Coaching Summary
Improving technical accuracy but requires reinforcement on protocol adherence and warranty verification.
Tends to skip ISP/modem diagnostics and warranty checks before router-level troubleshooting.
Key calls: #EOS00135951, #LTS00136057, #TE00109828
Risk Flags
Escalated but unresolved
Escalated calls lack follow-up HappyFox notes and have technical_resolution_status != 'fixed_confirmed'
ExampleCall #LTS00136057 was escalated but no follow-up note exists and technical_resolution_status is 'not_fixed'
Correct behavior: Document escalation reasons and expected L2 actions in HappyFox; ensure technical_resolution_status reflects actual outcome
Impact: Delayed resolution and potential repeat calls due to poor handoff documentation
Related: #LTS00136057, #TE00109828
Critical dimension below threshold
Calls with accuracy < 2.5 or protocol < 2.0 require immediate attention
ExampleCall #EOS00135951 had accuracy=1 and protocol=2 due to incorrect guidance and protocol violations
Correct behavior: Retrain on ISP/modem diagnostics and warranty verification protocols; avoid unsupported statements
Impact: Misdiagnosis and potential security risks from incorrect advice
Related: #EOS00135951, #EOS00136187
Missed callback
Callback chains exist where issues were not resolved within 24 hours
ExampleCall chain #TE00109828 had multiple callbacks but no confirmed resolution
Correct behavior: Implement callback tracking and schedule definite follow-ups; confirm resolution before closing
Impact: Increased frustration and potential data loss from unresolved issues
Related: #TE00109828
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.73 | 42 |
| Technical Accuracy | 2.76 | 42 |
| Protocol | 2.1 | 42 |
| Communication | 2.57 | 42 |
V2 Rubric (Shadow Grading)
V2 overall: 58.68% across 35 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.55 |
| Technical Accuracy | 2.46 |
| Communication | 3.0 |
| Customer Ownership | 4.13 |
| Escalation Judgment | 4.58 |
| Customer Experience | 2.36 |
- Successful Resolution: 12
- Unresolved: 12
- Partial Resolution: 9
- Appropriate Escalation: 1
- Ownership Gap: 1
Score Diagnostics
Based on 42 calls reviewed this week.
Technical Findings
improvement
Failed to verify ISP/modem WAN status before focusing on router UI in call #EOS00135951, violating universal_isp_modem_diagnostics.md Step 1.
#EOS00135951 · call b7eb0ea8-792a-11f1-8428-42010a663f80
improvement
Incorrectly stated EA7500 is end-of-life and unsupported in call #EOS00136187; per KB, EA7500 is supported with firmware updates.
#EOS00136187 · call eb54dfd2-7a13-11f1-a0a2-42010a62006f
improvement
Provided incorrect support URL (support.linksis.com) in call #EOS00135951 — violates ACCURACY and PROTOCOL.
#EOS00135951 · call b65aa084-793f-11f1-b357-42010a62006f
strength
Correctly identified MX5500 as 5-press compatible and executed escalation method in call #LTS00136007.
#LTS00136007 · call 672bc2ac-7955-11f1-a915-42010a623f91
strength
Accurately interpreted solid purple LED as ready for setup on MX4200 child nodes in call #LTS00135080.
#LTS00135080 · call fe4fa330-7ade-11f1-895a-42010a62006f
Call Handling Findings
- ISP/modem diagnosticsAlways perform ISP/modem diagnostics (power cycle, WAN LED check, direct computer test) before router-level troubleshooting.
- Warranty and support eligibilityCapture warranty status using serial number at the start of every call and reference support eligibility before proceeding.
Calibration Notes
- Short call (duration_seconds=null) scored overall=2.6; grader may have had insufficient signal to assess full context.
- High overall=4.8 despite technical_resolution_status='fixed_confirmed'; verify if resolution was truly confirmed by customer.
Callback Chains
No callback chains detected.
Documentation Mismatches
#EOS00135951high
No HappyFox case number documented despite escalation being performed; this creates a gap in case tracking.
Grader says: Escalated to LTS ticket 00135927; advised customer to obtain a computer for further diagnostics
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you correctly identified the 5-press method for MX5500 in several calls this week, which is excellent practice. Let's discuss how we can strengthen our ISP/modem diagnostics to avoid misdiagnosis.
2
In calls like #EOS00135951, we skipped verifying WAN status before focusing on the router. How do you feel about adding a quick WAN check to our standard opening script?
3
Warranty status wasn't confirmed in several cases despite having serial numbers. Let's review the warranty lookup process together to ensure we're providing appropriate support.
