Coaching Summary
Performance declined this week with a critical technical error leading to an unresolved case.
Provided incorrect device-specific instructions and omitted basic diagnostic tests.
Risk Flags
Critical Accuracy Failure
Accuracy score of 1.0 due to incorrect technical guidance and unresolved issue.
ExampleInstructed 5-press reset on LN1100 which uses Pair button method.
Correct behavior: Reference model-specific KB articles for reset procedures.
Impact: Customer left without internet, considering router replacement.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.4 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 27.95% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.94 |
| Technical Accuracy | 0.94 |
| Communication | 2.5 |
| Customer Ownership | 2.5 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.79 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Incorrect 5-press reset instruction for LN1100 mesh node – this model uses the Pair button method, not 5-press (per adjacent_device_setup_scenarios.md).
call 6110f184-70b4-11f1-8c7b-42010a623f91
improvement
Failed to perform basic WAN isolation test (e.g., connect a laptop directly to the wall Ethernet port to verify upstream connectivity).
call 6110f184-70b4-11f1-8c7b-42010a623f91
improvement
Did not confirm or document warranty status despite having serial number and no mention of paid support eligibility.
call 6110f184-70b4-11f1-8c7b-42010a623f91
improvement
Provided vague and repetitive instructions without validating outcomes at each step.
call 6110f184-70b4-11f1-8c7b-42010a623f91
Call Handling Findings
- Incorrect Reset ProcedureVerify model-specific reset procedures before instructing customers; for LN1100, use Pair button method.
- Missing Connectivity TestAlways perform WAN isolation test: connect laptop directly to wall port to verify internet access.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you collected the model and serial number early in the call—great start for efficient troubleshooting.
2
Let's discuss the LN1100 reset procedure: how can we ensure we reference the correct model-specific steps next time?
3
What process will you use to verify WAN connectivity before concluding a device issue?
4
How can we document warranty status more consistently, even when it seems obvious?
5
Can we work on delivering clearer, step-by-step guidance without repetition?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 6110f184-70b4-11f1-8c7b-42010a623f91INBOUND | 2026-06-25 | — | 1.4 | 1 | 2 | 2 | 27.9% Needs Improvement | LN1100 | SETUP | Advise customer to contact ISP to verify wall-patch connectivity or consider replacing the router. |