Coaching Summary
Performance needs improvement with accuracy and protocol scores below target in connectivity cases.
Inconsistent WAN isolation and LED status interpretation causing misdiagnosis in mesh and connectivity calls.
Key calls: #LTS00135124, #LTS00135180, #LTS00135338
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 9 calls this week, concentrated in connectivity and setup issues.
ExampleCall #LTS00135124: accuracy 1.0 due to brand misidentification and no troubleshooting steps.
Correct behavior: Follow universal_troubleshooting_flow.md: verify model, collect ISP, test WAN, attempt basic resets before escalation.
Impact: Misdiagnosis leads to unresolved issues and repeat calls.
Related: #LTS00135124, #LTS00135128, #LTS00135180
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.59 | 28 |
| Technical Accuracy | 2.71 | 28 |
| Protocol | 1.86 | 28 |
| Communication | 2.29 | 28 |
V2 Rubric (Shadow Grading)
V2 overall: 46.11% across 27 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.27 |
| Technical Accuracy | 1.98 |
| Communication | 2.31 |
| Customer Ownership | 3.16 |
| Escalation Judgment | 2.11 |
| Customer Experience | 1.88 |
- Unresolved: 12
- Successful Resolution: 11
- Ownership Gap: 2
- Partial Resolution: 2
Score Diagnostics
Based on 28 calls reviewed this week.
Technical Findings
improvement
Failed to verify WAN speed at modem and test wired connection before blaming router in #LTS00135180, violating universal_speed_performance.md isolation steps.
#LTS00135180 · call 290731ec-73d7-11f1-8492-42010a62006f
improvement
Provided invalid 5-press pairing method for SPN MX55 (cognitive mesh) and omitted correct Pair button procedure in #LTS00135128, contradicting universal_5press_models.md.
#LTS00135128 · call d1432708-73b9-11f1-bd98-42010a62006f
improvement
Advised factory reset on EA8500 without checking firmware version or offering update guidance, and incorrectly declared device end-of-life against KB in #LTS00135136.
#LTS00135136 · call 6ace01d4-73c1-11f1-be2e-42010a623f91
Call Handling Findings
- Incomplete WAN isolationAlways verify upstream speed at modem WAN port and test direct modem-to-computer connection before blaming router hardware.
- LED status misinterpretationUse KB-defined LED states (solid blue = online for WHW03) and correct URLs (myrouter.local or [REDACTED_PHONE]).
Calibration Notes
- Auto-zero flag triggered for call abandonment; verify if grader missed documented troubleshooting attempts.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your prompt collection of model and serial numbers in calls like #LTS00135134 is a strong foundation—let's build on that by ensuring we also verify WAN status before concluding router issues.
2
When guiding WHW03 node resets, we must use KB-accurate LED descriptions (solid blue = online) to avoid confusing customers. Can we review the led_intelligent_mesh_consumer.md guide together?
3
In connectivity cases, testing the modem-to-computer wired connection is a critical first step we skipped in several calls. Let's practice this isolation flow on the next CONNECTIVITY call.
4
Your password recovery guidance on MX6200 was spot-on—how can we apply that same precision to LED status explanations and WAN testing in upcoming calls?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135124INBOUND | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Agent advised customer to perform a factory reset when home, but this advice was given post-call and was not actionable. No follow-up or troubleshooting was completed during the call. |
| #LTS00135128INBOUND | 2026-06-29 | — | 1.4 | 1 | 1 | 2 | 31.1% Needs Improvement | WHW0301GC | SETUP | Agent promised to call back but provided no actionable self-help steps or KB references. No technical fix applied. |
| #LTS00135134INBOUND | 2026-06-29 | — | 3.5 | 5 | 2 | 2 | 63.5% Needs Improvement | MX6200 | ACCESS | Customer successfully logged in after creating a new router admin password. |
| #LTS00135136INBOUND | 2026-06-29 | — | 1.2 | 1 | 1 | 3 | 22.4% Needs Improvement | EA8500 | CONNECTIVITY | Agent recommended purchasing a newer MX6200 router without offering any troubleshooting or self-help steps. |
| #LTS00135160OUTBOUND | 2026-06-29 | — | 3.2 | 4 | 2 | 2 | 62.4% Needs Improvement | E5400 | CONNECTIVITY | Device connected to Wi‑Fi; issue resolved. |
| #LTS00135180INBOUND | 2026-06-29 | — | 2.3 | 3 | 2 | 2 | 44.0% Needs Improvement | WHW03 | CONNECTIVITY | Customer to perform factory reset and re-run speed test; agent to follow up after reset. |