4
Your empathy in call #LTS00136057 was commendable when the customer expressed hardship. How can we consistently apply that level of empathy while maintaining efficiency?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #EOS00135951↩ cb | 2026-07-06 | — | 2.6 | 4 | 2 | 2 | — | DMX5500 | SETUP | Escalated to LTS ticket 00135927; advised customer to obtain a computer for further diagnostics and to contact local support. |
| #EOS00135951INBOUND↩ cb | 2026-07-06 | — | 1.8 | 1 | 1 | 2 | 21.1% Needs Improvement | EASN900 | CONFIGURATION | Informed customer the router is end-of-life; recommended purchasing a new MX6200 or LN1600 router. |
| #LTS00136007INBOUND | 2026-07-06 | — | 2.6 | 4 | 2 | 2 | 47.3% Needs Improvement | SPNMX57CF | SETUP | Relocate the solid-blue node to a location 30–60 ft from the parent, wait 3–5 minutes, then test internet connectivity in the loft. |
| #LTS00136050INBOUND | 2026-07-06 | — | 1.5 | 1 | 3 | 2 | 62.4% Needs Improvement | MR2000 | CONFIGURATION | Ticket L9CS00136050 created; no confirmed fix. Customer left with unresolved confusion about IP addressing and device isolation. |
| #LTS00136057INBOUND | 2026-07-06 | — | 2.8 | 3 | 2 | 3 | 49.6% Needs Improvement | EA6100 | CONNECTIVITY | Reset the router; if issue persists, purchase a new supported router (e.g., MX6200). |
| #EOS00136179INBOUND | 2026-07-07 | — | 2.9 | 4 | 2 | 3 | — | SETUP | Advised purchasing a new router; offered to email setup instructions for self-setup. | |
| #EOS00136187INBOUND | 2026-07-07 | — | 1.4 | 1 | 2 | 1 | 20.0% Needs Improvement | EA7500 | HARDWARE | Agent will email the customer a KB article with step-by-step reset/reconfiguration instructions. |
| #EOS00136248INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 4 | — | WRT1900AC | ACCESS | Customer declined factory reset. No alternative steps provided. |
| #EOS00136254INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 3 | 27.6% Needs Improvement | EA7300 | SETUP | Agent will send an email with setup instructions; customer to follow them independently. |
| #LTS00136269INBOUND | 2026-07-07 | — | 3 | 4 | 2 | 3 | 65.5% Needs Improvement | WHW03 | CONNECTIVITY | Mesh system reset and re-paired; network is back online. Customer confirmed connectivity but no speed verification was performed. |
| #LTS00136347INBOUND | 2026-07-08 | — | 1.6 | 1 | 2 | 1 | 72.9% Developing | MX4200 | CONNECTIVITY | Monitor for 24-48 hours and contact support if the issue recurs. No confirmation of stable connectivity was obtained. |
| #GI00136353INBOUND | 2026-07-08 | — | 2.9 | 5 | 2 | 2 | 41.7% Needs Improvement | CONFIGURATION | Advise customer to contact Comcast support for guest network configuration on the ISP‑provided router. | |
| #LTS00135080INBOUND | 2026-07-08 | — | 4.8 | 5 | 3 | 5 | 100.0% Meets / Exceeds | MR9000 | CONNECTIVITY | All nodes are now solid blue; mesh network is fully functional. |
| #LTS00136361INBOUND | 2026-07-08 | — | 2.8 | 2 | 2 | 3 | 60.0% Needs Improvement | SPNMX56TB | ACCESS | Wi‑Fi network created and phone connected; issue resolved. |
| #TE00109828OUTBOUND↩ cb | 2026-07-08 | — | 3.6 | 4 | 3 | 4 | 43.9% Needs Improvement | MX6200 | CONNECTIVITY | Customer will execute the reset and Wi-Fi reconfiguration; no further action taken by agent. |
| #TE00109828INBOUND↩ cb | 2026-07-08 | — | 1.8 | 5 | 1 | 2 | — | MX6200 | CONNECTIVITY | Agent stated Level-2 would call back but did not schedule, confirm, or track the callback. |
| #TE00109828OUTBOUND↩ cb | 2026-07-08 | — | 2.7 | 4 | 2 | 3 | 52.6% Needs Improvement | MX6200 | CONNECTIVITY | No resolution achieved; further troubleshooting or escalation required. |
| #EOS00136379INBOUND | 2026-07-08 | — | 2.8 | 2 | 2 | 2 | 73.6% Developing | WRT54G-BER6 | SETUP | Agent will email generic reset and setup instructions to the customer. |
| #EOS00136392INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 3 | — | EA7300 | ACCESS | Agent will email the customer step-by-step instructions for a factory reset; customer to perform reset and re-configure router. |
| #EOS00136394INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 3 | — | EA7500 | CONNECTIVITY | Agent will email reset instructions; customer to reset and reconfigure router independently. |
| #LTS00136420INBOUND | 2026-07-08 | — | 1.8 | 1 | 1 | 2 | 60.8% Needs Improvement | MX4200 | ACCESS | Password reset completed, 5 GHz Wi-Fi disabled. Issue appears resolved. |
