needs Improvement | MR8300 | CONNECTIVITY | Agent claimed an email would be sent, but no valid email was captured. Customer disconnected before closure. |
| ab686422-74b7-11f1-88a0-42010a623f91INBOUND | 2026-06-30 | — | 2.9 | 3 | 2 | 3 | 73.1% Developing | SETUP | Sent email with instructions; customer reports solid blue light on master node, suggesting partial resolution. | |
| #LTS00135377INBOUND | 2026-06-30 | — | 3.2 | 3 | 2 | 3 | 51.8% Needs Improvement | WHW03 | SETUP | Child node paired successfully and guest network renamed; issue resolved. |
| #LTS00135391INBOUND | 2026-06-30 | — | 2.8 | 3 | 2 | 2 | 48.1% Needs Improvement | E7350 | CONNECTIVITY | Email sent with setup instructions; customer to reconfigure router and call back if issue persists. |
| #LTS00135543INBOUND | 2026-07-01 | — | 1.4 | 1 | 2 | 2 | 23.8% Needs Improvement | RE7000 | CONNECTIVITY | Agent advised customer to restart the primary router and contact Rogers for further assistance; no definitive fix was achieved. |
| #LTS00135639INBOUND | 2026-07-02 | — | 4 | 5 | 4 | 4 | 62.3% Needs Improvement | E5400 | CONNECTIVITY | Sent email with instructions to access the router’s admin interface and view/change the Wi-Fi password. |
| #LTS00135316INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WUSB6300 | SETUP | Agent provided an unrelated personal email address; no driver was provided. |
| #LTS00135664INBOUND | 2026-07-02 | — | 4.3 | 5 | 4 | 3 | 77.8% Developing | RE7350 | CONNECTIVITY | Extender successfully configured and internet access confirmed on extended network. |
| #LTS00135429INBOUND | 2026-07-02 | — | 2.8 | 1 | 1 | 2 | 88.3% Meets / Exceeds | EA8300 | CONNECTIVITY | Router reset and re-configured; customer reports connectivity restored. Advised hardware may fail again; no charge applied. |
| #LTS00030202INBOUND | 2026-07-02 | — | 1 | 1 | 1 | 1 | 61.9% Needs Improvement | MX4200 | CONNECTIVITY | not_fixed |
| #LTS00135716INBOUND | 2026-07-02 | — | 1.8 | 1 | 1 | 2 | 16.9% Needs Improvement | WHW03 | CONNECTIVITY | Customer to verify modem internet directly, contact ISP for line issues, and dispute the $70 charge with the credit-card issuer. |
| #LTS00135811INBOUND | 2026-07-03 | — | 2.8 | 2 | 3 | 3 | 69.7% Needs Improvement | WHW03 | CONNECTIVITY | Email with step-by-step troubleshooting sent; customer will attempt steps independently. |
| #LTS00135822INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 85.0% Meets / Exceeds | WHW03 | CONNECTIVITY | Agent will email setup instructions; customer to follow and confirm internet connectivity. |
| #LTS00135828INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 55.7% Needs Improvement | WHW03 | ACCESS | No fix achieved; agent provided contradictory information and no effective troubleshooting steps. Call ended without a clear resolution path. |