Coaching Summary
No summary available.
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.32 | 30 |
| Technical Accuracy | 2.23 | 30 |
| Protocol | 1.83 | 30 |
| Communication | 2.2 | 30 |
V2 Rubric (Shadow Grading)
V2 overall: 52.8% across 29 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.76 |
| Technical Accuracy | 2.85 |
| Communication | 3.06 |
| Customer Ownership | 3.44 |
| Escalation Judgment | 4.29 |
| Customer Experience | 2.54 |
- Partial Resolution: 11
- Successful Resolution: 8
- Unresolved: 8
- Ownership Gap: 2
Score Diagnostics
Based on 30 calls reviewed this week.
Technical Findings
No technical findings extracted.
Call Handling Findings
- Incorrect technical instructionsAlways verify model-specific KB steps, use exact reset times, and provide correct URLs (myrouter.local or [REDACTED_PHONE] for MX series).
- Incomplete troubleshooting verificationAfter each troubleshooting step, confirm the change with the customer (e.g., LED status, connectivity) and document the result before proceeding.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
No coaching conversation guide available.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133411INBOUND | 2026-06-15 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | SPNMX57CF | CONFIGURATION | No valid resolution provided. Customer requires correct guidance on enabling the 2.4 GHz band based on router model. |
| 2c0e3186-68d0-11f1-89da-42010a623f91INBOUND | 2026-06-15 | — | 3 | 4 | 2 | 3 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Most nodes online; advised moving garage node or using wired backhaul for persistent connectivity issues |
| #LTS00133435INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 69.4% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email the customer detailed recovery reset steps and instructions for a wired connection to the child nodes. |
| #LTS00132441INBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E5350 | CONNECTIVITY | Offered $15 paid support; customer declined; no technical fix or self-help guidance provided. |
| #LTS00133477INBOUND | 2026-06-15 | — | 2.8 | 4 | 2 | 2 | 77.1% Developing | EA7200 | CONNECTIVITY | Customer to reset TV network settings and contact Vizio/AT&T for extender re-configuration; no confirmed resolution. |
| ba42c2d4-6996-11f1-84dc-42010a62006fINBOUND | 2026-06-16 | — | 1.8 | 1 | 2 | 3 | 53.9% Needs Improvement | MX6200 | CONNECTIVITY | Callback scheduled; no fix confirmed. |
| e9d772da-6999-11f1-8c15-42010a660053OUTBOUND | 2026-06-16 | — | 2.8 | 1 | 1 | 2 | 43.8% Needs Improvement | ACCESS | No resolution; customer ended call without attempting further steps | |
| #LTS00133614INBOUND | 2026-06-16 | — | 4.4 | 5 | 4 | 4 | 100.0% Meets / Exceeds | VLP01 | CONNECTIVITY | Node paired successfully; advise keeping node within good signal range and monitoring LED status. |
| #LTS00133629INBOUND | 2026-06-16 | — | 1.6 | 1 | 2 | 1 | 11.8% Needs Improvement | LN1600 | SETUP | Call ended without resolution; customer advised to use web interface menu to 'setup a new product' with no further guidance. |
| #LTS00133642INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Email with manual setup steps sent; customer to follow and test connectivity. |
| #LTS00133662INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 2 | 93.5% Meets / Exceeds | VLP01 | SETUP | Node reset and app setup completed; Wi-Fi network now visible and functional. Email with detailed steps sent for reference. |
| e538f9c6-69c9-11f1-b2c3-42010a62006fINBOUND | 2026-06-16 | — | 2.6 | 4 | 2 | 2 | 27.4% Needs Improvement | MX2000 | SETUP | Agent instructed customer to test node by connecting directly to parent node; outcome not verified. No escalation or follow-up scheduled. |
| 36494174-69cd-11f1-b31c-42010a660053OUTBOUND | 2026-06-16 | — | 1.6 | 1 | 1 | 2 | 67.7% Needs Improvement | CONNECTIVITY | Agent scheduled callback; no confirmed fix at call end. | |
