Coaching Summary
Performance shows persistent technical accuracy gaps despite ownership efforts.
Frequent provision of incorrect technical guidance and failure to collect essential product data.
Key calls: #LTS00136080, #LTS00136083, #EOS00136781
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 17 of 20 calls this week
ExampleRepeatedly provided invalid technical guidance and failed to collect product information
Correct behavior: Follow KB procedures, verify model/serial, and collect warranty status before troubleshooting
Impact: Incorrect resolutions, wasted time, and potential security risks
Related: #LTS00136080, #LTS00136083, #LTS00136450
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.95 | 48 |
| Technical Accuracy | 2.1 | 48 |
| Protocol | 1.58 | 48 |
| Communication | 2.02 | 48 |
V2 Rubric (Shadow Grading)
V2 overall: 35.71% across 47 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.83 |
| Technical Accuracy | 1.27 |
| Communication | 1.54 |
| Customer Ownership | 2.44 |
| Escalation Judgment | 1.88 |
| Customer Experience | 1.31 |
- Unresolved: 25
- Successful Resolution: 9
- Partial Resolution: 6
- Appropriate Escalation: 4
- Ownership Gap: 3
Score Diagnostics
Based on 48 calls reviewed this week.
Technical Findings
improvement
Advised invalid 5-press reset on MX6200 parent for LN1200 child pairing in #LTS00136080
#LTS00136080 · call cc8159ca-7980-11f1-ac65-42010a62006f
improvement
Provided non-existent 'magenta' LED color for LN1200 in #LTS00136080
#LTS00136080 · call cc8159ca-7980-11f1-ac65-42010a62006f
improvement
Incorrectly declared EA9500v2 end-of-life with no firmware updates in #EOS00136781
#EOS00136781 · call c405b10c-7cc7-11f1-9064-42010a623f91
Call Handling Findings
- Incorrect Technical GuidanceUse web UI or app for Cognitive Mesh pairing; verify LED colors per KB.
- Missing Product InformationAlways verify model, serial, and warranty status before proceeding.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your clear communication and patience in #LTS00136080 were appreciated by the customer—let's build on that strength.
2
How do you ensure you have all necessary product details before starting troubleshooting?
3
What steps can we take to verify technical guidance against KB before providing it to customers?
4
Let's review the cases where accuracy dropped below 2.5 and identify patterns to avoid recurrence.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00136080INBOUND | 2026-07-06 | — | 2.8 | 1 | 1 | 3 | 60.8% Needs Improvement | LN1200 | CONNECTIVITY | Child node reached steady white; customer instructed to monitor parent. No further verification or corrective steps provided. |
| #LTS00136083INBOUND↩ cb | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 100.0% Meets / Exceeds | VLP01 | CONNECTIVITY | None – call ended with incorrect brand/URL and no agent interaction. |
| #LTS00136083INBOUND↩ cb | 2026-07-06 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Agent promised to email factory-reset instructions to an invalid address; no valid resolution provided. |
| #LTS00136090INBOUND | 2026-07-06 | — | 2.8 | 1 | 2 | 2 | 55.5% Needs Improvement | RE6300 | SETUP | Customer reported the extender now shows a green light and the generator appears to work; no formal verification was completed. |
| #LTS00136102INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 51.1% Needs Improvement | MR8300 | CONNECTIVITY | Internet connectivity restored; customer confirmed TV works. |
| #LTS00136103INBOUND↩ cb | 2026-07-06 | — | 1.8 | 4 | 2 | 1 | 7.5% Needs Improvement | WHW03 | CONNECTIVITY | No resolution provided. Call ended with customer repositioning nodes, but no further instructions or timeline given. |
| #LTS00136103OUTBOUND↩ cb | 2026-07-07 | — | 1.4 | 1 | 1 | 2 | 16.7% Needs Improvement | WHW03 | CONNECTIVITY | No resolution; agent suggested buying new nodes. |
| #LTS00136114INBOUND↩ cb | 2026-07-07 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350-4A | CONNECTIVITY | Callback scheduled for next day to research and provide configuration guidance. |
