Coaching Summary
Improving technical accuracy but requires stronger warranty and LED-state protocol adherence.
Tends to under-communicate warranty options and misinterpret LED states, leading to partial resolutions.
Key calls: #GI00135083, #TE00038624, #GI00135088
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 12 of 33 calls this week
ExampleIn #GI00135088, accuracy scored 1 due to omission of warranty/replacement guidance despite customer interest in purchasing a Linksys adapter.
Correct behavior: Always confirm warranty status and provide clear replacement paths for hardware issues.
Impact: Increased effort for customer to self-resolve and risk of repeat call.
Related: #GI00135088
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.66 | 37 |
| Technical Accuracy | 2.62 | 37 |
| Protocol | 2.11 | 37 |
| Communication | 2.62 | 37 |
V2 Rubric (Shadow Grading)
V2 overall: 53.92% across 35 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.14 |
| Technical Accuracy | 2.19 |
| Communication | 3.04 |
| Customer Ownership | 3.7 |
| Escalation Judgment | 3.12 |
| Customer Experience | 3.04 |
- Unresolved: 14
- Partial Resolution: 13
- Successful Resolution: 6
- Appropriate Escalation: 2
Score Diagnostics
Based on 37 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed MX5300/MX5500 firmware cannot be mixed and attributed Wi-Fi 5-only broadcast to lack of Wi-Fi 6E support (MX5300 does not support 6E).
#GI00135281 · call a489d40e-7469-11f1-9a61-42010a62006f
improvement
Misidentified default admin password as 'admin' for Velop devices, which have no default password; user sets during setup.
#LTS00135108 · call 612a3f5c-73a4-11f1-bb89-42010a623f91
Call Handling Findings
- Warranty eligibility checksBefore closing hardware issues, confirm warranty status and provide direct Linksys accessory part numbers or purchase links when applicable.
- LED state interpretationReference KB documentation for model-specific LED meanings before providing status guidance.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your handling of the Community Fibre inquiry in #GI00135083 was excellent—quickly identifying ISP responsibility and providing clear contact details. How do you currently approach warranty eligibility checks for hardware issues?
2
In #GI00135088, we missed an opportunity to discuss warranty status before advising on third-party adapters. Let's role-play a scenario where a customer asks about replacing a mesh node.
3
You correctly applied the 5-press reset on MX6200 in #TE00038624, but LED state descriptions caused confusion. How can we ensure we reference KB documentation for all model-specific indicators?
4
Your patience in #LTS00135108 was commendable, but default password guidance was inaccurate. Let's review the correct setup flow for Velop devices without default passwords.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00135083INBOUND | 2026-06-29 | — | 5 | 5 | 5 | 5 | 100.0% Meets / Exceeds | GENERAL INQUIRY | Provided Community Fibre hotline number (0800-0820-770) for the customer to arrange service transfer. | |
| #GI00135088INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 3 | 51.7% Needs Improvement | SF600 | HARDWARE | Suggested purchasing a compatible third-party 5V/3A USB-C adapter or testing the node with an adapter at a local store. |
| #LTS00135101INBOUND | 2026-06-29 | — | 3.6 | 4 | 2 | 4 | 89.0% Meets / Exceeds | SPNM60CF | ACCESS | Static DNS updated to correct OpenDNS filtering IPs; blocking restored. Customer advised to change admin password to prevent unauthorized changes. |
