Coaching Summary
Performance is declining this week with increased technical inaccuracies and incomplete resolutions.
Inconsistent application of mesh troubleshooting procedures and premature call closures.
Key calls: #LTS00135974, #LTS00135986, #TE00135777
Risk Flags
Critical dimension below threshold
Multiple calls with accuracy scores below 2.5, indicating fundamental technical knowledge gaps
ExampleCall #LTS00135986 where the agent claimed EA7500 v2 is unsupported (accuracy: 1.0)
Correct behavior: Refer to KB documentation for product support status; EA series remains supported.
Impact: Customer received incorrect information, potentially leading to unnecessary hardware replacement.
Related: #LTS00135986, #LTS00136068, #LTS00136061
Escalated but unresolved
Escalated cases where L1 failed to complete necessary diagnostics before handing off
ExampleCall #TE00135777 where the agent escalated without verifying ISP/WAN connectivity or attempting standard mesh resets
Correct behavior: Complete basic troubleshooting (power cycle, LED checks, WAN verification) before escalation
Impact: Increased customer effort due to unnecessary escalation and delayed resolution.
Related: #TE00135777, #TE00117944
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.42 | 37 |
| Technical Accuracy | 2.65 | 37 |
| Protocol | 2.08 | 37 |
| Communication | 2.32 | 37 |
V2 Rubric (Shadow Grading)
V2 overall: 44.02% across 35 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.29 |
| Technical Accuracy | 1.94 |
| Communication | 2.35 |
| Customer Ownership | 2.89 |
| Escalation Judgment | 2.4 |
| Customer Experience | 2.04 |
- Unresolved: 15
- Partial Resolution: 10
- Successful Resolution: 8
- Appropriate Escalation: 2
Score Diagnostics
Based on 37 calls reviewed this week.
Technical Findings
improvement
Provided factually incorrect information that EA7500 v2 is unsupported, contradicting KB documentation. This occurred in call #LTS00135986 where the agent stated support ended in 2025.
#LTS00135986 · call a9fdc460-794e-11f1-95d6-42010a62006f
improvement
Gave incorrect 5-press pairing guidance for MX6200, which does not support this method. The correct procedure requires using the web interface or app. Occurred in call #LTS00136370.
#LTS00136370 · call 2d51df4c-7ae7-11f1-9d29-42010a62006f
Call Handling Findings
- Inconsistent LED InterpretationUse KB-defined LED color terminology (e.g., 'solid purple' for WHW03 ready state) and verify node status via the app or web UI before closing.
- Incomplete Node Stability VerificationAfter initial resolution, instruct customers to monitor nodes for 24 hours and confirm stability before closing. Document final node status in the ticket.
Calibration Notes
- High overall score (3.7) but incomplete resolution due to lack of long-term stability verification. Requires QA review to assess if partial resolution was appropriate.
- Materially incorrect reset instructions provided despite eventual customer self-resolution. Requires review of LED interpretation training.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your correct application of the 5-press reset method on WHW03 in call #LTS00135974 was excellent and helped the customer avoid an escalation. Let's discuss how we can build on that strength while ensuring we also verify long-term stability before closing.
2
I noticed in call #LTS00135986 you mentioned the EA7500 v2 is unsupported, which contradicts our KB. Let's review the current support matrix together to ensure we provide accurate information.
3
In several calls this week, we've closed before fully confirming node stability. What strategies can we use to ensure we're not leaving customers with unresolved issues?
