Coaching Summary
Performance is declining due to increased technical inaccuracies and incomplete troubleshooting.
Agent frequently provides incorrect product-specific guidance and skips basic diagnostic steps.
Key calls: #LTS00133407, #LTS00134053, #LTS00133563
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 2 calls this week, indicating frequent technical misguidance.
ExampleCall #LTS00133407 (39ce1c6e-68cb-11f1-b5e5-42010a623f91) had accuracy 1.0 due to incorrect recovery key guidance.
Correct behavior: Always reference KB for model-specific procedures before providing guidance.
Impact: Customers may become frustrated, experience failed fixes, and require repeat support.
Related: #LTS00133407, #LTS00133407
Escalated but unresolved
Calls ended with 'callback_or_followup_set' or 'closed_with_self_help' but lacked documented next steps or resolution confirmation.
ExampleCall #LTS00133407 (39ce1c6e-68cb-11f1-b5e5-42010a623f91) ended with scheduled callback but no clear resolution timeline.
Correct behavior: Confirm resolution or document clear next steps before closing unresolved calls.
Impact: Customers may be left without direction, leading to repeat calls.
Related: #LTS00133407, #LTS00133572, #LTS00133889
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.65 | 8 |
| Technical Accuracy | 3.25 | 8 |
| Protocol | 2.12 | 8 |
| Communication | 2.5 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 64.14% across 8 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 3.28 |
| Technical Accuracy | 2.73 |
| Communication | 3.44 |
| Customer Ownership | 3.85 |
| Escalation Judgment | — |
| Customer Experience | 2.99 |
- Successful Resolution: 4
- Partial Resolution: 2
- Unresolved: 2
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Provided incorrect guidance that WHW03 uses a physical 'recovery key' for password reset; the correct method is factory reset via hold button.
#LTS00133407 · call 39ce1c6e-68cb-11f1-b5e5-42010a623f91
improvement
Stated default admin password is 'a-b-m-i-n' without KB verification; correct default is per router label or recovery key.
#LTS00133407 · call 1f36bd74-68d6-11f1-a915-42010a62006f
improvement
Mischaracterized the 5-press method as a factory reset; it is a pairing method only for WHW03 and MX series.
#LTS00133563 · call a4db1ade-6970-11f1-9f57-42010a623f91
improvement
Skipped basic troubleshooting (modem reboot, WAN check) and recommended hardware purchase before diagnosing intermittent disconnects.
#LTS00134053 · call 30d03ac6-6bef-11f1-93d0-42010a62006f
Call Handling Findings
- Technical inaccuracyVerify product-specific KB articles before providing guidance; use correct recovery methods per model.
- Incomplete troubleshootingFollow full L1 troubleshooting flow: reboot, check WAN status, verify firmware, test interference before escalation or upsell.
Calibration Notes
- Very short call (duration 4823 seconds) scored overall 1.4; high resolution score but low accuracy and protocol suggest possible grading inconsistency.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You showed great empathy and patience in call #LTS00133563, especially when Gabriella expressed concern about her housemates. Well done!
2
In call #LTS00133407, the guidance about the recovery key was incorrect for WHW03. How can we ensure we verify product-specific procedures before providing guidance?
3
You ended several calls without confirming resolution or documenting clear next steps. What process can we follow to ensure customers leave with clear expectations?
4
In call #LTS00134053, basic troubleshooting was skipped before recommending a new router. Let's review the L1 troubleshooting flow together to avoid this in future calls.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00133407INBOUND↩ cb | 2026-06-15 | — | 1.8 | 1 | 2 | 2 | 38.2% Needs Improvement | WHW03 | CONFIGURATION | Agent scheduled a callback after the customer performed a power-cycle; no definitive fix was confirmed. |
| #LTS00133407INBOUND↩ cb | 2026-06-15 | — | 1.4 | 1 | 1 | 2 | 65.4% Needs Improvement | WHW03 | CONFIGURATION | Customer instructed to test Ring device connectivity on the 2.4 GHz band. |
| #LTS00133553INBOUND | 2026-06-16 | — | 3.2 | 4 | 2 | 2 | 86.5% Meets / Exceeds | SPNMX55GC | ACCESS | Wi‑Fi radios disabled; issue resolved. |
| #LTS00133563INBOUND | 2026-06-16 | — | 3.7 | 3 | 4 | 3 | 95.8% Meets / Exceeds | WHW03 | CONNECTIVITY | Node added successfully; issue resolved |
| #LTS00133572INBOUND | 2026-06-16 | — | 2.2 | 5 | 2 | 3 | 89.3% Meets / Exceeds | MX4200 | HARDWARE | Node briefly stabilized but issue recurred. Customer's request for return/exchange ignored. No valid next step provided for hardware fault. |
| #LTS00123669INBOUND | 2026-06-16 | — | 3.3 | 5 | 2 | 3 | 88.6% Meets / Exceeds | MBE7000 | CONFIGURATION | Customer will test the band-separation configuration and, if needed, re-attempt static IP entry with correct ISP values |
| #LTS00133889INBOUND | 2026-06-18 | — | 2.8 | 4 | 2 | 3 | 49.3% Needs Improvement | MX4200 | SETUP | Agent will email a guide with detailed steps for resetting nodes and setting up the new router; customer to follow the guide. |
| #LTS00134053INBOUND | 2026-06-19 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | MR20EC | CONNECTIVITY | Agent suggested buying a new Wi-Fi 7 router (LN1400) and offered paid support; no technical fix applied. |