Coaching Summary
Performance is declining due to recurring technical inaccuracies and protocol gaps, particularly in hardware and connectivity cases.
Tendency to provide model-specific guidance without KB verification and incomplete warranty checks.
Key calls: #LTS00135931, #LTS00135934, #LTS00091926
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 5 calls this week, indicating frequent technical inaccuracies.
ExampleIn #LTS00135934, provided invalid support URLs and misrepresented E5400 support status.
Correct behavior: Follow KB guidance for model-specific support lifecycle and use validated support URLs.
Impact: Customer received incorrect information, leading to potential security risks and unnecessary hardware purchase.
Related: #LTS00135934, #LTS00136030, #LTS00136047
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.53 | 58 |
| Technical Accuracy | 2.88 | 58 |
| Protocol | 2.1 | 58 |
| Communication | 2.43 | 58 |
V2 Rubric (Shadow Grading)
V2 overall: 46.52% across 53 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.51 |
| Technical Accuracy | 1.91 |
| Communication | 2.24 |
| Customer Ownership | 2.91 |
| Escalation Judgment | 1.91 |
| Customer Experience | 2.17 |
- Unresolved: 22
- Successful Resolution: 19
- Partial Resolution: 9
- Appropriate Escalation: 2
- Ownership Gap: 1
Score Diagnostics
Based on 58 calls reviewed this week.
Technical Findings
improvement
Provided incorrect router local address ([REDACTED_PHONE]) for SPNM series device; correct address is http://myrouter.info per spnm_wireless_ui_guide.md. This caused configuration failure in #LTS00135931.
#LTS00135931 · call 5eb6b0b0-7931-11f1-b97a-42010a623f91
improvement
Falsely stated that E5400 no longer receives firmware updates; KB does not support this claim. This led to unnecessary hardware replacement suggestion in #LTS00135934.
#LTS00135934 · call 410c501e-7932-11f1-8ccf-42010a623f91
Call Handling Findings
- Inaccurate LED status guidanceReference KB documentation for model-specific LED states and verify with customer before proceeding.
- Incomplete warranty verificationAlways collect and verify serial number, model, and warranty status at the start of troubleshooting calls.
Calibration Notes
- High overall score (3.8) but accuracy score 3.0; review to ensure technical accuracy aligns with high customer satisfaction.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135931low
Agent documented no troubleshooting steps while grader notes unresolved issue; mismatch indicates missing documentation of failed resolution path.
Grader says: No resolution. Advised use of Instant Safety (predefined filters), third-party software, or contacting ISP. No verification or escalation path provided.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you handled the MX6200 mesh pairing in #LTS00091926 with great patience and clear communication—that’s a real strength. How did you approach explaining the 5-press method to the customer?
2
In #LTS00135931, there was a mismatch between the documented outcome and the grader’s assessment of unresolved issues. What steps could we add to ensure documentation captures failed resolution paths?
3
You mentioned warranty concerns in several calls this week. Let’s review the protocol for verifying warranty status and model-specific support eligibility—can we walk through that together using #LTS00135931 as a case study?