4
Your collection of model and serial numbers is consistent, which is great. How can we apply that same thoroughness to verifying LED states and WAN connectivity before proceeding with advanced troubleshooting?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135974INBOUND | 2026-07-06 | — | 3.7 | 4 | 4 | 3 | 86.2% Meets / Exceeds | WHW03 | CONNECTIVITY | Both child nodes are now solid blue and functioning; customer can place them in their desired locations. |
| #LTS00135986INBOUND | 2026-07-06 | — | 1.4 | 1 | 2 | 2 | 30.4% Needs Improvement | EA7500 | CONNECTIVITY | None provided; agent incorrectly claimed product unsupported and gave no further guidance. |
| #LTS00056742INBOUND | 2026-07-06 | — | 2.8 | 2 | 3 | 2 | — | MX6200 | ACCESS | Advised that the MX6200 is not sold directly by Linksys and must be purchased through Amazon. Provided incorrect product SKU. |
| #LTS00136019INBOUND | 2026-07-06 | — | 2.7 | 4 | 2 | 3 | 77.7% Developing | MX2000 | SETUP | Agent advised to wait for the node addition process to complete and to monitor LED status; no final confirmation of success was achieved. |
| #LTS00136056INBOUND | 2026-07-06 | — | 3 | 3 | 4 | 2 | 74.5% Developing | MX2000 | CONNECTIVITY | One node online; second node remains unstable. Customer to monitor and contact support if issue persists. |
| #LTS00136061INBOUND↩ cb | 2026-07-06 | — | 1.8 | 4 | 1 | 3 | 27.3% Needs Improvement | E5400 | CONNECTIVITY | Advised customer to have their son call back for further assistance; no concrete fix or self-help path provided. |
| #LTS00136068INBOUND | 2026-07-06 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA9300 | CONFIGURATION | Agent will email a guide, but no confirmed fix or correct technical path was provided. Correct guidance should clarify that MX6200 nodes cannot be added as child nodes to an EA9300 and recommend replacing the EA9300 with an MX6200 as the primary router or using the MX6200 as a separate network. |
| #EOS00136072INBOUND | 2026-07-06 | — | 1.4 | 1 | 1 | 3 | 43.1% Needs Improvement | VLP01 | HARDWARE | Agent advised customer to replace the extenders due to alleged hardware failure and end-of-life status. |
| #LTS00136053INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 40.9% Needs Improvement | MX8500 | CONNECTIVITY | Node is now solid blue and online; firmware updated. |
| #LTS00136082INBOUND | 2026-07-06 | — | 3.2 | 5 | 2 | 3 | 88.8% Meets / Exceeds | E5600 | CONFIGURATION | Customer to apply SSID changes and reconnect devices; will call back if issues persist. |
| #LTS00136061INBOUND↩ cb | 2026-07-06 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | No resolution; call ended without interaction. |
| #EOS00136194INBOUND | 2026-07-07 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Ticket created; no resolution provided. Customer advised to consult online guide (inaccessible due to no internet). |
| #TE00135777INBOUND | 2026-07-07 | — | 2.6 | 2 | 2 | 2 | 39.9% Needs Improvement | WHW03 | CONNECTIVITY | Escalated to Level 2 support; callback scheduled for next business day. |
| #EOS00136274INBOUND | 2026-07-07 | — | 2.8 | 1 | 3 | 3 | 60.4% Needs Improvement | RE7000 | CONNECTIVITY | Customer to perform reset and follow emailed guide; no further action scheduled. |
| #EOS00136281INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 2 | 36.2% Needs Improvement | WRT54G | HARDWARE | Advised customer to replace the router with a newer model; no further troubleshooting or self-help guidance provided. |
| #EOS00136277INBOUND | 2026-07-07 | — | 2.7 | 4 | 2 | 3 | 41.6% Needs Improvement | WRT1200AC | HARDWARE | Customer should test both devices with a known-good power source. If modem still fails, contact ISP. No further troubleshooting or self-help resources provided. |
| #EOS00136357INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8450 | CONNECTIVITY | Agent will email generic troubleshooting tips; no technical fix applied. Email address was captured incorrectly. |
| #LTS00136370INBOUND | 2026-07-08 | — | 3 | 2 | 3 | 3 | 80.8% Developing | MX6200 | SETUP | Node added successfully; customer can now place the node. |
