Coaching Summary
Performance is significantly below expectations with an overall score of 1.1 and an unresolved issue.
The agent provided inaccurate technical guidance and failed to follow standard protocol, leading to an unresolved customer issue.
Key calls: #LTS00136497
Risk Flags
Critical Dimension Below Threshold
Accuracy and protocol scores critically below threshold due to incorrect guidance and missing protocol steps.
ExampleAgent provided incorrect support URL LynxS.com, failed to give band-separation steps, and omitted serial number collection, resulting in accuracy 1.0 and protocol 1.0.
Correct behavior: Provide accurate support URLs, deliver complete configuration guidance per KB, and collect serial numbers/warranty status on all product support calls.
Impact: Customer received false support information, lacked essential configuration steps, and may face continued connectivity issues without proper resolution.
Related: #LTS00136497
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.1 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 10.32% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 1.25 |
| Customer Ownership | 1.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.79 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Provided incorrect support URL: 'LynxS.com' instead of support.linksys.com or linksyssmartwifi.com (universal_support_contacts.md).
#LTS00136497 · call e10af90e-7b7a-11f1-91bd-42010a62006f
improvement
Failed to provide technical steps to separate 2.4 GHz and 5 GHz bands, despite KB guidance in adjacent_smart_home_iot.md and linksys_now_wifi_settings.md.
#LTS00136497 · call e10af90e-7b7a-11f1-91bd-42010a62006f
improvement
Did not guide customer to access router settings (http://myrouter.local or http://[REDACTED_PHONE]) to disable band steering or create separate SSIDs.
#LTS00136497 · call e10af90e-7b7a-11f1-91bd-42010a62006f
improvement
Did not collect serial number or verify warranty status, violating standard protocol for product support calls.
#LTS00136497 · call e10af90e-7b7a-11f1-91bd-42010a62006f
Call Handling Findings
- Inaccurate Support GuidanceAlways verify and provide official Linksys support URLs, and include step-by-step configuration guidance for band separation and router access as per KB documentation.
- Protocol Violation - Missing Device DataCollect serial numbers and verify warranty status for all product support calls as per standard operating procedures, especially before closing or escalating.
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 correctly identified that separating 2.4 GHz and 5 GHz bands is necessary for the customer's IoT devices — great diagnostic insight there.
2
In #LTS00136497, you directed the customer to LynxS.com, which isn't an official Linksys resource. How can we ensure we always provide accurate support URLs?
3
Our protocol requires collecting serial numbers for warranty and support purposes. Can you walk me through how you'd handle serial number collection on a similar call?
4
When guiding customers through Wi-Fi band separation, what specific steps would you share to help them access router settings and configure SSIDs?
5
What checks do you use to confirm a solution works before closing a call, especially when you can't physically verify the fix?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00136497INBOUND | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 10.3% Needs Improvement | MBE7000 | CONFIGURATION | Agent advised customer to use live-chat via LynxS.com, a non-Linksys website. |
Feedback
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