| #LTS00135189INBOUND | 2026-06-29 | — | 3.5 | 5 | 2 | 3 | 47.9% Needs Improvement | WHW03 | SETUP | Agent will email step-by-step setup instructions (5-press method and web UI). |
| #LTS00135198INBOUND | 2026-06-29 | — | 2.9 | 4 | 2 | 3 | 46.5% Needs Improvement | EA8300 | HARDWARE | Advised that the router likely has a hardware fault and recommended purchasing a new unit. |
| a53c7042-73eb-11f1-b6c1-42010a623f91INBOUND | 2026-06-29 | — | 2.8 | 1 | 1 | 2 | 66.0% Needs Improvement | MX6200 | SETUP | Two WHW03 nodes displayed solid green (invalid state), one remained solid red. Agent advised unplugging the red node and continuing with two nodes. No valid resolution achieved due to cross-generation incompatibility. |
| #LTS00135228INBOUND | 2026-06-29 | — | 4.1 | 5 | 3 | 4 | 100.0% Meets / Exceeds | WRT3200ACM | SETUP | Internet connectivity restored after MAC cloning; customer confirmed working web access. |
| #LTS00135338INBOUND | 2026-06-30 | — | 2.8 | 1 | 3 | 2 | 68.0% Needs Improvement | WHW01 | CONNECTIVITY | All nodes are now online (solid blue) and visible in the dashboard; firmware update is pending. |
| #LTS00135347INBOUND | 2026-06-30 | — | 2.8 | 1 | 1 | 2 | 59.0% Needs Improvement | MR8300 | SETUP | Internet connectivity restored after reset; no further action required. |
| #LTS00135357INBOUND | 2026-06-30 | — | 2 | 2 | 2 | 2 | 48.8% Needs Improvement | WHW03 | CONNECTIVITY | Monitor network performance for 24 hours; if issue persists, perform factory reset and re-setup or consider upgrading to newer Velop hardware. |
| #LTS00135355INBOUND | 2026-06-30 | — | 2.9 | 2 | 2 | 3 | 78.5% Developing | WHW03 | CONNECTIVITY | Internet restored; customer can manage settings via app and maintain proper node spacing. |
| 43c4e92e-74b9-11f1-9a8c-42010a62006fINBOUND | 2026-06-30 | — | 2.3 | 3 | 2 | 2 | 24.4% Needs Improvement | CONNECTIVITY | Escalation to Level 2 with callback scheduled. | |
| #LTS00135393INBOUND↩ cb | 2026-06-30 | — | 1.8 | 4 | 2 | 1 | 30.2% Needs Improvement | WRT54G | CONFIGURATION | Advised to purchase a new router; no password-setting steps or self-help resources provided. |
| #LTS00135393INBOUND↩ cb | 2026-06-30 | — | 1.8 | 3 | 1 | 1 | 0.0% Needs Improvement | WRT54G | CONFIGURATION | Customer declined support and decided to purchase a new system. No valid closure path was established. |
| #LTS00135406INBOUND | 2026-06-30 | — | 2.8 | 2 | 1 | 2 | 74.9% Developing | E5400 | ACCESS | Access router settings via web browser at http://192.168.1.1 or http://myrouter.local to complete configuration. Customer was not guided to this URL. |
| #LTS00135485INBOUND | 2026-07-01 | — | 1 | 1 | 1 | 1 | 52.1% Needs Improvement | VLP01 | CONFIGURATION | not_fixed |
| #LTS00135484INBOUND↩ cb | 2026-07-01 | — | 3.8 | 4 | 3 | 3 | 69.4% Needs Improvement | E5400 | ACCESS | Customer will receive an email with instructions to access the router via the web interface. |
| #LTS00135484INBOUND↩ cb | 2026-07-01 | — | 2.8 | 2 | 2 | 3 | 3.8% Needs Improvement | E5400 | ACCESS | Ask the property manager (boss) for the router admin password or use the paid Connect service for assisted reset. |
| #LTS00135501INBOUND↩ cb | 2026-07-01 | — | 2.7 | 4 | 2 | 3 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | No resolution provided; next steps not defined. |
| #LTS00135501INBOUND↩ cb | 2026-07-01 | — | 3.2 | 3 | 2 | 3 | 90.1% Meets / Exceeds | WHW03 | CONNECTIVITY | Child nodes re-paired and functioning; issue resolved. |
| #LTS00135517INBOUND | 2026-07-01 | — | 2.9 | 4 | 2 | 3 | — | WRT1900AC | SETUP | Customer instructed to perform factory reset and reconnect using default settings; no confirmation of success obtained. |
| #LTS00135523INBOUND | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 42.1% Needs Improvement | SPNMX57CF | ACCESS | Ticket LTS0013S5523 opened; customer advised to contact support again if issue persists. Issue remains unresolved due to incorrect technical guidance and unaddressed ISP limitations. |
| #LTS00135393INBOUND↩ cb | 2026-07-01 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | WRT54G | CONFIGURATION | Agent promised to email step-by-step instructions (free after paid-support offer declined). |
| #LTS00135547INBOUND | 2026-07-01 | — | 2.8 | 1 | 3 | 2 | 39.4% Needs Improvement | EA9300 | CONNECTIVITY | Agent recommended purchasing a new router; customer declined reset and no further action was taken. |
| #LTS00135557INBOUND | 2026-07-01 | — | 3.5 | 5 | 2 | 2 | 80.5% Developing | MX5300 | ACCESS | Customer reinstalled the app and successfully added the MX5300 mesh; issue resolved. |