| #EOS00136432INBOUND | 2026-07-08 | — | 1.8 | 4 | 2 | 2 | 7.3% Needs Improvement | E8450 | CONNECTIVITY | No resolution or next step provided. Customer left without troubleshooting guidance or escalation path. |
| #TE00117944OUTBOUND | 2026-07-08 | — | 1.4 | 1 | 1 | 2 | 33.6% Needs Improvement | MX2000 | CONNECTIVITY | No resolution achieved. Recommend escalation to Level-2 with proper Velop node-pairing procedure and hardware evaluation. |
| #LTS00136446INBOUND | 2026-07-08 | — | 4.7 | 5 | 5 | 4 | 89.3% Meets / Exceeds | WHW01 | CONNECTIVITY | Setup completed; network operational. |
| #LTS00136452INBOUND↩ cb | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | — | MR2000 | CONNECTIVITY | not_applicable |
| #LTS00136452INBOUND↩ cb | 2026-07-08 | — | 2.8 | 1 | 2 | 3 | 57.0% Needs Improvement | MR2000 | CONNECTIVITY | Advised customer to contact ISP to test/replace the modem; no further router changes performed. |
| #TE00136544INBOUND | 2026-07-09 | — | 2 | 1 | 2 | 2 | 34.5% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Tier-2 with callback in 2-3 hours for MAC address registration. |
| #LTS00136577INBOUND | 2026-07-09 | — | 2.6 | 4 | 2 | 2 | 24.2% Needs Improvement | MR5500 | ACCESS | Agent recommended resetting the router; no concrete steps or confirmation of success were provided. |
| #LTS00129962INBOUND | 2026-07-09 | — | 3.2 | 4 | 2 | 2 | 83.7% Developing | WHW01 | SETUP | TV now connects; advise to keep using the 5 GHz band for the TV and monitor for any further issues. |
| #LTS00136591INBOUND | 2026-07-09 | — | 2.8 | 4 | 2 | 2 | 86.1% Meets / Exceeds | MX5300 | SETUP | Node briefly achieved solid blue but reverted to magenta; advised to use direct outlet. No further action taken. |
| #LTS00136600INBOUND | 2026-07-09 | — | 2.8 | 4 | 2 | 2 | 12.5% Needs Improvement | MX2000 | CONFIGURATION | Customer will re-attempt connection using correct port; agent offered to send guide but did not follow through. |
| #LTS00136603INBOUND | 2026-07-09 | — | 1.8 | 1 | 1 | 2 | 49.4% Needs Improvement | MR9610 | CONNECTIVITY | Customer self-resolved via mobile app reset. Agent provided incorrect guidance and closed call without validation. |
| #LTS00136606INBOUND | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 31.9% Needs Improvement | WHW01 | SETUP | Agent instructed customer to power-cycle equipment; no confirmed fix or valid next step established. |
| #LTS00136622INBOUND | 2026-07-09 | — | 2.6 | 4 | 2 | 2 | 62.2% Needs Improvement | MR5500 | SETUP | Router appears to be set up (solid blue light). Customer must verify Wi-Fi connectivity on a device and reconfigure extenders; follow-up if issues persist. |
| #LTS00136611INBOUND | 2026-07-10 | — | 3.8 | 5 | 2 | 2 | 63.8% Needs Improvement | WHW03 | CONFIGURATION | All nodes are now online and internet is functional. |
| #LTS00136745INBOUND↩ cb | 2026-07-10 | — | 2.7 | 4 | 2 | 3 | 21.5% Needs Improvement | LN1100 | CONFIGURATION | Customer will change SSID and password to the old values via the router’s web interface and test device reconnection. |
| #LTS00136747INBOUND | 2026-07-10 | — | 2 | 2 | 2 | 2 | 66.6% Needs Improvement | WHW03 | CONFIGURATION | Agent suggested repeating the 5-press reset and attempting bridge-mode setup, but no confirmation of success was obtained. Customer left with unresolved IP conflicts and no clear next steps. |
| #LTS00136745INBOUND↩ cb | 2026-07-10 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | LN1100 | CONFIGURATION | not_applicable |
| #LTS00136745INBOUND↩ cb | 2026-07-10 | — | 3.3 | 5 | 3 | 2 | 76.0% Developing | LN1100 | CONFIGURATION | Customer was instructed to reconnect all wireless devices using the newly configured SSID and password. The customer may adjust band-specific names if desired. |
| #LTS00136754INBOUND | 2026-07-10 | — | 2 | 2 | 2 | 2 | 13.1% Needs Improvement | MX4200 | CONNECTIVITY | Ticket created; customer advised to consider a factory reset or to call back for further assistance. No self-help resources provided. |
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