Coaching Summary
Performance shows variability with room for improvement in technical accuracy and protocol adherence.
Tends to provide incorrect technical guidance and violate security protocols, leading to unresolved issues.
Key calls: #LTS00135985, #LTS00136157, #LTS00136324
Risk Flags
Initiated unauthorized remote sessions and requested remote desktop access on 2 calls this week
Correct behavior: Only use approved support methods; obtain explicit, informed consent before any remote access, and follow escalation protocols for complex issues
Impact: Potential security risks and violation of Linksys support policies
Related: #LTS00135985, #LTS00136378
Provided invalid URLs and access instructions on 3 calls this week, leading to customer confusion
Correct behavior: Always verify and provide correct Linksys domain URLs and local router URLs
Impact: Customers unable to access necessary tools, causing delays and repeat contacts
Related: #LTS00135985, #LTS00136157, #LTS00136378
Accuracy score below 2.5 on 3 calls this week
Correct behavior: Follow KB procedures for troubleshooting and use only approved support methods
Impact: Incorrect resolutions and potential security risks
Related: #LTS00135985, #LTS00136157, #LTS00136378
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.62 | 4 |
| Technical Accuracy | 2.5 | 4 |
| Protocol | 2.25 | 4 |
| Communication | 2.75 | 4 |
V2 Rubric (Shadow Grading)
V2 overall: 52.8% across 4 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.66 |
| Technical Accuracy | 1.64 |
| Communication | 3.12 |
| Customer Ownership | 3.25 |
| Escalation Judgment | 0.0 |
| Customer Experience | 2.95 |
- Successful Resolution: 2
- Ownership Gap: 1
- Unresolved: 1
Score Diagnostics
Based on 4 calls reviewed this week.
Technical Findings
Call Handling Findings
- Incorrect technical guidanceAlways verify and provide correct Linksys domain URLs (e.g., extender.linksys.com) and local router URLs (myrouter.local or [REDACTED_PHONE]).
- Protocol violationsUse only approved support methods; obtain explicit, informed consent before any remote access, and follow escalation protocols for complex issues.
Calibration Notes
- High overall score (4.6) with resolved issue but accuracy score of 5.0 and protocol of 4.0; verify if resolver outcome aligns with technical accuracy scores
- Protocol score of 2.0 with escalation_judgment null; verify if protocol violation impacts escalation judgment scoring
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent documented troubleshooting steps but grader notes unresolved issue and ISP involvement required; documentation omits critical escalation path.
Suggested Coaching Conversation
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135985INBOUND | 2026-07-06 | — | 1.3 | 1 | 1 | 2 | 41.0% Needs Improvement | RE7000 | CONFIGURATION | Advised customer to contact Comcast for ISP-side troubleshooting and to call Linksys back if the issue persists. |
| #LTS00136157INBOUND | 2026-07-07 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MR7350 | ACCESS | No resolution; call ended after incorrect guidance was provided. |
| #LTS00136324INBOUND | 2026-07-08 | — | 4.6 | 5 | 4 | 4 | 77.1% Developing | SPNMX42BF | SETUP | Router admin password reset completed; booster node successfully added and functioning. Customer instructed to use the new root password for future app access. |
| #LTS00136378INBOUND | 2026-07-08 | — | 3.2 | 3 | 2 | 3 | 93.1% Meets / Exceeds | MX4200 | CONNECTIVITY | Internet restored; Wi-Fi functional. No further steps needed. |