Coaching Summary
Declining technical accuracy and protocol adherence with recurring hardware fault handling issues
Inconsistent model/serial collection and warranty verification before hardware actions
Key calls: #TE00133469, #TE00133474
Risk Flags
Escalated but unresolved
Escalated MX4200 connectivity issue without follow-up documentation
ExampleCall 67b30d90-6990-11f1-9879-42010a660053 escalated correctly but lacked documentation of firmware mismatch resolution
Correct behavior: Document technical resolution details in HappyFox after escalation resolution
Impact: Risk of repeated escalations for same issue
Related: #TE00133469
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.11 | 9 |
| Technical Accuracy | 2.56 | 9 |
| Protocol | 1.56 | 9 |
| Communication | 2.22 | 9 |
V2 Rubric (Shadow Grading)
V2 overall: 30.96% across 8 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.13 |
| Technical Accuracy | 1.45 |
| Communication | 2.66 |
| Customer Ownership | 2.41 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.65 |
- Unresolved: 6
- Partial Resolution: 1
- Successful Resolution: 1
Score Diagnostics
Based on 9 calls reviewed this week.
Technical Findings
improvement
Provided incorrect router admin URL ([REDACTED_PHONE]) violating KB accuracy standards
call a677d048-68cc-11f1-82ea-42010a660053
improvement
Failed to collect product model or serial number for hardware fault handling
#TE00133474 · call e8a0c476-69a2-11f1-be9c-42010a660053
Call Handling Findings
- Hardware Fault HandlingAlways collect model, serial number, and verify warranty status before any replacement discussion.
Calibration Notes
- High overall score (2.8) but technical_resolution_status marked fixed_confirmed despite initial not_fixed status - needs verification
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your persistence in resolving the MX4200 mesh issue on #TE00133469 was excellent - let's discuss how we can replicate that thoroughness in hardware cases
2
I've noticed some hardware cases where we jumped to replacement before collecting model/serial numbers - can we review the warranty verification process?
3
The MX4200 case required specific firmware troubleshooting that wasn't documented - how can we improve our post-escalation documentation?
4
Let's compare our approach to the MX6200 replacement case versus the MX4200 resolution to identify best practices
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| a677d048-68cc-11f1-82ea-42010a660053OUTBOUND | 2026-06-15 | — | 1.4 | 2 | 1 | 2 | 24.2% Needs Improvement | SETUP | Scheduled callback for Tuesday 10 AM EST; no troubleshooting performed. | |
| #TE00133469OUTBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 3 | 97.6% Meets / Exceeds | MX4200 | CONNECTIVITY | Firmware mismatch resolved; all nodes are now online and functioning. |
| #TE00133474OUTBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | LN1200 | HARDWARE | Customer to upload receipt; support will review and contact customer regarding warranty/RMA eligibility. |
| #TE00118873INBOUND | 2026-06-16 | — | 2.8 | 3 | 1 | 2 | 39.4% Needs Improvement | MX4200 | SETUP | Agent promised to email generic setup instructions; no concrete troubleshooting steps provided. |
| c82c41c0-69ca-11f1-9038-42010a623f91INBOUND | 2026-06-16 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | CONNECTIVITY | No resolution; call ended without troubleshooting or next-step guidance. | |
| fd55131c-69cb-11f1-829e-42010a660053OUTBOUND | 2026-06-16 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | Agent incorrectly declared resolution despite node showing blinking red (disconnected). No valid closure path provided. | |
| 547a9796-6b59-11f1-8bd0-42010a660053OUTBOUND | 2026-06-18 | — | 2.8 | 3 | 2 | 2 | 48.0% Needs Improvement | CONNECTIVITY | Customer advised to revert SSID names before replugging the node and email diagnostics. No confirmed fix provided. | |
| 47bd9706-6c08-11f1-a61e-42010a62006fINBOUND | 2026-06-19 | — | 2.8 | 5 | 4 | 4 | — | GENERAL INQUIRY | Callback from Level 2 technician scheduled within 5 minutes. | |
| 360fe20a-6c14-11f1-a15c-42010a660053OUTBOUND | 2026-06-19 | — | 2.8 | 4 | 1 | 3 | 38.5% Needs Improvement | MX6200 | HARDWARE | Customer to send requested photos; await email with return instructions and RMA details; ship defective unit; refund processed after verification. |