Coaching Summary
Improving technical accuracy but needs stronger protocol adherence
Tends to skip foundational troubleshooting before escalation
Key calls: #LTS00133507, #LTS00133509
Risk Flags
Critical Dimension Below Threshold
Accuracy <2.5 in 7 calls this week
ExampleCall bfdac17e-690a-11f1-a535-42010a62006f: accuracy 1, protocol 1
Correct behavior: Follow KB troubleshooting steps systematically
Impact: Incorrect resolutions and repeat calls
Related: #LTS00133507
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.98 | 37 |
| Technical Accuracy | 2.11 | 37 |
| Protocol | 1.35 | 37 |
| Communication | 1.92 | 37 |
V2 Rubric (Shadow Grading)
V2 overall: 38.74% across 33 v2-scored calls this week9 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.65 |
| Technical Accuracy | 2.41 |
| Communication | 2.46 |
| Customer Ownership | 2.64 |
| Escalation Judgment | 3.12 |
| Customer Experience | 1.49 |
- Unresolved: 19
- Partial Resolution: 8
- Ownership Gap: 3
- Successful Resolution: 3
Score Diagnostics
Based on 37 calls reviewed this week.
Technical Findings
improvement
Provided incorrect LED guidance for MX4200 nodes (green vs blue) in call bfdac17e-690a-11f1-a535-42010a62006f.
call bfdac17e-690a-11f1-a535-42010a62006f
Call Handling Findings
- Technical TroubleshootingAlways verify modem lights and perform basic isolation before escalation.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You handled warranty verification well in #LTS00133507—let's discuss how to maintain that while improving troubleshooting depth.
2
In calls like #LTS00133509, what barriers did you face when performing basic isolation steps?
3
How can we ensure modem/router testing is always completed before paid support offers?
4
Let's role-play a connectivity case to practice systematic diagnostics.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133507INBOUND | 2026-06-15 | — | 2.8 | 4 | 1 | 2 | 61.2% Needs Improvement | EA7200 | CONNECTIVITY | Customer to connect PlayStation directly to modem to verify internet connectivity; if unsuccessful, contact ISP. |
| #LTS00133509INBOUND | 2026-06-15 | — | 2.3 | 3 | 2 | 2 | 50.1% Needs Improvement | WHW01 | HARDWARE | Offered paid troubleshooting session ($15) and paid replacement ($200). |
| bfdac17e-690a-11f1-a535-42010a62006fINBOUND | 2026-06-15 | — | 1.9 | 2 | 1 | 2 | 77.6% Developing | MX4200 | CONNECTIVITY | Advised a full factory reset of the parent node and a fresh mesh setup; pending customer follow-up to verify stability |
| ad263dc4-6914-11f1-a7f0-42010a660053OUTBOUND | 2026-06-15 | — | 2.8 | 1 | 1 | 2 | 67.7% Needs Improvement | CONNECTIVITY | Issue appeared to resolve after customer signed out/in to app; if nodes disappear again, perform full mesh rebuild and contact support with model/serial numbers. | |
| #LTS00133530INBOUND | 2026-06-16 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | MX2000 | SETUP | Agent promised to email setup guide to vonShell23@gmail.com (email address not definitively confirmed). No configuration performed; issue unresolved. |
| #LTS00133534INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 2 | 32.5% Needs Improvement | EA6100 | CONNECTIVITY | No fix applied; customer declined further action. |
| f2aa7e22-69ce-11f1-b5e5-42010a623f91INBOUND | 2026-06-16 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | VELOP6E | SETUP | No valid resolution or next step provided. Customer left without working setup or clear path forward. |
| #LTS00133678INBOUND | 2026-06-16 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to test the wall port with another device; incorrectly stated the router is obsolete and unsupported. |
| #LTS00133679INBOUND | 2026-06-16 | — | 2.8 | 2 | 2 | 3 | 21.6% Needs Improvement | MX4200 | CONNECTIVITY | Agent will email a reset guide; customer instructed to try power-cycle and reset the child node on their own. |
| #LTS00133681INBOUND | 2026-06-16 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA7300 | ACCESS | Agent promised to send a KB article to the customer's email and provided a ticket number (11312483) for follow-up. |
| #LTS00133684INBOUND | 2026-06-16 | — | 2.8 | 3 | 2 | 3 | 47.4% Needs Improvement | E5400 | CONNECTIVITY | Email article with Wi-Fi channel change instructions promised; ticket #133684 created for follow-up. |
| #LTS00133686INBOUND | 2026-06-16 | — | 2.8 | 2 | 1 | 2 | 74.4% Developing | MR9000 | CONNECTIVITY | Router performance verified as normal; issue likely with Fire Stick. Customer advised to contact Fire Stick manufacturer. |
| #LTS00133692INBOUND | 2026-06-16 | — | 2.8 | 1 | 2 | 2 | 89.3% Meets / Exceeds | MX6200 | SETUP | Node appears connected; advised placement. Customer to verify internet connectivity and consider 5-press pairing if issues persist. |
