Coaching Summary
Performance shows mixed results with critical protocol violations impacting overall scores
Inconsistent product information collection and technical accuracy causing resolution gaps
Key calls: #TE00134638, #LTS00134616
Risk Flags
Protocol Violation
Failed to collect product model/serial number and verify warranty status on 3 calls this week
ExampleOn #LTS00134616, agent requested serial number of a 'Linux device' instead of the Linksys router
Correct behavior: Collect model/serial number per universal_escalation_guide.md Step 3 before troubleshooting
Impact: Risk of misdiagnosis and inappropriate support offers
Related: #LTS00134616, #LTS00134809
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.45 | 21 |
| Technical Accuracy | 2.76 | 21 |
| Protocol | 1.81 | 21 |
| Communication | 2.29 | 21 |
V2 Rubric (Shadow Grading)
V2 overall: 42.11% across 17 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.32 |
| Technical Accuracy | 2.95 |
| Communication | 2.66 |
| Customer Ownership | 3.41 |
| Escalation Judgment | 2.0 |
| Customer Experience | 1.7 |
- Unresolved: 8
- Successful Resolution: 4
- Partial Resolution: 3
- Appropriate Escalation: 1
- Ownership Gap: 1
Score Diagnostics
Based on 21 calls reviewed this week.
Technical Findings
improvement
Did not instruct customer to perform factory reset on MBE7000 hardware fault per universal_factory_reset.md
#TE00134638 · call 7006b1ae-6fee-11f1-84a7-42010a62006f
improvement
Incorrectly advised 5-press method for MBE7000 connectivity issue (should be for LTS escalation only)
#LTS00134502 · call b3f1a5c4-6f33-11f1-92ce-42010a623f91
Call Handling Findings
- Protocol AdherenceAlways collect model/serial number per universal_escalation_guide.md Step 3 before troubleshooting.
- Technical AccuracyReference KB documentation for firmware types before providing guidance.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your escalation on #TE00134638 was well-handled—let's discuss how we can maintain that standard across all hardware issues.
2
I've noticed some calls where product details weren't collected—can we review the protocol steps together?
3
The technical inaccuracies on MBE7000 firmware caused an auto-zero—how can we ensure KB alignment moving forward?
4
Let's role-play a connectivity call where the customer is frustrated—how would you apply empathetic language while troubleshooting?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134294INBOUND | 2026-06-22 | — | 2.4 | 3 | 2 | 3 | 54.5% Needs Improvement | MR9600 | CONNECTIVITY | Customer will move the router back to its normal location, connect a hard-wired computer, and test. Agent will assess defect status after the test and proceed with RMA if needed. |
| #LTS00134298INBOUND | 2026-06-22 | — | 2.2 | 3 | 1 | 2 | 45.1% Needs Improvement | MBE7000 | CONNECTIVITY | Channel scan completed; advised to monitor for further drops. No resolution confirmed. |
| a7138754-6e6c-11f1-b240-42010a623f91INBOUND | 2026-06-22 | — | 2.8 | 1 | 2 | 3 | 0.0% Needs Improvement | MBE7000 | SETUP | Internet restored; advised that the two mesh networks will remain separate. |
| ca983a4a-6e9d-11f1-a33c-42010a62006fINBOUND | 2026-06-23 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | None – call ended after automated greeting. | |
| #LTS00134488INBOUND | 2026-06-23 | — | 2.8 | 3 | 3 | 2 | 73.6% Developing | LN1100 | ACCESS | Agent suggested using local web interface for setup and promised to email instructions for proof of purchase; no confirmed fix. |
| #LTS00134502INBOUND | 2026-06-23 | — | 2.8 | 1 | 2 | 2 | 72.2% Developing | MBE7000 | CONNECTIVITY | Internet connectivity restored after reset; customer confirmed steady white LED and able to browse. |
| #LTS00134532INBOUND | 2026-06-23 | — | 2.9 | 4 | 2 | 3 | 28.3% Needs Improvement | WHW01 | CONNECTIVITY | Agent will email self-help troubleshooting steps; paid $15 support option offered. |
| b63cf60e-6f55-11f1-a33c-42010a62006fINBOUND | 2026-06-23 | — | 3.5 | 4 | 2 | 3 | 72.6% Developing | ACCESS | Customer confirmed Wi‑Fi and router access restored; issue resolved. | |
| #LTS00134616INBOUND | 2026-06-24 | — | 1.9 | 2 | 1 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent promised to email self-help instructions (not sent during call). |
| #LTS00134636INBOUND | 2026-06-24 | — | 1 | 1 | 1 | 1 | 44.2% Needs Improvement | MR7350 | CONNECTIVITY | not_fixed |
| #TE00134638INBOUND | 2026-06-24 | — | 3.5 | 5 | 3 | 2 | 81.9% Developing | MBE7000 | HARDWARE | Case escalated to senior support team for warranty eligibility review and potential RMA/replacement. |
| 5cf6f3d0-6ff8-11f1-93fa-42010a623f91INBOUND | 2026-06-24 | — | 4.8 | 5 | 4 | 4 | — | SETUP | Device successfully connected via Ethernet; issue resolved. | |
| #LTS00134772INBOUND↩ cb | 2026-06-25 | — | 2.2 | 3 | 1 | 2 | 45.1% Needs Improvement | SPNM60CF | CONNECTIVITY | None – issue remains unresolved; further troubleshooting needed. |
| #LTS00134772INBOUND↩ cb | 2026-06-25 | — | 1.4 | 1 | 1 | 2 | 38.0% Needs Improvement | SPNM60CF | CONNECTIVITY | No resolution achieved. Agent did not offer escalation, callback, or self-help path after repeated failures. |
| #LTS00134798INBOUND | 2026-06-25 | — | 2.8 | 1 | 2 | 3 | — | EA7200 | CONNECTIVITY | Email with self-help instructions to be sent; no immediate fix applied. |
| #LTS00134805INBOUND | 2026-06-25 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7300 | SETUP | Customer advised to perform a factory reset and reconfigure the access point. |
| #LTS00134809INBOUND | 2026-06-25 | — | 2.8 | 4 | 2 | 3 | — | WHW03 | CONNECTIVITY | Agent will email self‑help troubleshooting steps to the customer. |
| 470d04c6-70c3-11f1-96f0-42010a62006fINBOUND | 2026-06-25 | — | 1.8 | 4 | 1 | 1 | 33.3% Needs Improvement | MBE7000 | HARDWARE | Agent suggested customer could 'call back for setup assistance' without providing troubleshooting, escalation, or self-help path. |
| 2c2c4fe2-70da-11f1-89c8-42010a660053OUTBOUND | 2026-06-25 | — | 3 | 3 | 3 | 3 | 87.7% Meets / Exceeds | CONNECTIVITY | Child node successfully paired and transitioned to blinking yellow (weak signal warning). Customer confirmed setup appeared complete and Wi-Fi functional. Advised to relocate node if signal remains weak. | |
| 65b4b6ec-7179-11f1-80d6-42010a623f91INBOUND | 2026-06-26 | — | 2.3 | 3 | 2 | 2 | 39.4% Needs Improvement | SETUP | Customer instructed to contact Cox ISP to verify line and modem functionality, using laptop as proof of outage. | |
| #LTS00134772↩ cb | 2026-06-26 | — | 1.1 | 1 | 1 | 2 | — | SPNM60CF | CONNECTIVITY | Customer advised to contact the car-wash equipment manufacturer and consider resetting the router; ticket #13496 created for follow-up, but no actionable configuration guidance provided. |