Coaching Summary
Performance shows needs improvement with low accuracy and unresolved issues dominating the week.
A pattern of incorrect technical guidance and incomplete information collection led to unresolved cases and customer frustration.
Key calls: #LTS00135702, #LTS00135702, #LTS00135873
Risk Flags
CONNECTIVITY issues remained unresolved across multiple calls this week.
Correct behavior: When encountering CONNECTIVITY issues with mesh nodes, verify LED states against KB, attempt standard pairing procedures, and escalate if hardware fault is suspected.
Impact: Customers experienced prolonged downtime and had to call back due to unresolved issues.
Related: #LTS00135702, #LTS00135702, #LTS00135702
Call had accuracy score of 1 and protocol score of 1, indicating severe performance issues.
Correct behavior: Adhere to KB guidelines for technical information and follow established protocols for troubleshooting and escalation.
Impact: Customer received incorrect information, leading to frustration and unresolved issue.
Related: #LTS00135702
Call had accuracy score of 1, indicating severe performance issues.
Correct behavior: Verify product capabilities against KB before making definitive statements; use cautious language when uncertainty exists.
Impact: Customer received incorrect information about product support options.
Related: #LTS00135873
Multiple calls ended with operational_closure_status of abandoned_or_vague without clear next steps.
Correct behavior: When issues remain unresolved, set a callback, initiate escalation, or provide clear next steps before ending the call.
Impact: Customers left without clear resolution path, leading to potential repeat calls.
Related: #LTS00135702, #LTS00135702, #LTS00135873
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.85 | 4 |
| Technical Accuracy | 1.5 | 4 |
| Protocol | 1.75 | 4 |
| Communication | 2.25 | 4 |
V2 Rubric (Shadow Grading)
V2 overall: 47.74% across 3 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.71 |
| Technical Accuracy | 2.4 |
| Communication | 2.5 |
| Customer Ownership | 3.21 |
| Escalation Judgment | 0.0 |
| Customer Experience | 2.38 |
- Partial Resolution: 2
- Unresolved: 1
Score Diagnostics
Based on 4 calls reviewed this week.
Technical Findings
Call Handling Findings
- Technical AccuracyReference KB articles for LED meanings, reset steps, and product capabilities before providing guidance; verify claims with the customer.
- Information CollectionCollect product model, serial number, and warranty status within the first 2 minutes of every call.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135702INBOUND↩ cb | 2026-07-02 | — | 1.4 | 1 | 1 | 2 | 53.3% Needs Improvement | WHW03 | CONNECTIVITY | Advised that the nodes appear defective and suggested upgrading to a newer mesh system; no further technical fix was achieved. |
| #LTS00135702INBOUND↩ cb | 2026-07-02 | — | 2 | 2 | 2 | 2 | 58.2% Needs Improvement | CONNECTIVITY | Recommend verifying that all mesh nodes are online (no red LEDs), ensure the SSID is not hidden, forget the network on the phone and manually re-enter the SSID and password, and if the problem persists perform a factory reset of the parent node and re-add child nodes. Schedule a follow-up call if needed. | |
| #LTS00135702OUTBOUND↩ cb | 2026-07-02 | — | 2 | 2 | 2 | 2 | 31.7% Needs Improvement | CONNECTIVITY | Agent advised manual reconnection and creation of a separate 2.4 GHz SSID but did not walk the customer through the router UI; no further action was scheduled. | |
| #LTS00135873INBOUND | 2026-07-03 | — | 2 | 1 | 2 | 3 | — | VLP-21 | CONFIGURATION | Agent will send an email with unspecified instructions for adding a child node. |