Coaching Summary
Performance shows technical accuracy and protocol compliance concerns despite strong ownership in some cases.
Inconsistent technical knowledge leading to factual errors and protocol breaches, particularly around mesh networking features and payment handling.
Key calls: #TE00128685, #TE00076387, #LTS00135710
Risk Flags
Critical dimension threshold breach
Accuracy score below 2.5 in 2 calls this week, indicating fundamental technical knowledge gaps.
ExampleCall #TE00128685: Provided factually incorrect information about DDNS support on MX2000 mesh routers.
Correct behavior: Verify feature support against current KB before responding; confirm router model/serial number first.
Impact: Customer was misinformed and abandoned support after being told DDNS was unavailable on their MX2000.
Related: #TE00128685
PCI protocol violation
Captured credit card number without justification in call #TE00076387, violating payment card industry data security standards.
ExampleAgent requested and captured credit card details without any paid support context or justification.
Correct behavior: Never capture payment details without explicit paid support context and PCI-compliant procedures.
Impact: Exposed customer to potential fraud and violated compliance requirements.
Related: #TE00076387
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.63 | 7 |
| Technical Accuracy | 3.43 | 7 |
| Protocol | 2.29 | 7 |
| Communication | 2.57 | 7 |
V2 Rubric (Shadow Grading)
V2 overall: 50.19% across 6 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.71 |
| Technical Accuracy | 1.82 |
| Communication | 1.88 |
| Customer Ownership | 3.8 |
| Escalation Judgment | 3.33 |
| Customer Experience | 1.85 |
- Successful Resolution: 3
- Unresolved: 3
Score Diagnostics
Based on 7 calls reviewed this week.
Technical Findings
improvement
Provided factually incorrect information about DDNS support on MX2000 mesh routers, contradicting KB documentation.
#TE00128685 · call 44fed018-73cc-11f1-84a7-42010a62006f
improvement
Captured credit card number without justification or paid support context, violating PCI protocol.
#TE00076387 · call 5ff9abc8-7646-11f1-b861-42010a660053
improvement
Provided incorrect default admin password ('admin') for Linksys routers, which is not the actual default.
#TE00128685 · call 1941e09e-73ec-11f1-890e-42010a62006f
improvement
Conflated 5-press pairing method with factory reset procedure, providing incorrect technical guidance.
#TE00076387 · call 5ff9abc8-7646-11f1-b861-42010a660053
improvement
Provided materially inaccurate estimate for firmware update duration ('24 hours') when actual duration is minutes.
#LTS00135710 · call 0e597bc2-7664-11f1-9efa-42010a660053
Call Handling Findings
- Technical accuracy breachesVerify feature support against current KB before responding, and confirm router model/serial number first.
- Protocol violationsAlways collect model/serial/warranty info upfront; never capture payment details without explicit paid support context.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you maintained excellent call control and politeness throughout your calls this week - particularly in how you handled the frustrated customer on #TE00128685. That professionalism really shines through.
2
Let's discuss the DDNS guidance you provided on #TE00128685. The KB actually does support DDNS on MX2000 via third-party services - how can we ensure we verify feature support before responding?
3
The credit card capture on #TE00076387 raised some PCI compliance concerns. What processes do we follow when payment details might be needed?
4
Your firmware update guidance on #LTS00135710 had some timing inaccuracies. How can we provide precise time estimates for procedures?
5
The missing model/serial collection on several calls impacted our ability to provide proper support. What's your process for ensuring we get this critical info upfront?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00128685INBOUND↩ cb | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 30.6% Needs Improvement | MX20WH2 | ACCESS | Agent incorrectly stated that DDNS is not supported on newer mesh routers including MX2000; no valid resolution or next step provided. |
| 2d188148-73d0-11f1-bd98-42010a62006fINBOUND | 2026-06-29 | — | 3.6 | 5 | 2 | 3 | 68.9% Needs Improvement | CONNECTIVITY | Issue resolved; both nodes solid blue and internet is working. | |
| #TE00128685INBOUND↩ cb | 2026-06-29 | — | 4 | 4 | 4 | 3 | 93.5% Meets / Exceeds | MX20WH2 | ACCESS | Mesh nodes are now functional and internet works; advise to keep nodes in their normal locations. |
| #TE00076387OUTBOUND | 2026-07-02 | — | 1.4 | 1 | 1 | 2 | 20.6% Needs Improvement | MX6200 | CONNECTIVITY | No resolution achieved. Customer should factory reset all nodes and follow the Full Mesh Network Rebuild Guide (universal_mesh_full_rebuild.md). Contact support if issue persists. |
| #TE00116070OUTBOUND | 2026-07-02 | — | 2.8 | 5 | 4 | 4 | — | MX4200 | CONNECTIVITY | Callback scheduled for tomorrow at 11:00 AM EST; agent will call the provided number. |
| #LTS00135710INBOUND↩ cb | 2026-07-02 | — | 2.6 | 4 | 2 | 2 | 32.1% Needs Improvement | RE7350 | CONNECTIVITY | Flash the latest firmware via the extender’s web interface; if the issue remains, return the unit to Amazon. |
| #LTS00135710OUTBOUND↩ cb | 2026-07-02 | — | 2.9 | 4 | 2 | 2 | 55.5% Needs Improvement | RE7350 | CONNECTIVITY | Customer reported the issue appeared improved after the manual firmware update; advised to monitor performance and consider replacement if problems return. |