Coaching Summary
Performance is developing with strong moments but inconsistent diagnostic execution; overall scores average 2.45 this week.
Tends to skip modem/WAN verification before closure and provides occasional inaccurate technical guidance.
Key calls: #EOS00136093, #LTS00136092, #LTS00136275
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 7 of 20 calls this week
ExampleIn #EOS00136093, agent provided incorrect product capabilities and skipped diagnostics, resulting in accuracy score of 2.0.
Correct behavior: Follow universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md for step-by-step verification before hardware suggestions.
Impact: Customer left unsupported with intermittent connectivity issue, risking repeat call.
Related: #EOS00136093, #LTS00136105, #EOS00136280
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.51 | 25 |
| Technical Accuracy | 2.88 | 25 |
| Protocol | 2.16 | 25 |
| Communication | 2.44 | 25 |
V2 Rubric (Shadow Grading)
V2 overall: 47.59% across 24 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.12 |
| Technical Accuracy | 2.4 |
| Communication | 2.24 |
| Customer Ownership | 2.83 |
| Escalation Judgment | 2.5 |
| Customer Experience | 2.59 |
- Unresolved: 14
- Partial Resolution: 5
- Successful Resolution: 4
- Ownership Gap: 1
Score Diagnostics
Based on 25 calls reviewed this week.
Technical Findings
improvement
Skipped modem-direct test and WAN status verification before recommending hardware replacement in #EOS00136093, violating KB diagnostic flow.
#EOS00136093 · call ca88cd4c-7985-11f1-8cc2-42010a623f91
improvement
Provided non-existent "solid purple" LED state and incorrect reset instructions for WHW03 in #LTS00136275, causing confusion and extra customer effort.
#LTS00136275 · call fe5b0442-7a4c-11f1-acf4-42010a62006f
improvement
Failed to verify router admin password or access web UI before troubleshooting mesh node pairing in #LTS00136104, leading to inefficient troubleshooting.
#LTS00136104 · call 0421704c-798e-11f1-bb87-42010a62006f
Call Handling Findings
- Diagnostic omissionBefore suggesting hardware changes, always test connectivity directly at the ISP modem and check WAN/Internet status in the router UI.
- Technical inaccuracyReference only documented LED states (solid blue, blinking blue, solid red, blinking red) and verified URLs (e.g., http://myrouter.local).
Calibration Notes
- High overall score (2.8) but technical resolution marked not_fixed; grader may need review of self-help closure justification.
Callback Chains
No callback chains detected.
Documentation Mismatches
#EOS00136093high
Agent documented a hardware upgrade recommendation as resolution while grader marked issue unresolved; no verification of ISP modem status performed.
Grader says: Issue unresolved - intermittent connectivity remains
Agent documented: Recommended upgrading to newer Linksys MX2000 or MX6200 mesh system
Suggested Coaching Conversation
1
I noticed you provided clear, step-by-step guidance on the MX6200 mesh setup in #LTS00136092—that’s exactly the kind of precision we want to replicate more consistently.
2
In a few cases like #EOS00136093, we skipped checking the ISP modem status before recommending hardware changes. How do you feel about adding that verification step to our standard flow?
3
You mentioned seeing 'solid purple' LEDs in #LTS00136275, which isn’t a documented state. Let’s review the KB together to ensure we only reference verified indicators.
4
When you guided the customer through the 5-press pairing in #LTS00136104, the empathy and clear expectations were excellent. How can we apply that same approach to closure steps in trickier cases?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #EOS00136093INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 37.3% Needs Improvement | E900 | SETUP | Recommended upgrading to a newer Linksys MX2000 or MX6200 mesh system; offered to email self-help guide. |
| #LTS00136092INBOUND | 2026-07-06 | — | 3.8 | 4 | 2 | 4 | 95.8% Meets / Exceeds | MX6200 | CONNECTIVITY | Node is now solid white with strong signal; advise monitoring for 8 hours and reopen case if problem returns. |
| #GI00136095INBOUND | 2026-07-06 | — | 3.3 | 5 | 4 | 2 | 44.1% Needs Improvement | RE605X | SETUP | Refer customer to TP-Link support at tplink.com; use mobile data to access setup resources. |
| #LTS00136104INBOUND↩ cb | 2026-07-06 | — | 1.9 | 2 | 2 | 3 | 83.3% Developing | WHW03 | CONNECTIVITY | Issue not resolved; callback scheduled for further assistance. |
