Coaching Summary
Performance shows declining accuracy and protocol adherence this week
Frequent protocol violations and technical inaccuracies in mesh node troubleshooting
Key calls: #LTS00133447, #LTS00133598, #LTS00133630
Risk Flags
Critical Dimension Below Threshold
Accuracy score < 2.5 in 12 calls this week
ExampleOn #LTS00133447, accuracy score 1 due to incorrect paid-support pitch before triage
Correct behavior: Follow KB: Provide safe basic triage before paid support offers
Impact: Customer left without resolution, potential data loss from unnecessary reset
Related: #LTS00133447, #LTS00133481
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.32 | 31 |
| Technical Accuracy | 2.39 | 31 |
| Protocol | 1.61 | 31 |
| Communication | 2.13 | 31 |
V2 Rubric (Shadow Grading)
V2 overall: 43.33% across 29 v2-scored calls this week7 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.4 |
| Technical Accuracy | 2.3 |
| Communication | 2.01 |
| Customer Ownership | 3.3 |
| Escalation Judgment | 3.8 |
| Customer Experience | 1.68 |
- Unresolved: 13
- Successful Resolution: 10
- Partial Resolution: 3
- Appropriate Escalation: 2
- Ownership Gap: 1
Score Diagnostics
Based on 31 calls reviewed this week.
Technical Findings
improvement
Misrepresented 5-press method as reset rather than pairing trigger for WHW03 (KB: 5-press places parent in pairing mode). Caused failed pairing attempts on #LTS00133598.
call f8624090-68dc-11f1-bd7e-42010a623f91
improvement
Provided incorrect LED status guidance: claimed solid purple/pink indicates setup mode (WHW03 uses solid blue per KB). Led to repeated pairing failures on #LTS00133630.
#LTS00133630 · call 723ad8a8-69a7-11f1-b497-42010a62006f
Call Handling Findings
- Protocol & Data CollectionAlways collect model, serial number, and warranty status before discussing support options or troubleshooting.
- Technical Accuracy & GuidanceFollow KB documentation precisely for LED meanings and reset procedures; clarify 5-press method initiates pairing mode.
Calibration Notes
- Call transcript entirely missing - requires QA review of recording system
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your mesh troubleshooting on calls like #LTS00133447 showed strong ownership but we need to reinforce protocol steps - can we walk through the model/serial collection process together?
2
I noticed some LED guidance discrepancies in your WHW03 calls - let's review the KB definitions for solid blue vs purple states to ensure accuracy.
3
The paid-support gating before basic triage on #LTS00133447 increased customer effort - how can we balance business needs with first-contact resolution?
4
Your escalation handling on #TE00133677 was appropriate, but let's discuss verifying hardware details before escalation to prevent repeat issues.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 3a428f78-68d4-11f1-b585-42010a62006fINBOUND | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 86.1% Meets / Exceeds | CONNECTIVITY | Extenders were reset and paired; customer confirmed they are back online | |
| 07499eb6-68d6-11f1-bd9c-42010a62006fINBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | Unable to determine - further investigation required. | |
| 8f84309c-68d7-11f1-9cfb-42010a623f91INBOUND | 2026-06-15 | — | 2.2 | 3 | 2 | 3 | 81.9% Developing | CONNECTIVITY | Node showed solid white LEDs and app reported online status during call, but call ended before confirming stable connectivity after relocation. Customer advised to monitor node and call back if issues recur. | |
| f8624090-68dc-11f1-bd7e-42010a623f91INBOUND | 2026-06-15 | — | 2.1 | 2 | 2 | 3 | 62.5% Needs Improvement | WHW03 | HARDWARE | Agent offered to email step-by-step instructions; no confirmed resolution or escalation path established. |
| #LTS00133443INBOUND | 2026-06-15 | — | 2.8 | 4 | 1 | 3 | 65.1% Needs Improvement | WHW01 | CONNECTIVITY | Agent will send email with step-by-step instructions for re-pairing the child node. Customer may call back if steps fail. |
| #LTS00133447INBOUND | 2026-06-15 | — | 2.8 | 2 | 1 | 2 | 12.4% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer to test internet by wiring directly to modem; if still offline, contact ISP. Agent will email detailed steps. No router reboot or reset performed. |
| #LTS00133481INBOUND | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 15.8% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email generic pairing instructions; $15 paid-support option offered. |
| #LTS00133501INBOUND | 2026-06-15 | — | 1.8 | 1 | 1 | 2 | 85.2% Meets / Exceeds | MX6200 | CONNECTIVITY | Internet access restored; recommend checking for Wi-Fi driver updates if issue recurs. |
