Coaching Summary
Declining technical accuracy and protocol adherence this week, with repeated avoidance patterns.
Over-reliance on product eligibility claims without verification, leading to unresolved issues and customer frustration.
Key calls: #LTS00135935, #LTS00135936, #LTS00136174
Risk Flags
Avoidance/Evasion
Refused troubleshooting and falsely claimed product unsupported in 3 calls this week.
ExampleIn #LTS00135935, agent stated 'this device is no longer supported' without verification, abandoning the customer.
Correct behavior: Verify product support status via KB before stating eligibility; attempt standard troubleshooting for connectivity issues.
Impact: Customer left without resolution, likely to contact ISP or return device.
Related: #LTS00135935, #LTS00136174, #LTS00136218
Technical Inaccuracy
Provided incorrect model compatibility guidance (MX6200/MX6201 for WHW03) in 2 calls.
ExampleIn #LTS00135946, agent recommended MX6200 as WHW03 replacement, contradicting KB interoperability rules.
Correct behavior: Consult KB for mesh compatibility before recommending replacements.
Impact: Risk of purchasing incompatible hardware.
Related: #LTS00135946, #LTS00136052
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.52 | 18 |
| Technical Accuracy | 2.5 | 18 |
| Protocol | 2.11 | 18 |
| Communication | 2.28 | 18 |
V2 Rubric (Shadow Grading)
V2 overall: 53.81% across 17 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.76 |
| Technical Accuracy | 2.9 |
| Communication | 2.57 |
| Customer Ownership | 3.22 |
| Escalation Judgment | 0.62 |
| Customer Experience | 2.48 |
- Successful Resolution: 7
- Unresolved: 7
- Partial Resolution: 2
- Ownership Gap: 1
Score Diagnostics
Based on 18 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed EA9500 unsupported without verification; failed to attempt standard resets or guide to local UI access.
#LTS00135935 · call c5d152f8-7933-11f1-81aa-42010a62006f
improvement
Misapplied 5-press method as routine reset step for MX4200 instead of escalation diagnostic; caused confusion and inefficiency.
#LTS00135936 · call e059dc52-7934-11f1-b845-42010a623f91
improvement
Provided inaccurate model numbers (MX6200/MX6201) as WHW03 replacements; contradicted KB compatibility guidelines.
#LTS00135946 · call 5e6dc95c-793d-11f1-a510-42010a62006f
improvement
Suggested using Linksys app for MR7500 despite app deprecation; led to unresolved setup issues.
#LTS00135991 · call 35cb5d02-7951-11f1-ab98-42010a62006f
strength
Correctly applied 5-press reset for WHW03 mesh node per universal_5press_models.md, resolving pairing issue.
#LTS00135946 · call 5e6dc95c-793d-11f1-a510-42010a62006f
Call Handling Findings
- Technical accuracy gapsVerify product support status via KB before stating eligibility; use correct support URLs.
- Call control inefficienciesUse structured questioning, acknowledge silences, and provide clear next steps before closing.
Calibration Notes
- Auto-zero triggered for avoidance/evasion; verify if false EOS claim was intentional or knowledge gap.
- Full auto-zero for product disclaimer; assess if agent misunderstood product line boundaries.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135935high
Agent documented resolution via KB article but grader notes no troubleshooting performed and issue remained unresolved.
Grader says: Agent promised generic reset guide but provided only KB article; no active resolution attempted.
Agent documented: Thank you... KB article... device is EOS... advise reset... KB Article...
Suggested Coaching Conversation
1
You correctly identified MX4200 and WHW03 models in several calls this week—that’s excellent attention to detail. How do you feel about verifying product support status before stating eligibility?
2
In #LTS00135935, the customer was left unsupported after you mentioned EOS status. What steps could you take next time to confirm model eligibility before making such claims?
3
The 5-press method was misapplied in #LTS00135936. How can we ensure it’s used only as an escalation diagnostic tool?