| #LTS00136104OUTBOUND↩ cb | 2026-07-07 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Suggested purchasing MX6200 or MBE7000. Customer independently relocated nodes, which may have resolved the issue. |
| #LTS00136105INBOUND | 2026-07-07 | — | 3.3 | 4 | 2 | 4 | 53.3% Needs Improvement | E8450 | CONNECTIVITY | Customer to contact ISP to verify modem connectivity; call back to Linksys if issue persists. |
| #EOS00136280INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 2 | 40.1% Needs Improvement | SETUP | Contact ISP to confirm modem functionality, try a different Ethernet cable, and consider replacing the router with a newer model (MBE7000). | |
| #LTS00136275INBOUND | 2026-07-07 | — | 2.4 | 3 | 3 | 2 | 48.8% Needs Improvement | WHW03 | CONNECTIVITY | No successful pairing. Customer indicated intent to replace units. No formal next step or escalation path provided. |
| #EOS00136282INBOUND | 2026-07-07 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EAD-300 | HARDWARE | Agent suggested checking Amazon or local stores for a new router; no troubleshooting, warranty verification, or escalation path provided. |
| #LTS00136283INBOUND | 2026-07-07 | — | 2.2 | 5 | 2 | 2 | 52.0% Needs Improvement | MX55EC3 | HARDWARE | No technical fix or actionable next step provided. Customer was informed the device is out of warranty and no replacement is available. |
| #LTS00122738INBOUND | 2026-07-07 | — | 2.2 | 5 | 3 | 3 | 59.8% Needs Improvement | MX6200 | CONNECTIVITY | Advised cable upgrade; no further steps taken. |
| #GI00136456INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 2 | 42.0% Needs Improvement | MR9610 | CONNECTIVITY | Mesh network is operational with restored MR9610 parent and MX2000 child. Customer will test the new MX2001 router later. |
| #EOS00136459INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 2 | 18.9% Needs Improvement | RA6500 | SETUP | Agent will email a self‑help guide; customer to attempt the steps on their own. |
| #EOS00136453INBOUND | 2026-07-08 | — | 2.7 | 4 | 2 | 3 | 33.3% Needs Improvement | WUSB6300 | GENERAL INQUIRY | Supervisor to email the driver within a few hours; no confirmation of receipt or alternative download method provided during the call. |
| #EOS00136464INBOUND | 2026-07-09 | — | 2.8 | 1 | 1 | 2 | 45.2% Needs Improvement | EA9500 | SETUP | Agent will email a self-help guide and recommended the customer consider upgrading to a newer router model. |
| #LTS00136468INBOUND | 2026-07-09 | — | 3.7 | 4 | 3 | 3 | 71.3% Developing | MX4200 | SETUP | Internet restored; mesh network fully operational. |
| #LTS00136473INBOUND↩ cb | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 27.7% Needs Improvement | MX5300 | SETUP | No resolution or valid next step provided. Customer remains without internet connectivity. |
| #LTS00136473OUTBOUND↩ cb | 2026-07-09 | — | 1.3 | 2 | 1 | 1 | 30.5% Needs Improvement | MX5300 | SETUP | Call ended with no resolution. Agent abandoned troubleshooting mid-call without setting next steps. |
| #LTS00136473OUTBOUND↩ cb | 2026-07-09 | — | 1 | 1 | 1 | 1 | — | MX5300 | SETUP | No resolution provided; recommend escalation and scheduled callback. |
| #LTS00136614INBOUND | 2026-07-09 | — | 3.1 | 5 | 3 | 3 | 79.1% Developing | WHW03 | CONNECTIVITY | Customer will execute the power-cycle steps after the call; ticket created for reference. |
| #LTS00136621INBOUND↩ cb | 2026-07-09 | — | 2.6 | 4 | 2 | 2 | 58.3% Needs Improvement | MX2000 | SETUP | Agent provided accurate wiring guidance and noted PoE limitation but failed to deliver the promised registration link or verify setup. Issue remains open. |
| #LTS00136621OUTBOUND↩ cb | 2026-07-09 | — | 2 | 2 | 2 | 2 | 72.7% Developing | MX2000 | SETUP | Customer will retry setup later and may call back for further assistance. |
| #EOS00136625INBOUND | 2026-07-09 | — | 2.8 | 3 | 3 | 3 | 45.8% Needs Improvement | EA9500 | CONFIGURATION | Agent will email a self-help guide with instructions to change the guest Wi-Fi credentials. |
| #LTS00136621INBOUND↩ cb | 2026-07-10 | — | 2.1 | 2 | 2 | 3 | 17.6% Needs Improvement | MX2000 | SETUP | Customer will retry reset and firmware steps in the morning; agent offered to send firmware link via email and suggested switch IP re‑configuration. |
| #LTS00097062INBOUND | 2026-07-10 | — | 3.5 | 5 | 4 | 3 | 85.3% Meets / Exceeds | WHW03 | SETUP | Mesh network restored; customer instructed to reconnect client devices and change Wi-Fi credentials. Third-party device reconnection advised to contact Google support. |
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