Coaching Summary
Needs improvement with low resolution rates and technical inaccuracies
Frequent skips in troubleshooting steps and provision of incorrect guidance
Key calls: #LTS00123987, #GI00108508
Risk Flags
Critical dimension below threshold
Scored accuracy=1 and protocol=1 on WHW03 call due to incorrect guidance and skipped diagnostics
ExampleProvided invalid router IP and bypassed velop_wifi_connectivity.md steps 1-2
Correct behavior: Follow KB steps exactly for mesh troubleshooting; never provide unverified credentials
Impact: Customer wasted time on invalid steps and remains unresolved
Related: #LTS00123987
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.9 | 2 |
| Technical Accuracy | 3.0 | 2 |
| Protocol | 2.5 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 56.88% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.56 |
| Technical Accuracy | 2.5 |
| Communication | 2.5 |
| Customer Ownership | 5.0 |
| Escalation Judgment | 5.0 |
| Customer Experience | 2.5 |
- Partial Resolution: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Provided wrong local router IP address ([REDACTED_PHONE]) — contradicts KB guidance for MBE7000 access.
#LTS00123987 · call 63904de8-6e29-11f1-ae78-42010a623f91
improvement
Skipped critical LED status verification despite customer reporting red node — violates velop_wifi_connectivity.md Step 1.
#LTS00123987 · call 63904de8-6e29-11f1-ae78-42010a623f91
improvement
Failed to perform modem isolation test — violates velop_wifi_connectivity.md Step 2.
#LTS00123987 · call 63904de8-6e29-11f1-ae78-42010a623f91
improvement
Changed DNS settings without diagnosing need — unsupported advice per universal_speed_5ghz_diagnostics.md.
#LTS00123987 · call 63904de8-6e29-11f1-ae78-42010a623f91
Call Handling Findings
- Incorrect guidanceVerify router access details against current KB before providing any credentials.
- Skipped diagnosticsFollow all steps in velop_wifi_connectivity.md regardless of initial impressions.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00123987high
Agent documented resolution while grader marked issue unresolved — high severity misrepresentation.
Grader says: not_fixed
Agent documented: No more concerns
Suggested Coaching Conversation
1
Your identification of the MBE7000 model and collection of firmware details in #LTS00123987 showed strong product knowledge — let's build on that strength.
2
When you provided the router IP address in #LTS00123987, what KB source did you reference? How can we ensure future credential guidance matches current documentation?
3
The velop_wifi_connectivity.md steps 1-2 were bypassed in #LTS00123987 — what blocks you from following these critical checks on mesh cases?
4
How can we modify your call opening to guarantee LED status verification when customers report connectivity 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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00123987INBOUND | 2026-06-22 | — | 1 | 1 | 1 | 1 | 56.9% Needs Improvement | WHW03 | SETUP | Monitor network for 24 hours; call back with ticket 001342111 if issue persists; consider swapping parent/child nodes. |
| #GI00108508 | 2026-06-25 | — | 2.8 | 5 | 4 | 4 | — | LAPAC1300C | CONFIGURATION | Details forwarded to concerned department; customer advised to await confirmation within 24-48 hours. |