Coaching Summary
Performance needs improvement with low resolution quality and missed KB procedures
Failed to execute basic mesh node troubleshooting protocol for WHW03 devices
Key calls: #LTS00100987
Risk Flags
Critical dimension below threshold
Accuracy score of 2.0 (below 2.5 threshold) on the only call this week
ExampleAgent provided no KB-correct reset procedure or pairing methods for WHW03 nodes on #LTS00100987
Correct behavior: Follow velop_child_node_setup.md for model-specific reset and pairing instructions
Impact: Customer unable to resolve issue without correct guidance
Related: #LTS00100987
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.3 | 1 |
| Technical Accuracy | 2.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 0.0% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Did not provide KB-correct reset procedure for WHW03 child nodes (hold reset ~15 seconds until solid purple; KB: velop_child_node_setup.md)
#LTS00100987 · call 36a0fec8-695f-11f1-8eb5-42010a623f91
improvement
Failed to verify parent node status or WAN connectivity before adding child nodes (KB: velop_router_setup.md)
#LTS00100987 · call 36a0fec8-695f-11f1-8eb5-42010a623f91
Call Handling Findings
- KB-correct reset procedureAlways reference KB articles for model-specific reset procedures and verify completion with the customer.
- Parent node verificationAlways check parent node status and WAN connectivity first, per velop_router_setup.md.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You acknowledged the customer's mesh node issue today—let's discuss how we can ensure we always provide KB-correct reset steps for Velop devices.
2
On #LTS00100987, we skipped verifying the parent node's status. What checks can we add to our opening troubleshooting sequence?
3
When line quality degrades, what options besides ending the call should we offer the customer?
4
Let's review the velop_child_node_setup.md KB article together to build a consistent troubleshooting flow for 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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00100987INBOUND | 2026-06-16 | — | 1.3 | 2 | 1 | 1 | 0.0% Needs Improvement | MX5500 | SETUP | No resolution or next step provided. Call ended with static and no actionable guidance. |