Coaching Summary
Performance is declining with recurring technical inaccuracies and incomplete troubleshooting.
Agent frequently skips basic diagnostics and relies on paid-support offers before verifying warranty or attempting self-help.
Key calls: #LTS00135235, #LTS00135566, #LTS00135248
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 4 of 7 calls, indicating frequent technical inaccuracies.
ExampleIn #LTS00135566, agent claimed ISP provides firmware updates, contradicting KB and causing confusion.
Correct behavior: Follow KB documentation for firmware updates; verify facts before stating them as policy.
Impact: Customer left with incorrect information about update responsibility and support options.
Related: #LTS00135566, #LTS00135248, #LTS00135235
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.44 | 8 |
| Technical Accuracy | 2.75 | 8 |
| Protocol | 1.88 | 8 |
| Communication | 2.25 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 31.8% across 7 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.34 |
| Technical Accuracy | 1.7 |
| Communication | 2.32 |
| Customer Ownership | 2.95 |
| Escalation Judgment | 5.0 |
| Customer Experience | 1.53 |
- Unresolved: 4
- Partial Resolution: 2
- Successful Resolution: 1
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Provided incorrect UI navigation ('CA Router Setup') for MX4200, contradicting KB guidance and causing confusion.
call 2893f65e-74d7-11f1-845f-42010a62006f
improvement
Failed to follow documented 5-press pairing procedure for MX4200, leading to ineffective troubleshooting.
call 2893f65e-74d7-11f1-845f-42010a62006f
improvement
Claimed ISP (Spectrum) provides firmware updates for EA6350, contradicting KB which states updates are Linksys-delivered.
#LTS00135566 · call 9d245192-759c-11f1-a4d9-42010a623f91
Call Handling Findings
- Troubleshooting protocolFollow KB troubleshooting sequence: verify power/LEDs, check WAN connectivity, test with wired device before escalating.
- Warranty verificationUse system tools to verify warranty status before discussing paid support options.
Calibration Notes
- Auto-zero triggered for discourtesy; high ownership score may reflect polite handoff language despite critical failures.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to collect device details and maintain professional tone is a strong foundation—great job on that consistency.
2
When customers report connectivity issues, what specific diagnostic steps do you typically perform before considering paid support?
3
How do you verify a device's warranty status before discussing out-of-warranty options with a customer?
4
Can we role-play a scenario where a customer is frustrated about a connectivity problem and you need to balance empathy with troubleshooting?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135235INBOUND | 2026-06-29 | — | 2.9 | 4 | 2 | 2 | 14.3% Needs Improvement | MX5500 | SETUP | Offered to email a video tutorial and step-by-step instructions; offered $15 paid support if customer wants live assistance. |
| #LTS00135243INBOUND | 2026-06-29 | — | 2.8 | 2 | 3 | 2 | 62.2% Needs Improvement | WHW03 | SETUP | Agent will email manual setup instructions and video tutorial; optional paid-support offered if needed. |
| #LTS00135246INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 2 | 24.5% Needs Improvement | WHW01 | CONNECTIVITY | Agent advised the customer to power-cycle and reset the TV's network settings and to contact Vizio support for further assistance. |
| #LTS00135248INBOUND | 2026-06-29 | — | 2.5 | 4 | 2 | 1 | 0.0% Needs Improvement | E9450 | CONNECTIVITY | Offered paid support ($15) to perform a factory reset over the phone or to send written instructions. |
| 2893f65e-74d7-11f1-845f-42010a62006fINBOUND | 2026-06-30 | — | 1.6 | 1 | 1 | 2 | 60.2% Needs Improvement | MX4200 | CONNECTIVITY | Agent offered to email additional instructions; issue remains unresolved. |
| #LTS00118098INBOUND | 2026-06-30 | — | 1.8 | 3 | 1 | 2 | 7.5% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Customer to take a picture of the router label and call back for upgrade recommendation. No troubleshooting or self-help resources provided. |
| #LTS00135566INBOUND | 2026-07-01 | — | 1.4 | 1 | 1 | 3 | — | EA6350 | CONNECTIVITY | Agent recommended replacing the router due to obsolescence without troubleshooting or offering self-help resources. |
| #LTS00135567INBOUND | 2026-07-01 | — | 3.7 | 5 | 3 | 4 | 53.9% Needs Improvement | WHW03 | CONNECTIVITY | Sent email with step-by-step instructions and video tutorial to reset and re-pair the child node. |