Coaching Summary
Improving technical accuracy but requires stronger protocol adherence
Product misidentification leading to incorrect guidance
Key calls: #LTS00134375, #LTS00134384, #LTS00135027
Risk Flags
Critical dimension below threshold
Accuracy score < 2.5 in 7 calls this week
ExampleCall #LTS00134375: accuracy 1.0 due to product misidentification
Correct behavior: Use KB to verify product lineage before troubleshooting
Impact: Customer directed to wrong support channel
Related: #LTS00134375, #LTS00134384
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.97 | 54 |
| Technical Accuracy | 1.85 | 54 |
| Protocol | 1.63 | 54 |
| Communication | 1.91 | 54 |
V2 Rubric (Shadow Grading)
V2 overall: 28.71% across 48 v2-scored calls this week18 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.66 |
| Technical Accuracy | 1.66 |
| Communication | 1.68 |
| Customer Ownership | 2.49 |
| Escalation Judgment | 0.92 |
| Customer Experience | 1.27 |
- Unresolved: 31
- Partial Resolution: 8
- Successful Resolution: 8
- Ownership Gap: 1
Score Diagnostics
Based on 54 calls reviewed this week.
Technical Findings
improvement
Incorrect 5-press reset timing explained as 'one press per second' instead of quick taps (universal_5press_models.md)
#LTS00135027 · call 2cdeea24-70f5-11f1-88e6-42010a623f91
Call Handling Findings
- Technical AccuracyVerify product brand via KB before troubleshooting; use model-specific reset procedures.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your documentation in #LTS00134375 was thorough—how can we apply that consistency to product verification?
2
When you encountered the RE550 misidentification, what KB resources could have confirmed the brand faster?
3
Let's role-play a call where the customer mentions 'MX' but the model isn't clear—how would you verify before proceeding?
4
How can we reduce repeat calls by ensuring fixes are confirmed during the call?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00134375INBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 40.5% Needs Improvement | RE550 | CONNECTIVITY | Agent directed customer to contact TP-Link support; no valid resolution provided. |
| #LTS00134379INBOUND↩ cb | 2026-06-22 | — | 2.8 | 3 | 2 | 2 | 90.1% Meets / Exceeds | MX6200 | SETUP | Wi-Fi name and password configured; nodes online. Customer advised devices will auto-reconnect. Agent will send a follow-up email with case details and request receipt for warranty extension. |
| #LTS00134384INBOUND | 2026-06-23 | — | 1.8 | 3 | 2 | 1 | 0.0% Needs Improvement | WRT54G | CONNECTIVITY | Agent advised replacing the router but did not provide concrete next steps, warranty information, or purchase guidance. No follow-up was scheduled. |
| #LTS00134379INBOUND↩ cb | 2026-06-23 | — | 2.1 | 2 | 2 | 3 | 48.0% Needs Improvement | MX6200 | SETUP | Customer regained access via router login, but app functionality not fully confirmed; no formal next step or escalation set. |
| #LTS00134355INBOUND | 2026-06-23 | — | 1.4 | 1 | 2 | 2 | 0.0% Needs Improvement | MR20MS | CONNECTIVITY | Customer to contact ISP and request modem reprovisioning; no further action taken by agent. |
| #LTS00134501INBOUND | 2026-06-23 | — | 2 | 2 | 2 | 2 | 35.5% Needs Improvement | MX2000 | CONNECTIVITY | Case created (LCS00134501); customer instructed to reset ISP modem and call back. |
| #LTS00134514INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | E9450 | CONNECTIVITY | Agent will email step-by-step reset instructions; if issue remains, customer may opt for $15 paid support. |
| #LTS00134521INBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | — | EA6350 | SETUP | Agent will email reset instructions and recommends replacing the router. |
| 491a533c-6f55-11f1-a90c-42010a62006fINBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 18.8% Needs Improvement | LN1200 | SETUP | No resolution achieved. Customer declined callback. Recommend immediate factory reset of the LN1200 node, verify solid blue LED, then perform 5-press pairing on the MBE7000 parent router. If unresolved, escalate to Tier-2 support. |
| d633d9f6-6f59-11f1-9081-42010a660053OUTBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 63.2% Needs Improvement | MBE7000 | Unclassified | not_fixed |
| 33dfda04-6f65-11f1-89c8-42010a660053OUTBOUND | 2026-06-24 | — | 2 | 2 | 2 | 2 | 35.0% Needs Improvement | NV7000 | CONNECTIVITY | Customer to call back tomorrow afternoon; agent will assist with node discovery then. |
