Coaching Summary
Declining performance this week with low accuracy and protocol scores
Inconsistent troubleshooting execution, skipping fundamental diagnostic steps and proposing unsupported solutions
Key calls: #TE00135234
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 1 of 1 calls this week
ExampleIn #TE00135234, agent skipped fundamental diagnostics and proposed unsupported beta firmware, resulting in accuracy score of 2.0
Correct behavior: Follow universal_speed_5ghz_diagnostics.md: complete ISP/modem verification before node-level troubleshooting; refer to mbe70_openwrt_router.md for supported firmware updates
Impact: Increased risk of misdiagnosis and potential instability from unsupported firmware
Related: #TE00135234
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 1 |
| Technical Accuracy | 2.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 67.36% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.19 |
| Technical Accuracy | 2.81 |
| Communication | 3.75 |
| Customer Ownership | 5.0 |
| Escalation Judgment | — |
| Customer Experience | 5.0 |
- Partial Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Skipped ISP and modem verification — fundamental troubleshooting step missing (efficiency and protocol gap).
#TE00135234 · call ebaae178-74c0-11f1-b145-42010a660053
improvement
Proposed installing non-official beta firmware not documented in KB or support policy (accuracy and protocol violation).
#TE00135234 · call ebaae178-74c0-11f1-b145-42010a660053
Call Handling Findings
- Fundamental troubleshootingAlways complete ISP/modem verification (power cycle, signal strength, basic connectivity) before proceeding to advanced troubleshooting.
- Case documentationCapture serial numbers, case numbers, and warranty details at the outset of any replacement/warranty discussion.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to set clear follow-up expectations was strong in #TE00135234 — how can we ensure we maintain that clarity while also completing all required diagnostic steps?
2
When discussing potential firmware updates, what KB resources should we consult to avoid proposing unsupported solutions?
3
What process can we follow to ensure we capture serial numbers and case details during warranty discussions?
4
How might we systematically verify ISP/modem connectivity before proceeding to mesh node troubleshooting?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00135234OUTBOUND | 2026-06-30 | — | 2.1 | 2 | 2 | 3 | 67.4% Needs Improvement | MBE7000 | CONNECTIVITY | Schedule beta-firmware installation on July 9 at 2:30 PM EST; evaluate stability; consider replacement if issue persists. |