Coaching Summary
Declining performance with low resolution rates and technical inaccuracies
Frequent provision of incorrect device-specific guidance and incomplete troubleshooting workflows
Key calls: #GI00096147
Risk Flags
Critical dimension below threshold
Delivered incorrect technical guidance leading to unresolved issue on WHW03V2 device
ExampleProvided invalid router IP address ([REDACTED_PHONE]) and incorrect reset instructions, failing to resolve connectivity issue
Correct behavior: Reference device-specific KB documentation for access credentials and reset procedures; verify WAN connectivity before router troubleshooting
Impact: Customer unable to access router settings or resolve connectivity issue, requiring follow-up engagement
Related: #GI00096147
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.4 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 1.0 | 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
Provided incorrect router IP address ([REDACTED_PHONE]) for WHW03V2 device — correct address is [REDACTED_PHONE] or myrouter.local per velop_wifi_connectivity.md Step 4
#GI00096147 · call 19962c4c-7493-11f1-b148-42010a5a3f83
improvement
Instructed invalid reset procedure ('press reset until light goes out') instead of 10-20 second hold until solid blue per universal_factory_reset.md
#GI00096147 · call 19962c4c-7493-11f1-b148-42010a5a3f83
improvement
Failed to verify WAN connectivity or check modem before troubleshooting router — skipped Step 2 of velop_wifi_connectivity.md troubleshooting flow
#GI00096147 · call 19962c4c-7493-11f1-b148-42010a5a3f83
improvement
Misinterpreted LED states: solid red = no internet (Path C), solid purple = ready for setup — should have guided to setup wizard for purple LED per led_intelligent_mesh_consumer.md
#GI00096147 · call 19962c4c-7493-11f1-b148-42010a5a3f83
Call Handling Findings
- Incorrect device access guidanceVerify device-specific access credentials before providing any URL or IP address, referencing official KB documentation.
- Improper reset procedureAlways follow exact KB reset durations and confirmation indicators for each device model.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your early product identification on the WHW03V2 call was excellent — that's exactly how we ensure targeted support. Can you walk me through how you confirmed the model was a WHW03V2?
2
The reset instructions you provided differed from our KB — what sources did you reference when guiding the customer through the reset?
3
When troubleshooting connectivity, what specific checks do you perform to confirm WAN connectivity before working on the router itself?
4
How do you verify the accuracy of device access credentials before sharing them with customers? Let's review the WHW03V2 documentation together.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00096147 | 2026-06-30 | — | 1.4 | 1 | 2 | 1 | — | WHW03V2 | SETUP | No resolution achieved. Recommend scheduling callback with senior technician or opening a warranty/repair case for hardware assessment. |