4
Some calls this week had accuracy scores below 2.5. Let’s focus on KB verification before providing technical guidance, especially for LED states and reset procedures. How do you feel about incorporating a quick KB check into your opening questions?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135931INBOUND | 2026-07-06 | — | 2.2 | 2 | 3 | 3 | 50.6% Needs Improvement | SPNM60CF | ACCESS | No resolution. Advised use of Instant Safety (predefined filters), third-party software, or contacting ISP. No verification or escalation path provided. |
| #LTS00135934INBOUND | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 19.1% Needs Improvement | E5400 | CONNECTIVITY | Agent advised upgrading the router and provided incorrect support URLs; no technical troubleshooting or resolution was attempted. |
| #LTS00091926INBOUND | 2026-07-06 | — | 3.8 | 3 | 4 | 4 | 85.1% Meets / Exceeds | MX6200 | CONNECTIVITY | Node re-paired and online; no further steps needed. |
| #LTS00135822INBOUND | 2026-07-06 | — | 2.9 | 2 | 4 | 3 | 86.1% Meets / Exceeds | WHW03 | CONNECTIVITY | Mesh network restored and Wi-Fi credentials updated; customer confirmed devices can access the internet. |
| #LTS00066261INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 1 | 81.9% Developing | MX5500 | SETUP | Mesh system partially restored; nodes show solid blue but internet connectivity not confirmed after final changes. |
| #LTS00135963INBOUND | 2026-07-06 | — | 3.9 | 5 | 3 | 2 | 67.4% Needs Improvement | EA8300 | SETUP | Internet restored; issue resolved. |
| #LTS00135969INBOUND | 2026-07-06 | — | 3.6 | 5 | 2 | 3 | 81.8% Developing | SPNMX56CF | ACCESS | Router admin password successfully reset; all mesh nodes online with solid blue LEDs; customer can access web UI and Wi-Fi using correct credentials. |
| #LTS00051132INBOUND | 2026-07-06 | — | 3.3 | 3 | 3 | 3 | 73.6% Developing | MX4200 | CONNECTIVITY | All nodes are now solid blue and operational. Advise customer to keep nodes in their final locations and monitor for future connectivity issues. |
| #LTS00136017INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 2 | 57.6% Needs Improvement | EA6350 | SETUP | Router setup completed and internet confirmed working. |
| #LTS00136030INBOUND | 2026-07-06 | — | 2.8 | 1 | 2 | 2 | 77.8% Developing | MX4200 | ACCESS | Router admin interface accessed successfully; Wi-Fi settings updated; network drive and TV functioning again. |
| #LTS00136047INBOUND↩ cb | 2026-07-06 | — | 1.2 | 1 | 2 | 2 | 34.2% Needs Improvement | MX2000 | CONNECTIVITY | No resolution; agent suggested buying an extender but did not provide setup steps. Password reset attempts failed. No follow-up plan given. |
| #LTS00136047OUTBOUND↩ cb | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 61.5% Needs Improvement | MX2000 | CONNECTIVITY | Provided ticket number 136047; no confirmed fix, no clear follow-up plan. |
| #LTS00136059INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 2 | 64.6% Needs Improvement | VLP01 | CONNECTIVITY | Internet restored and Wi-Fi password changed; customer confirmed connectivity. Video tutorial sent via email for future reference. |
| #LTS00136065INBOUND | 2026-07-06 | — | 4 | 5 | 4 | 3 | 92.1% Meets / Exceeds | WHW01 | CONNECTIVITY | Nodes paired successfully, internet restored; advised to keep the new Wi-Fi password and monitor for further issues. |
| #LTS00128613INBOUND | 2026-07-07 | — | 2.6 | 4 | 2 | 2 | 29.2% Needs Improvement | EA7500 | CONNECTIVITY | Escalated to second‑level technician; ticket #128613 created; customer to call back for further assistance. |
| #LTS00124016INBOUND | 2026-07-07 | — | 2.8 | 5 | 3 | 4 | 75.5% Developing | MX4200 | CONNECTIVITY | Node showed brief solid blue but continued cycling; customer to monitor and call back if instability persists. |
| #LTS00120801INBOUND | 2026-07-07 | — | 3.3 | 3 | 3 | 3 | 77.8% Developing | MX6200 | CONNECTIVITY | Issue resolved — router now solid white and internet is functional. |
| #EOS00128639INBOUND | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | — | E48 | CONNECTIVITY | Agent suggested purchasing a new router and offered to email generic reset instructions. No troubleshooting was performed, and no valid resolution or self-help path was provided. |
