Coaching Summary
Performance shows technical accuracy gaps with frequent protocol violations and incomplete diagnostics
Tends to declare products unsupported prematurely without proper verification or diagnostic steps
Key calls: #LTS00135113, #LTS00135119, #LTS00135487
Risk Flags
Incorrect Guidance
Provided dangerous cleaning advice (water and magic eraser) that could permanently damage routers
ExampleIn #LTS00135487, advised customer to clean router with water and magic eraser
Correct behavior: Never advise cleaning electronic equipment with water; use only soft dry cloths and approved cleaning materials
Impact: Risk of permanent hardware damage and voiding warranty
Related: #LTS00135487
Protocol Violation
Failed to verify warranty status before declaring products end-of-life
ExampleIn #LTS00135113 declared VLP01 end-of-life without verification
Correct behavior: Always verify warranty status via serial number lookup before declaring EOL
Impact: Customers denied valid support opportunities
Related: #LTS00135113, #LTS00135295, #LTS00135370
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.36 | 19 |
| Technical Accuracy | 2.26 | 19 |
| Protocol | 1.95 | 19 |
| Communication | 2.32 | 19 |
V2 Rubric (Shadow Grading)
V2 overall: 46.58% across 18 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.15 |
| Technical Accuracy | 2.07 |
| Communication | 2.71 |
| Customer Ownership | 3.11 |
| Escalation Judgment | 3.5 |
| Customer Experience | 1.98 |
- Unresolved: 8
- Successful Resolution: 5
- Partial Resolution: 4
- Appropriate Escalation: 1
Score Diagnostics
Based on 19 calls reviewed this week.
Technical Findings
improvement
Declared product end-of-life without verifying warranty status or support eligibility in KB [06:00] in #LTS00135113
#LTS00135113 · call 87dc04ec-73b2-11f1-a348-42010a623f91
improvement
Incorrect statement that support.linksys.com no longer works (transcript [25:00]) in #LTS00135119
#LTS00135119 · call 81694c4c-73b6-11f1-aec9-42010a623f91
improvement
Suggested cleaning router with water and magic eraser - dangerous advice that could cause permanent damage in #LTS00135487
#LTS00135487 · call 76ff2ca8-755b-11f1-8892-42010a623f91
Call Handling Findings
- Warranty VerificationAlways verify warranty status via serial number lookup before declaring EOL.
- Diagnostic CompletenessAlways confirm WAN connectivity and modem status before proceeding with router troubleshooting.
Calibration Notes
- High V2 auto-zero due to avoidance/evasion pattern despite escalation
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135370high
Agent prematurely closed the call stating the router is unsupported without offering proper escalation or self-help resources, while grader notes issue remains unresolved
Grader says: Unresolved - Issue remains unresolved; customer may need to confirm reset success or consider replacement
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled the MX2000 setup in #LTS00135132 with clear instructions - that was excellent customer guidance. Let's discuss how we can apply that clarity to other complex setups.
2
In several calls this week, we declared products end-of-life without verifying warranty status. What challenges do you face in accessing the warranty lookup tool?
3
When troubleshooting connectivity, we sometimes skip verifying WAN status. Can we walk through a scenario where confirming modem connectivity changes the troubleshooting path?
4
I saw some dangerous advice given about cleaning equipment. Let's review safe cleaning procedures for electronic devices to prevent hardware damage.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135113INBOUND | 2026-06-29 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Configure main node via app; if issue persists, replace device. |
| #LTS00135119INBOUND | 2026-06-29 | — | 1.4 | 1 | 2 | 2 | 26.9% Needs Improvement | WHW03 | CONNECTIVITY | Offered $15 paid support for further troubleshooting; no technical fix confirmed. |
| #LTS00135132INBOUND | 2026-06-29 | — | 4.3 | 5 | 4 | 3 | 63.5% Needs Improvement | MX2000 | SETUP | Mesh network re‑established; all nodes showing solid blue; Wi‑Fi functional. |
| #GI00135295INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 3 | 52.7% Needs Improvement | EA9500 | CONNECTIVITY | Agent instructed a factory reset and offered a replacement router suggestion; no further troubleshooting or verification was performed. |
| #LTS00135326INBOUND | 2026-06-30 | — | 2.2 | 4 | 2 | 2 | 20.6% Needs Improvement | EA8100 | ACCESS | Suggested factory reset; no further action taken. |
| 9544d7ae-7497-11f1-a06e-42010a62006fINBOUND | 2026-06-30 | — | 1.4 | 1 | 1 | 2 | 59.5% Needs Improvement | MBE7000 | SETUP | No valid resolution achieved. Child nodes remained unpaired. Customer was told to wait without confirmation of success. Correct next steps: factory reset child nodes individually, verify MBE70 compatibility with mesh system, or recommend MBE7000 as replacement. |
| #LTS00135345INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 2 | 51.5% Needs Improvement | LN1100 | ACCESS | Customer instructed to perform factory reset and use default credentials; no further verification or next step set. |
| #LTS00135467INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 3 | 37.3% Needs Improvement | MX6200 | SETUP | Customer was told to wait for the node-pairing process to finish after reinstalling the app; no further action was taken. |
| #LTS00135477INBOUND | 2026-07-01 | — | 3 | 4 | 2 | 3 | 79.9% Developing | MX2000 | CONNECTIVITY | Wi-Fi password changed; Fire Stick now connects. Customer advised to monitor streaming performance; no further action taken. |
| #LTS00135487INBOUND↩ cb | 2026-07-01 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | SPNM60CF | CONFIGURATION | Customer advised to call back with a laptop to access router settings. No technical resolution provided. |
| #LTS00135487INBOUND↩ cb | 2026-07-01 | — | 2.8 | 1 | 2 | 2 | 74.8% Developing | SPNM60CF | CONFIGURATION | Router admin accessed, Wi-Fi SSIDs separated, internet restored. |
| #LTS00040942 | 2026-07-02 | — | 1 | 1 | 1 | 1 | — | EA7200 | CONFIGURATION | Agent vaguely promised a replacement shipment within 48 hours without verification or case creation. |
| #LTS00135632INBOUND | 2026-07-02 | — | 1.8 | 1 | 2 | 2 | 61.9% Needs Improvement | WHW03 | CONNECTIVITY | Agent scheduled a callback for further assistance; no confirmed fix was achieved. |
| #LTS00135631INBOUND | 2026-07-02 | — | 3.5 | 5 | 2 | 4 | 87.0% Meets / Exceeds | WRT3200ACM | ACCESS | Customer will perform a factory reset and set up the router anew. |
| #GI00135370INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 10.7% Needs Improvement | EA8350 | SETUP | Agent advised a factory reset but did not verify outcome; no further steps provided. |
| #LTS00135657INBOUND | 2026-07-02 | — | 2.7 | 4 | 2 | 3 | 27.9% Needs Improvement | MX4200 | SETUP | Paid support session initiated; ticket created; further troubleshooting to be continued via email or follow‑up call. |
| #LTS00135756INBOUND | 2026-07-03 | — | 3.7 | 5 | 4 | 4 | 48.3% Needs Improvement | LN1100 | ACCESS | Customer to contact printer manufacturer or test printer with Ethernet cable; no further Linksys action taken. |
| #TE00135767INBOUND | 2026-07-03 | — | 1 | 1 | 1 | 1 | 68.4% Needs Improvement | LN1400 | CONNECTIVITY | not_fixed |
| #LTS00135787INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 67.4% Needs Improvement | MR7350 | ACCESS | Issue resolved after 5-press procedure; customer confirmed normal internet access. |