Coaching Summary
Performance shows inconsistency with recurring technical accuracy and diagnostic gaps despite strong ownership in some cases
Tends to skip foundational troubleshooting steps and provide incorrect technical guidance, particularly around LED interpretations and model-specific procedures
Key calls: #LTS00134218, #LTS00134240, #LTS00112431
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 8 calls this week
ExampleIn #LTS00134218, agent scored accuracy 1.0 by misinterpreting MX2000 LED states and providing incorrect pairing instructions
Correct behavior: Follow KB documentation for LED meanings and pairing procedures; verify understanding before proceeding
Impact: Customer left with unresolved mesh setup and potential safety risks
Related: #LTS00134218, #LTS00134240, #LTS00112431
Escalated but unresolved
Cases escalated correctly but lacking documentation and follow-up
ExampleIn #LTS00134421, call was escalated correctly but no HappyFox case created and no documentation of troubleshooting
Correct behavior: Document all troubleshooting steps and create HappyFox case before escalation
Impact: Delayed resolution and potential repeat contacts
Related: #LTS00134421
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.19 | 24 |
| Technical Accuracy | 2.42 | 24 |
| Protocol | 1.75 | 24 |
| Communication | 2.25 | 24 |
V2 Rubric (Shadow Grading)
V2 overall: 39.48% across 23 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.73 |
| Technical Accuracy | 2.38 |
| Communication | 1.85 |
| Customer Ownership | 3.08 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.85 |
- Unresolved: 13
- Partial Resolution: 7
- Successful Resolution: 2
- Appropriate Escalation: 1
Score Diagnostics
Based on 24 calls reviewed this week.
Technical Findings
improvement
Materially incorrect LED interpretation for MX2000 (solid blue = ready for setup, not connected) leading to unresolved node issue in #LTS00134218
#LTS00134218 · call 12d0ad04-6e32-11f1-ab65-42010a62006f
improvement
Skipped WAN/ethernet diagnostics before declaring hardware fault on legacy WRT120N in #LTS00134240, violating standard protocol
#LTS00134240 · call edce7864-6e41-11f1-82c4-42010a623f91
improvement
Incorrectly described 5-press reset as 'press release press release' for MX2000 in #LTS00112431, contradicting documented procedure
#LTS00112431 · call 0f5560da-6e6d-11f1-af23-42010a623f91
improvement
Failed to verify child node pairing status after 5-press reset in #LTS00112431, leaving customer without confirmation
#LTS00112431 · call 0f5560da-6e6d-11f1-af23-42010a623f91
improvement
Assumed out-of-warranty status without verification and pushed paid support in #LTS00134465, increasing customer friction
#LTS00134282 · call a3239604-6f19-11f1-8a70-42010a623f91
Call Handling Findings
- Technical accuracy gapsVerify LED meanings and pairing steps against KB before advising customers
- Incomplete troubleshootingFollow full diagnostic checklist: reboot, WAN test, LED verification before concluding hardware failure
Calibration Notes
- High overall score (3.7) but technical resolution status is not_fixed - needs human review to verify if resolution was truly achieved
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00134218high
Agent documented a resolved outcome while grader noted no resolution achieved due to incorrect guidance
Grader says: None. Customer misled into believing nodes were working.
Agent documented: TICKET NUMBER:[REDACTED] Customer Information: Name: Stephanie white Turner Email: [REDACTED] Phone number: +19176238991 Country: USA Issue: Adding child node Wanted to add more nodes Have MX6200 and MX2000 cx mentioned that the MX2000 child already have a blue led on the top Inform cx that the blue LED on MX2000 is online confirm on the app- MX2000 added Other concern: None End of call
Suggested Coaching Conversation
1
Your professional tone and commitment to self-help options were clear strengths this week - particularly in #LTS00134313 where you patiently guided the customer through setup.
2
I've noticed several instances where LED meanings were misinterpreted - could we review MX2000 and WHW01 LED documentation together?
3
In #LTS00134240, we skipped basic WAN diagnostics before concluding hardware failure. How can we ensure we follow full diagnostic flows next time?
4
Your ability to collect customer information is strong, but let's discuss verifying warranty status before offering support paths, as seen in #LTS00134465.
