Coaching Summary
Needs Improvement
Inconsistent technical accuracy and protocol adherence leading to unresolved issues
Key calls: #LTS00135193, #LTS00135219, #PR00134557
Risk Flags
Critical Dimension Below Threshold
Any call with accuracy < 2.5 OR protocol < 2.0
ExampleCall 07adc846-73e4-11f1-b9dc-42010a623f91 had accuracy 1 and protocol 2
Correct behavior: Follow KB troubleshooting steps and escalate when L1 ceiling is reached
Impact: Potential misdiagnosis and unresolved issues
Related: #LTS00135193
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.42 | 22 |
| Technical Accuracy | 2.64 | 22 |
| Protocol | 1.77 | 22 |
| Communication | 2.23 | 22 |
V2 Rubric (Shadow Grading)
V2 overall: 27.15% across 21 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.34 |
| Technical Accuracy | 1.43 |
| Communication | 1.67 |
| Customer Ownership | 2.03 |
| Escalation Judgment | 2.0 |
| Customer Experience | 1.22 |
- Unresolved: 13
- Partial Resolution: 3
- Successful Resolution: 3
- Appropriate Escalation: 1
- Ownership Gap: 1
Score Diagnostics
Based on 22 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed that support for the EA7500 ended in 2025 — KB confirms EA7500 is legacy but still supported with available firmware
#LTS00135193 · call 07adc846-73e4-11f1-b9dc-42010a623f91
improvement
Failed to provide the correct local access URL (http://[REDACTED_PHONE] or http://myrouter.local) despite it being standard procedure for EA Series routers
#LTS00135193 · call 07adc846-73e4-11f1-b9dc-42010a623f91
Call Handling Findings
- Technical AccuracyVerify router specifications before providing technical guidance.
Calibration Notes
- Short call (498s) with overall score 1.9 but technical accuracy 0.938 - needs human review for scoring consistency
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your mesh node pairing guidance was spot-on in several calls this week—let's discuss how we can maintain that consistency while improving technical accuracy on impedance and support lifecycle questions.
2
When you encounter a connectivity issue, what steps do you take to verify WAN connectivity before proceeding with troubleshooting?
3
How can we better ensure we collect complete device information (model, serial, warranty) on every call to avoid protocol breaches?
4
Let's review the calls where we provided incorrect technical information and develop a verification checklist for future interactions.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135193INBOUND | 2026-06-29 | — | 1.9 | 1 | 2 | 2 | 4.2% Needs Improvement | EA7500 | CONNECTIVITY | None provided. Agent withdrew support due to alleged end of support. |
| f1e82480-73e7-11f1-998d-42010a62006fINBOUND | 2026-06-29 | — | 2.8 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW03 | HARDWARE | Node now shows green; customer reports network appears functional. |
| #LTS00135219INBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 29.2% Needs Improvement | WHW03 | CONNECTIVITY | Sent self‑help guide for node reconnection; customer to try the steps and call back if the problem persists. |
| #LTS00135124INBOUND | 2026-06-29 | — | 2.3 | 3 | 2 | 2 | 44.4% Needs Improvement | MX2000 | CONNECTIVITY | Ticket LTS00135124 created; advised customer to contact ISP or TV support. No technical resolution provided. |
| 8c3d2ffe-73fb-11f1-bb3f-42010a62006fINBOUND | 2026-06-29 | — | 2.8 | 4 | 2 | 2 | 0.0% Needs Improvement | WHW03 | HARDWARE | Agent offered to email a self‑help guide; no technical fix was applied. |
| #LTS00135231INBOUND | 2026-06-29 | — | 2.5 | 4 | 1 | 2 | 10.4% Needs Improvement | E7350 | CONFIGURATION | Agent offered to email a step-by-step reset guide (not yet sent). |
| #LTS00135322INBOUND | 2026-06-30 | — | 3 | 4 | 3 | 3 | 21.7% Needs Improvement | E5400 | CONNECTIVITY | Customer declined paid support and decided to return the device. |
| #LTS00135301INBOUND | 2026-06-30 | — | 2.6 | 4 | 2 | 2 | 93.8% Meets / Exceeds | SPNMX57CF | SETUP | Node remains in onboarding; advised to wait a few minutes for sync and to monitor the web UI for completion. |
| #LTS00135369INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 3 | 25.3% Needs Improvement | LN1100 | CONNECTIVITY | Customer was advised to contact the garage opener manufacturer for device-specific troubleshooting; a ticket reference will be emailed. |
| #LTS00135515INBOUND | 2026-07-01 | — | 2 | 2 | 2 | 2 | 21.4% Needs Improvement | MX4200 | CONNECTIVITY | Ticket 00135515 opened; advise customer to await further support or schedule on-site technician. |
| #LTS00135539INBOUND | 2026-07-01 | — | 2.8 | 1 | 2 | 3 | 29.2% Needs Improvement | RE6300 | CONFIGURATION | Agent will email the customer a setup guide for the RE6300 extenders. |
| #LTS00135546INBOUND | 2026-07-01 | — | 2.8 | 2 | 2 | 2 | 9.9% Needs Improvement | MR9000 | CONNECTIVITY | Agent will email a generic troubleshooting guide. |
| #LTS00135563INBOUND | 2026-07-01 | — | 2.9 | 3 | 2 | 2 | 65.6% Needs Improvement | MR8300 | CONNECTIVITY | Wi-Fi restored; devices reconnect automatically. No further steps needed. |
| #PR00134557INBOUND↩ cb | 2026-07-02 | — | 1 | 1 | 1 | 1 | — | Unclassified | not_fixed | |
| #PR00134557INBOUND↩ cb | 2026-07-02 | — | 2.5 | 4 | 1 | 2 | 50.5% Needs Improvement | HARDWARE | Escalate to Level 2 support; customer to provide official Amazon invoice for purchase verification. | |
| #LTS00135797INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 16.7% Needs Improvement | MR8300 | CONNECTIVITY | Customer advised to contact credit-card provider; no technical resolution or valid next step provided. |
| #LTS00135804INBOUND | 2026-07-03 | — | 2.2 | 4 | 2 | 2 | 0.0% Needs Improvement | EA9300 | SETUP | Customer told to look for the default password on the router; no verification of success or alternative path provided. |
| #LTS00124287INBOUND | 2026-07-03 | — | 3.8 | 5 | 3 | 4 | 71.8% Developing | MX5500 | CONNECTIVITY | All nodes now show solid blue; Wi-Fi is functioning. No further action required. |
| #LTS00135836INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 45.8% Needs Improvement | WHW03 | CONFIGURATION | Advised to change Wi-Fi and admin passwords in the app; no confirmation of change. |
| #LTS00135841INBOUND | 2026-07-03 | — | 2.8 | 3 | 2 | 2 | 0.0% Needs Improvement | EA8250 | ACCESS | Agent will email a password‑recovery guide to the customer. |
| #LTS00135848INBOUND | 2026-07-03 | — | 1.3 | 1 | 1 | 2 | 30.4% Needs Improvement | WHW03 | CONNECTIVITY | Agent advised the customer to call back after receiving the new router, with no correct guidance or self-help resources provided. |
| #LTS00135867INBOUND | 2026-07-03 | — | 2.8 | 4 | 2 | 3 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Offered to email a step-by-step guide for adding a child node; no troubleshooting performed. |