Coaching Summary
Declining performance with consistently low scores and unresolved issues this week
Systematic failure to identify product models and apply correct troubleshooting protocols
Key calls: #LTS00135272
Risk Flags
Scored accuracy of 1/5 on a call requiring basic product identification
Correct behavior: Always verify product model and firmware before proceeding with any steps
Impact: Provided invalid instructions causing customer confusion
Related: #LTS00135272
Scored protocol of 1/5 by skipping warranty checks and case creation
Correct behavior: Follow full protocol including warranty verification and case documentation for all hardware issues
Impact: Customer left without clear escalation path or documentation
Related: #LTS00135272
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Product identification failureAlways confirm the exact product model and firmware version before proceeding with any troubleshooting steps.
- Incorrect reset guidanceReference KB articles for model-specific reset procedures, including exact button locations, hold times, and expected LED behaviors.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135272 | 2026-06-30 | — | 1 | 1 | 1 | 1 | — | FGW5500 | HARDWARE | No resolution achieved; advise customer to contact Linksys support again with full device details or schedule a technician. |