Coaching Summary
Performance is declining this week, with accuracy and overall scores well below target thresholds.
Consistent failures in collecting critical device information and applying model-specific troubleshooting steps.
Key calls: #LTS00135258, #TE00135683, #TE00135595
Risk Flags
Critical dimension below threshold
Multiple calls with accuracy < 2.5, indicating fundamental technical knowledge gaps.
ExampleIn call 4add8be6-7408-11f1-ba1e-42010a660053, the agent provided incorrect advice about beta firmware disabling remote access and skipped KB-mandated troubleshooting steps for a solid red LED on an MBE7000 node.
Correct behavior: Follow KB troubleshooting paths for solid red LED (reset loop, firmware update via web UI) and verify model number before giving advice.
Impact: Customer received incorrect guidance, leading to unresolved issue and potential repeat call.
Related: #LTS00135258, #TE00135683, #TE00135595
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 10 |
| Technical Accuracy | 2.5 | 10 |
| Protocol | 1.8 | 10 |
| Communication | 2.1 | 10 |
V2 Rubric (Shadow Grading)
V2 overall: 43.81% across 9 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.19 |
| Technical Accuracy | 2.01 |
| Communication | 1.67 |
| Customer Ownership | 2.58 |
| Escalation Judgment | 3.33 |
| Customer Experience | 1.83 |
- Unresolved: 4
- Successful Resolution: 3
- Partial Resolution: 2
Score Diagnostics
Based on 10 calls reviewed this week.
Technical Findings
improvement
Provided materially incorrect technical advice: claimed beta firmware disables remote access (false per KB). Failed to follow KB troubleshooting path for solid red LED on MBE7000 (e.g., reset loop, firmware update via web UI). Did not verify model number before giving advice — relied on unconfirmed customer statement. Did not collect serial number or confirm warranty status despite discussing replacement.
call 4add8be6-7408-11f1-ba1e-42010a660053
improvement
Incorrect reference to a "solid purple" LED at [33:00], which does not exist on Linksys routers; KB states solid blue indicates online status. Stated the router should turn "solid purple" after reset [33:00], which is factually incorrect and may confuse the customer.
#LTS00135258 · call d2709526-7421-11f1-9b9a-42010a623f91
Call Handling Findings
- Incorrect LED guidanceAlways reference KB-documented LED states (e.g., solid blue = online, solid red = error) and verify against the specific device model before providing guidance.
- Missing product/model verificationAlways collect and verify the exact product model and serial number within the first 3 minutes of the call, using KB-specific questions and visual confirmation if possible.
Calibration Notes
- Very short call (967s) with overall score 1.3 and zero accuracy; grader may have had insufficient signal to assess technical accuracy properly.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to remain calm and patient under pressure, especially in call ee480b8c-7672-11f1-aad9-42010a660053, is a real strength that builds customer trust.
2
Let's discuss how we can improve LED status guidance—can you walk me through how you'd verify and communicate LED states for an MX6200 next time?
3
I noticed we sometimes skip collecting the serial number early in calls. How can we make this a consistent habit to improve warranty and RMA processing?
4
When you're unsure about a troubleshooting step, what's your plan for checking KB or escalating instead of providing unverified advice?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 4add8be6-7408-11f1-ba1e-42010a660053OUTBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 9.2% Needs Improvement | MBE7000 | HARDWARE | Pending — agent must provide correct KB-based troubleshooting (e.g., reset loop, firmware update via web UI) or escalate for RMA if hardware fault is confirmed. |
| #LTS00135258INBOUND | 2026-06-30 | — | 2.9 | 3 | 4 | 3 | 88.3% Meets / Exceeds | MR8300 | CONNECTIVITY | Router recovered to solid blue. Customer confirmed TV working. Informed of out-of-warranty status. |
| 6f1d1846-74cb-11f1-b7bc-42010a660053OUTBOUND | 2026-06-30 | — | 1.8 | 4 | 1 | 3 | — | HARDWARE | No resolution or next steps were provided. The agent did not initiate any support process. | |
| #LTS00135445INBOUND | 2026-07-01 | — | 2.8 | 1 | 3 | 3 | 58.9% Needs Improvement | WHW03 | CONNECTIVITY | Sent self-help article (LTS 0135445) to customer's email; customer to follow reset/re-configuration steps. |
| #LTS00135592INBOUND | 2026-07-02 | — | 2.8 | 4 | 2 | 1 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Provided information that ports are not needed for local printing; offered paid support to open ports; created ticket LTS00135592; no further action taken. |
| #PR00128785OUTBOUND | 2026-07-02 | — | 2.6 | 4 | 2 | 2 | 31.4% Needs Improvement | E8450 | HARDWARE | Escalated to Customer Service for a prorated digital gift-card refund; provided ticket TE001-28785 and requested a photo of the router label. |
| #TE00135356OUTBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 2 | 69.7% Needs Improvement | MX6200 | CONNECTIVITY | Node is now showing solid white (connected). Customer should monitor signal strength and relocate the node if RSSI remains weak; firmware update is optional. |
| #TE00135683OUTBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 72.9% Developing | MX6200 | CONNECTIVITY | Issue not resolved; recommend escalation to senior support for proper WAN diagnostics and possible hardware replacement. |
| #TE00135595OUTBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 11.9% Needs Improvement | WHW03 | CONNECTIVITY | Customer must verify modem connectivity by connecting a laptop directly to the modem and confirming internet access. If modem works, collect router model and serial number, perform a correct factory reset (hold reset until LED turns off, then on), and reconfigure using http://192.168.1.1 or http://myrouter.local. If issue persists, escalate to Linksys Support with full device details. |
| #LTS00135886INBOUND | 2026-07-04 | — | 1.8 | 3 | 1 | 1 | 52.0% Needs Improvement | EA6350 | NO TROUBLESHOOTING NEEDED | None provided. Customer left without resolution or valid support path. |