Coaching Summary
Performance trending downward with declining accuracy and protocol scores this week.
Consistent failures in technical accuracy and diagnostic rigor, particularly around product verification and KB adherence.
Key calls: #LTS00120699, #LTS00136025, #LTS00136231
Risk Flags
Critical Dimension Below Threshold
Accuracy score < 2.5 in 7 calls this week, indicating fundamental technical knowledge gaps
ExampleIn #LTS00120699, agent claimed default admin username is always 'admin' — factually incorrect for SPNM/LinksysNOW devices.
Correct behavior: Consult KB for device-specific defaults; never assume universal credentials.
Impact: Customers receive incorrect login credentials, leading to failed access and frustration.
Related: #LTS00120699, #LTS00136025
Protocol Violation
Failed to collect product model/serial number in 5 calls, violating mandatory troubleshooting protocol
ExampleIn #LTS00136013, agent provided no troubleshooting for TV connectivity without verifying product details.
Correct behavior: Collect model/serial/warranty before any technical advice per universal_troubleshooting_protocol.md.
Impact: Impossible to provide accurate guidance without device context, leading to wasted time.
Related: #LTS00136013, #LTS00136025
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.0 | 13 |
| Technical Accuracy | 2.31 | 13 |
| Protocol | 1.92 | 13 |
| Communication | 2.23 | 13 |
V2 Rubric (Shadow Grading)
V2 overall: 28.09% across 9 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.22 |
| Technical Accuracy | 1.42 |
| Communication | 2.22 |
| Customer Ownership | 1.67 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.47 |
- Unresolved: 7
- Partial Resolution: 1
- Successful Resolution: 1
Score Diagnostics
Based on 13 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed MX6200 is backward compatible with MX4200 mesh networks, contradicting velop_mesh_compatibility.md.
#PR00136115 · call b931e9fe-7a19-11f1-a1dc-42010a623f91
improvement
Failed to verify modem internet light before advising reboot in #LTS00136231, violating universal_isp_modem_diagnostics.md.
#LTS00136231 · call 7f9ad9a8-7a37-11f1-8892-42010a623f91
improvement
Provided unsupported claim that RE7350 is worth $7,350, misleading customer and violating brand guidelines.
#LTS00136074 · call 3e661552-797d-11f1-8ccf-42010a623f91
Call Handling Findings
- Technical AccuracyVerify product-specific defaults from KB before advising; use documented reset durations (10-15s for Velop).
- Diagnostic RigorAlways verify modem WAN status, router LEDs, and firmware before proceeding with troubleshooting steps.
Calibration Notes
- Very short call (duration_seconds null) scored Overall 1.1 with Accuracy 1 — needs human review to confirm if auto-zero was appropriate.
- Overall 1.8 but Technical Accuracy 3.438 — discrepancy suggests possible grading inconsistency.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00120699low
Grader marked call as unresolved with no next steps, while documentation implies configuration was attempted but not verified.
Grader says: Agent did not confirm success of any step or provide clear next step
Agent documented: **Issue Description: ** Device Reconfiguration **Model Number**: MX5500 **Serial Number:** 43K10M29C14883 **Warranty Start Date: ** Nov 28, 2024 **Notes:** Model number: MX5500 Serial number: 43K10M29C14883 Issue: Trying to setup Linksys MX5500...
Suggested Coaching Conversation
1
I noticed you handled the MX5500 setup in #LTS00120699 with great patience, but we'd like to improve technical accuracy — can we review how we verify product-specific defaults from KB before advising credentials?
2
In several calls this week, we skipped critical diagnostics like modem status checks. How can we build a consistent verification habit before proceeding with troubleshooting?
3
Your documentation in #LTS00120699 was detailed, but we need to ensure resolution steps are confirmed with the customer. Let's practice explicit success verification.
4
The RE7310 case showed we sometimes provide unsupported claims. How can we stay grounded in KB facts when customers ask about product value or compatibility?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00120699 | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | — | MX5500 | SETUP | No resolution achieved. Agent did not confirm success of any step or provide a clear next step. |
| #LTS00135960INBOUND | 2026-07-06 | — | 2.9 | 4 | 2 | 2 | 51.2% Needs Improvement | LN1400 | CONNECTIVITY | Existing node successfully reconnected; customer will keep new node for later configuration by her husband. |
| #GI00136013INBOUND↩ cb | 2026-07-06 | — | 1.8 | 4 | 1 | 2 | — | CONNECTIVITY | No resolution achieved; advise customer to power‑cycle TV and router, verify Wi‑Fi password and signal, and contact support again if problem persists. | |
| #GI00136013INBOUND↩ cb | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | GENERAL INQUIRY | not_applicable | |
| #LTS00136025INBOUND↩ cb | 2026-07-06 | — | 1.5 | 2 | 2 | 2 | 0.0% Needs Improvement | MX2000 | SETUP | No resolution provided for changing Wi-Fi credentials. Customer remains unable to modify SSID or password. |
| #LTS00136025OUTBOUND↩ cb | 2026-07-06 | — | 1.8 | 1 | 2 | 2 | 83.1% Developing | MX2000 | SETUP | No valid resolution achieved. Node displayed invalid LED state (solid pink). Requires factory reset with correct 10–15 second hold, proper LED verification (solid purple/blue), and correct web UI access (192.168.1.1 or myrouter.local). |
| #LTS00136074INBOUND | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 31.2% Needs Improvement | RE7310 | SETUP | No resolution achieved. Customer disconnected frustrated with no clear next step or escalation path established. |
| #PR00136115INBOUND | 2026-07-07 | — | 2.2 | 2 | 3 | 3 | 7.5% Needs Improvement | MX4200 | GENERAL INQUIRY | No resolution or valid next step provided. Customer's core requirements (compatibility and remote reboot) were not addressed. |
| #GI00136217INBOUND | 2026-07-07 | — | 1.8 | 3 | 1 | 2 | — | RD6300 | HARDWARE | Agent suggested the device is defective and recommended purchasing a new extender. |
| #LTS00136231INBOUND | 2026-07-07 | — | 2.2 | 4 | 3 | 2 | 19.1% Needs Improvement | MR7310 | CONNECTIVITY | Agent advised customer to monitor the router and call back if the issue recurs. No formal follow-up, escalation, or self-help resources provided. |
| #GI00136236INBOUND | 2026-07-07 | — | 3 | 2 | 4 | 3 | — | WH2041EMX-5300 | GENERAL INQUIRY | Agent advised the customer to purchase MX-6200 (or similar) from Amazon or Walmart; no further action required. |
| #LTS00136238INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 2 | 23.2% Needs Improvement | E5400 | CONNECTIVITY | Agent will email the customer with basic troubleshooting steps and a recommendation to upgrade the router. |
| #LTS00136261INBOUND | 2026-07-07 | — | 2.7 | 4 | 2 | 3 | 37.5% Needs Improvement | WHW03 | SETUP | Agent will email generic setup steps; customer will call back after obtaining a ladder to attempt installation. |
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