| #TE00136055INBOUND | 2026-07-07 | — | 2.2 | 3 | 1 | 2 | 36.1% Needs Improvement | MX2000 | ACCESS | Level-2 technician John will call the customer back at 430-767-6060. |
| #LTS00136268INBOUND↩ cb | 2026-07-07 | — | 1.8 | 5 | 1 | 4 | 100.0% Meets / Exceeds | MR7500 | CONNECTIVITY | None – call ended without agent interaction. |
| #LTS00136268INBOUND↩ cb | 2026-07-07 | — | 2.8 | 4 | 2 | 3 | 25.7% Needs Improvement | MR7500 | CONNECTIVITY | Agent recommended purchasing a new MX4200 router with USB port; customer will self-purchase replacement. |
| #LTS00135360INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 2 | 36.2% Needs Improvement | MX6200 | CONFIGURATION | Mesh network is online with both nodes solid white. No further action required unless signal degradation occurs. |
| #LTS00136113INBOUND↩ cb | 2026-07-08 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | MR9000 | ACCESS | No resolution or next steps provided. |
| #TE00136294INBOUND | 2026-07-08 | — | 1.4 | 1 | 1 | 2 | 38.1% Needs Improvement | LN1100 | CONNECTIVITY | Escalated to Level-2 technical support; customer to await callback. |
| #LTS00136300INBOUND | 2026-07-08 | — | 1.8 | 1 | 2 | 2 | 39.7% Needs Improvement | MR7350 | CONNECTIVITY | Port-forward rule not created; advise customer to configure single port forwarding for TCP 9000 to NAS IP and verify public IP/DNS. |
| #EOS00136301INBOUND | 2026-07-08 | — | 2.7 | 4 | 2 | 3 | 49.4% Needs Improvement | EA8300 | SETUP | Customer to verify WAN connection and ISP service; if still no internet, consider hardware replacement. |
| #LTS00136302INBOUND | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | 31.2% Needs Improvement | MX4200 | CONNECTIVITY | No resolution achieved; agent suggested hardware replacement without diagnosing the root cause. Proper technical troubleshooting or escalation is required. |
| #EOS00136449INBOUND | 2026-07-08 | — | 2 | 2 | 2 | 2 | 59.9% Needs Improvement | RE7000 | ACCESS | Customer to obtain access to the router and attempt WPS pairing or a wired connection; then call back for further assistance. |
| #LTS00136450INBOUND↩ cb | 2026-07-08 | — | 1.8 | 4 | 2 | 3 | — | WHW03 | CONNECTIVITY | No next step was established; call ended without interaction. |
| #LTS00136450INBOUND↩ cb | 2026-07-08 | — | 2 | 2 | 2 | 2 | 40.2% Needs Improvement | WHW03 | CONNECTIVITY | Customer will obtain an Ethernet cable and retry the discovery process; no fix confirmed on the call. |
| #EOS00136453INBOUND | 2026-07-08 | — | 1 | 1 | 1 | 1 | 28.9% Needs Improvement | WUSB6300 | GENERAL INQUIRY | Agent incorrectly closed the call without providing the driver or verifying customer email. Follow-up required to send correct driver link (https://support.linksys.com/kb/article/518/) to verified email. |
| #LTS00136458INBOUND | 2026-07-08 | — | 1.5 | 1 | 2 | 2 | 54.4% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level-2 engineering; callback scheduled for after 4 PM. |
| #LTS00136114OUTBOUND↩ cb | 2026-07-09 | — | 1.4 | 1 | 2 | 2 | 32.6% Needs Improvement | EA6350-4A | CONNECTIVITY | No resolution achieved; recommend escalation to Tier 2 for proper router login assistance, verification of 2.4 GHz Wi-Fi settings, and guided robot Wi-Fi pairing. |
| #EOS00136604INBOUND | 2026-07-09 | — | 2.8 | 3 | 2 | 2 | 81.0% Developing | CONNECTIVITY | Provided self‑help steps; no further action scheduled. | |
| #LTS00136617INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | 49.3% Needs Improvement | WHW03 | CONNECTIVITY | TV Wi-Fi connection restored; advised customer to contact Roku support for Roku app issue. |
| #EOS00136618INBOUND↩ cb | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 29.4% Needs Improvement | RE6300 | CONNECTIVITY | No resolution achieved; agent did not provide correct setup steps or escalation path. |
| #TE00136620INBOUND | 2026-07-09 | — | 1.8 | 1 | 2 | 2 | 38.1% Needs Improvement | EA6100 | CONNECTIVITY | Escalated to Level 2 technical team; callback scheduled for next day at 4 PM EST. |
| #EOS00136618INBOUND↩ cb | 2026-07-09 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | CONNECTIVITY | No troubleshooting performed; no next step offered. | |
