Coaching Summary
Improving technical accuracy but protocol consistency needs focus
Protocol gaps in MX6200 speed cases leading to escalations
Key calls: #TE00134348, #PR00136115
Risk Flags
Escalated but unresolved
Escalated MX6200 speed case without ISP isolation or documentation
ExampleCall #TE00134348: No modem speed test performed, callback broken
Correct behavior: Follow universal_speed_below_plan.md: test modem speed first, document findings
Impact: Customer experienced high effort with no closure
Related: #TE00134348
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.56 | 31 |
| Technical Accuracy | 2.94 | 31 |
| Protocol | 2.29 | 31 |
| Communication | 2.68 | 31 |
V2 Rubric (Shadow Grading)
V2 overall: 51.96% across 29 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.31 |
| Technical Accuracy | 2.52 |
| Communication | 2.97 |
| Customer Ownership | 3.15 |
| Escalation Judgment | 1.04 |
| Customer Experience | 2.54 |
- Partial Resolution: 11
- Unresolved: 8
- Successful Resolution: 6
- Appropriate Escalation: 2
- Ownership Gap: 2
Score Diagnostics
Based on 31 calls reviewed this week.
Technical Findings
improvement
Gave inaccurate Windows command 'ncpa.org' instead of 'ncpa.cpl' (call #TE00134348) violating accuracy standards.
#TE00134348 · call 882f1edc-7977-11f1-99e5-42010a62006f
improvement
Escalated MX6200 case without verifying upstream ISP speed or performing modem-direct test (call #TE00134348).
#TE00134348 · call 882f1edc-7977-11f1-99e5-42010a62006f
Call Handling Findings
- Protocol CompletenessAlways verify ISP speed at modem before troubleshooting router, per universal_speed_below_plan.md.
Calibration Notes
- Short call with partial resolution and escalation - needs human review of grading consistency
Callback Chains
No callback chains detected.
Documentation Mismatches
#TE00134348high
No documentation present despite escalation commitment
Grader says: Escalated for speed-performance investigation
Agent documented: not documented
Suggested Coaching Conversation
1
Your mesh pairing skills on MX devices are consistently strong - let's discuss how to maintain that excellence while tightening protocol adherence.
2
I've noticed several cases where serial/warranty collection was missed - can we walk through the updated protocol flow together?
3
The MX6200 speed case required escalation due to missing ISP isolation steps - how can we prevent this in future calls?
4
Your communication during complex troubleshooting is clear, but let's explore strategies for managing customer frustration when escalations are necessary.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00134348INBOUND | 2026-07-06 | — | 1.8 | 1 | 2 | 3 | 49.8% Needs Improvement | MX6200 | CONNECTIVITY | Agent scheduled a callback to continue diagnostics; no fix confirmed. |
| #LTS00108433INBOUND | 2026-07-06 | — | 4.3 | 5 | 4 | 3 | 88.0% Meets / Exceeds | MX6200 | SETUP | Router successfully configured and connected to internet. Customer confirmed full functionality. No further action required. |
| #LTS00136106INBOUND | 2026-07-07 | — | 4.4 | 5 | 4 | 4 | 75.7% Developing | LN1301 | SETUP | Router setup completed and internet connectivity confirmed on multiple devices. |
| #PR00136115INBOUND↩ cb | 2026-07-07 | — | 1.8 | 5 | 1 | 2 | — | GENERAL INQUIRY | Call ended without resolution or next steps. | |
| #PR00136115INBOUND↩ cb | 2026-07-07 | — | 2.8 | 5 | 2 | 3 | 30.3% Needs Improvement | MX4200 | HARDWARE | No resolution achieved; further troubleshooting or escalation required. |
| #PR00136115OUTBOUND↩ cb | 2026-07-07 | — | 2.8 | 3 | 2 | 3 | 45.7% Needs Improvement | MX4200 | HARDWARE | Escalated to L2 for hardware fault confirmation, warranty validation, and replacement eligibility; promised follow-up within 24-48 hours. |
| #LTS00136256INBOUND | 2026-07-07 | — | 3.4 | 5 | 3 | 3 | 100.0% Meets / Exceeds | MX5500 | CONNECTIVITY | Child nodes re-paired and online; customer to reconnect laptop Wi-Fi and verify internet connectivity. |
| #GI00136292INBOUND↩ cb | 2026-07-08 | — | 2.6 | 4 | 2 | 2 | 38.7% Needs Improvement | CONNECTIVITY | Identified 100 Mbps Ethernet link speed as likely bottleneck; no definitive fix or next step provided. | |
| #GI00136292OUTBOUND↩ cb | 2026-07-08 | — | 1.7 | 2 | 1 | 2 | 56.4% Needs Improvement | CONNECTIVITY | Internet briefly restored but node remained unstable. Customer advised to monitor system; no confirmed fix or valid support path provided. | |
| #GI00136429INBOUND | 2026-07-08 | — | 2.2 | 2 | 2 | 3 | 43.7% Needs Improvement | ACCESS | No viable resolution provided. Customer advised to use local access via router password and secure email, but no method to delete or recover the cloud account was offered. | |
