Coaching Summary
Improving in mesh setup guidance but needs significant work on warranty verification and technical accuracy
Tends to skip model/serial verification and provides incorrect firmware/LED information
Key calls: #TE00135633, #LTS00135319, #LTS00135844
Risk Flags
Avoidance/Evasion
Refused technical assistance for out-of-warranty devices without providing self-help guidance on 4 calls this week
ExampleOn #LTS00135319, agent stated 'we no longer provide technical assistance' and ended the call without troubleshooting steps
Correct behavior: Provide KB-based self-help guidance for all out-of-warranty configuration issues per OOW policy
Impact: Customer left without resolution path, likely to experience repeat call or device replacement
Related: #LTS00135319, #LTS00135346, #LTS00135398, #LTS00135402
PCI Compliance Violation
Collected full credit-card details over the call without following PCI compliance procedures
ExampleOn #LTS00135844, agent recorded credit card number, expiration, and CVV during payment processing
Correct behavior: Use secure payment portals; never record full card details over voice channels
Impact: Potential data breach risk and regulatory non-compliance
Related: #LTS00135844
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.66 | 38 |
| Technical Accuracy | 3.18 | 38 |
| Protocol | 1.84 | 38 |
| Communication | 2.61 | 38 |
V2 Rubric (Shadow Grading)
V2 overall: 38.17% across 35 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.18 |
| Technical Accuracy | 1.77 |
| Communication | 2.64 |
| Customer Ownership | 2.68 |
| Escalation Judgment | 2.05 |
| Customer Experience | 2.22 |
- Unresolved: 23
- Partial Resolution: 4
- Successful Resolution: 4
- Appropriate Escalation: 2
- Ownership Gap: 2
Score Diagnostics
Based on 38 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated MX5300 no longer receives firmware updates (contradicts KB) and failed to verify warranty before paid support offer on #TE00135633.
#TE00135633 · call 5dde78c6-7620-11f1-a2ad-42010a62006f
improvement
Provided factually incorrect URL 'register.lyksus.com' and failed to give specific WHW03 pairing instructions on #LTS00108895.
#LTS00108895 · call f865fcca-7580-11f1-8b29-42010a62006f
improvement
Claimed Wi-Fi 5 nodes conflict with Wi-Fi 7 modem (technically inaccurate) and skipped modem speed test on #LTS00135844.
#LTS00135844 · call 66df7200-7719-11f1-bb9c-42010a62006f
Call Handling Findings
- Warranty & Model VerificationAlways confirm product model and serial number before technical advice, and verify warranty status via system check.
- Technical Troubleshooting DepthFollow KB troubleshooting flow: verify WAN connectivity, check firmware, perform power cycle before escalation.
Calibration Notes
- Agent incorrectly claimed MX5300 no longer receives firmware updates; needs verification against KB universal_firmware_update.md
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135319high
Agent avoided providing self-help guidance for an out-of-warranty device, violating OOW best-effort standard.
Grader says: Unresolved - customer declined support and was advised to upgrade
Agent documented: not documented
Suggested Coaching Conversation
1
You did a great job maintaining a professional tone and guiding customers through mesh pairing processes this week. Can you walk me through how you approach verifying product models and warranty status before providing technical advice?
2
On #TE00135633, there was a claim that MX5300 no longer receives firmware updates. Let's review the current KB guidelines together to ensure we're providing accurate information.
3
I noticed several calls where we skipped basic diagnostics like WAN status checks. How can we integrate these steps more consistently into our troubleshooting flow?
