Coaching Summary
Performance declined this week with frequent technical inaccuracies and unresolved cases.
Reliance on incomplete model knowledge and protocol shortcuts led to repeated failures.
Key calls: #TE00121320, #TE00134762, #LTS00117782
Risk Flags
Critical dimension below threshold
Accuracy scored <2.5 in 7 of 10 calls this week
ExampleIn #TE00121320, agent provided incorrect model name and firmware claims despite collecting serial number.
Correct behavior: Validate model support matrices and warranty status before responding; use KB for accurate statements.
Impact: Customer received false information, leading to wasted time and potential hardware replacement.
Related: #TE00121320, #TE00134762, #LTS00117782
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.67 | 9 |
| Technical Accuracy | 1.78 | 9 |
| Protocol | 1.44 | 9 |
| Communication | 1.89 | 9 |
V2 Rubric (Shadow Grading)
V2 overall: 17.76% across 8 v2-scored calls this week4 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.52 |
| Technical Accuracy | 1.29 |
| Communication | 1.43 |
| Customer Ownership | 1.93 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.22 |
- Unresolved: 5
- Partial Resolution: 2
- Successful Resolution: 1
Score Diagnostics
Based on 9 calls reviewed this week.
Technical Findings
improvement
Applied universal 5-press pairing to EA7430 router, contradicting KB which restricts this method to mesh nodes.
#LTS00117782 · call cf714a24-71be-11f1-a193-42010a623f91
improvement
Claimed EA-6350 is end-of-life and unsupported; model remains supported with firmware updates per KB.
#LTS00135040 · call cf714a24-71be-11f1-a193-42010a623f91
Call Handling Findings
- Technical accuracyVerify model numbers before responding, reference KB for support timelines, and apply model-specific reset procedures.
Calibration Notes
- Auto-zero triggered for avoidance/evasion; despite resolution, critical technical errors require review.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your consistent collection of device details is a strong foundation—let's build on that by pairing it with stricter KB verification.
2
When you suspect a model is unsupported, how do you currently confirm this, and what steps could add more confidence?
3
Can we role-play a scenario where a customer asks about resetting an EA-series router to practice accurate guidance?
4
What strategies help you stay calm and structured when a customer challenges your instructions?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00121320INBOUND | 2026-06-22 | — | 1.1 | 1 | 1 | 2 | — | MR5500 | CONNECTIVITY | Advised customer to purchase a new router (EA7500 is out of support). |
| ca05f952-7030-11f1-8fed-42010a62006fINBOUND | 2026-06-25 | — | 2 | 2 | 2 | 2 | 18.8% Needs Improvement | MX6200 | CONNECTIVITY | Customer decided to purchase a new node without further troubleshooting or escalation. |
| #TE00134762OUTBOUND | 2026-06-26 | — | 1.8 | 2 | 1 | 2 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | No resolution. Agent suggested upgrading to a newer router. No follow-up, escalation, or self-help path provided. |
| #LTS00134903INBOUND | 2026-06-26 | — | 1.8 | 2 | 2 | 2 | 76.5% Developing | MX2000 | CONNECTIVITY | Customer to test streaming after DNS change; no confirmation or follow-up scheduled. |
| #LTS00135040INBOUND | 2026-06-27 | — | 1.2 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Agent provided no actionable resolution or next steps. Customer left without troubleshooting, self-help resources, or escalation path. |
| #LTS00135042INBOUND↩ cb | 2026-06-27 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | E2500 | CONNECTIVITY | not_applicable |
| #LTS00135042INBOUND↩ cb | 2026-06-27 | — | 2.2 | 5 | 2 | 2 | 46.8% Needs Improvement | E2500 | CONNECTIVITY | Advised purchase of a gigabit-capable router; no return process was provided despite customer request. |
| #LTS00117782INBOUND↩ cb | 2026-06-27 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | No resolution or valid next step provided. Agent incorrectly stated the router cannot be reset and did not guide the customer to the recovery-key procedure. |
| #LTS00117782INBOUND↩ cb | 2026-06-27 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | EA7500 | CONNECTIVITY | Customer regained admin access and changed Wi-Fi name; issue considered resolved. |