Coaching Summary
Performance is stable but accuracy gaps in model-specific guidance create repeat issues.
Frequent omission of model verification leads to mismatched troubleshooting and unresolved cases.
Key calls: #LTS00135131, #TE00135341, #LTS00135816
Risk Flags
Incorrect Guidance
Provided unsupported 5-press pairing method on SPNM60CF and WHW01P models across 3 calls this week.
ExampleIn #LTS00135816, instructed customer to use 5-press reset on SPNM60CF, which only supports Pair button method per KB.
Correct behavior: Use model-specific pairing procedures: Pair button for SPNM/LN series, 5-press only for Velop MX/MR series.
Impact: Customer performed unnecessary factory reset, losing settings and delaying resolution.
Related: #LTS00135816, #LTS00135678, #LTS00135774
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.38 | 34 |
| Technical Accuracy | 2.62 | 34 |
| Protocol | 1.88 | 34 |
| Communication | 2.44 | 34 |
V2 Rubric (Shadow Grading)
V2 overall: 48.43% across 31 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.38 |
| Technical Accuracy | 2.25 |
| Communication | 2.5 |
| Customer Ownership | 3.5 |
| Escalation Judgment | 2.36 |
| Customer Experience | 1.69 |
- Unresolved: 13
- Successful Resolution: 8
- Partial Resolution: 6
- Appropriate Escalation: 3
- Ownership Gap: 1
Score Diagnostics
Based on 34 calls reviewed this week.
Technical Findings
improvement
Failed to verify ISP/modem connection before troubleshooting solid-red MBE7000 node in #TE00135341, missing critical diagnostic step.
#TE00135341 · call 95969ac6-749c-11f1-aa8c-42010a62006f
improvement
Provided incorrect 5-press pairing guidance on SPNM60CF in #LTS00135816, violating KB and causing unnecessary factory reset.
#LTS00135816 · call fd810ea4-76ff-11f1-8f50-42010a62006f
Call Handling Findings
- Incomplete model verificationAlways verify product model and serial number before any troubleshooting, using KB-specific steps.
- Inconsistent reset proceduresUse KB-documented reset times (10-20s for most models) and confirm model support before suggesting 5-press methods.
Calibration Notes
- High overall score (3.3) despite protocol/accuracy gaps; short call may have limited grader visibility.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You handled the out-of-warranty case in #LTS00135365 well by clearly explaining upgrade options—let's discuss how to consistently apply that clarity across all OOW cases.
2
In several calls like #LTS00135148, model verification was missed. How can we build a quick checklist to ensure we capture model/serial before any troubleshooting?
3
The inconsistent reset instructions in #LTS00135131 caused customer confusion. What steps can we take to verify KB reset times before guiding customers?
4
Your empathy in #LTS00135365 was strong. How can we apply that same customer-centric approach when addressing technical inaccuracies?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135131INBOUND | 2026-06-29 | — | 3.3 | 4 | 2 | 3 | 87.7% Meets / Exceeds | EA7450 | CONNECTIVITY | Internet restored on iPad; paid support processed; emailed setup instructions; recommended router upgrade due to end-of-life status. |
| #LTS00135148INBOUND | 2026-06-29 | — | 2.8 | 2 | 1 | 2 | 33.4% Needs Improvement | LN11011202 | SETUP | Advised the customer that the product could be returned. |
| #LTS00135170INBOUND | 2026-06-29 | — | 3 | 3 | 2 | 3 | 53.7% Needs Improvement | MX2000 | SETUP | Wi-Fi network successfully reconfigured and internet connectivity restored. |
| #LTS00135207INBOUND | 2026-06-29 | — | 2.8 | 5 | 2 | 3 | 59.7% Needs Improvement | WHW03 | CONNECTIVITY | Customer to reset the red node and re-add it to the mesh network near the solid-blue node. |
| #LTS00135211INBOUND↩ cb | 2026-06-29 | — | 1.4 | 1 | 1 | 3 | 0.0% Needs Improvement | WHW03 | ACCESS | Advised customer to reset the router and reconfigure; no concrete next steps or follow-up provided. |
| #LTS00135211INBOUND↩ cb | 2026-06-29 | — | 2.8 | 1 | 2 | 3 | 70.3% Developing | WHW03 | ACCESS | No functional resolution; customer declined paid support and may replace hardware. |
| 43530182-7415-11f1-b0c9-42010a623f91INBOUND | 2026-06-29 | — | 1.8 | 4 | 1 | 2 | 0.0% Needs Improvement | GENERAL INQUIRY | not_applicable | |
| #LTS00135304INBOUND | 2026-06-30 | — | 1.4 | 1 | 1 | 2 | 49.2% Needs Improvement | SPNM60TB | ACCESS | Call was closed with no actual resolution. Customer's underlying issue remains unaddressed. |
| #LTS00135305INBOUND↩ cb | 2026-06-30 | — | 2.1 | 2 | 2 | 3 | 52.6% Needs Improvement | WHW03 | CONNECTIVITY | Continue troubleshooting — recommend full factory reset of all nodes or replacement of the problematic child node; escalate if issue persists. |
| #LTS00135305OUTBOUND↩ cb | 2026-06-30 | — | 2.8 | 1 | 2 | 2 | 60.4% Needs Improvement | WHW03 | CONNECTIVITY | Nodes paired successfully; Wi-Fi name and password updated; customer confirmed network is working. |
| #TE00135341INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 2 | 60.6% Needs Improvement | MBE7000 | SETUP | Escalated to Level-2 technician; callback scheduled within an hour. |