| #LTS00136113INBOUND↩ cb | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MR9000 | ACCESS | Agent asked customer to call back when at home; no technical resolution or self-help path provided. |
| #EOS00136626INBOUND | 2026-07-10 | — | 1.6 | 1 | 2 | 2 | 0.0% Needs Improvement | E1200 | ACCESS | Incorrectly advised customer to purchase a new router without attempting troubleshooting. |
| #LTS00136627INBOUND | 2026-07-10 | — | 1.1 | 1 | 1 | 2 | 17.4% Needs Improvement | MR9000 | CONNECTIVITY | Customer was told to contact ISP; no technical fix confirmed or provided. |
| #EOS00136629INBOUND | 2026-07-10 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | ACCESS | No concrete next step provided; agent only said customer could call back anytime. No KB-based guidance given despite clear customer need. | |
| #LTS00136630INBOUND | 2026-07-10 | — | 2.8 | 3 | 2 | 1 | 12.4% Needs Improvement | MX5500 | SETUP | Customer to power‑cycle modem/router again and contact Spectrum if issue persists; agent will email a guide. |
| #LTS00136447OUTBOUND | 2026-07-10 | — | 2.2 | 4 | 2 | 3 | 85.9% Meets / Exceeds | MX4200 | CONNECTIVITY | Call ended without confirmation of success or clear next steps. Customer still reported device connectivity issues. |
| #EOS00136743INBOUND | 2026-07-10 | — | 2.8 | 4 | 2 | 2 | 19.1% Needs Improvement | ACCESS | Perform a factory reset of the router, then set a new Wi-Fi password and re-connect devices. | |
| #LTS00136748INBOUND | 2026-07-10 | — | 3.2 | 4 | 2 | 2 | 59.2% Needs Improvement | WHW01 | CONNECTIVITY | Issue resolved — both nodes are online with solid blue lights and internet connectivity confirmed on multiple devices. |
| #LTS00090414INBOUND | 2026-07-10 | — | 3.5 | 4 | 2 | 3 | 75.7% Developing | MX6200 | ACCESS | Admin password reset completed; customer confirmed access restored. |
| #LTS00136756INBOUND | 2026-07-10 | — | 1.3 | 1 | 1 | 2 | 28.5% Needs Improvement | WHW01 | CONNECTIVITY | Agent advised the customer to return the extender as it was falsely declared obsolete; no successful connection was achieved. |
| #LTS00136765INBOUND | 2026-07-10 | — | 2.8 | 2 | 3 | 2 | 74.4% Developing | MX20WH2 | SETUP | Internet connectivity restored; advise to avoid pressing the reset button inadvertently and to manage Wi‑Fi settings via the Linksys app. |
| #LTS00136775INBOUND | 2026-07-10 | — | 1 | 1 | 1 | 1 | 27.6% Needs Improvement | MR9610 | SETUP | not_fixed |
| #LTS00136777INBOUND↩ cb | 2026-07-10 | — | 1.8 | 1 | 1 | 1 | 15.3% Needs Improvement | MX6200 | CONNECTIVITY | Advised that the problem may be firmware or hardware related and suggested contacting Linksys for further help; no definitive fix was applied. |
| #LTS00136542INBOUND | 2026-07-11 | — | 2.3 | 3 | 2 | 2 | 28.8% Needs Improvement | MX5500 | SETUP | No resolution; further troubleshooting needed. |
| #LTS00136777INBOUND↩ cb | 2026-07-11 | — | 2.6 | 4 | 2 | 2 | 75.7% Developing | MX6200 | CONNECTIVITY | Advised to wait 1-2 hours for the node to appear as an unnamed device; offered to call back if it does not. No further troubleshooting provided. |
| #GI00136780INBOUND↩ cb | 2026-07-11 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | not_applicable | |
| #GI00136780INBOUND↩ cb | 2026-07-11 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | ARCHERA7 | ACCESS | No resolution or next step provided by agent. |
| #EOS00136781INBOUND | 2026-07-11 | — | 1.4 | 1 | 2 | 2 | 15.9% Needs Improvement | EA9500 | CONFIGURATION | Advised to replace the router with MX4200/MX2000 (incorrect advice). |
| #EOS00136782INBOUND | 2026-07-11 | — | 3.2 | 5 | 2 | 2 | 4.2% Needs Improvement | E2500 | HARDWARE | Advised customer to replace the E2500 with a new MX2000 or MX4200 router. |
| #LTS00025133INBOUND | 2026-07-11 | — | 1.4 | 1 | 1 | 2 | 76.5% Developing | MX55EC3 | CONNECTIVITY | Agent incorrectly declared resolution based on LED color. Customer still observed node offline in app. No valid next step provided. |
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