4
Your closure summaries in #LTS00136020 and #LTS00136189 lacked clear next steps. What might a strong closure summary look like for unresolved 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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135935INBOUND | 2026-07-06 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | EA9500 | CONNECTIVITY | Agent promised to email a generic reset/re-configuration guide after the call. |
| #LTS00135936INBOUND | 2026-07-06 | — | 3.1 | 2 | 3 | 3 | 90.3% Meets / Exceeds | MX4200 | CONNECTIVITY | All nodes are back online and internet is working; no further action required. |
| #LTS00135946INBOUND↩ cb | 2026-07-06 | — | 3.6 | 3 | 3 | 3 | 76.8% Developing | WHW03 | CONNECTIVITY | Node is now solid green and operational; no further steps required. |
| #LTS00135991INBOUND | 2026-07-06 | — | 1.8 | 1 | 2 | 2 | 39.6% Needs Improvement | MR7500 | CONNECTIVITY | Customer will retry adding the third node after resetting; agent offered to call back if issue persists. |
| #LTS00136020INBOUND | 2026-07-06 | — | 2.1 | 2 | 3 | 2 | 36.7% Needs Improvement | MBE7000 | ACCESS | No resolution; customer left without a working fix or clear next step. |
| #LTS00136048INBOUND | 2026-07-06 | — | 3.3 | 5 | 3 | 2 | 83.7% Developing | MR7500 | CONFIGURATION | 2.4 GHz SSID renamed; separate network now available for the device. |
| #LTS00136052INBOUND | 2026-07-06 | — | 2.8 | 3 | 2 | 3 | 47.5% Needs Improvement | LN1200 | CONNECTIVITY | No resolution achieved; recommend full reset and proper pairing procedure (Pair button or 5‑press) as next steps. |
| #LTS00136051INBOUND | 2026-07-07 | — | 4.3 | 5 | 4 | 3 | 100.0% Meets / Exceeds | MX2000 | SETUP | All nodes are now solid blue and internet is online; no further action required. |
| #LTS00136158INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 2 | 35.6% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to contact ISP without validating modem connectivity or performing standard diagnostics. |
| #LTS00136174INBOUND | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6900 | CONNECTIVITY | Agent suggested purchasing a new router from third-party retailers, claiming Linksys does not sell routers and agent is not trained on the device. No technical fix or support path provided. |
| #LTS00136183INBOUND↩ cb | 2026-07-07 | — | 2.8 | 2 | 2 | 3 | 61.5% Needs Improvement | SPNMX57CF | SETUP | Reset the node and attempt to add it via the router’s web interface; verify the node shows a solid blue light before proceeding. Pair button method should be used for SPNM6 nodes. |
| #LTS00136183INBOUND↩ cb | 2026-07-07 | — | 4.3 | 5 | 2 | 3 | 87.2% Meets / Exceeds | SPNMX57CF | SETUP | Node successfully added and online. Customer can now use the node at its final location. |
| #LTS00136189INBOUND | 2026-07-07 | — | 2 | 2 | 2 | 2 | 100.0% Meets / Exceeds | WHW03 | CONNECTIVITY | Escalate to senior support for a full mesh re‑setup and WAN verification; schedule a callback. |
| #LTS00136207INBOUND | 2026-07-07 | — | 2.8 | 2 | 3 | 2 | 91.9% Meets / Exceeds | WHW03 | CONNECTIVITY | Nodes are now paired and operational; no further action required. |
| #LTS00136218INBOUND | 2026-07-07 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | LN6001 | ACCESS | Agent advised returning the device and purchasing an MBE7000; did not provide correct web-browser management instructions. |
| #LTS00136232INBOUND | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | ACCESS | No resolution achieved; customer decided to replace both routers. |
| #GI00136234INBOUND | 2026-07-07 | — | 1.8 | 5 | 1 | 1 | — | EA9500 | SETUP | No resolution; call ended without troubleshooting or next steps. |
| #LTS00135946INBOUND↩ cb | 2026-07-08 | — | 2.8 | 3 | 2 | 2 | 64.0% Needs Improvement | WHW03 | CONNECTIVITY | No resolution achieved. Customer decided to contact Google support for further assistance. No follow-up, escalation, or self-help resources were provided by the agent. |
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