| #LTS00135108INBOUND | 2026-06-29 | — | 2.8 | 1 | 2 | 3 | 74.8% Developing | WHW01 | CONNECTIVITY | Both nodes now show solid green in the app; customer can relocate them to their permanent locations. |
| 1c98f9d2-73ae-11f1-bd0d-42010a62006fINBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 54.2% Needs Improvement | SPNM62 | HARDWARE | No actionable resolution or next step provided. Call ended with vague suggestion to call back if needed. |
| #TE00038624INBOUND | 2026-06-29 | — | 1.8 | 1 | 2 | 3 | 85.4% Meets / Exceeds | MX6200 | CONNECTIVITY | New parent node shows solid white (online). Agent scheduled a callback to finish child-node configuration. |
| 3e152ce8-73c2-11f1-8f8a-42010a660053OUTBOUND | 2026-06-29 | — | 2.6 | 3 | 2 | 2 | 66.5% Needs Improvement | MX6200 | SETUP | Escalated to second‑level support; callback scheduled for 1:30 ET. |
| #LTS00135156INBOUND | 2026-06-29 | — | 3.4 | 3 | 4 | 3 | 65.6% Needs Improvement | MR9600 | CONNECTIVITY | Router reset and reconfigured; extender reset and reconnected. Customer confirmed laptop internet connectivity. |
| #LTS00135274INBOUND↩ cb | 2026-06-30 | — | 1.8 | 1 | 2 | 2 | 38.6% Needs Improvement | WHW01 | SETUP | Ensure parent node is wired to modem, wait for solid blue/green LED, then re-add child nodes. If still flashing, schedule further troubleshooting or replacement. |
| #GI00135281INBOUND | 2026-06-30 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MX5300 | CONFIGURATION | None; call ended without resolution or next steps. |
| #LTS00135284INBOUND | 2026-06-30 | — | 3.4 | 5 | 3 | 3 | 59.7% Needs Improvement | SPNMX42GC | SETUP | Customer successfully logged into the Linksys app/web interface and can now manage the network. |
| #LTS00135291INBOUND | 2026-06-30 | — | 3.1 | 3 | 4 | 3 | 78.6% Developing | RE6300 | SETUP | Extender configured successfully; solid green LED confirmed operational. Internet access not validated. |
| #LTS00135297INBOUND | 2026-06-30 | — | 1.6 | 3 | 1 | 1 | 20.6% Needs Improvement | EA7250 | CONNECTIVITY | None provided. Call ended abruptly with off-topic remark. |
| #LTS00135299INBOUND | 2026-06-30 | — | 2.9 | 4 | 2 | 3 | 67.5% Needs Improvement | E2500 | CONNECTIVITY | Agent recommended purchasing a newer router (Wi-Fi 6) and will email step-by-step instructions for accessing the router’s web UI to adjust wireless settings. |
| #LTS00135303INBOUND | 2026-06-30 | — | 3 | 5 | 2 | 3 | 55.9% Needs Improvement | RE7000 | SETUP | Agent will email step-by-step reset and re-configuration instructions to the customer. |
| #LTS00135312INBOUND | 2026-06-30 | — | 2 | 2 | 1 | 3 | 76.1% Developing | MR75WH | NO TROUBLESHOOTING NEEDED | Agent will email instructions; customer must manually configure the new router and reply with purchase receipt for warranty review. |
| #LTS00135316INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 2 | 59.5% Needs Improvement | WUSB6300 | SETUP | Agent promised to email driver and setup wizard, but provided incorrect information and did not confirm email address. |
| #LTS00135458INBOUND | 2026-07-01 | — | 2.8 | 5 | 2 | 2 | 36.2% Needs Improvement | SPNMX42GC | CONNECTIVITY | Ticket #135458 opened; customer advised to call back for a sequence reboot and possible node relocation. |
| #TE00135461INBOUND | 2026-07-01 | — | 2.1 | 1 | 3 | 2 | 59.0% Needs Improvement | SPNM60TB | CONNECTIVITY | Escalated to Level 2 technical team; customer will receive a callback within 24-48 business hours. |
