Coaching Summary
Performance shows technical accuracy inconsistencies with recurring diagnostic oversights despite strong escalation practices.
Tends to skip foundational connectivity diagnostics before concluding hardware faults or escalating complex issues.
Key calls: #TE00136148, #LTS00136138, #LTS00087002
Risk Flags
Critical dimension below threshold
Multiple calls with accuracy score below 2.5, indicating fundamental technical guidance failures
ExampleCall #TE00136148: Incorrectly claimed MR7500 lacks DFS support and suggested invalid time-zone workaround
Correct behavior: Accurately explain regional DFS support limitations using KB references and provide correct 160MHz configuration steps
Impact: Customer received incorrect information, leading to wasted time and potential misconfiguration
Related: #TE00136148, #LTS00136138, #LTS00135944
Escalated but unresolved
Escalations initiated but lacking follow-up documentation and resolution confirmation
ExampleCall #TE00135929: Escalated to L2 but no resolution confirmation documented
Correct behavior: Document L2 resolution steps and confirm fix with customer before closing
Impact: Customer remains uncertain about issue resolution status
Related: #TE00135929, #TE00136148, #PR00136325
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.45 | 28 |
| Technical Accuracy | 2.64 | 28 |
| Protocol | 2.18 | 28 |
| Communication | 2.61 | 28 |
V2 Rubric (Shadow Grading)
V2 overall: 57.98% across 24 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.75 |
| Technical Accuracy | 2.42 |
| Communication | 2.71 |
| Customer Ownership | 3.84 |
| Escalation Judgment | 3.12 |
| Customer Experience | 2.92 |
- Partial Resolution: 8
- Unresolved: 8
- Successful Resolution: 6
- Appropriate Escalation: 2
Score Diagnostics
Based on 28 calls reviewed this week.
Technical Findings
improvement
Failed to verify modem/WAN connection before concluding hardware fault in MX8500 mesh issue (call #LTS00087002)
#LTS00087002 · call 4dd895b0-7c65-11f1-ab65-42010a623f91
improvement
Incorrectly recommended 5-press pairing method for SPNMX55 (ISP-provisioned device) violating KB guidance (call #LTS00136138)
#LTS00136138 · call e57bd260-79ea-11f1-ae23-42010a62006f
improvement
Misinterpreted flashing red LED as 'great news' instead of error state, leading to incomplete troubleshooting (call #LTS00136340)
#LTS00136340 · call bdda22ca-7ad0-11f1-8d8d-42010a62006f
improvement
Skipped direct modem-to-PC connectivity test before resetting MX4200 node, violating universal_isp_modem_diagnostics.md Step 2 (call #TE00136654)
#TE00136654 · call 377adabe-7c45-11f1-8947-42010a623f91
strength
Correctly applied 5-press reset method for MX5500 mesh node after verifying model compatibility (call #LTS00136168)
#LTS00136168 · call d100acca-7a08-11f1-a510-42010a62006f
Call Handling Findings
- Diagnostic DepthAlways perform modem/WAN verification (direct PC connection) and LED status checks before concluding hardware issues.
- LED State InterpretationRefer strictly to KB-defined LED states: solid purple (setup), solid blue (online), solid red (no internet), blinking white (pairing).
Calibration Notes
- High overall score (1.8) but technical accuracy severely compromised; requires QA review of scoring consistency
- Escalation handled correctly but protocol score low (3); verify if handoff documentation met expectations
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to recognize L1 ceiling limitations and initiate escalations is a key strength—let's discuss how we can strengthen diagnostic depth before escalation.
2
I've noticed several instances where modem/WAN connectivity wasn't verified before concluding hardware issues. Could we walk through the universal_isp_modem_diagnostics.md flow together?
3
Your LED state descriptions have been inconsistent with KB definitions. Let's review the led_intelligent_mesh_consumer.md guide to ensure accurate troubleshooting.
4
When explaining regional feature limitations like DFS, how can we ensure we provide precise KB references and avoid speculative workarounds?