5
The 5-press reset procedure came up multiple times with inconsistencies - can we clarify the exact steps and model compatibility?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134218INBOUND | 2026-06-22 | — | 1.5 | 1 | 2 | 3 | — | MX6200 | SETUP | None. Customer misled into believing nodes were working. |
| #LTS00134240INBOUND | 2026-06-22 | — | 2.8 | 3 | 2 | 3 | 69.4% Needs Improvement | WRT120N | HARDWARE | Advised that the router is likely dead and recommended purchasing a new Wi-Fi 6/7 router. |
| #LTS00134282INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | CONFIGURATION | Agent will email a guest-network troubleshooting guide; customer may request paid support if needed. |
| #LTS00134313INBOUND | 2026-06-22 | — | 2.9 | 5 | 2 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | Sent a setup guide to the customer's email address. |
| #LTS00112431INBOUND↩ cb | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | 51.5% Needs Improvement | SPNMX55GC | SETUP | No resolution achieved; call ended without a valid next-step plan. Customer was left without functional mesh setup. |
| #LTS00134421INBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | not_fixed |
| #LTS00134425INBOUND | 2026-06-23 | — | 2.2 | 3 | 3 | 2 | 91.1% Meets / Exceeds | LN1600 | NO TROUBLESHOOTING NEEDED | Customer remains in incorrect bridge mode setup. Should reset to default DHCP mode, remove child nodes from router, and reconnect them wirelessly to parent node to form a proper mesh. Wired backhaul is not supported on this model. |
| #LTS00134448INBOUND | 2026-06-23 | — | 3.3 | 4 | 3 | 2 | 69.7% Needs Improvement | RE6300 | SETUP | Extender configured; internet working. Customer advised to observe signal and adjust placement if needed. |
| #LTS00134465INBOUND | 2026-06-23 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA3500 | CONNECTIVITY | Agent incorrectly stated the router is end-of-life and advised customer to purchase a new unit without troubleshooting or support options. |
| #LTS00134500INBOUND | 2026-06-23 | — | 1.3 | 1 | 1 | 2 | 16.5% Needs Improvement | EA7450 | CONNECTIVITY | Advised customer to purchase a new Wi-Fi 6 router, claiming the EA7450 is legacy and unsupported. |
| #LTS00134503INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 2 | 35.4% Needs Improvement | E5400 | ACCESS | Agent will email a guide that explains how to reset the router and set a new Wi-Fi name and password. |
| #LTS00134586INBOUND | 2026-06-24 | — | 1.3 | 1 | 1 | 2 | 14.9% Needs Improvement | SPNMX56TB | CONNECTIVITY | Agent suggested hard reset but did not complete procedure or verify outcome. Call ended with unrelated support numbers provided. |
| #LTS00134634INBOUND | 2026-06-24 | — | 3.7 | 4 | 4 | 3 | 42.9% Needs Improvement | WHW01 | CONNECTIVITY | Sent free step-by-step setup guide via email for customer to self-troubleshoot setup. |
| #LTS00134639INBOUND | 2026-06-24 | — | 3.3 | 5 | 3 | 2 | 79.9% Developing | SPNM60TB | ACCESS | Customer can change Wi-Fi name and password via router UI; brochure barcode will no longer function after change. |
| #LTS00134643INBOUND | 2026-06-24 | — | 2.8 | 4 | 2 | 3 | 55.8% Needs Improvement | MR5500 | CONNECTIVITY | Sent a step‑by‑step reset guide to the customer's email; advised to contact Xfinity if internet still does not work after reset. |
| #LTS00134654INBOUND | 2026-06-24 | — | 1.8 | 1 | 2 | 2 | 76.5% Developing | SPNM60CF | SETUP | Agent advised further resets and use of web interface; no confirmed successful node addition. |
| #LTS00134767INBOUND | 2026-06-25 | — | 1.3 | 1 | 1 | 2 | 35.2% Needs Improvement | MX6200 | SETUP | Agent promised a callback/email with further assistance; no technical fix achieved during call. |
| #LTS00134774OUTBOUND | 2026-06-25 | — | 1.8 | 5 | 1 | 2 | 0.0% Needs Improvement | MX4301 | ACCESS | No resolution was achieved. The agent ended the call without confirming the issue was fixed, setting a follow-up, or redirecting the customer to appropriate support channels. |
| #LTS00134807INBOUND | 2026-06-25 | — | 2.8 | 2 | 2 | 3 | 54.5% Needs Improvement | WHW03 | CONNECTIVITY | Agent determined the node is likely defective and out of warranty; recommended upgrading the parent node to MX6200, MX2000, or MBE7000. |
| #LTS00134826INBOUND | 2026-06-25 | — | 2.3 | 3 | 2 | 2 | 0.0% Needs Improvement | RE7350 | SETUP | No definitive resolution; agent suggested trying the second extender but did not confirm success or establish follow-up. |
| #LTS00112431INBOUND↩ cb | 2026-06-26 | — | 3.3 | 4 | 2 | 3 | 90.1% Meets / Exceeds | SPNMX55GC | SETUP | Internet connectivity restored; mesh system operating with solid blue lights. No further action required. |
| 67258946-7158-11f1-9475-42010a62006fINBOUND | 2026-06-26 | — | 1.4 | 1 | 1 | 2 | 74.6% Developing | CONNECTIVITY | Escalated to second‑level support; ticket number to be emailed. | |
| 0a505fbc-716b-11f1-998d-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 3 | 27.7% Needs Improvement | MX4200 | CONNECTIVITY | Agent will email a step‑by‑step guide (5‑press reset) for re‑adding the child nodes; customer to try when a computer is available. |
| #LTS00134967INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 22.2% Needs Improvement | WRT3200ACM | CONNECTIVITY | Advised customer to purchase a new router; no troubleshooting or support provided. |