Coaching Summary
Performance declined this week due to inadequate troubleshooting before escalation.
Relied on escalation without executing basic diagnostic steps for mesh connectivity issues.
Key calls: #TE00076387
Risk Flags
Escalation without diagnosis
Escalated a connectivity issue without performing any L1 troubleshooting, forcing Level‑2 to repeat basic steps.
ExampleOn #TE00076387, the agent escalated after apologizing for wait time but did not verify LEDs, reboot nodes, or confirm warranty before handing off.
Correct behavior: Complete standard connectivity troubleshooting (modem power-cycle, node reboot, LED check) and document findings before escalating.
Impact: Delayed resolution, increased support cost, and potential customer frustration from repeated explanations.
Related: #TE00076387
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 29.11% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.62 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 3.93 |
| Escalation Judgment | 5.0 |
| Customer Experience | 1.79 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Failed to ask for or confirm the exact product model/serial number and warranty status before escalation.
#TE00076387 · call 4c8a7106-762f-11f1-a2bb-42010a62006f
improvement
Did not perform any standard troubleshooting steps (power‑cycle modem/router, check LEDs, reboot nodes) before escalating.
#TE00076387 · call 4c8a7106-762f-11f1-a2bb-42010a62006f
Call Handling Findings
- Diagnostic omissionAlways confirm model/serial/warranty, then perform power-cycle/modem reboot and LED verification before escalating connectivity issues.
Calibration Notes
- Very high accuracy score (5.0) but extremely low protocol (2.0) and overall (2.8) with no troubleshooting performed; grader may have overweighted politeness over diagnostic effort.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You handled the customer'S frustration well by apologizing for the wait and capturing their contact details—let's build on that professionalism.
2
When you escalated #TE00076387, what troubleshooting steps did you consider performing first, and why did you decide against them?
3
How can we structure our escalation notes to give Level‑2 a complete picture of LED states and reboot attempts?
4
What immediate self-help steps could you have guided the customer through while waiting for Level‑2, to potentially resolve the issue faster?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00076387INBOUND | 2026-07-02 | — | 2.8 | 5 | 2 | 3 | 29.1% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level‑2; callback scheduled. |