Coaching Summary
Performance shows significant room for improvement with low average scores and unresolved issues
Inconsistent troubleshooting execution and frequent protocol deviations
Key calls: #LTS00133703, #LTS00133856
Risk Flags
Critical Dimension Below Threshold
Multiple calls with accuracy scores below 2.5 indicating severe technical guidance failures
ExampleCall 5a7ee5de-6910-11f1-82b4-42010a660053 had accuracy score of 1.0 due to incorrect remote-access steps on unsupported OS
Correct behavior: Follow KB guidelines for supported OSes and avoid unsupported remote-access attempts
Impact: Customer unable to resolve issue and potentially exposed to security risks
Related: #LTS00133703
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.16 | 12 |
| Technical Accuracy | 2.67 | 12 |
| Protocol | 1.5 | 12 |
| Communication | 2.17 | 12 |
V2 Rubric (Shadow Grading)
V2 overall: 34.84% across 11 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.7 |
| Technical Accuracy | 2.02 |
| Communication | 2.16 |
| Customer Ownership | 2.39 |
| Escalation Judgment | 1.25 |
| Customer Experience | 1.75 |
- Unresolved: 5
- Ownership Gap: 3
- Successful Resolution: 2
- Partial Resolution: 1
Score Diagnostics
Based on 12 calls reviewed this week.
Technical Findings
improvement
Provided incorrect router access URL for MX6200 (used myrouter.info instead of myrouter.local/[REDACTED_PHONE])
#LTS00133994 · call e2d0235a-6b66-11f1-94c5-42010a62006f
improvement
Suggested pair-button method for MX6200, which requires 5-press method
#LTS00133994 · call e2d0235a-6b66-11f1-94c5-42010a62006f
Call Handling Findings
- Technical TroubleshootingSystematically follow KB-documented troubleshooting sequences (modem test, reboot, firmware update) before recommending hardware replacement.
Calibration Notes
- Very short call with extremely low scores across all dimensions requiring QA review
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your commitment to verifying customer details is evident and greatly enhances our service quality. Let's discuss how we can strengthen our technical troubleshooting approach to improve resolution rates.
2
I've noticed several instances where standard troubleshooting sequences weren't fully followed. Could we review the KB flow for connectivity issues together?
3
How do you feel about adopting a more structured approach to firmware verification during initial diagnostics?
4
Let's explore ways to better document and communicate next steps to avoid customer confusion during complex 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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 5a7ee5de-6910-11f1-82b4-42010a660053OUTBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 23.7% Needs Improvement | LN1600 | CONNECTIVITY | Issue not resolved; advised customer to monitor connection after changes and to provide invoice for further warranty review. No clear next step or escalation was set. |
| #LTS00133703INBOUND | 2026-06-17 | — | 2.8 | 3 | 2 | 3 | 35.9% Needs Improvement | WRT1900AC | CONNECTIVITY | Advised customer to replace the router with a newer system. |
| #LTS00133856INBOUND | 2026-06-18 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | EA9500 | NO TROUBLESHOOTING NEEDED | No functional resolution. Customer advised to access web UI but could not log in. No factory reset steps, paid-support path, or escalation offered. |
| #LTS00133984INBOUND | 2026-06-18 | — | 2.2 | 2 | 2 | 2 | 0.0% Needs Improvement | EA3500 | SETUP | Informed customer device is out of warranty; no further support path offered. |
| #LTS00133986INBOUND | 2026-06-18 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to purchase a new router as the current device is out of warranty and end-of-life, without offering any troubleshooting or self-help guidance. |
| #LTS00133994INBOUND↩ cb | 2026-06-18 | — | 1.4 | 1 | 1 | 2 | 81.9% Developing | MX6200 | CONNECTIVITY | Customer reported internet working after resets and re-pairing; agent did not verify resolution or provide follow-up steps. |
| #LTS00133994OUTBOUND↩ cb | 2026-06-18 | — | 1.7 | 3 | 1 | 2 | — | MX6200 | CONNECTIVITY | Customer to monitor the node; no further action taken by agent. |
| #TE00133962OUTBOUND | 2026-06-19 | — | 2.8 | 1 | 1 | 2 | 41.1% Needs Improvement | WHW03 | CONNECTIVITY | No definitive fix; agent advised the customer to continue troubleshooting on their own and offered further assistance if needed. |
| #TE00133877OUTBOUND | 2026-06-19 | — | 1.8 | 4 | 1 | 3 | 78.7% Developing | MX2000 | CONFIGURATION | ISP is replacing the two MX2000 routers; customer to test after replacement and contact support if issue persists. |
| #LTS00134150INBOUND | 2026-06-19 | — | 2.8 | 4 | 2 | 2 | 63.9% Needs Improvement | EA7450 | CONNECTIVITY | Agent to email EA7450 user guide; customer to reboot and retry reservation. |
| #LTS00134161INBOUND | 2026-06-20 | — | 2.6 | 4 | 2 | 2 | 31.7% Needs Improvement | MX8500 | SETUP | Agent offered one-time support due to lack of receipt; no functional setup achieved; no self-help resources provided. |
| #TE00110086INBOUND | 2026-06-20 | — | 2.6 | 4 | 1 | 3 | 26.4% Needs Improvement | MX4200 | CONNECTIVITY | Escalated to higher department; supervisor will be notified; callback offered; awaiting response. |