| #EOS00136176INBOUND | 2026-07-07 | — | 2.2 | 3 | 1 | 2 | — | ACCESS | Perform factory reset (correct duration: 10–20 seconds) and re-run initial setup; consider purchasing a new router. Self-help resources should have been provided. | |
| #EOS00136193INBOUND | 2026-07-07 | — | 2.8 | 4 | 2 | 3 | 45.4% Needs Improvement | E5400 | SETUP | Customer to perform factory reset and follow emailed setup guide; agent did not verify success or receipt of email. |
| #LTS00136211INBOUND | 2026-07-07 | — | 1.5 | 1 | 1 | 3 | 8.9% Needs Improvement | MR7350 | CONNECTIVITY | Customer reported internet access after setup, but guidance was based on incorrect product identification. Recommend contacting Netgear support for proper configuration. |
| #LTS00127082INBOUND | 2026-07-07 | — | 1.8 | 1 | 1 | 2 | 39.6% Needs Improvement | MX4200 | CONNECTIVITY | No definitive fix; advised to monitor after changes and call back if issue persists; suggested wired test for isolation. |
| #LTS00136241INBOUND | 2026-07-07 | — | 1.5 | 2 | 1 | 1 | 3.8% Needs Improvement | WHW01 | SETUP | No resolution achieved. Customer concluded device is defective and ended call without escalation, RMA, or self-help path. |
| #LTS00136249INBOUND | 2026-07-07 | — | 2.6 | 2 | 2 | 3 | 53.0% Needs Improvement | MX4200 | CONNECTIVITY | Supervisor will email customer to collect a purchase receipt; ticket LTS00136249 forwarded to Customer Service for possible warranty replacement pending receipt submission. |
| #LTS00113456INBOUND↩ cb | 2026-07-08 | — | 1.6 | 2 | 1 | 2 | 24.4% Needs Improvement | WHW03 | SETUP | Agent said they would call back and provided a support phone number and incorrect website, but no concrete callback time was set. |
| #LTS00113456OUTBOUND↩ cb | 2026-07-08 | — | 1.6 | 3 | 1 | 1 | — | WHW03 | SETUP | Agent promised to call the customer back on their cell phone to continue troubleshooting, but no structured plan or self-help steps were provided. |
| #LTS00136352INBOUND | 2026-07-08 | — | 4.6 | 5 | 4 | 4 | 95.8% Meets / Exceeds | MX2000 | SETUP | Nodes successfully paired and are operational; customer can now relocate them to desired locations. |
| #EOS00136372INBOUND | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | None. Agent claimed device is unsupported and offered no actionable steps. |
| #EOS00136383INBOUND | 2026-07-08 | — | 2.8 | 4 | 2 | 3 | 2.1% Needs Improvement | EA7300 | SETUP | Advised to purchase a new Linksys mesh system and call back for setup assistance. |
| #LTS00136402INBOUND | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | 3.8% Needs Improvement | LN6001 | SETUP | Customer decided to return the router; agent suggested incompatible replacement models (MBE7000, MX6200, MX8500) without confirming compatibility or need. |
| #LTS00136403INBOUND | 2026-07-08 | — | 2.5 | 3 | 3 | 3 | 40.6% Needs Improvement | SPNMX55GC | ACCESS | Agent advised using local web UI for configuration; no further steps were provided. |
| #TE00135777INBOUND | 2026-07-08 | — | 1.8 | 4 | 1 | 1 | 22.3% Needs Improvement | WHW03 | CONNECTIVITY | Callback from Level-2 technician within 2-3 hours to 305-442-077. |
| #LTS00131097INBOUND | 2026-07-08 | — | 2.8 | 2 | 2 | 2 | 52.5% Needs Improvement | MX8500 | CONNECTIVITY | Advised customer to contact the thermostat and Ring manufacturers for device‑specific reconnection steps; provided case number for reference. |
| #LTS00136509INBOUND | 2026-07-09 | — | 2.9 | 5 | 2 | 2 | 67.8% Needs Improvement | WHW03 | CONNECTIVITY | TV started working on its own; no further action required. |
| #EOS00136518INBOUND | 2026-07-09 | — | 2.9 | 4 | 2 | 3 | 25.6% Needs Improvement | EA9500 | HARDWARE | Advised customer to purchase a replacement router due to end-of-life status. |
| #EOS00136532INBOUND | 2026-07-09 | — | 3.1 | 5 | 2 | 2 | — | VLP01 | SETUP | Agent offered to email a Wi-Fi fix guide; no technical fix was applied. |
| #EOS00136536INBOUND↩ cb | 2026-07-09 | — | 2.8 | 3 | 2 | 2 | 14.9% Needs Improvement | U5400 | SETUP | Sent generic setup article and advised upgrade. |
