Coaching Summary
Performance shows technical accuracy gaps but maintains ownership in resolutions.
Inconsistent protocol adherence leads to repeated warranty and model verification misses.
Key calls: #TE00109828, #TE00135633
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 5 of 14 calls, indicating frequent technical guidance errors.
ExampleCall #TE00109828: Agent provided incorrect reset duration (30-40s vs 10-20s) and wrong local URL.
Correct behavior: Follow universal_factory_reset.md: 10-20s reset hold time; use device-specific local URLs.
Impact: Failed configuration and extended resolution time.
Related: #TE00109828, #LTS00135708
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.41 | 10 |
| Technical Accuracy | 2.8 | 10 |
| Protocol | 1.9 | 10 |
| Communication | 2.4 | 10 |
V2 Rubric (Shadow Grading)
V2 overall: 49.88% across 9 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.43 |
| Technical Accuracy | 2.67 |
| Communication | 1.94 |
| Customer Ownership | 3.79 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.83 |
- Unresolved: 4
- Successful Resolution: 3
- Partial Resolution: 2
Score Diagnostics
Based on 10 calls reviewed this week.
Technical Findings
improvement
Provided incorrect local router URL (myrouter.info) for MX6200, contradicting KB documentation which specifies http://[REDACTED_PHONE] or http://myrouter.local.
#TE00109828 · call 017977ce-7630-11f1-a587-42010a660053
improvement
Described 5-press method as factory reset; per KB, 5-press is escalation method that does NOT erase settings.
#TE00109828 · call 017977ce-7630-11f1-a587-42010a660053
Call Handling Findings
- Protocol ComplianceAlways collect model, serial number, and verify warranty status before proceeding with troubleshooting.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your handling of the MX6200 mesh pairing in #TE00135294 demonstrated strong technical execution—let's discuss how to consistently apply that level of detail across all calls.
2
I've noticed model/serial number collection is missing in several cases. How can we integrate this into your opening script?
3
The URL confusion in #TE00109828 impacted customer experience. Let's review device-specific access guidelines together.
4
Your commitment to callbacks is commendable. How can we ensure those follow-ups maintain the same technical rigor as the initial contact?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| ce35939c-73fb-11f1-8226-42010a660053OUTBOUND | 2026-06-29 | — | 3.2 | 4 | 2 | 2 | 78.6% Developing | MX6200 | CONNECTIVITY | Wi-Fi credentials updated, firmware successfully updated; all nodes online with solid white lights; cameras confirmed functional. |
| #LTS00135237INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 2 | 56.4% Needs Improvement | WHW03 | CONNECTIVITY | Agent promised to send an email with generic steps; no definitive fix was applied. |
| #TE00135294OUTBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 2 | 63.8% Needs Improvement | MX6200 | CONNECTIVITY | Internet connectivity restored; Wi-Fi networks configured and operational. |
| 97b80370-74c5-11f1-b6df-42010a660053OUTBOUND | 2026-06-30 | — | 2.2 | 3 | 1 | 2 | 57.4% Needs Improvement | SETUP | Schedule follow-up call to connect laptop directly to Xfinity modem, verify bridge-mode status, and adjust settings if needed. | |
| #TE00109828OUTBOUND | 2026-07-02 | — | 1.5 | 1 | 1 | 3 | 39.0% Needs Improvement | MX6200 | CONNECTIVITY | Agent will call back on Monday to assist with factory reset and reconfiguration. |
| #TE00135633INBOUND | 2026-07-02 | — | 2.8 | 2 | 2 | 2 | 82.3% Developing | MX5300 | ACCESS | All nodes now solid blue; network operational per customer confirmation. |
| #TE00134614INBOUND | 2026-07-02 | — | 2.8 | 5 | 3 | 4 | — | LN1400 | CONNECTIVITY | Agent will have Eric call the customer at 760-870-5397. |
| #LTS00135708INBOUND | 2026-07-02 | — | 1.8 | 3 | 2 | 2 | 15.0% Needs Improvement | E5350 | CONNECTIVITY | Agent indicated warranty likely expired and suggested a reset, but no concrete configuration steps were given; no resolution achieved. |
| #TE00135595OUTBOUND↩ cb | 2026-07-03 | — | 2.4 | 3 | 2 | 3 | 29.1% Needs Improvement | WHW03 | CONNECTIVITY | Agent will call the customer back at 4:30 to continue troubleshooting. |
| #TE00135595OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 3 | 2 | 2 | 27.2% Needs Improvement | WHW03 | CONNECTIVITY | Issue not resolved; no concrete next step provided. Recommend escalation to Tier-2 or hardware replacement. |