Coaching Summary
Stable performance with room for improvement in technical accuracy and protocol adherence.
Tended to bypass critical troubleshooting steps and rely on post-call communication rather than real-time resolution.
Key calls: #LTS00134582
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 | 3.0 | 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
Failed to follow the mesh node‑addition protocol (no pair‑button or 5‑press guidance).
#LTS00134582 · call 4280f400-6fa4-11f1-9592-42010a663f85
improvement
Did not confirm the exact model/serial before giving advice.
#LTS00134582 · call 4280f400-6fa4-11f1-9592-42010a663f85
improvement
Provided no immediate technical steps; only promised an email, which is insufficient for a live support call.
#LTS00134582 · call 4280f400-6fa4-11f1-9592-42010a663f85
Call Handling Findings
- Mesh protocol adherenceGuide customers through pair-button or 5-press mesh node addition in real-time, confirming success before closing.
- Device verificationAlways confirm device model and serial number before recommending any troubleshooting steps.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did a great job collecting the customer's email address for follow-up — this ensures we can provide detailed instructions after the call.
2
Let's discuss the mesh node-addition process: why is following the pair-button or 5-press protocol critical for MX2000 systems?
3
How can we ensure we confirm device models and serial numbers before providing any guidance?
4
What steps can we take to avoid closing calls without verifying the customer has a clear path to resolution?
5
Can we review the escalation criteria to ensure we're handing off only when necessary and documenting properly?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134582 | 2026-06-24 | — | 2.8 | 3 | 2 | 3 | — | MX2000 | SETUP | Agent will email detailed instructions for adding the node; no immediate fix was applied during the call. |