4
The PCI compliance issue on #LTS00135844 is critical. Let's review our payment processing protocols to ensure we never record full card details over the call.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135142INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 29.0% Needs Improvement | MR20EC | CONNECTIVITY | Agent will send an email with detailed troubleshooting steps. |
| #LTS00135149INBOUND↩ cb | 2026-06-29 | — | 3.2 | 3 | 2 | 3 | 93.1% Meets / Exceeds | MX2000 | SETUP | All nodes paired successfully; customer confirmed solid blue LEDs. |
| #LTS00135149OUTBOUND↩ cb | 2026-06-29 | — | 3.2 | 3 | 2 | 3 | 81.0% Developing | MX2000 | SETUP | All nodes are now solid blue and internet connectivity is restored. No further steps required. |
| #GI00135162INBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 10.9% Needs Improvement | HARDWARE | Advised to purchase a new Linksys device from retail stores; no technical troubleshooting or support path provided. | |
| #LTS00135169INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 3 | 40.3% Needs Improvement | MR75MS | CONNECTIVITY | Power-cycle instructions provided; no further action taken. |
| #GI00135200INBOUND | 2026-06-29 | — | 2.9 | 4 | 2 | 2 | 76.8% Developing | MR7331 | GENERAL INQUIRY | Agent recommended Velop Pro 6E (MX6200) and confirmed its 3-year warranty. Customer will order the unit independently. |
| #LTS00135215INBOUND | 2026-06-29 | — | 2.8 | 4 | 1 | 3 | 53.9% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email step-by-step re-configuration guide (power-cycle, modem test, node reset, 5-press pairing). |
| #LTS00135217INBOUND | 2026-06-29 | — | 3.7 | 5 | 3 | 3 | 93.5% Meets / Exceeds | MX6200 | SETUP | Node is now solid white with normal signal; mesh is fully operational. |
| 96a57be4-73f7-11f1-8c0d-42010a623f91INBOUND | 2026-06-29 | — | 2.8 | 5 | 1 | 3 | 47.9% Needs Improvement | GENERAL INQUIRY | Callback scheduled for Level-2 technician within one hour. | |
| #LTS00135319INBOUND↩ cb | 2026-06-30 | — | 2.8 | 2 | 2 | 2 | 0.0% Needs Improvement | EA6900 | CONNECTIVITY | Informed customer that warranty is expired; no further assistance provided. |
| #LTS00135319OUTBOUND↩ cb | 2026-06-30 | — | 1.2 | 1 | 1 | 3 | — | CONNECTIVITY | None provided; agent suggested considering a router upgrade and ended with 'You can try that again'. | |
| #LTS00135334INBOUND↩ cb | 2026-06-30 | — | 3.1 | 5 | 2 | 2 | 54.2% Needs Improvement | MX5500 | SETUP | Customer to attempt re-adding the node via the Linksys app or order a replacement node. |
| #LTS00135334INBOUND↩ cb | 2026-06-30 | — | 2.4 | 3 | 2 | 3 | 30.4% Needs Improvement | MX5500 | SETUP | No technical fix achieved; agent indicated out-of-warranty status and suggested contacting retailer for replacement. No concrete next step was set. |
| b36df864-749c-11f1-8165-42010a623f91INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 3 | 42.8% Needs Improvement | ACCESS | Customer reset the router password using the app and confirmed the app was working again. | |
| #LTS00135346INBOUND | 2026-06-30 | — | 2.2 | 4 | 2 | 2 | 0.0% Needs Improvement | SETUP | Agent stated no support is available for this device and ended the call without offering any next steps. | |
| #LTS00135361INBOUND | 2026-06-30 | — | 3.4 | 5 | 2 | 4 | 65.3% Needs Improvement | E5350 | CONNECTIVITY | Agent will email the customer detailed steps to recreate the Wi-Fi network and password. |
| #LTS00135385INBOUND↩ cb | 2026-06-30 | — | 1.8 | 4 | 1 | 1 | 7.5% Needs Improvement | MX4200 | CONNECTIVITY | Customer to power-cycle the node; if issue persists, call back for further assistance. No callback scheduled. |
| #LTS00135390INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 2 | 16.1% Needs Improvement | EA7500 | SETUP | Agent sent an email with generic setup instructions for using the EA7500 as an access point after customer accessed the interface independently. |