| #LTS00135365INBOUND | 2026-06-30 | — | 3.7 | 5 | 3 | 4 | 87.2% Meets / Exceeds | WHW03 | SETUP | Node appeared online; agent will email receipt request for warranty update and suggested speed test. |
| #LTS00135377INBOUND | 2026-06-30 | — | 2 | 2 | 2 | 2 | 82.8% Developing | WHW03 | SETUP | Primary node is online; customer instructed to retry 5-press pairing or add the child node via the web interface later. Agent offered to email the instructions and mentioned paid support. |
| #LTS00135374INBOUND | 2026-06-30 | — | 1.8 | 4 | 1 | 2 | — | MR8300 | CONNECTIVITY | Agent promised to resend the email again; no confirmation of receipt was obtained, and no case or escalation was initiated. |
| #LTS00135387INBOUND↩ cb | 2026-06-30 | — | 3.5 | 3 | 3 | 3 | 86.1% Meets / Exceeds | MX6200 | CONNECTIVITY | Node is now solid white and functioning; no further steps required. |
| #LTS00135387OUTBOUND↩ cb | 2026-06-30 | — | 1.8 | 4 | 2 | 1 | 43.5% Needs Improvement | MX6200 | CONNECTIVITY | HomeKit integration toggle attempted; nodes returned to solid blue. No verification of success or next steps provided. |
| #LTS00135387OUTBOUND↩ cb | 2026-06-30 | — | 2.1 | 2 | 2 | 3 | 66.7% Needs Improvement | MX6200 | CONNECTIVITY | Monitor ping test for 24 hours; await LTS follow-up; customer will be emailed detailed instructions. |
| 6f95ede4-74c0-11f1-b16a-42010a623f91INBOUND | 2026-06-30 | — | 2 | 2 | 2 | 2 | 57.0% Needs Improvement | MX6200 | CONNECTIVITY | Agent advised trying the web interface to add the nodes; no confirmed resolution. |
| #LTS00135524INBOUND↩ cb | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 26.3% Needs Improvement | RE9000 | SETUP | Escalate to Level-2 technician; request receipt for warranty verification; advise customer to verify 2.4 GHz network is enabled on router. |
| #TE00135544INBOUND↩ cb | 2026-07-01 | — | 1.8 | 1 | 2 | 2 | 68.3% Needs Improvement | E8450 | ACCESS | Case escalated to Level-2 technician; callback scheduled. |
| #LTS00135524INBOUND↩ cb | 2026-07-01 | — | 1.2 | 1 | 2 | 2 | 17.6% Needs Improvement | RE9000 | SETUP | Call ended without resolution. Node remains unpaired. Customer needs to be informed of incompatibility and advised to return or replace the WHW01P with a compatible model. |
| #LTS00108391 | 2026-07-02 | — | 2.3 | 3 | 2 | 2 | — | MX6200 | CONNECTIVITY | Agent will email customer and request purchase receipt for warranty replacement; no immediate fix provided. |
| #LTS00135637INBOUND | 2026-07-02 | — | 1.3 | 1 | 2 | 3 | 34.2% Needs Improvement | EA8300 | SETUP | None provided — agent ended call after giving incorrect instructions. |
| #LTS00135651INBOUND | 2026-07-02 | — | 2.4 | 3 | 2 | 3 | 69.8% Needs Improvement | MX2000 | ACCESS | No successful resolution. Advised to try a different password but no verification performed. No escalation or follow-up scheduled. |
| #LTS00135669INBOUND | 2026-07-02 | — | 2.8 | 5 | 2 | 3 | 85.6% Meets / Exceeds | WHW03 | CONNECTIVITY | Customer to reset child nodes and complete mesh setup; follow‑up email sent with detailed instructions. |
| #LTS00135678INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | ACCESS | None confirmed. Email instructions promised but not verified as sent or effective. |
| #LTS00135387INBOUND↩ cb | 2026-07-02 | — | 3.6 | 5 | 2 | 2 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Advised that the device is out of warranty and no replacement is available; suggested upgrading to a new system. |
| #LTS00135694INBOUND↩ cb | 2026-07-02 | — | 3.3 | 3 | 3 | 3 | 73.1% Developing | WHW01 | SETUP | Internet restored; customer confirmed connectivity. Offered paid-support option for future issues. |
| #LTS00135694OUTBOUND↩ cb | 2026-07-02 | — | 4 | 5 | 3 | 3 | — | WHW01 | SETUP | Customer will consider the recommended models and purchase a new router. Agent provided guidance on initial setup. |
| #LTS00135699INBOUND | 2026-07-02 | — | 1 | 1 | 1 | 1 | 9.8% Needs Improvement | EA8300 | CONNECTIVITY | Agent claimed they would send setup instructions via email, but the email address provided was garbled and invalid. |
| #TE00135544INBOUND↩ cb | 2026-07-02 | — | 2.8 | 5 | 2 | 2 | 31.4% Needs Improvement | E8450 | ACCESS | Technician will contact customer by email and phone after completing device testing. |
| #LTS00135774INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 60.1% Needs Improvement | WHW03 | CONNECTIVITY | Customer told to use router password to access the app; no confirmation of success. |
| #LTS00135816INBOUND | 2026-07-03 | — | 3 | 3 | 2 | 3 | 41.7% Needs Improvement | SPNM60CF | ACCESS | Factory reset completed; admin access restored; 2.4 GHz and 5 GHz networks separated via Quick-Setup for Ring doorbell compatibility. |
| #LTS00135848INBOUND | 2026-07-03 | — | 2.8 | 3 | 2 | 3 | 32.5% Needs Improvement | WHW03 | CONNECTIVITY | Agent recommended purchasing new Atlas Wi-Fi 6 mesh routers/nodes as the red node appears dead. |