Coaching Summary
Performance shows room for improvement in protocol adherence and accuracy, with several calls scoring below 2.5.
Inconsistent device data collection and occasional technical inaccuracies impact resolution efficiency.
Key calls: #TE00135544, #TE00134557
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 5 of 13 calls this week.
ExampleCall #TE00135544: accuracy score 1.0 due to incorrect URL and missing device data.
Correct behavior: Collect device details and provide accurate support resources before proceeding.
Impact: Increased frustration and potential misdiagnosis.
Related: #TE00135544, #TE00134557
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.07 | 9 |
| Technical Accuracy | 2.11 | 9 |
| Protocol | 1.44 | 9 |
| Communication | 2.22 | 9 |
V2 Rubric (Shadow Grading)
V2 overall: 43.73% across 9 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.56 |
| Technical Accuracy | 2.42 |
| Communication | 1.88 |
| Customer Ownership | 4.63 |
| Escalation Judgment | 3.33 |
| Customer Experience | 2.95 |
- Unresolved: 4
- Partial Resolution: 3
- Appropriate Escalation: 2
Score Diagnostics
Based on 9 calls reviewed this week.
Technical Findings
improvement
Provided incorrect support URL 'support.bininsight.com' instead of 'support.linksys.com' on #TE00135544.
call 731dcb26-73fd-11f1-9cf2-42010a660053
improvement
Failed to collect essential device information (model, serial, firmware) on #TE00134557, violating protocol.
#PR00134557 · call a7432bca-767e-11f1-8443-42010a660053
Call Handling Findings
- Protocol AdherenceAlways collect model, serial, and firmware version before proceeding with troubleshooting.
Calibration Notes
- Short call with low overall score but correct isolation of ISP modem issue; grader may need review.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your technical accuracy on hardware issues is strong—let's discuss how we can consistently apply that across all calls.
2
Can we review the protocol for collecting device details? I noticed some calls missed critical information.
3
How do you feel about verifying support URLs before sharing them? Let's practice this to avoid errors.
4
Let's role-play a scenario where a customer reports a missing network—what steps would you take first?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 731dcb26-73fd-11f1-9cf2-42010a660053OUTBOUND | 2026-06-29 | — | 1.6 | 1 | 1 | 2 | 77.1% Developing | HARDWARE | Callback scheduled for July 6 at 9:00 PM ET to re-evaluate after ISP modem replacement. | |
| #LTS00135240INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 3 | 47.4% Needs Improvement | MR7500 | CONNECTIVITY | Agent will email a KB article with step‑by‑step setup instructions; customer to try and report back. |
| #TE00135544OUTBOUND↩ cb | 2026-07-01 | — | 1.4 | 1 | 1 | 2 | 42.8% Needs Improvement | E8450 | ACCESS | Scheduled a callback within 30–60 minutes for lab testing of the router. |
| #TE00135544OUTBOUND↩ cb | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | 31.9% Needs Improvement | E8450 | ACCESS | Callback scheduled for tomorrow at 3:00 pm CST to perform testing once the device is obtained. |
| #TE00058939INBOUND | 2026-07-02 | — | 3.3 | 4 | 3 | 3 | 0.0% Needs Improvement | E5400 | ACCESS | Customer was advised to access router settings and look for band separation options. No specific steps were provided due to unknown router model. |
| #PR00134557OUTBOUND | 2026-07-03 | — | 1.6 | 1 | 1 | 2 | 0.0% Needs Improvement | GENERAL INQUIRY | Pending internal escalation for special adapter replacement; agent to follow up within 24-48 business hours. | |
| #TE00135544OUTBOUND↩ cb | 2026-07-03 | — | 2.2 | 3 | 1 | 2 | 67.2% Needs Improvement | E8450 | ACCESS | Callback scheduled; no confirmation of fix or specific follow-up plan provided. |
| #TE00135544OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 1 | 2 | 2 | 47.3% Needs Improvement | E8450 | ACCESS | No fix achieved; hardware likely defective. Customer advised to purchase a new router as the device is out of warranty. No self-help resources or follow-up provided. |
| #TE00134390OUTBOUND | 2026-07-03 | — | 2.8 | 3 | 1 | 2 | 79.9% Developing | MBE70 | CONFIGURATION | Run a dedicated Ethernet cable from the LN1100 to the gaming console; no node relocation needed. |