| #LTS00134548INBOUND | 2026-06-24 | — | 2 | 2 | 2 | 2 | 0.0% Needs Improvement | EA7200 | CONNECTIVITY | Advised customer to contact ISP without confirming modem status or providing actionable next steps. |
| #LTS00134558INBOUND | 2026-06-24 | — | 2.3 | 3 | 2 | 2 | 0.0% Needs Improvement | WRT3200ACM | HARDWARE | Agent offered to email recovery reset instructions and suggested purchasing a new router if hardware is faulty. No email collected or instructions sent. |
| #LTS00134561INBOUND | 2026-06-24 | — | 1.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | Agent will email step-by-step password reset instructions; customer to follow them. |
| #GI00129635INBOUND | 2026-06-24 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | No resolution or next step provided. Call ended without actionable path forward. | |
| 321beef6-6ffb-11f1-80b8-42010a623f91INBOUND | 2026-06-24 | — | 2.3 | 3 | 2 | 2 | 48.7% Needs Improvement | MBE7000 | SETUP | No configuration change applied. Agent suggested contacting Level 2 support if issues arise, but no concrete self-help steps were provided. |
| #LTS00134659INBOUND | 2026-06-24 | — | 1.3 | 1 | 1 | 2 | 0.0% Needs Improvement | RE6700 | SETUP | No valid resolution achieved. Customer still cannot access setup page. Recommend providing correct URL, confirming model number, and offering follow-up support. |
| #LTS00134683INBOUND | 2026-06-24 | — | 3.3 | 3 | 3 | 3 | 86.1% Meets / Exceeds | MX4200 | CONNECTIVITY | Both nodes now show solid blue. Customer can relocate child node. Internet connectivity and full network functionality were not verified. |
| #LTS00134690INBOUND | 2026-06-24 | — | 2.8 | 1 | 2 | 2 | 64.0% Needs Improvement | EA5800 | CONNECTIVITY | Customer accessed router UI; advised to finish configuration and consider hardware replacement if problems persist. |
| #LTS00134692INBOUND | 2026-06-24 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | DPC3008 | CONNECTIVITY | Advised customer to replace the router (purchase new or have property owner provide a replacement). |
| #LTS00134695INBOUND | 2026-06-25 | — | 1.7 | 1 | 2 | 2 | 55.6% Needs Improvement | WRT3200ACM | CONNECTIVITY | Agent will email detailed factory‑reset instructions and recommends purchasing a new router. |
| #GI00134703INBOUND | 2026-06-25 | — | 1.7 | 3 | 1 | 2 | 0.0% Needs Improvement | GENERAL INQUIRY | No resolution was provided; the agent did not offer any further troubleshooting or guidance. | |
| #LTS00134704INBOUND | 2026-06-25 | — | 1.5 | 2 | 2 | 2 | 0.0% Needs Improvement | MR7350 | ACCESS | No resolution; customer decided to seek external help; agent offered no further support path. |
| 67d92000-703b-11f1-aa8c-42010a62006fINBOUND | 2026-06-25 | — | 1.8 | 1 | 1 | 2 | 0.0% Needs Improvement | MX5500 | GENERAL INQUIRY | Agent recommended purchasing MX6200 nodes and searching on Amazon, but provided no validated steps or follow-up path. |
| #LTS00127169 | 2026-06-25 | — | 1 | 1 | 1 | 1 | — | EA6350 | CONNECTIVITY | No resolution achieved. Recommend hardware replacement via warranty claim or paid support if out of warranty. |
| #LTS00134808INBOUND | 2026-06-25 | — | 2.8 | 5 | 2 | 2 | 34.4% Needs Improvement | E8450 | SETUP | None provided |
| #LTS00134805INBOUND | 2026-06-25 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | SETUP | Agent will email setup instructions after call. |
| #LTS00134834INBOUND | 2026-06-25 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WAP54G | ACCESS | No resolution provided; advise customer to configure the AP via its web interface or replace the unit. |
| #LTS00134878INBOUND↩ cb | 2026-06-25 | — | 2.8 | 1 | 2 | 3 | 67.9% Needs Improvement | EA3500 | CONNECTIVITY | Agent will email a factory reset and setup guide; suggested customer consider upgrading to a newer router model. |
| #LTS00134871INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 2 | 20.0% Needs Improvement | RE6300 | SETUP | Agent will email detailed factory-reset and setup instructions to the customer. |
| #LTS00134873INBOUND | 2026-06-25 | — | 2.8 | 3 | 2 | 3 | — | E9450 | CONNECTIVITY | Agent will email reset/reinstall instructions; if problem persists, customer should call back for paid support. |
| #LTS00134878INBOUND↩ cb | 2026-06-25 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA3500 | CONNECTIVITY | Agent advised router is broken and suggested buying a new router for about $50. |
