Coaching Summary
Declining performance with unresolved connectivity issue and compliance violation this week.
Inconsistent troubleshooting execution and incomplete information collection leading to unresolved cases.
Key calls: #LTS00007359
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.7 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Agent provided incorrect support hours, violating compliance guidelines. Correct hours are 8am–11pm EST Mon–Fri per KB.
#LTS00007359 · call 18284a9c-73c2-11f1-96ae-42010a5a3f8a
improvement
Failed to collect essential device information (serial number, warranty status), preventing proper diagnostics and compliance checks.
#LTS00007359 · call 18284a9c-73c2-11f1-96ae-42010a5a3f8a
improvement
Did not follow standard troubleshooting flow (power-cycle, LED status check, full reset) for MX2000 connectivity issue, leaving problem unresolved.
#LTS00007359 · call 18284a9c-73c2-11f1-96ae-42010a5a3f8a
improvement
Call ended without confirming whether moving the extender and resetting resolved the frequent disconnects, increasing callback risk.
#LTS00007359 · call 18284a9c-73c2-11f1-96ae-42010a5a3f8a
Call Handling Findings
- Device Information CollectionCollect serial number, warranty status, and other essential device details at the beginning of every call.
- Troubleshooting Procedure CompletionSystematically complete the full troubleshooting checklist for connectivity issues, including power-cycle, LED status verification, and full reset procedures.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly identified the RE6500 model, which is a strength. How can we ensure we capture all essential device details like serial numbers at the start of every call?
2
In #LTS00007359, what specific steps could you take to confirm the fix worked before ending the call?
3
Our standard connectivity troubleshooting includes power-cycle and LED checks. How can you integrate these steps more consistently?
4
The support hours provided were inaccurate, impacting compliance. What process will you use to verify policy information before sharing it with customers?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00007359 | 2026-06-29 | — | 1.7 | 3 | 2 | 1 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Customer advised to relocate the extender and reset it; no confirmation of fix was obtained. |