| #LTS00135385INBOUND↩ cb | 2026-06-30 | — | 2.3 | 3 | 2 | 2 | 22.7% Needs Improvement | MX4200 | CONNECTIVITY | Provided link to support.linksys.com AI tool and scheduled a callback; no technical fix applied. |
| #LTS00135398INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 3 | 0.0% Needs Improvement | E1200 | ACCESS | Email sent with instructions; customer to apply password change independently. |
| #LTS00135402INBOUND | 2026-06-30 | — | 3.6 | 5 | 2 | 4 | 56.9% Needs Improvement | WHW03 | CONNECTIVITY | Sent email with self‑help troubleshooting instructions. |
| #GI00135492INBOUND | 2026-07-01 | — | 2.2 | 5 | 2 | 4 | — | MX4200 | GENERAL INQUIRY | No resolution or next step provided. Call ended without clear closure. |
| #LTS00135507INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 2 | 10.7% Needs Improvement | EA6900 | CONNECTIVITY | Recommend purchasing a new router; no further technical troubleshooting performed. |
| #LTS00135526INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Agent recommended purchasing a newer Linksys router. |
| #LTS00108895INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 3 | 51.4% Needs Improvement | WHW03 | CONNECTIVITY | Customer declined paid support and opted for email instructions, but no specific steps were provided during the call. |
| #TE00135633INBOUND | 2026-07-02 | — | 1.5 | 1 | 1 | 2 | 42.2% Needs Improvement | MX5300 | ACCESS | Escalated to Level-2 technician; callback scheduled within 2-3 hours. |
| #LTS00135662INBOUND | 2026-07-02 | — | 2.8 | 2 | 1 | 2 | 28.3% Needs Improvement | MR6350 | CONNECTIVITY | Offered paid support ($15) or a self-help email; email address confirmed. |
| #LTS00135666INBOUND | 2026-07-02 | — | 2.8 | 1 | 2 | 3 | 47.2% Needs Improvement | WRT1200AC | CONFIGURATION | Agent will email a generic troubleshooting guide; no direct fix was applied. |
| #LTS00135671INBOUND | 2026-07-02 | — | 1.2 | 1 | 2 | 2 | 0.0% Needs Improvement | E1200 | CONNECTIVITY | Offered paid technical support or purchase of a new router; provided incorrect support URL. |
| #LTS00135684INBOUND | 2026-07-02 | — | 2.8 | 4 | 2 | 3 | 24.8% Needs Improvement | EA7300 | CONNECTIVITY | Offered paid 60-minute support ($15) or email with troubleshooting steps; recommended purchasing a new Wi-Fi 6/7 router. |
| #LTS00042605INBOUND | 2026-07-02 | — | 3.3 | 5 | 2 | 3 | 37.8% Needs Improvement | MX6200 | SETUP | Advised to monitor the red-flashing node, move it closer to the parent, or repeat the reset/5-press pairing if the issue recurs. |
| #LTS00135704INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 3 | 34.4% Needs Improvement | E5400 | CONNECTIVITY | No fix achieved; offered paid support which customer declined. |
| #LTS00135707INBOUND | 2026-07-02 | — | 2.8 | 4 | 2 | 2 | 42.7% Needs Improvement | WRT54G | CONNECTIVITY | Recommend replacing the WRT54GS with a newer router capable of supporting 500 Mbps speeds. |
| #LTS00077794INBOUND | 2026-07-03 | — | 4.8 | 5 | 4 | 4 | 94.2% Meets / Exceeds | E2500 | ACCESS | Email with pass-code instructions was resent and confirmed received by the customer. |
| #LTS00135803INBOUND↩ cb | 2026-07-03 | — | 1.8 | 5 | 1 | 1 | — | MX6200 | CONNECTIVITY | None – agent did not engage. |
| #LTS00135803INBOUND↩ cb | 2026-07-03 | — | 3.3 | 5 | 2 | 3 | 47.6% Needs Improvement | MX6200 | CONNECTIVITY | Power-cycle completed; customer reported TV working again. |
| #LTS00135820INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 3 | 25.6% Needs Improvement | MR8300 | ACCESS | Customer opted to purchase a new router; no further troubleshooting or self-help path provided. |
| #LTS00135844INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 26.7% Needs Improvement | WHW03 | SETUP | Advised customer to consider replacing the first‑generation nodes with newer Wi‑Fi 6/7 hardware; no further technical steps were successful. |