| #LTS00135465INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 2 | 55.8% Needs Improvement | SPNMX55GC | SETUP | Node now shows solid blue; monitor for stability. If the node drops again, repeat reset and pairing or consider repositioning/additional nodes. |
| #LTS00135470INBOUND | 2026-07-01 | — | 2.7 | 4 | 2 | 3 | 66.2% Needs Improvement | SPNMX56CF | CONFIGURATION | Offered a callback to continue the web‑UI walkthrough; no further action taken during the call. |
| #LTS00135472INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 3 | 71.5% Developing | SPNMX57CF | CONNECTIVITY | Both nodes are now solid blue; mesh connectivity likely restored. |
| #LTS00135474INBOUND | 2026-07-01 | — | 2.8 | 1 | 1 | 2 | — | EA6900 | CONNECTIVITY | Offered to email step-by-step reset and re-configuration instructions. |
| #LTS00135478INBOUND | 2026-07-01 | — | 2.9 | 3 | 2 | 3 | 49.9% Needs Improvement | EA8300 | CONNECTIVITY | Agent will email self-help instructions for router configuration (UPnP/port forwarding). Customer declined paid support. |
| #LTS00135499INBOUND | 2026-07-01 | — | 2.8 | 1 | 1 | 3 | — | EA7500 | ACCESS | Agent will email step-by-step instructions for changing the Wi-Fi password. |
| #GI00135496INBOUND | 2026-07-01 | — | 4 | 5 | 5 | 2 | 57.6% Needs Improvement | DECOS4R | GENERAL INQUIRY | Provided TP-Link support phone number (1-866-225-8139). |
| #LTS00135490INBOUND | 2026-07-01 | — | 3.4 | 3 | 3 | 3 | 67.4% Needs Improvement | MX4200FM | SETUP | Node configured successfully; customer can keep default SSID/password or customize via web UI. |
| #LTS00135618INBOUND | 2026-07-02 | — | 1.8 | 1 | 1 | 2 | 60.2% Needs Improvement | SPNMX42CF | SETUP | Agent told the customer to relocate the node once solid blue, falsely claiming it was paired. No confirmation of solid white or internet connectivity was obtained. |
| #TE00105631INBOUND | 2026-07-02 | — | 3.6 | 5 | 2 | 4 | 54.2% Needs Improvement | MX55EC3 | CONNECTIVITY | Sent step‑by‑step reset instructions to the customer's email. |
| #LTS00029317INBOUND | 2026-07-02 | — | 4 | 4 | 3 | 4 | 87.5% Meets / Exceeds | MBE7000 | ACCESS | Password reset completed; customer confirmed access to router settings. |
| #LTS00135274INBOUND↩ cb | 2026-07-02 | — | 1.4 | 1 | 2 | 2 | 16.4% Needs Improvement | WHW01 | SETUP | Agent recommended purchasing MX6200, falsely claiming compatibility. |
| #LTS00135626INBOUND↩ cb | 2026-07-02 | — | 1 | 1 | 1 | 1 | 20.4% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00135754INBOUND | 2026-07-03 | — | 3.1 | 4 | 4 | 2 | 17.3% Needs Improvement | WHW03 | SETUP | Node connectivity restored; advise to position child node permanently and optionally configure Wi-Fi name/password. Internet connectivity not confirmed. |
| #LTS00135626INBOUND↩ cb | 2026-07-03 | — | 2.8 | 3 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Offered paid support at $15 per incident; no technical fix provided. |
| #LTS00135761INBOUND | 2026-07-03 | — | 2.8 | 4 | 1 | 2 | 24.7% Needs Improvement | WHW03 | CONNECTIVITY | Sent email with step-by-step reconfiguration instructions; offered paid support if needed. |
| #LTS00135768INBOUND | 2026-07-03 | — | 2.8 | 1 | 1 | 3 | 47.3% Needs Improvement | MR7350 | CONNECTIVITY | Agent will email step-by-step factory reset instructions to the customer. |
| #LTS00130279INBOUND | 2026-07-03 | — | 1.8 | 1 | 1 | 3 | 52.1% Needs Improvement | MX4200 | CONFIGURATION | Customer advised to contact TP-Link business support for compatibility/configuration; ticket #130279 logged. |