Coaching Summary
Performance is stable but needs improvement in technical accuracy and protocol adherence.
Frequent protocol gaps in model/serial collection and technical inaccuracies in guidance.
Key calls: #LTS00135933, #LTS00136499, #LTS00135749
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 5 calls this week, indicating frequent technical inaccuracies.
ExampleIn #LTS00135749, the agent provided no troubleshooting or guidance for a router login password issue, resulting in accuracy score of 1.
Correct behavior: Follow structured troubleshooting: verify model, collect serial, check WAN, and use model-specific KB steps.
Impact: Customer left unsupported, potential security exposure from incorrect password advice.
Related: #LTS00135749, #LTS00136499, #LTS00135939
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.57 | 15 |
| Technical Accuracy | 3.0 | 15 |
| Protocol | 2.07 | 15 |
| Communication | 2.4 | 15 |
V2 Rubric (Shadow Grading)
V2 overall: 53.65% across 15 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.38 |
| Technical Accuracy | 3.0 |
| Communication | 2.75 |
| Customer Ownership | 3.37 |
| Escalation Judgment | 1.4 |
| Customer Experience | 2.45 |
- Partial Resolution: 8
- Unresolved: 4
- Ownership Gap: 2
- Successful Resolution: 1
Score Diagnostics
Based on 15 calls reviewed this week.
Technical Findings
improvement
Provided incorrect information that post-reset router should broadcast 'Velop setup' SSID for WHW03 models, contradicting KB guidance.
#LTS00135933 · call 4a941c48-7932-11f1-b77a-42010a62006f
improvement
Repeatedly misnamed company as 'Lynxis' and provided false information that Linksys Smart Wi-Fi cloud access is discontinued.
#LTS00136499 · call c85c4588-7b8a-11f1-844c-42010a62006f
improvement
Failed to verify WAN status or internet connectivity before instructing customer to reset nodes, leading to unnecessary loops.
#LTS00136501 · call 4cce78be-7b8f-11f1-aead-42010a62006f
Call Handling Findings
- Model/Serial collectionCapture model and serial number within the first 2 minutes of the call, verify accuracy, and confirm warranty status.
- Technical accuracyReference KB articles for model-specific defaults and verify URL accessibility before instructing customers.
Calibration Notes
- Agent received an auto-zero for avoidance; review to confirm grading aligns with complete lack of engagement.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to guide customers through LED interpretation and firmware checks was evident in #LTS00135933—let's discuss how we can consistently apply that level of technical precision.
2
In several calls this week, model and serial numbers were captured late or not at all. How can we embed this into our opening script?
3
You provided accurate 5-press reset guidance in #LTS00135983. Let's review when this method is appropriate versus when it may cause confusion.
4
Some customers received incorrect information about Linksys cloud services and default passwords. What steps can we take to verify KB accuracy before sharing details?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135933INBOUND | 2026-07-06 | — | 3.6 | 4 | 2 | 3 | 92.2% Meets / Exceeds | WHW03 | CONNECTIVITY | Internet connectivity restored. Advised customer to repeat power-cycle and cable check if issue recurs. |
| #LTS00135939INBOUND↩ cb | 2026-07-06 | — | 2.1 | 2 | 3 | 2 | 52.1% Needs Improvement | WHW01 | CONNECTIVITY | Customer instructed to try connecting to default SSID; no connectivity achieved. No further action scheduled. |
| #LTS00135749INBOUND | 2026-07-06 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | No resolution; agent did not provide any next steps. |
| #LTS00135939OUTBOUND↩ cb | 2026-07-06 | — | 2.8 | 1 | 2 | 3 | 75.5% Developing | WHW01 | CONNECTIVITY | Issue not resolved; ticket created for follow-up. Recommend Level-2 escalation or replacement. Customer has ordered new router. |
| #LTS00135975INBOUND | 2026-07-06 | — | 2.6 | 4 | 2 | 2 | 44.5% Needs Improvement | WRE6102 | SETUP | Informed customer that firmware is not available due to end-of-support status. Offered to send user guide but no further action taken. |
| #LTS00135983INBOUND | 2026-07-06 | — | 3.2 | 5 | 2 | 2 | 79.4% Developing | MX6200 | CONNECTIVITY | Node paired successfully and is currently stable; monitor for 24 h and relocate if issue returns. |
| #LTS00136135INBOUND | 2026-07-07 | — | 2.4 | 3 | 2 | 3 | 41.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent advised a wired speed test and cable check; no further configuration steps were provided. |
| #LTS00136150INBOUND | 2026-07-07 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | MR7350 | HARDWARE | Advised customer to purchase a new router as the current unit appears defective and is out of warranty. |
| #EOS00136154INBOUND | 2026-07-07 | — | 2.8 | 3 | 2 | 2 | 32.9% Needs Improvement | E900 | SETUP | Emailed reconfiguration guide; advised power-cycle/reset and suggested upgrading the router. |
| #LTS00136155INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 3 | 38.9% Needs Improvement | WHW03 | CONNECTIVITY | Nodes now show solid green; internet works on upstairs device. Customer to relocate downstairs node and verify connectivity. |
| #LTS00136350INBOUND | 2026-07-08 | — | 2.8 | 3 | 2 | 3 | 72.6% Developing | MX6200 | CONNECTIVITY | Advised to leave the node near the parent for about an hour to allow a stable link, then relocate it. |
| #LTS00136499INBOUND | 2026-07-09 | — | 1.8 | 1 | 2 | 3 | 56.4% Needs Improvement | SPNMX42TS | CONNECTIVITY | Customer was instructed to add the node via the app after password reset; agent did not verify success. Follow-up needed to confirm internet connectivity and complete node pairing. |
| #LTS00136501INBOUND | 2026-07-09 | — | 2.8 | 3 | 4 | 3 | 73.4% Developing | MX6200 | CONNECTIVITY | Contact ISP technician to fix modem; call back to Linksys after ISP resolves the issue. Ticket LTS00136501 logged. |
| #LTS00136508INBOUND | 2026-07-09 | — | 3.3 | 5 | 2 | 3 | 75.1% Developing | MX4200 | CONNECTIVITY | Node returned to solid blue after relocation; customer advised to monitor and call back if issue recurs. |
| #LTS00136655INBOUND | 2026-07-10 | — | 1 | 1 | 1 | 1 | 70.8% Developing | MX6200 | SETUP | not_fixed |
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