Coaching Summary
Needs Improvement with low accuracy and unresolved issue
Technical inaccuracies and poor call control led to an unresolved customer issue
Key calls: #LTS00007114
Risk Flags
Critical Dimension Below Threshold
Accuracy score of 1.0 due to multiple unverified technical statements and URLs.
ExampleProvided 'giu.geni.com' and claimed Wi-Fi password changes cause power loss, both factually incorrect.
Correct behavior: Only provide URLs and technical claims verified in Linksys KB; cross-check before sharing.
Impact: Customer unable to access router or trust guidance, leading to prolonged issue.
Related: #LTS00007114
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.4 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 53.52% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.19 |
| Technical Accuracy | 4.06 |
| Communication | 0.0 |
| Customer Ownership | 4.0 |
| Escalation Judgment | 5.0 |
| Customer Experience | 1.07 |
- Partial Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Provided incorrect URL 'giu.geni.com' [04:00], which is not a Linksys domain.
#LTS00007114 · call 6ef622f8-7738-11f1-b77a-42010a62006f
improvement
Typed 'htp://myrouter.local' instead of 'http://' [07:00], resulting in a failed connection.
#LTS00007114 · call 6ef622f8-7738-11f1-b77a-42010a62006f
improvement
Claimed that updating the Wi-Fi password could cause power loss on the router [23:00], which is technically false.
#LTS00007114 · call 6ef622f8-7738-11f1-b77a-42010a62006f
improvement
Stated that router passwords reset after years of inactivity [10:00], which is not a feature of Linksys devices.
#LTS00007114 · call 6ef622f8-7738-11f1-b77a-42010a62006f
Call Handling Findings
- Technical Inaccuracy - URLsVerify all URLs against Linksys KB before providing them; ensure protocol spelling (e.g., 'http://') is correct.
- False Technical ClaimsOnly state technical facts verified in KB; avoid speculation about power or long-term behavior without evidence.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you effectively collected customer details and created a ticket, which is crucial for follow-up — great job on that.
2
Can we discuss how to verify URLs before sharing them with customers to avoid confusion?
3
What steps can we take to ensure we only share technical facts that are explicitly supported by KB?
4
How might we systematically confirm router models before providing model-specific guidance?
5
When troubleshooting power issues, what checks should we prioritize before suggesting password or firmware changes?
6
What process can we use to avoid making unverified claims about device behavior during calls?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00007114INBOUND | 2026-07-03 | — | 1.4 | 1 | 1 | 2 | 53.5% Needs Improvement | MX2000 | ACCESS | Customer to try alternative power source and call back on Monday; ticket #7114 remains open. |