Coaching Summary
Performance is inconsistent with one resolved call scoring 3.3 and another unresolved at 2.8, showing room for improvement in technical execution.
Tends to provide high-level guidance without executing or verifying full troubleshooting procedures on mesh-related issues.
Key calls: #LTS00135238, #LTS00135789
Risk Flags
Protocol Violation
Protocol score of 2.0 or below observed in 1 of 2 calls this week
ExampleCall ac0d1c1a-76f1-11f1-a0a2-42010a623f91 scored protocol 2.0 due to inadequate troubleshooting documentation and closure without verification
Correct behavior: Follow documented troubleshooting flow, verify each step with customer, and document outcomes fully before closure
Impact: Increased risk of unresolved issues and repeat contacts due to incomplete troubleshooting
Related: #LTS00135789
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 3.05 | 2 |
| Technical Accuracy | 3.5 | 2 |
| Protocol | 2.5 | 2 |
| Communication | 3.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 33.2% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.62 |
| Technical Accuracy | 1.25 |
| Communication | 1.88 |
| Customer Ownership | 3.0 |
| Escalation Judgment | 5.0 |
| Customer Experience | 2.14 |
- Unresolved: 2
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to follow full Velop child-node pairing procedure (e.g., 5-press or Pair button method) as documented in velop_child_node_setup.md and universal_mesh_node_management.md.
#LTS00135238 · call 3e75383c-7402-11f1-845f-42010a62006f
improvement
Incorrectly framed bridge mode as the solution without first diagnosing whether the device could obtain internet in router mode.
#LTS00135789 · call ac0d1c1a-76f1-11f1-a0a2-42010a623f91
improvement
Failed to run standard connectivity troubleshooting (LED check, reset, WAN test).
#LTS00135789 · call ac0d1c1a-76f1-11f1-a0a2-42010a623f91
improvement
Did not verify the customer could access the router UI (myrouter.local or [REDACTED_PHONE]).
#LTS00135789 · call ac0d1c1a-76f1-11f1-a0a2-42010a623f91
Call Handling Findings
- Incomplete mesh troubleshootingSystematically verify product model, check LED states, confirm firmware versions, and execute full pairing procedures (e.g., 5-press or Pair button method) before closing.
- Vague guidance without verificationDeliver clear, sequential steps and confirm each stage with the customer before proceeding to next actions.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did an excellent job collecting complete customer information in both calls, which is critical for accurate support. Can you share how you approach verifying product details before proceeding with troubleshooting?
2
In #LTS00135238, the call ended without confirming the reset outcome. What steps could we add to ensure we validate each action before closure?
3
When suggesting configurations like bridge mode in #LTS00135789, how might we structure the guidance to include verification points and fallback options?
4
Let's review the mesh pairing documentation together and identify key steps to incorporate into every WHW01 connectivity call.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135238INBOUND | 2026-06-29 | — | 3.3 | 4 | 3 | 3 | 55.6% Needs Improvement | WHW01 | CONNECTIVITY | Agent will email detailed reset and node-addition instructions to the customer. |
| #LTS00135789INBOUND | 2026-07-03 | — | 2.8 | 3 | 2 | 3 | 10.8% Needs Improvement | WHW01 | CONNECTIVITY | Agent will email the customer links to articles on bridge-mode setup and access-point configuration. |