Coaching Summary
Performance declined significantly this week from strong to needs improvement.
Protocol violations and technical inaccuracies in device-specific guidance dominated the week's challenges.
Key calls: #LTS00119791, #LTS00050544
Risk Flags
Critical dimension below threshold
Call had accuracy score 1 and protocol score 1, indicating severe performance issues with missing protocol steps and incorrect technical guidance.
ExampleIn call #LTS00050544, agent failed to collect model/serial numbers and instructed unsupported 5-press pairing on XG model.
Correct behavior: Follow standard protocol: collect device details first, verify model compatibility before suggesting procedural steps, and use KB-validated troubleshooting paths.
Impact: Customer received incorrect guidance, leading to unresolved issue and potential frustration.
Related: #LTS00050544
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.65 | 2 |
| Technical Accuracy | 3.0 | 2 |
| Protocol | 2.5 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 64.67% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 3.59 |
| Technical Accuracy | 2.5 |
| Communication | 2.5 |
| Customer Ownership | 4.0 |
| Escalation Judgment | — |
| Customer Experience | 3.57 |
- Successful Resolution: 1
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to collect product model number, serial number, and warranty status — a severe protocol violation.
#LTS00050544 · call 16c33146-745b-11f1-82b9-42010a660053
improvement
Provided materially incorrect technical advice by instructing 5-press pairing on a non-applicable model (Linksys XG) at [33:00], which contradicts KB guidance for the XG model.
#LTS00050544 · call 16c33146-745b-11f1-82b9-42010a660053
strength
Accurately diagnosed blank PPPoE fields and correctly switched to DHCP (transcript [18:32]-[26:33]).
#LTS00119791 · call 67b1bbb8-7352-11f1-87a7-42010a660053
Call Handling Findings
- Protocol violation - missing device infoAlways collect model, serial number, and warranty status at the start of every call per standard protocol.
- Incorrect technical guidanceVerify model compatibility before suggesting procedural steps like 5-press pairing; consult KB for valid troubleshooting paths for IP conflicts.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your successful resolution on #LTS00119791 showed excellent diagnostic skills — particularly how you identified the factory reset state and reconfigured settings. Let's discuss how to maintain that level of accuracy consistently.
2
In #LTS00050544, we missed critical protocol steps like collecting model and serial numbers. What barriers did you face in gathering this information, and how can we ensure it's captured on every call?
3
The 5-press pairing instruction on the XG model in #LTS00050544 was incompatible with the customer's setup. How can we verify model compatibility before suggesting procedural steps?
4
Let's review the KB guidelines for handling IP conflicts and ensure we follow validated troubleshooting paths before considering escalation or advanced steps.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00119791OUTBOUND | 2026-06-29 | — | 4.3 | 5 | 4 | 3 | 95.8% Meets / Exceeds | MX4200 | CONNECTIVITY | Internet restored after switching WAN to DHCP; customer advised on future checks and reset procedure. |
| #LTS00050544 | 2026-06-30 | — | 1 | 1 | 1 | 1 | 33.5% Needs Improvement | WHW01 | CONNECTIVITY | No resolution achieved. Agent ended call stating they would consult a supervisor and hang up, with no follow-up scheduled or self-help path provided. |