Coaching Summary
Performance declining with recurring technical inaccuracies and protocol omissions
Tends to skip foundational diagnostics (modem test, model verification) leading to misdiagnosis
Key calls: #TE00134762, #TE00134957
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 4 of 7 calls this week
ExampleIn #TE00134762, agent provided incorrect default password guidance (accuracy 1) leading to unresolved issue
Correct behavior: Follow recovery key process per KB instead of claiming default password
Impact: Continued login failures and unnecessary escalation
Related: #TE00134762, #TE00134957
Repeat Issue Across Calls
CONNECTIVITY issues with MBE7000 appearing in 3+ unresolved calls
ExampleIn #TE00134957, agent skipped modem diagnostics leading to invalid DNS changes
Correct behavior: Follow universal_isp_modem_diagnostics.md step-by-step
Impact: Extended downtime and customer frustration
Related: #TE00134957
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.32 | 8 |
| Technical Accuracy | 2.5 | 8 |
| Protocol | 1.62 | 8 |
| Communication | 1.88 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 42.7% across 5 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.38 |
| Technical Accuracy | 2.56 |
| Communication | 1.5 |
| Customer Ownership | 2.7 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.36 |
- Unresolved: 3
- Successful Resolution: 2
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Incorrectly stated default router admin password is 'admin' and failed to guide through five-digit recovery key process in #TE00134762
#TE00134762 · call 61d58da4-70ab-11f1-89c8-42010a660053
improvement
Provided invalid static DNS values (1.1.1.1 for all fields) and changed LAN IP subnet without justification in #TE00134957
#TE00134957 · call 51908c3a-718e-11f1-ba36-42010a660053
strength
Verified wired connection to modem works and guided customer to log into router via myrouter.info - correct first steps for MBE7000 connectivity
#TE00134957 · call 51908c3a-718e-11f1-ba36-42010a660053
strength
Used correct KB-backed procedure (CA → Add Wired Child Node) for mesh node addition with clear step-by-step instructions
call 748e0ea8-6e85-11f1-a290-42010a660053
improvement
Failed to verify WAN connection status or ISP-specific settings despite red solid LED behavior matching KB Path C in universal_isp_modem_diagnostics.md
#TE00134957 · call 05635c4e-718d-11f1-9c1a-42010a660053
Call Handling Findings
- Password Recovery ProtocolAlways verify model first, then guide through recovery key entry per universal_admin_ui_blank_screen_workaround.md
- Modem Diagnostics OmissionAlways perform direct modem test and verify WAN status per universal_isp_modem_diagnostics.md before router changes
Calibration Notes
- High overall score (4.1) with resolved issue but contains technical inaccuracies in reset guidance
- Escalated correctly but protocol and communication scores were zero - needs human review of handoff quality
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your clear mesh node addition guidance in #TE00134762 showed excellent technical ownership - let's replicate that precision in other areas.
2
When customers mention password issues, what steps do you currently take to verify the router model before suggesting recovery options?
3
How do you currently verify WAN connectivity when a router shows solid white LED but reports 'no internet'?
4
What process do you use to ensure modem diagnostics are completed before making router configuration changes?
5
Can we review the universal_escalation_guide.md protocol together to strengthen model/serial documentation on all calls?
6
How might we prevent invalid network configuration changes like the recent LAN IP subnet adjustment?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 748e0ea8-6e85-11f1-a290-42010a660053OUTBOUND | 2026-06-22 | — | 4.1 | 5 | 3 | 3 | 91.9% Meets / Exceeds | CONNECTIVITY | Child nodes successfully added; mesh network operational. | |
| #LTS00088747 | 2026-06-23 | — | 2.8 | 3 | 3 | 1 | — | MX6200 | CONNECTIVITY | Child node LED returned to solid blue; customer advised it should now work in original location. No further action required. |
| 9875ea9e-700f-11f1-9d87-42010a660053OUTBOUND | 2026-06-24 | — | 2.8 | 2 | 2 | 3 | 88.5% Meets / Exceeds | MX4200 | ACCESS | Separate 2.4 GHz SSID created and network appears operational; customer indicated issue resolved. |
| #TE00134762OUTBOUND | 2026-06-25 | — | 1.8 | 1 | 1 | 2 | 20.0% Needs Improvement | EA8300 | CONNECTIVITY | Callback scheduled at 7 pm CST; no fix applied. |
| 2fcf3eda-70b1-11f1-90a4-42010a660053OUTBOUND | 2026-06-25 | — | 2.8 | 3 | 1 | 1 | 13.1% Needs Improvement | HARDWARE | No technical fix achieved; agent incorrectly stated product line discontinued and offered no RMA or escalation path. Customer declined further support and abandoned device. | |
| #TE00134957OUTBOUND↩ cb | 2026-06-26 | — | 1.6 | 3 | 1 | 1 | — | MBE7000 | CONNECTIVITY | Customer to perform direct-modem test; no confirmation received. No further steps provided. |
| #TE00134957OUTBOUND↩ cb | 2026-06-26 | — | 1.6 | 2 | 1 | 2 | — | MBE7000 | CONNECTIVITY | No resolution; call ended without confirmation or next steps. |
| #TE00134957OUTBOUND↩ cb | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MBE7000 | CONNECTIVITY | No resolution achieved. Customer expressed intent to contact another support source after 90+ minutes of ineffective troubleshooting. |