| bd170606-69d1-11f1-82ea-42010a660053OUTBOUND | 2026-06-16 | — | 1.4 | 1 | 2 | 2 | 65.7% Needs Improvement | MX5300 | CONNECTIVITY | Obtain a new Ethernet cable, reconnect the node via wired backhaul, and call back for further assistance if the node remains unstable. |
| #LTS00133761INBOUND | 2026-06-17 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA9500 | ACCESS | Agent advised a full factory reset of the router and re-setup. |
| #LTS00133781INBOUND↩ cb | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 55.0% Needs Improvement | MR5500 | CONFIGURATION | Router rebooted with default LINKSYS SSID and is functional. Customer can change SSID/separate bands via local admin page if desired. |
| #LTS00133792INBOUND | 2026-06-17 | — | 2.8 | 4 | 1 | 2 | 70.1% Developing | RE6400 | SETUP | Provided setup instructions and promised email with step-by-step guidance. No verification performed. |
| #LTS00133781INBOUND↩ cb | 2026-06-17 | — | 2.8 | 1 | 2 | 2 | 76.2% Developing | MR5500 | CONFIGURATION | Bands separated and visible; issue resolved. |
| #LTS00133801INBOUND | 2026-06-17 | — | 3.8 | 5 | 3 | 3 | 76.9% Developing | EA7200 | SETUP | Send step-by-step email with reset and web-setup instructions; customer to perform reset and verify connectivity. |
| 7755afba-6a84-11f1-a980-42010a62006fINBOUND | 2026-06-17 | — | 2.8 | 2 | 2 | 2 | 87.7% Meets / Exceeds | WHW03 | CONNECTIVITY | Wi-Fi returned after power-cycle, but underlying topology incompatibility remains. Recommend replacing EA9500 with Velop-compatible parent or reconfiguring network. |
| #LTS00133819INBOUND | 2026-06-17 | — | 3.2 | 5 | 2 | 2 | 31.2% Needs Improvement | WHW03 | ACCESS | Access router settings via web browser at http://192.168.1.1 or http://myrouter.local to manage the mesh system. |
| 16d0abf4-6ac0-11f1-8ede-42010a62006fINBOUND | 2026-06-18 | — | 1.4 | 2 | 1 | 2 | 0.0% Needs Improvement | CONNECTIVITY | Customer instructed to contact Spectrum; no resolution achieved or valid self-help path provided. | |
| #LTS00133914INBOUND | 2026-06-18 | — | 2.8 | 1 | 2 | 3 | 89.1% Meets / Exceeds | SPNM60CF | CONNECTIVITY | All nodes are now solid white; internet connectivity confirmed. Customer advised to monitor for 24-48 hours. |
| #LTS00122264INBOUND | 2026-06-18 | — | 2.1 | 3 | 2 | 3 | — | E2500 | ACCESS | None – agent provided vague suggestions and did not set a concrete next step. |
| 0c13ae94-6bf3-11f1-b23f-42010a623f91INBOUND | 2026-06-19 | — | 2.8 | 2 | 2 | 3 | 100.0% Meets / Exceeds | MX6200 | ACCESS | Admin password reset completed, router accessible, Wi-Fi bands renamed; advised that a 6 GHz-compatible device is needed to see that band. |
| #LTS00134088INBOUND↩ cb | 2026-06-19 | — | 1.8 | 1 | 2 | 2 | 84.8% Developing | EA7300 | SETUP | No definitive fix; recommend a full WAN diagnostics (modem power-cycle, verify Starlink WAN settings) or escalation to Tier-2 support. |
| b381b442-6c10-11f1-80a5-42010a62006fINBOUND | 2026-06-19 | — | 1.5 | 1 | 2 | 3 | 15.9% Needs Improvement | MX6200 | SETUP | Customer advised to contact label-maker manufacturer; no router-side troubleshooting performed. Issue remains unresolved. |
| #LTS00134088OUTBOUND↩ cb | 2026-06-19 | — | 2.8 | 2 | 2 | 2 | 86.2% Meets / Exceeds | EA7300 | SETUP | Printer successfully connected to the Linksys Wi‑Fi network and printed a test page. |
| #LTS00134134INBOUND | 2026-06-19 | — | 3.4 | 4 | 3 | 3 | 83.5% Developing | MR9000 | CONNECTIVITY | Modem power-cycle restored WAN connectivity; router now online. Customer to contact ISP if modem replacement needed. |
| #LTS00099869INBOUND | 2026-06-20 | — | 2.2 | 4 | 2 | 2 | 64.5% Needs Improvement | E1200 | CONNECTIVITY | Perform factory reset and reconfigure the extender; no further support path or follow-up provided. |