Coaching Summary
Declining performance with persistent technical inaccuracies and unresolved issues.
Frequent failures in model identification and application of incorrect troubleshooting procedures.
Key calls: #LTS00059619, #LTS00012131
Risk Flags
Accuracy scored 1.0 (below 2.0 threshold) in both calls this week due to technical inaccuracies
Correct behavior: Follow KB-accurate LED guidance and perform warranty checks before stating eligibility
Impact: Customer received incorrect information about device status and support options
Related: #LTS00059619, #LTS00012131
Protocol scored 1.0 (below 2.0 threshold) in call #LTS00059619 due to missing model collection and incomplete diagnostics
Correct behavior: Collect model/serial numbers upfront and verify WAN connectivity before proceeding
Impact: Troubleshooting was generic and ineffective, leading to unresolved issue
Related: #LTS00059619
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.4 | 2 |
| Technical Accuracy | 1.0 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 32.41% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.88 |
| Technical Accuracy | 0.47 |
| Communication | 1.25 |
| Customer Ownership | 1.82 |
| Escalation Judgment | 4.5 |
| Customer Experience | 0.54 |
- Partial Resolution: 1
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
Call Handling Findings
- Technical accuracy gapsVerify device model and mesh type before applying resets; use only KB-approved procedures and avoid arbitrary values.
- Missing device validationAlways collect model/serial numbers upfront and verify WAN/modem status before router-level steps.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00059619INBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 35.1% Needs Improvement | WHW03 | CONNECTIVITY | Customer was told to power-cycle the router; paid-support option was offered but not accepted. No further guidance provided. |
| #LTS00012131INBOUND | 2026-07-01 | — | 1.5 | 1 | 2 | 2 | 29.7% Needs Improvement | MX55EC3 | NO TROUBLESHOOTING NEEDED | Escalated to Level-2 for advanced troubleshooting; pending callback. |