| #EOS00136422INBOUND | 2026-07-08 | — | 3.8 | 5 | 3 | 3 | 72.0% Developing | ACCESS | Email sent with KB article for changing Wi-Fi SSID and password. | |
| #LTS00136440INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 2 | 86.1% Meets / Exceeds | MBE7000 | CONNECTIVITY | Internet connectivity restored and confirmed via Roku connection. Mesh network operational with two nodes. |
| #LTS00136533INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | 47.5% Needs Improvement | WHW03 | CONNECTIVITY | Internet appeared to be working after reset; no further action required. |
| #LTS00071371INBOUND | 2026-07-09 | — | 3.3 | 5 | 2 | 3 | 69.2% Needs Improvement | MX6200 | CONNECTIVITY | One node is now online; advise resetting and relocating the remaining offline node and repeating the pairing steps. Ticket number provided for follow-up. |
| #GI00136548INBOUND | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | — | MX5300 | CONNECTIVITY | Advised customer to purchase a new system; no technical fix or self-help path provided. |
| #EOS00136553INBOUND | 2026-07-09 | — | 3.3 | 4 | 2 | 2 | 37.7% Needs Improvement | EA7300 | ACCESS | Agent will email password-change instructions to shavanbest@gmail.com. |
| #LTS00136557INBOUND | 2026-07-09 | — | 2.8 | 3 | 2 | 2 | 48.8% Needs Improvement | MR8300 | CONNECTIVITY | Advised customer to contact HP printer support and consider changing the Wi‑Fi password; offered to provide a ticket number (not issued). |
| #EOS00136559INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | 41.5% Needs Improvement | E2500 | CONNECTIVITY | Advised customer to purchase a newer router or mesh system and offered to email a generic setup guide. |
| #LTS00136450INBOUND↩ cb | 2026-07-09 | — | 1.8 | 5 | 2 | 3 | 100.0% Meets / Exceeds | WHW03 | CONNECTIVITY | No action taken; call ended without resolution. |
| #EOS00136560INBOUND | 2026-07-09 | — | 1.8 | 1 | 2 | 2 | 31.7% Needs Improvement | VLP01 | CONNECTIVITY | Agent incorrectly closed the call with self-help email; no troubleshooting performed. Escalation required for proper guidance. |
| #LTS00136450INBOUND↩ cb | 2026-07-09 | — | 2.9 | 2 | 3 | 2 | 85.1% Meets / Exceeds | WHW03 | CONNECTIVITY | Admin password reset succeeded; customer now has router access and was instructed on Wi‑Fi band configuration for 2.4 GHz devices. |
| #LTS00136569INBOUND | 2026-07-09 | — | 2.8 | 2 | 3 | 3 | 77.8% Developing | WHW03 | CONNECTIVITY | Node is now online (solid blue LED) and internet connectivity restored. Ticket number to be emailed to customer. |
| #LTS00002765INBOUND | 2026-07-09 | — | 2.8 | 2 | 1 | 2 | 41.7% Needs Improvement | MX6200 | CONFIGURATION | Provided incomplete and partially incorrect instructions; no confirmed fix. Ticket number provided. |
| #LTS00136665INBOUND | 2026-07-10 | — | 3.9 | 5 | 2 | 3 | 85.2% Meets / Exceeds | MX6200 | CONNECTIVITY | Node is now solid white and online; advise to keep in current location and ensure firmware stays up-to-date. |
| #LTS00136676INBOUND | 2026-07-10 | — | 4.4 | 5 | 4 | 4 | 86.8% Meets / Exceeds | SPNM60CF | CONNECTIVITY | Nodes reset and re-paired; both now show solid white and are functioning normally. |
| #EOS00136682INBOUND | 2026-07-10 | — | 2.8 | 1 | 2 | 2 | 42.1% Needs Improvement | E5350 | ACCESS | Agent will send an email with suggested newer router models and generic troubleshooting information. |
| #LTS00007294INBOUND | 2026-07-10 | — | 2.9 | 4 | 2 | 2 | 76.0% Developing | MX6200 | SETUP | Three nodes are now online; two older nodes remain solid pink and likely need replacement. Ticket created for follow-up. |
| #EOS00136723INBOUND | 2026-07-10 | — | 1.4 | 1 | 2 | 2 | 35.5% Needs Improvement | EA6900 | ACCESS | Agent offered to email self-help instructions; no troubleshooting or resolution provided. |
| #LTS00136728INBOUND | 2026-07-10 | — | 3 | 3 | 2 | 3 | 53.8% Needs Improvement | SPNMX55GC | CONFIGURATION | Router reset to factory defaults; bridge mode cleared; internet working. |
| #LTS00056120INBOUND | 2026-07-10 | — | 4 | 5 | 3 | 4 | 82.8% Developing | MX5500 | CONNECTIVITY | Setup completed successfully. Customer has internet and access to the Linksys app dashboard. Advised to add child nodes by moving them close to the main node and powering on. |
| #TE00136620INBOUND | 2026-07-10 | — | 2.7 | 4 | 2 | 3 | 53.6% Needs Improvement | EA6100 | CONNECTIVITY | Agent will ping the Level‑2 team and wait for a callback/email; customer advised to keep the line open. |
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