Coaching Summary
Performance shows accurate product identification but needs improvement in guiding customers through credential retrieval processes.
Tended to provide correct product status information but missed standard troubleshooting steps for credential retrieval.
Key calls: #LTS00135735
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 3.1 | 1 |
| Technical Accuracy | 4.0 | 1 |
| Protocol | 3.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 11.67% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 2.5 |
| Customer Ownership | 1.0 |
| Escalation Judgment | — |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Did not guide customer to check the router label for default Wi-Fi credentials, which is the standard first step per KB guidance.
#LTS00135735 · call 1c12bfe6-7937-11f1-b77a-42010a62006f
improvement
Incorrectly suggested that newer routers are needed for 2.4 GHz support, which is factually incorrect and contradicts KB content.
#LTS00135735 · call 1c12bfe6-7937-11f1-b77a-42010a62006f
Call Handling Findings
- Missed credential locationAlways guide customers to check the router label for SSID/password before directing them to alternative sources.
- Incorrect technical claimRefer to KB documentation to verify device capabilities before making statements about required hardware upgrades.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly identified the WRT54G as end-of-life and provided the accurate support URL — great job on that technical precision.
2
When customers ask for Wi-Fi credentials, what steps do you currently use to guide them to locate the information?
3
How can we ensure we always reference the router label as the primary source for default credentials?
4
What process could we follow to verify device capabilities against KB before mentioning hardware requirements?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135735INBOUND | 2026-07-06 | — | 3.1 | 4 | 3 | 3 | 11.7% Needs Improvement | WHW03 | CONNECTIVITY | Customer to retrieve SSID and password from installation CD or via https://support.linksys.com. |
Feedback
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