Vincent — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 2 calls reviewed. Score range: 1.4 to 2.4.

Where Time Goes

Models Supported

Key Pattern: The MR2000 call consumed the most time (38m 47s) and had the lowest scores across all metrics (1.4 overall). This slow handle time correlates directly with poor accuracy (1.0) and unresolved issues, indicating technical instruction errors significantly impacted efficiency.

Problem Categories

CONNECTIVITY: This category shows the strongest time-score mismatch. The single call took 38m 47s but scored just 1.4 overall due to repeated technical errors (incorrect reset instructions, unsupported pairing methods). Focus here means fixing foundational troubleshooting habits.

ACCESS: While taking longer (46m 19s), this call scored higher (2.4 overall) despite unresolved status. The agent demonstrated better communication (3.0) but still missed critical verification steps.

What Went Well

Patient and professional communication

Vincent maintained composure and clarity even when customers were confused or repetitive. In one complex case, he calmly walked a customer through multiple steps despite frequent interruptions and unclear descriptions.

"Five, four, eight. Thank you so much. Let me quickly double check. Am I speaking with Sherry Newton-Williams? All right. What seems to be the current problem?"

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This approach helped keep the customer engaged and reduced frustration during troubleshooting.

Willingness to attempt troubleshooting

Vincent showed initiative in guiding customers through technical steps, even when facing ambiguous issues. He identified the correct model number (MR2000) in a connectivity case despite initial customer confusion, demonstrating attention to detail when listening to customer descriptions.

Growth Opportunities

Deliver accurate technical instructions

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

What good looks like:

• Verify device model first, then reference KB-specific reset durations and methods
• Cross-check instructions against device-specific guides before guiding customers
• When in doubt, say "Let me confirm the correct steps for your specific model"

"How about the wires? You can grab the Ah, it's red. Huh. Okay. Okay. Take it up...."

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Collect and verify essential data before troubleshooting

Critical information like serial numbers, warranty status, and exact LED behaviors were often missing. This led to incomplete troubleshooting and unresolved cases.

What good looks like:

• Systematically ask for serial number, warranty status, and LED state at the start of complex issues
• Document findings in the ticket before proceeding with steps
• Confirm resolution by re-checking the reported symptom after troubleshooting

"Did not ask for or record the router's serial number or warranty status."

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Next Week's Focus

• Start every complex call with a quick data checklist: "To help me guide you best, could you share your router's serial number, warranty status, and current LED state?"
• Pause and verify before instructing: After explaining a step, ask "Did that match what you saw on your screen/device?"
• For reset instructions, always confirm device model first: "I need to make sure I give you the right steps for your specific model. Is this an MR2000, SPNM, or another device?"
• End calls with explicit resolution confirmation: "Just to make sure we're all set, is your Wi-Fi now working on all devices as expected?"

Technical Accuracy

Improvement

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Improvement

Provided incorrect 5-press reset instructions for a SPNM-family router, which is not a supported method for this product line. Did not collect or confirm product model number, serial number, or warranty status.

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Coaching Moments

Strength

Remained calm and professional throughout the call despite customer confusion and repeated questions. Provided clear explanations of account vs. Wi-Fi password differences, which reduced customer confusion.

"Successfully guided the customer to change the Wi-Fi password via the app interface at [34:00], which likely resolved the core issue."

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Improvement

Gave contradictory guidance by telling the customer not to change the Wi-Fi password despite the customer's explicit request to do so, then failed to confirm the change succeeded before closing.

"Agent repeatedly told the customer 'don't change anything' [08:00–09:00], conflicting with the customer's explicit request to change the Wi-Fi password."

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This Week's Calls