| #LTS00136431INBOUND | 2026-07-08 | — | 4.3 | 4 | 4 | 4 | 91.9% Meets / Exceeds | MR8300 | CONFIGURATION | Successfully separated 2.4 GHz and 5 GHz bands by renaming SSID; customer confirmed connectivity and intended to proceed with device setup. |
| #LTS00028073INBOUND | 2026-07-08 | — | 1.8 | 5 | 1 | 3 | — | MX4200 | NO TROUBLESHOOTING NEEDED | None provided; customer will call back. |
| #LTS00135369INBOUND | 2026-07-08 | — | 1 | 1 | 1 | 1 | 48.7% Needs Improvement | LN1100 | CONNECTIVITY | not_fixed |
| #LTS00136457INBOUND | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | 29.6% Needs Improvement | MR8300 | ACCESS | No technical fix was achieved; customer was directed to the generic support website. |
| #EOS00136462INBOUND | 2026-07-08 | — | 2.8 | 3 | 2 | 3 | 22.2% Needs Improvement | EA8300 | CONNECTIVITY | Provided link to support.linksys.com and recommendation to consider a new router. |
| #EOS00136463INBOUND | 2026-07-09 | — | 3.2 | 4 | 4 | 3 | 70.1% Developing | EA6900 | SETUP | Router was configured locally; customer instructed to connect EA6100 to Spectrum router's LAN port to complete integration. |
| #TE00135556OUTBOUND | 2026-07-09 | — | 2.7 | 4 | 2 | 3 | 0.0% Needs Improvement | E5450 | CONNECTIVITY | Supervisor will contact the customer on the verified number. |
| #EOS00136474INBOUND | 2026-07-09 | — | 2.8 | 2 | 3 | 4 | 56.1% Needs Improvement | EA9500 | ACCESS | Customer instructed to try local login with default password; if unsuccessful, perform a factory reset using the emailed guide. |
| #LTS00136592INBOUND↩ cb | 2026-07-09 | — | 1.8 | 1 | 2 | 2 | 28.7% Needs Improvement | MX2000 | CONNECTIVITY | Issue remains unresolved; further troubleshooting or possible hardware replacement needed. |
| #LTS00136592OUTBOUND↩ cb | 2026-07-09 | — | 2.3 | 3 | 2 | 2 | 9.4% Needs Improvement | MX2000 | CONNECTIVITY | Customer should locate the recovery key printed on the bottom of the Linksys node and use it to reset the admin password. If the key cannot be found or the reset fails, schedule a follow-up or escalation. |
| #LTS00136592OUTBOUND↩ cb | 2026-07-09 | — | 1.4 | 1 | 1 | 3 | 17.4% Needs Improvement | MX2000 | CONNECTIVITY | Incorrectly advised customer to contact ISP or replace modem without proper diagnostics. |
| #EOS00136609INBOUND | 2026-07-09 | — | 3.2 | 5 | 3 | 2 | 20.0% Needs Improvement | EA7300 | SETUP | Directed to support.linksys.com and promised email with setup instructions. |
| #LTS00136613INBOUND | 2026-07-09 | — | 3 | 2 | 3 | 3 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Node paired successfully; customer can relocate node. Ticket closed. |
| #TE00136628OUTBOUND | 2026-07-09 | — | 2 | 2 | 2 | 2 | 47.2% Needs Improvement | MX6200 | SETUP | No resolution achieved. Agent suggested re-adding the system to Linksys Smart Wi-Fi account but provided no concrete next steps or escalation path. Customer remained frustrated about lack of remote reboot capability. |
| #LTS00136631INBOUND | 2026-07-10 | — | 1.8 | 1 | 2 | 2 | 55.7% Needs Improvement | MX4200 | SETUP | Agent promised to call back to continue troubleshooting; no definitive fix was achieved. |
| #LTS00136727INBOUND | 2026-07-10 | — | 3.5 | 3 | 4 | 4 | 85.1% Meets / Exceeds | WHW03 | ACCESS | Customer renamed SSIDs and confirmed the network now shows distinct 2.4 GHz and 5 GHz names; issue considered resolved. |
| #LTS00136741INBOUND | 2026-07-10 | — | 2.3 | 3 | 2 | 2 | 69.5% Needs Improvement | WHW03 | CONNECTIVITY | No fix achieved; recommend power-cycle nodes, verify correct Wi-Fi network, retry 5-press, or factory reset parent and re-add nodes. Escalate if hardware fault suspected. |
| #LTS00136758INBOUND | 2026-07-10 | — | 3.3 | 4 | 3 | 2 | 58.4% Needs Improvement | MR2000 | CONNECTIVITY | Wi‑Fi connectivity restored; customer confirmed internet works on multiple devices. |
| #EOS00136779INBOUND | 2026-07-11 | — | 2.8 | 1 | 2 | 3 | 24.8% Needs Improvement | RE7000 | CONNECTIVITY | Directed customer to invalid support website (support-linksys.com) and stated no further assistance can be provided. |
| #LTS00136785INBOUND↩ cb | 2026-07-11 | — | 3 | 3 | 3 | 3 | 88.2% Meets / Exceeds | MR9000 | ACCESS | Wi-Fi password changed; customer to reconnect devices and verify connectivity. If unwanted devices persist, check router settings for MAC filtering or parental controls. |
| #LTS00136785OUTBOUND↩ cb | 2026-07-11 | — | 1.6 | 1 | 1 | 2 | 55.5% Needs Improvement | MR9000 | ACCESS | No resolution achieved. Customer left to attempt web UI access independently without confirmation of success or further support path. |
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