Coaching Summary
Performance stable but with persistent technical accuracy gaps; average overall 2.4 this week.
Frequent provision of incorrect technical guidance and incomplete troubleshooting, particularly in connectivity and setup cases.
Key calls: #LTS00104402, #LTS00136053, #LTS00135964
Risk Flags
Critical dimension below threshold
Accuracy score <2.5 in 7 of 23 calls this week
ExampleIn #LTS00104402, agent provided incorrect default password and reset duration for EA8500.
Correct behavior: Reference product-specific KB for defaults; verify reset steps with customer.
Impact: Failed login attempts, potential hardware damage from incorrect reset.
Related: #LTS00104402, #LTS00135964, #LTS00136018
Escalated but unresolved
Escalated case #LTS00136423 with unresolved technical root cause
ExampleAgent recommended ISP contact without achieving technical fix for MX2000 setup issue.
Correct behavior: Perform KB-mandated troubleshooting before escalation; document steps taken.
Impact: Unresolved issue leading to repeat contact and frustration.
Related: #LTS00136423
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.56 | 24 |
| Technical Accuracy | 2.58 | 24 |
| Protocol | 2.04 | 24 |
| Communication | 2.5 | 24 |
V2 Rubric (Shadow Grading)
V2 overall: 41.55% across 22 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.89 |
| Technical Accuracy | 1.63 |
| Communication | 2.16 |
| Customer Ownership | 2.91 |
| Escalation Judgment | 2.5 |
| Customer Experience | 2.09 |
- Unresolved: 14
- Successful Resolution: 7
- Partial Resolution: 1
Score Diagnostics
Based on 24 calls reviewed this week.
Technical Findings
improvement
Provided incorrect default admin password for EA8500 ('admin' vs label Wi-Fi password) and unsafe 15-minute reset duration in #LTS00104402.
#LTS00104402 · call d3ba1a8a-78f2-11f1-8804-42010a663f80
improvement
Claimed WHW03 firmware updates unavailable and ISP Wi-Fi 7 upgrade without verification in #LTS00135964, contradicting KB.
#LTS00135964 · call 026dda9a-7945-11f1-a6d9-42010a62006f
improvement
Directed customer to unsafe 'local.myeather.com' and provided wrong MX8500 URL 'myrouter.info' in #LTS00136053.
#LTS00136053 · call b7323acc-7970-11f1-95d6-42010a62006f
Call Handling Findings
- Technical inaccuracy risksVerify product-specific defaults via KB before stating; confirm reset steps with customer.
- Incomplete troubleshootingAlways verify WAN connectivity via modem test; document LED states before and after steps.
Calibration Notes
- Very short call (duration null) with overall score 1.0; grader may have had insufficient signal to assess fully.
- Overall >=3.5 but technical_resolution_status is not_fixed; high score may reflect communication rather than resolution.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00136423high
No documentation present despite escalation recommendation; creates risk of repeat contact.
Grader says: Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you collected model and serial numbers early in several calls—this is excellent for efficient troubleshooting. Can you share how you decide when to ask for these details?
2
In cases like #LTS00104402 and #LTS00135964, technical inaccuracies were provided. How can we ensure we reference KB articles before giving specific instructions?
3
For unresolved cases like #LTS00136053, what steps can we take to verify fixes before closing or escalating?