| #EOS00136536INBOUND↩ cb | 2026-07-09 | — | 3.2 | 5 | 2 | 3 | — | E5400 | SETUP | Agent promised to email a troubleshooting guide to the customer. |
| #LTS00136542INBOUND | 2026-07-09 | — | 3.8 | 4 | 4 | 3 | 89.6% Meets / Exceeds | MX5500 | SETUP | Mesh network restored; nodes online and functional. Customer advised to relocate nodes as desired. |
| #EOS00136551INBOUND | 2026-07-09 | — | 2.2 | 5 | 3 | 2 | 6.5% Needs Improvement | WRT54G | HARDWARE | Advised customer to purchase a new Linksys router; no specific model, pricing, or purchase link provided. |
| #LTS00136554INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | 48.0% Needs Improvement | MR7500 | CONNECTIVITY | Router reset and Wi-Fi credentials reconfigured; devices now connect successfully. |
| #LTS00134278INBOUND | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 11.5% Needs Improvement | WHW03 | HARDWARE | Agent recommended purchasing new mesh nodes (MX4200 or MX5500) as the solution, with no further support path provided. |
| #EOS00135699INBOUND | 2026-07-09 | — | 1.4 | 1 | 1 | 3 | 26.5% Needs Improvement | MR8300 | HARDWARE | Advised customer to return the router and purchase a different Linksys model (MX2000/MX4200). |
| #LTS00136575INBOUND↩ cb | 2026-07-09 | — | 1.8 | 1 | 2 | 2 | 56.8% Needs Improvement | MR7350 | SETUP | Customer to contact ISP (Comcast) to resolve modem connectivity and call back. |
| #LTS00136589INBOUND↩ cb | 2026-07-09 | — | 2.8 | 3 | 3 | 3 | 16.3% Needs Improvement | MX2000 | SETUP | No successful connection achieved; customer asked to call back later. Ticket created for follow-up. |
| #LTS00136589INBOUND↩ cb | 2026-07-09 | — | 3.8 | 4 | 3 | 4 | 100.0% Meets / Exceeds | MX2000 | SETUP | Wi‑Fi network re‑configured successfully; all nodes online; devices now connect and have internet access. |
| #LTS00136575INBOUND↩ cb | 2026-07-09 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | MR7350 | SETUP | No action taken; call ended without issue identification. |
| #LTS00136659INBOUND | 2026-07-10 | — | 3.3 | 3 | 3 | 3 | 89.5% Meets / Exceeds | MX6200 | CONNECTIVITY | All nodes are now solid white and operational; monitor for stability and consider a UPS for power protection. |
| #LTS00136674INBOUND | 2026-07-10 | — | 2.8 | 5 | 3 | 3 | 31.9% Needs Improvement | WHW03 | CONNECTIVITY | Reset performed; outcome not confirmed. Further troubleshooting required. |
| #EOS00136678INBOUND | 2026-07-10 | — | 2.9 | 4 | 2 | 3 | 12.1% Needs Improvement | CONFIGURATION | Customer advised to use self-help resources to configure guest network settings. No further action taken. | |
| #LTS00136681INBOUND | 2026-07-10 | — | 1.4 | 1 | 1 | 2 | 61.1% Needs Improvement | MR7350 | SETUP | Customer advised to confirm WAN connectivity with ISP or schedule a follow-up call if the issue persists. |
| #LTS00136693INBOUND↩ cb | 2026-07-10 | — | 2.8 | 2 | 2 | 3 | 41.5% Needs Improvement | WHW03 | ACCESS | Advised to use a laptop/computer to change Wi‑Fi password; customer chose to keep current setup. |
| #LTS00136693INBOUND↩ cb | 2026-07-10 | — | 2.8 | 1 | 2 | 3 | 70.7% Developing | WHW03 | ACCESS | Customer successfully accessed the router web interface; no further steps required. |
| #LTS00136708INBOUND | 2026-07-10 | — | 1 | 1 | 1 | 1 | 19.1% Needs Improvement | SPNMX55GC | CONFIGURATION | not_fixed |
| #LTS00135251INBOUND | 2026-07-10 | — | 4.4 | 5 | 4 | 4 | 68.8% Needs Improvement | WHW03 | SETUP | All nodes restored to solid green; network functional. No further action required. |
| #LTS00136718INBOUND↩ cb | 2026-07-10 | — | 2.3 | 3 | 2 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Issue not resolved; recommend escalation to Tier-2 or schedule callback for further diagnostics or hardware replacement. |
| #LTS00136718OUTBOUND↩ cb | 2026-07-10 | — | 2.9 | 4 | 2 | 2 | 32.9% Needs Improvement | WHW03 | CONNECTIVITY | Parent node is now online; monitor the child node’s LED status and consider replacement if it continues to blink red/green. |
| #LTS00135233INBOUND | 2026-07-10 | — | 3.5 | 5 | 2 | 2 | 66.3% Needs Improvement | WHW03 | CONNECTIVITY | All nodes restored to normal operation; internet connectivity confirmed. |
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