| #LTS00133598INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 42.3% Needs Improvement | LN11011202 | SETUP | Router reset and reconfigured with new Wi-Fi credentials; laptop now connects. |
| #LTS00133630INBOUND | 2026-06-16 | — | 2.8 | 4 | 2 | 2 | 56.2% Needs Improvement | MR8300 | CONNECTIVITY | No confirmed fix; advised to monitor connection and consider further WAN troubleshooting or hardware replacement |
| 83e34626-69b1-11f1-a268-42010a62006fINBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | MX4200 | SETUP | Customer will purchase a new router and call back for setup assistance. |
| 1d48e752-69b3-11f1-98c7-42010a623f91INBOUND | 2026-06-16 | — | 2.8 | 5 | 2 | 2 | 36.0% Needs Improvement | WHW03 | CONNECTIVITY | Customer observed wired status but speed remained low; no further action taken during call |
| 505d1ec8-69be-11f1-8b9b-42010a623f91INBOUND | 2026-06-16 | — | 2.9 | 3 | 2 | 2 | 75.7% Developing | SETUP | Internet restored after power-cycle; advised repeating the process if the issue recurs | |
| #LTS00133660INBOUND | 2026-06-16 | — | 2.8 | 3 | 2 | 3 | 0.0% Needs Improvement | EA8300 | ACCESS | Offered to email generic setup instructions or provide paid-support for $15; no technical fix provided. |
| #TE00133677INBOUND | 2026-06-16 | — | 2.3 | 3 | 2 | 2 | 43.5% Needs Improvement | E7350 | CONNECTIVITY | Agent will email the customer setup instructions; no immediate fix was applied. |
| #LTS00133589OUTBOUND | 2026-06-16 | — | 2.7 | 3 | 2 | 3 | 78.6% Developing | MX2000 | CONNECTIVITY | Customer reported internet working on laptop and TV before call ended. Agent advised relocating node and told customer internet was working. No formal verification performed. Follow-up call recommended if issues return. |
| #LTS00133903INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Agent promised to email generic reset/reconfiguration instructions; no fix confirmed or attempted. |
| #LTS00133960INBOUND | 2026-06-18 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | All nodes are now online and internet works; no further action required. |
| #LTS00112920INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | 57.8% Needs Improvement | MX2000 | CONNECTIVITY | Connect the desktop directly to the main router, run a speed test, and call back if the issue remains. |
| 52d92320-6b50-11f1-94c5-42010a623f91INBOUND | 2026-06-18 | — | 2.9 | 2 | 2 | 3 | 94.1% Meets / Exceeds | MX2000 | CONNECTIVITY | Node paired successfully; customer can repeat the same steps for the remaining nodes. App limitation acknowledged. |
| #TE00133962INBOUND | 2026-06-18 | — | 1.7 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Issue not resolved; escalated to Level 2 for further analysis. |
| #LTS00133990INBOUND | 2026-06-18 | — | 2.8 | 5 | 2 | 2 | 65.0% Needs Improvement | RE7000 | CONNECTIVITY | Email with detailed setup instructions sent; customer will retry setup after router replacement |
| 86af0a20-6b69-11f1-8eb4-42010a62006fINBOUND | 2026-06-18 | — | 1.8 | 1 | 1 | 2 | 54.4% Needs Improvement | MX6200 | HARDWARE | Escalated to senior technician for further analysis; no callback timeline or warranty confirmation provided. |
| #LTS00134052INBOUND | 2026-06-19 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | SPNMX56TB | NO TROUBLESHOOTING NEEDED | No resolution or valid next step provided. Issue remains unresolved. |
| #LTS00134061INBOUND | 2026-06-19 | — | 4 | 5 | 3 | 4 | 91.7% Meets / Exceeds | LN1600 | ACCESS | Wi-Fi SSID/password updated successfully; warranty status confirmed and recorded. |
| #LTS00134080INBOUND | 2026-06-19 | — | 2.8 | 1 | 2 | 2 | 60.9% Needs Improvement | MR7500 | ACCESS | Customer believes the secondary node is now configured and will broadcast the same SSID; no further verification performed. Configuration is incorrect per KB. |
| #LTS00134094INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 2 | — | MR7350 | ACCESS | Agent will email the customer step-by-step instructions for accessing the router via a local web browser. |
| 848b1088-6c0c-11f1-93f4-42010a623f91INBOUND | 2026-06-19 | — | 1.8 | 3 | 1 | 1 | 44.9% Needs Improvement | ACCESS | Escalated the case and scheduled a callback for further assistance. | |
| e53a2876-6c0f-11f1-8ae0-42010a62006fINBOUND | 2026-06-19 | — | 1.7 | 1 | 2 | 2 | 0.0% Needs Improvement | ACCESS | Supervisor callback scheduled; paid support offered. | |
| #LTS00134114INBOUND | 2026-06-19 | — | 1.8 | 4 | 2 | 1 | — | WHW03 | CONNECTIVITY | Agent promised to send an email with further instructions after the call. No verification of fix was performed. |
| #LTS00134139INBOUND | 2026-06-19 | — | 3.5 | 4 | 3 | 3 | 46.6% Needs Improvement | E5400 | CONFIGURATION | Agent will email the customer detailed instructions for local router access (e.g., http://192.168.1.1 or http://myrouter.local) so they can change the Wi-Fi name themselves. |