4
How can we improve WAN connectivity verification to avoid skipping this critical step in future calls?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00104402 | 2026-07-06 | — | 1 | 1 | 1 | 1 | — | MR6350 | CONNECTIVITY | No resolution; agent offered to call back but gave no actionable steps. |
| #GI00135961INBOUND | 2026-07-06 | — | 2.9 | 4 | 2 | 2 | 26.5% Needs Improvement | RE6300 | CONFIGURATION | Informed customer that range extenders cannot function as access points; advised to use a router or mesh system instead. |
| #LTS00135964INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 39.4% Needs Improvement | WHW03 | CONNECTIVITY | Recommend replacement of all nodes with a newer Wi-Fi 6/7 mesh system due to out-of-warranty status and lack of firmware updates. |
| #GI00136016INBOUND | 2026-07-06 | — | 2.8 | 1 | 1 | 3 | — | EA6900 | CONNECTIVITY | Recommend buying a Linksys Wi‑Fi 6/7 mesh system; remove the existing EA6100. |
| #LTS00136018INBOUND↩ cb | 2026-07-06 | — | 2.2 | 3 | 2 | 3 | 68.5% Needs Improvement | MR8300 | CONNECTIVITY | Power-cycle modem and router; agent to follow up via callback. |
| #LTS00136018INBOUND↩ cb | 2026-07-06 | — | 4.8 | 5 | 4 | 4 | 91.9% Meets / Exceeds | MR8300 | CONNECTIVITY | Internet restored; issue resolved. |
| #LTS00128652INBOUND | 2026-07-06 | — | 2.8 | 1 | 1 | 3 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Customer completed app setup; no further action taken. |
| #EOS00136042INBOUND | 2026-07-06 | — | 2.9 | 5 | 2 | 2 | 16.7% Needs Improvement | WRT54G | ACCESS | Advised that the WRT54G is out of support and suggested upgrading to a newer router. No self-help steps provided. |
| #LTS00136053INBOUND | 2026-07-06 | — | 1.8 | 1 | 2 | 2 | 15.9% Needs Improvement | MX8500 | CONNECTIVITY | Customer to verify modem internet with ISP and call back; case reference LTS00136053 provided. |
| #LTS00136069INBOUND | 2026-07-06 | — | 3.6 | 5 | 2 | 2 | 89.1% Meets / Exceeds | WHW03 | SETUP | All nodes restored to solid green; Wi-Fi is operational. |
| #EOS00136181INBOUND | 2026-07-07 | — | 3 | 4 | 2 | 4 | 39.6% Needs Improvement | CONNECTIVITY | Customer to locate and verify the Wi‑Fi password on the computer and update it on the router if necessary. | |
| #GI00136192INBOUND | 2026-07-07 | — | 2 | 2 | 2 | 2 | 58.3% Needs Improvement | WHW03 | CONNECTIVITY | Agent advised monitoring Wi-Fi performance for 24 hours and to call back if the issue persists; no concrete fix was applied. |
| #LTS00030876INBOUND | 2026-07-07 | — | 3.9 | 5 | 4 | 2 | 49.7% Needs Improvement | MX6200 | CONFIGURATION | Customer can now see and connect to the 5 GHz network; advised to use the appropriate SSID for 5 GHz devices. |
| #LTS00136257INBOUND | 2026-07-07 | — | 2.7 | 4 | 2 | 3 | 40.2% Needs Improvement | MR2000 | SETUP | Customer must activate Spectrum service; agent provided case number for follow-up. |
| #LTS00136266INBOUND | 2026-07-07 | — | 4.3 | 5 | 4 | 4 | 91.7% Meets / Exceeds | MX4200 | ACCESS | Router admin password reset completed; customer now has dashboard access. |
| #LTS00136271INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 2 | 55.5% Needs Improvement | MR6350 | SETUP | Router admin access restored and Wi-Fi password changed; internet connectivity confirmed. |
| #EOS00136421INBOUND | 2026-07-08 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7300 | SETUP | Agent incorrectly advised that the router is unsupported and incompatible with modern modems, and suggested purchasing a new router. No troubleshooting or self-help resources provided. |
| #LTS00136423INBOUND | 2026-07-08 | — | 2.6 | 2 | 2 | 2 | 21.4% Needs Improvement | MX2000 | SETUP | Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved. |
| #EOS00136547INBOUND | 2026-07-09 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | HARDWARE | Agent advised customer to upgrade to a newer router due to 'end-of-support' status and sent an email with upgrade information. | |
| #EOS00136552INBOUND | 2026-07-09 | — | 2.8 | 4 | 3 | 3 | 0.0% Needs Improvement | VLP01 | SETUP | Advised that the device is out of support and suggested purchasing a newer Linksys system. |
| #LTS00136580INBOUND | 2026-07-09 | — | 1.8 | 1 | 2 | 3 | 47.1% Needs Improvement | MX5500 | SETUP | No resolution; customer assumed issue was fixed due to blue light, but no functional verification performed. |
| #LTS00136586INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | 62.6% Needs Improvement | MR9000 | SETUP | Router re-configured; customer briefly tested internet access via YouTube but original issues (Wi-Fi broadcasting, admin access) not fully re-validated. |
| #EOS00136607INBOUND | 2026-07-09 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | E7350 | SETUP | Agent incorrectly stated device is out of support and troubleshooting won't work; suggested hardware upgrade with no actionable steps or self-help resources. |
| #GI00122619 | 2026-07-10 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | HARDWARE | No resolution; agent provided irrelevant advice and did not confirm eligibility for exchange or support. |
Feedback
✓ Feedback submitted — thank you!