| #LTS00134879INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 2 | 52.5% Needs Improvement | MX2000 | CONNECTIVITY | Agent will email detailed reset/reinstall instructions; customer to perform the steps and follow up if needed. |
| #LTS00134882INBOUND | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | 37.3% Needs Improvement | EA7300 | ACCESS | Agent promised to email reset instructions; no actual resolution achieved. |
| #LTS00134883INBOUND | 2026-06-26 | — | 1.8 | 1 | 1 | 2 | 86.1% Meets / Exceeds | MX6200 | CONNECTIVITY | Child node eventually appeared online, but internet connectivity on the parent node was not verified. Further troubleshooting required. |
| #LTS00134884INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 31.7% Needs Improvement | MX5500 | CONNECTIVITY | not_fixed |
| #GI00108865 | 2026-06-26 | — | 1 | 1 | 1 | 1 | — | MX6200 | SETUP | No resolution or valid next step provided. Call ended with vague suggestions and incoherent statements. |
| #GI00124080 | 2026-06-26 | — | 2.6 | 4 | 2 | 2 | — | EP4400 | SETUP | Offered $15 paid-support; awaiting customer acceptance. |
| #GI00134985INBOUND | 2026-06-26 | — | 1.9 | 1 | 2 | 2 | 0.0% Needs Improvement | UBC1340 | SETUP | Contact ISP for management application, but no correct or verifiable method provided. |
| #LTS00134878INBOUND↩ cb | 2026-06-26 | — | 1.5 | 1 | 2 | 3 | 0.0% Needs Improvement | EA3500 | CONNECTIVITY | Suggested purchasing a newer router; no password recovery steps given. |
| #LTS00134986INBOUND | 2026-06-26 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E1200 | ACCESS | Agent promised to email reset instructions, but email was not confirmed and instructions were not provided during call. |
| 9bf9d1fa-7193-11f1-962a-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 4 | 2 | 1 | 0.0% Needs Improvement | CONNECTIVITY | Node showed solid white LED, indicating successful pairing. Customer advised to relocate node to original position. Warranty status communicated as expired. | |
| #LTS00135004INBOUND | 2026-06-26 | — | 2.3 | 3 | 2 | 2 | 43.1% Needs Improvement | MR9610 | CONNECTIVITY | Agent will email step‑by‑step reconnection instructions and offered paid support if the issue remains. |
| #LTS00135020INBOUND | 2026-06-26 | — | 1.3 | 1 | 1 | 2 | — | EA6350 | CONNECTIVITY | Customer advised to contact apartment complex for replacement (unsupported by KB). |
| #LTS00135027INBOUND | 2026-06-26 | — | 2.8 | 1 | 3 | 2 | 81.9% Developing | MX2000 | CONNECTIVITY | Child node achieved solid blue LED. Customer advised to monitor connectivity; no further action required. |
| #GI00135029INBOUND↩ cb | 2026-06-26 | — | 2.8 | 1 | 2 | 3 | 8.1% Needs Improvement | EA8300 | CONNECTIVITY | Agent recommended purchasing a new mesh system (MX6200 or MX4200) to replace the existing EA8300 router. |
| #LTS00135032INBOUND | 2026-06-26 | — | 2.8 | 1 | 1 | 2 | 50.0% Needs Improvement | E2500 | CONNECTIVITY | TV connected after WPS; advise customer to verify Wi-Fi password on router label and re-enter on TV; if apps still fail, check TV settings or contact TV manufacturer. |
| #GI00135029INBOUND↩ cb | 2026-06-26 | — | 2.2 | 2 | 3 | 4 | 87.5% Meets / Exceeds | EA8300 | GENERAL INQUIRY | No resolution achieved. Customer remains unable to locate correct model. No follow-up or self-help path provided. |
| #LTS00135036INBOUND | 2026-06-26 | — | 1.8 | 1 | 2 | 2 | 81.9% Developing | MX4200 | CONNECTIVITY | Issue not fully resolved; recommend verifying firmware versions across all nodes, confirming stable wireless backhaul, and escalating if mismatch or hardware fault is suspected. Create a support ticket for follow-up. |
| #LTS00135041INBOUND↩ cb | 2026-06-27 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | None – call ended without any action. |
| #LTS00135041INBOUND↩ cb | 2026-06-27 | — | 1.1 | 1 | 1 | 2 | 44.4% Needs Improvement | MX2000 | CONNECTIVITY | No resolution confirmed; advised customer to monitor the node and call back if the problem continues. |
| #LTS00135044INBOUND | 2026-06-27 | — | 1 | 1 | 1 | 1 | 25.0% Needs Improvement | EA6350 | SETUP | Agent promised to email factory reset instructions; no troubleshooting or resolution confirmed. |
| #LTS00135045INBOUND | 2026-06-27 | — | 1 | 1 | 1 | 1 | 41.0% Needs Improvement | MR9000 | SETUP | not_fixed |
| #LTS00135046INBOUND | 2026-06-27 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | WRT1900ACS | ACCESS | Advised customer to replace the router (incorrect guidance). |