5
Let's examine call #TE00136148 together to identify where we can improve technical accuracy while maintaining your strong customer ownership.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00108486INBOUND | 2026-07-06 | — | 1.8 | 1 | 1 | 2 | 40.6% Needs Improvement | MBE7000 | CONNECTIVITY | Advised to monitor for 24–48 hours; ticket 108486 opened for follow-up. No definitive resolution applied. |
| #LTS00125859INBOUND | 2026-07-06 | — | 2.8 | 3 | 2 | 2 | 20.5% Needs Improvement | MX8400 | HARDWARE | Advised node is defective; warranty expired; recommend replacement. |
| #TE00135929INBOUND | 2026-07-06 | — | 1.8 | 1 | 2 | 2 | 72.5% Developing | SPNMX55GC | CONNECTIVITY | Escalated to second-level support; callback promised within 24-48 business hours. |
| #LTS00135941INBOUND | 2026-07-06 | — | 3 | 3 | 3 | 2 | 68.1% Needs Improvement | WHW03 | CONFIGURATION | Both nodes are now online (solid blue/green) and configured in bridge mode; internet connectivity confirmed. |
| #LTS00135944INBOUND | 2026-07-06 | — | 2.4 | 3 | 2 | 3 | 52.1% Needs Improvement | WHW03 | CONNECTIVITY | Obtain and test with a different Ethernet cable; if still flashing red, contact support again (ticket 135944). |
| #LTS00135953INBOUND | 2026-07-06 | — | 2.8 | 5 | 4 | 4 | 91.7% Meets / Exceeds | MX4200 | ACCESS | Customer should attempt to log in with the new admin password. If unsuccessful, verify the router model and try local access via myrouter.info or 192.168.1.1. |
| #GI00136137INBOUND | 2026-07-07 | — | 2.8 | 5 | 4 | 3 | 75.0% Developing | EA8300 | GENERAL INQUIRY | Agent informed incompatibility and promised to email a list of compatible routers. |
| #LTS00136138INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 2 | 80.5% Developing | SPNMX55GC | CONNECTIVITY | Provided ticket number 136138; no confirmed fix. Customer advised to coordinate with ISP (GigaClear) for firmware update or hardware replacement, as device is ISP-provisioned. |
| #TE00136148INBOUND | 2026-07-07 | — | 1.8 | 1 | 2 | 3 | 36.3% Needs Improvement | MR7500 | CONFIGURATION | Agent will email a KB article; customer to review and reply. |
| #EOS00136163INBOUND | 2026-07-07 | — | 1 | 1 | 1 | 1 | 31.4% Needs Improvement | Unclassified | not_fixed | |
| #LTS00136168INBOUND | 2026-07-07 | — | 3.2 | 3 | 4 | 3 | 81.5% Developing | MX5500 | SETUP | Reset main node, configure via web UI, add child node, update Wi-Fi credentials; mesh operational. |
| #LTS00136316INBOUND | 2026-07-08 | — | 2.9 | 4 | 2 | 2 | 71.3% Developing | SPNM60CF | SETUP | Node paired and showing solid white; advise to relocate node to its permanent location. |
| #PR00136325INBOUND | 2026-07-08 | — | 3.1 | 4 | 3 | 3 | 79.5% Developing | MX55EC | HARDWARE | Escalated to Customer Service for warranty validation and potential replacement (ticket #136325). |
| #LTS00136340INBOUND | 2026-07-08 | — | 1.8 | 1 | 2 | 3 | 77.7% Developing | MX8500 | CONNECTIVITY | Agent advised continuing app setup and considering hardware upgrade; no confirmed fix or valid next step provided. |
| #LTS00136495INBOUND | 2026-07-09 | — | 2.8 | 4 | 2 | 3 | 60.4% Needs Improvement | MX4200 | HARDWARE | Agent will email the customer with warranty-claim instructions; customer must reply with the invoice receipt to proceed. |
| #GI00136500INBOUND | 2026-07-09 | — | 1.7 | 1 | 1 | 2 | 23.7% Needs Improvement | HARDWARE | Advised the customer that the device is not a Linksys product and to contact VAST support for assistance. | |
| #EOS00136250INBOUND | 2026-07-09 | — | 3.5 | 5 | 2 | 3 | — | CONNECTIVITY | Customer to check email (including spam/junk) for setup instructions and follow them independently. | |
| #EOS00136521INBOUND | 2026-07-09 | — | 1.3 | 1 | 1 | 2 | — | EA7500 | CONNECTIVITY | Agent offered to send a KB article; customer decided to replace router. |
| #EOS00136522INBOUND | 2026-07-09 | — | 2.8 | 2 | 2 | 3 | — | EA6900 | GENERAL INQUIRY | Agent confirmed dual-band support but provided no actionable steps to locate or verify the 2.4 GHz network. No resolution confirmed. |
| #EOS00136510INBOUND | 2026-07-09 | — | 3.9 | 5 | 3 | 4 | — | HARDWARE | Agent will email a KB article for the customer to follow. | |
| #LTS00136652INBOUND | 2026-07-10 | — | 1.8 | 1 | 2 | 2 | 43.0% Needs Improvement | WHW03 | CONNECTIVITY | No fix achieved; advised customer to monitor nodes and contact support again if they continue flashing red/orange. |
| #TE00136654INBOUND | 2026-07-10 | — | 1.8 | 1 | 2 | 3 | 55.8% Needs Improvement | MX4200 | ACCESS | Agent scheduled a callback to continue troubleshooting. |
| #LTS00136657INBOUND | 2026-07-10 | — | 3 | 3 | 2 | 3 | 79.7% Developing | SPNM60TB | CONFIGURATION | 2.4 GHz band renamed to 'Linksys_2.4' and separated from 5 GHz; customer can now connect Ring Doorbell to the correct band. |
| #LTS00087002INBOUND↩ cb | 2026-07-10 | — | 2.1 | 2 | 2 | 3 | 53.3% Needs Improvement | MX8500 | ACCESS | Escalate to Tier 2 support for advanced diagnostics. Recommend checking modem/WAN connectivity, verifying PPPoE settings if applicable, and assessing potential hardware failure on parent node. Consider full mesh rebuild if firmware or configuration corruption is suspected. |
| #LTS00087002OUTBOUND↩ cb | 2026-07-10 | — | 2 | 2 | 2 | 2 | 59.0% Needs Improvement | MX8500 | ACCESS | Customer instructed to perform a factory reset of the main node. No confirmation of execution or outcome. KB-recommended workaround not offered. |
| #LTS00087002OUTBOUND↩ cb | 2026-07-10 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX8500 | ACCESS | Offered to process another callback if the connection drops; no definitive fix provided. |
| #LTS00087002OUTBOUND↩ cb | 2026-07-10 | — | 2.8 | 5 | 3 | 3 | 55.3% Needs Improvement | MX8500 | ACCESS | Customer to rename SSID via app, restart router, and verify after 30 seconds. Follow-up needed to confirm success and child node reconnection. |
| #LTS00087002OUTBOUND↩ cb | 2026-07-10 | — | 4 | 5 | 2 | 3 | 82.6% Developing | MX8500 | ACCESS | Nodes are now solid blue and visible in the app; advise firmware update. |
Feedback
✓ Feedback submitted — thank you!