Coaching Summary
Overall performance is trending down with low protocol scores this week.
Dominant gap is inconsistent collection of essential device information and incomplete troubleshooting documentation, leading to protocol failures.
Key calls: #GI00135050, #LTS00135424
Risk Flags
Protocol Violation
Call with protocol score below 2.0 (score=1) due to missing product model, serial number, and warranty collection, and no ticket creation.
ExampleCritical protocol failure: no collection of product model, serial number, or warranty status — essential for any support case involving device failure or compensation.
Correct behavior: Collect product model, serial number, and warranty status on every device support call, and create a HappyFox ticket before closing.
Impact: Lack of essential case information prevents proper escalation, may delay resolution, and risks non-compliance with support protocols.
Related: #GI00135050
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.77 | 3 |
| Technical Accuracy | 3.67 | 3 |
| Protocol | 1.67 | 3 |
| Communication | 3.0 | 3 |
V2 Rubric (Shadow Grading)
V2 overall: 69.78% across 3 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.85 |
| Technical Accuracy | 3.91 |
| Communication | 4.17 |
| Customer Ownership | 3.69 |
| Escalation Judgment | 0.0 |
| Customer Experience | 4.52 |
- Ownership Gap: 2
- Successful Resolution: 1
Score Diagnostics
Based on 3 calls reviewed this week.
Technical Findings
improvement
Mis-stated 'security monitor to win 4 only' at [15:00], which is technically incorrect and could confuse the customer.
#LTS00135369 · call 2707747e-755d-11f1-b77a-42010a62006f
improvement
Gave conflicting instructions about password hint—first said to skip, then said to add one, causing customer confusion.
#LTS00135369 · call 2707747e-755d-11f1-b77a-42010a62006f
improvement
Failed to verify modem connection or access the router’s admin UI for deeper diagnostics, skipping a critical step in troubleshooting intermittent disconnections.
#LTS00135424 · call 142d31e2-759c-11f1-ace6-42010a62006f
improvement
Provided only a generic ping test and did not guide the customer through parent node reboot troubleshooting, a necessary step for MX5500 mesh systems with red-blinking parent node.
#LTS00135424 · call 142d31e2-759c-11f1-ace6-42010a62006f
strength
Correctly identified and changed 2.4 GHz security mode to WPA2-Personal, appropriate for legacy devices like the garage opener, leading to successful connection.
#LTS00135369 · call 2707747e-755d-11f1-b77a-42010a62006f
Call Handling Findings
- Device Information CollectionOn every call involving device issues, ask for and document product model, serial number, and warranty status before proceeding with troubleshooting.
- Structured TroubleshootingFollow a structured troubleshooting flow: verify modem connection, check band steering/SSID separation for Wi-Fi issues, guide through node reboot if applicable, and set a clear follow-up timeframe or escalation path.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
In call #LTS00135369, you provided precise guidance to change the 2.4 GHz security mode to WPA2-Personal, which resolved the customer's connectivity issue — great technical accuracy.
2
How can we ensure we collect product model, serial number, and warranty status on every device support call, especially when discussing compensation or device failure?
3
When troubleshooting mesh connectivity issues like in #LTS00135424, what additional diagnostics (modem connection check, parent node reboot) could we incorporate before suggesting ping tests?
4
How can we provide consistent, clear instructions regarding password hints to avoid customer confusion, as seen in #LTS00135369?
5
What process can we follow to set definitive follow-up plans, including callback times or case numbers, to reduce premature callbacks like in #GI00135050?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00135050OUTBOUND | 2026-06-29 | — | 2.6 | 4 | 1 | 3 | 62.8% Needs Improvement | GENERAL INQUIRY | Agent will forward feedback to internal team and may provide an update within a day or two. | |
| #LTS00135369INBOUND | 2026-07-01 | — | 3 | 3 | 2 | 3 | 100.0% Meets / Exceeds | LN1100 | CONNECTIVITY | Customer able to join 2.4 GHz network after password change; advised to test garage opener. |
| #LTS00135424INBOUND | 2026-07-01 | — | 2.7 | 4 | 2 | 3 | 46.5% Needs Improvement | MX5500 | CONNECTIVITY | Customer to run ping test for 1–2 hours and call back with results; possible firmware reflashing to be performed later. |