Coaching Summary
Declining performance with unresolved hardware case due to product misidentification and incomplete troubleshooting
Agent skips basic hardware verification and makes assumptions about product brand/warranty status
Key calls: #LTS00107720
Risk Flags
Critical dimension below threshold
Scored accuracy 2.0 (<2.5 threshold) due to product misidentification and incomplete troubleshooting
ExampleMisidentified TP-Link device as Linksys and skipped basic hardware checks before concluding failure
Correct behavior: Verify product model and complete basic hardware troubleshooting before concluding hardware issues
Impact: Risk of incorrect diagnosis leading to unnecessary replacement claims
Related: #LTS00107720
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.6 | 1 |
| Technical Accuracy | 2.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Misidentified customer's router as a TP-Link device, leading to invalid troubleshooting assumptions and incorrect brand-specific guidance.
#LTS00107720 · call f0f62b4a-6865-11f1-99de-42010a663f85
improvement
Assumed warranty status without verification, incorrectly stating warranty period as three years without confirming model-specific terms or purchase date.
#LTS00107720 · call f0f62b4a-6865-11f1-99de-42010a663f85
Call Handling Findings
- Product identificationAlways verify and document the exact product model using the customer's device labels or packaging before proceeding with any troubleshooting.
- Hardware troubleshootingAlways execute basic hardware checks (power cycle, outlet test, cable connections) and document results before considering hardware replacement.
Calibration Notes
- Call has null duration_seconds but contains multi-minute transcript excerpts; requires verification of timing data collection
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your factory reset guidance in #LTS00107720 was spot-on — that clear step-by-step instruction really helps customers recover functionality.
2
In that same call, you mentioned the device was a TP-Link model. How can we ensure we always verify the exact Linksys model before discussing troubleshooting steps?
3
When customers report no power lights, what specific hardware checks do you perform before concluding a hardware failure?
4
How do you currently verify warranty details with customers, and what model-specific information do you confirm?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00107720 | 2026-06-15 | — | 1.6 | 2 | 1 | 1 | — | EA8500 | HARDWARE | Informed customer the router likely has a hardware failure and is out of warranty; suggested replacement. Promised WeChat follow-up within 48 hours with no confirmation from customer. |