Coaching Summary
Stable performance with critical gaps in diagnostic procedure execution.
Incomplete troubleshooting leading to premature hardware replacement recommendations.
Key calls: #LTS00041115
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Did not follow Step 1 of universal_isp_modem_diagnostics.md: failed to instruct customer to test internet connection directly at the modem.
#LTS00041115 · call 09effdce-717b-11f1-bcff-42010a623f91
improvement
Did not check router's WAN/Internet status or LED indicators (e.g., solid red vs blinking red) as per led_intelligent_mesh_consumer.md and velop_wifi_connectivity.md.
#LTS00041115 · call 09effdce-717b-11f1-bcff-42010a623f91
improvement
Did not verify whether DHCP is enabled or if ISP requires PPPoE/VLAN settings (manual configuration section in universal_isp_modem_diagnostics.md).
#LTS00041115 · call 09effdce-717b-11f1-bcff-42010a623f91
improvement
Failed to confirm warranty status or support eligibility before recommending paid hardware replacement.
#LTS00041115 · call 09effdce-717b-11f1-bcff-42010a623f91
Call Handling Findings
- Incomplete Diagnostic ProceduresBefore recommending replacement, always complete Step 1 of universal_isp_modem_diagnostics.md (modem test), check WAN/Internet LED status per led_intelligent_mesh_consumer.md, and verify DHCP/PPPoe requirements.
- Warranty Verification OmissionAlways verify warranty status or support eligibility using the serial number before recommending any paid hardware replacement.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to accurately gather customer information and identify end-of-life devices is a strong foundation — great work on confirming Diane's model and serial number in #LTS00041115.
2
In that same call, what steps did you take to verify the internet issue wasn't ISP-related before recommending router replacement?
3
How do you currently check WAN/Internet LED status on customer devices, and could we add this to your standard diagnostic flow?
4
What process do you use to verify warranty eligibility before suggesting paid replacements, and how might we document this more consistently?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00041115 | 2026-06-26 | — | 2.8 | 3 | 2 | 2 | — | MR7350 | SETUP | Advised customer to replace the EA8100V with a newer, supported Linksys router. |