Coaching Summary
Poor performance with severe accuracy and protocol scores on all handled calls
Consistent provision of incorrect technical guidance and incomplete troubleshooting sequences
Key calls: #LTS00078628
Risk Flags
Critical dimension below threshold
Delivered incorrect technical guidance with accuracy score 1.0 and protocol score 1.0 on the only call
ExampleProvided wrong router IP address [REDACTED_PHONE] and default admin/admin credentials for E9450 model
Correct behavior: Consult KB for model-specific default credentials and verify WAN connectivity before router configuration
Impact: Customer unable to resolve connectivity issue, requiring repeat call
Related: #LTS00078628
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.1 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Provided incorrect router IP address [REDACTED_PHONE] — violates ACCURACY and PROTOCOL
#LTS00078628 · call c197fdfa-7540-11f1-ae5e-42010a663f85
improvement
Instructed use of default admin/admin credentials — factually wrong per KB; E9450 has unique default password
#LTS00078628 · call c197fdfa-7540-11f1-ae5e-42010a663f85
improvement
Failed to verify modem WAN status or ISP connectivity before router troubleshooting — violates troubleshooting flow
#LTS00078628 · call c197fdfa-7540-11f1-ae5e-42010a663f85
Call Handling Findings
- Technical accuracyVerify model-specific default credentials and confirm WAN connectivity before router configuration changes
- Consistent guidanceMaintain consistent instructions throughout a troubleshooting sequence
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your patient approach with the frustrated customer in #LTS00078628 was commendable — let's build on that strength.
2
When guiding customers through router configuration, how do you currently verify the correct model-specific default credentials?
3
What steps do you take to confirm modem WAN connectivity before starting router troubleshooting?
4
How can we ensure your troubleshooting steps remain consistent throughout a call to avoid contradictory instructions?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00078628 | 2026-07-01 | — | 1.1 | 1 | 1 | 2 | — | SPNMX55GC | CONFIGURATION | None provided. Call ended without confirmed fix or clear next steps. |