| 61717d7c-69e0-11f1-b021-42010a623f91INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 92.2% Meets / Exceeds | SETUP | Customer to have Cox revert the gateway to normal mode, then follow Linksys bridge-mode instructions (article to be emailed). | |
| #LTS00133696INBOUND | 2026-06-17 | — | 1.6 | 1 | 1 | 2 | 49.3% Needs Improvement | MX4200 | CONNECTIVITY | Customer will call back when ready. No self-help resources provided. |
| 3ae1231a-69e5-11f1-a267-42010a623f91INBOUND | 2026-06-17 | — | 1.8 | 3 | 1 | 3 | — | GENERAL INQUIRY | None – call ended without agent interaction or next steps. | |
| 578d3db6-69e8-11f1-9f2c-42010a623f91INBOUND | 2026-06-17 | — | 1.8 | 5 | 1 | 1 | — | GENERAL INQUIRY | not_applicable | |
| #GI00133837INBOUND | 2026-06-17 | — | 1.8 | 5 | 1 | 3 | 0.0% Needs Improvement | MBE7000 | GENERAL INQUIRY | Agent confirmed product unavailability, suggested alternative models/brands, and promised to forward feedback to management. No escalation or actionable resolution provided. |
| #LTS00133840INBOUND | 2026-06-17 | — | 1 | 1 | 1 | 1 | 68.8% Needs Improvement | MR2000 | CONNECTIVITY | Router configured and TV connected; issue resolved. |
| #LTS00133848INBOUND | 2026-06-17 | — | 2.8 | 2 | 1 | 3 | 37.4% Needs Improvement | EA6300 | CONNECTIVITY | Recommend replacement with Wi-Fi 6 router (MR-2000) |
| 7b35c7fa-6aa7-11f1-b60d-42010a623f91INBOUND | 2026-06-17 | — | 2.8 | 2 | 1 | 2 | 36.2% Needs Improvement | CONNECTIVITY | No resolution; customer declined paid support and email guide. No self-help path provided. | |
| #LTS00133852INBOUND | 2026-06-18 | — | 1.8 | 2 | 1 | 1 | 52.1% Needs Improvement | WHW03 | CONNECTIVITY | Agent will email a guide on resetting and re-configuring the child node; customer to perform reset and test connectivity |
| #LTS00133854INBOUND | 2026-06-18 | — | 1.8 | 1 | 2 | 2 | 8.3% Needs Improvement | MX4200 | CONNECTIVITY | Schedule and complete the $15 paid-support session to reset and reconfigure the mesh nodes for AT&T fiber using IP Passthrough (DMZplus) per KB. |
| #LTS00133980INBOUND | 2026-06-18 | — | 3 | 4 | 3 | 2 | 41.6% Needs Improvement | RE6300 | SETUP | Agent will email a KB article on extender setup; paid-support session offered if customer wishes to proceed. |
| #LTS00004840INBOUND | 2026-06-18 | — | 2.6 | 2 | 2 | 2 | 72.4% Developing | MX5500 | CONNECTIVITY | Node added successfully; advised customer to verify speed with ISP. However, evidence suggests router-level bottleneck (low wired speeds on master node ports). Escalation to Linksys support required. |
| #LTS00133907INBOUND↩ cb | 2026-06-18 | — | 1.4 | 2 | 1 | 2 | — | MR7350 | CONNECTIVITY | not_applicable |
| #LTS00133992INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Offered $15 paid support; customer declined; no further action or self-help provided. |
| #LTS00133907INBOUND↩ cb | 2026-06-18 | — | 1 | 1 | 1 | 1 | 33.0% Needs Improvement | MR7350 | CONNECTIVITY | Payment collected but no troubleshooting performed; issue unresolved; no valid next step established. |
| #LTS00133996INBOUND | 2026-06-18 | — | 2.8 | 3 | 1 | 2 | 0.0% Needs Improvement | MR7350 | CONNECTIVITY | Advised customer to contact Samsung for TV-side troubleshooting; offered paid support for router-side diagnostics if needed. |
| #LTS00133907OUTBOUND↩ cb | 2026-06-18 | — | 1.8 | 5 | 1 | 2 | — | MR7350 | CONNECTIVITY | No resolution; call ended abruptly with no follow-up plan or self-help resources provided. |
| #LTS00134000INBOUND | 2026-06-19 | — | 1 | 1 | 1 | 1 | 40.1% Needs Improvement | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00134001INBOUND | 2026-06-19 | — | 1.8 | 1 | 2 | 2 | 35.4% Needs Improvement | EA7500 | CONNECTIVITY | Customer instructed to perform factory reset and contact Spectrum if issue persists; no clear verification steps or support path provided. |
| #LTS00134003INBOUND | 2026-06-19 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Factory reset; if still no internet, bypass router and contact ISP (incorrect guidance). |
| #LTS00134005INBOUND | 2026-06-19 | — | 2.8 | 2 | 1 | 2 | 82.1% Developing | MR9600 | CONNECTIVITY | Router configured and Wi-Fi confirmed working; paid support session completed. |
| #LTS00134007INBOUND | 2026-06-19 | — | 1.3 | 1 | 1 | 2 | 57.1% Needs Improvement | E5400 | ACCESS | Agent promised to email a KB article on accessing router settings, but no technical guidance or troubleshooting was provided. |
| #LTS00134010INBOUND | 2026-06-19 | — | 1.8 | 3 | 1 | 1 | 50.5% Needs Improvement | WHW03 | CONNECTIVITY | Agent promised to email setup instructions within 5–10 minutes. No troubleshooting was completed during the call, and resolution was not confirmed. |
| #LTS00134013INBOUND | 2026-06-19 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | EA7430 | ACCESS | Advised customer to contact Windows support to check the 'network security key' and transferred the call. |