Coaching Summary
Performance trending downward due to accuracy and protocol inconsistencies.
Tends to skip foundational diagnostics (modem test) and makes unsupported product claims.
Key calls: #LTS00135249, #LTS00135256, #PR00135069
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 on 3 calls this week
ExampleOn #LTS00135249, accuracy score 2 despite claiming EA6350 unsupported.
Correct behavior: Accurately reference KB for model support status; avoid unsupported claims.
Impact: Misled customer about support options, causing frustration.
Related: #LTS00135249, #LTS00135428, #LTS00135441
Escalated but unresolved
Escalated cases lacking follow-up documentation
ExampleOn #PR00135069, RMA initiated but no post-escalation documentation.
Correct behavior: Document L2 resolution steps and customer confirmation.
Impact: Risk of repeated escalations for same issue.
Related: #PR00135069
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.96 | 33 |
| Technical Accuracy | 3.27 | 33 |
| Protocol | 2.42 | 33 |
| Communication | 2.88 | 33 |
V2 Rubric (Shadow Grading)
V2 overall: 52.1% across 32 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.45 |
| Technical Accuracy | 2.62 |
| Communication | 3.16 |
| Customer Ownership | 3.52 |
| Escalation Judgment | 3.2 |
| Customer Experience | 2.38 |
- Partial Resolution: 12
- Successful Resolution: 7
- Unresolved: 7
- Ownership Gap: 4
- Appropriate Escalation: 2
Score Diagnostics
Based on 33 calls reviewed this week.
Technical Findings
improvement
Incorrectly claimed EA6350 is end-of-life; KB confirms paid support availability.
#LTS00135249 · call dba7cb18-7413-11f1-8165-42010a623f91
improvement
Skipped modem test before recommending hardware replacement on connectivity outage.
#LTS00135256 · call 4c777a1a-741d-11f1-aec9-42010a623f91
strength
Accurately identified hardware fault on MBE7000 after systematic troubleshooting.
#PR00135069 · call ccf02464-7376-11f1-96c2-42010a663f85
improvement
Provided unsupported 5-press pairing guidance for EA650 (contradicts KB).
#LTS00135428 · call ef18e5fa-74d7-11f1-8a85-42010a62006f
Call Handling Findings
- Incorrect Product Support ClaimsVerify model support status via KB before informing customers; offer paid support where applicable.
- Incomplete TroubleshootingAlways perform modem test and power-cycle as first steps for connectivity issues.
Calibration Notes
- High overall score (2.8) but technical accuracy concerns; needs review of hardware fault identification process.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your ability to identify hardware faults on MBE7000 devices is a clear strength—let’s discuss how to maintain that accuracy while improving protocol adherence.
2
When you mentioned the EA6350 was unsupported, what KB article did you reference? Let’s review the correct process for verifying model support.
3
Can we walk through the modem-test step together for the next connectivity case? This foundational check prevents many escalations.
4
How do you feel about documenting L2 resolution steps after escalations? Let’s practice capturing those details to improve handoffs.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #PR00135069INBOUND | 2026-06-29 | — | 2.8 | 5 | 5 | 4 | 84.9% Developing | MBE7000 | HARDWARE | Open RMA – email receipt and serial number to customer, await confirmation, and call back with update. |
| #LTS00135249INBOUND | 2026-06-29 | — | 2.8 | 2 | 1 | 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Customer to test the modem connection and perform a factory reset; if still no internet, consider replacing the router. |
| #LTS00135252INBOUND | 2026-06-30 | — | 4.4 | 5 | 3 | 4 | 93.5% Meets / Exceeds | E5400 | NO TROUBLESHOOTING NEEDED | Access the router settings via a web browser at http://192.168.1.1 using the router admin password. |
| #LTS00135256INBOUND | 2026-06-30 | — | 1.7 | 2 | 2 | 2 | 3.8% Needs Improvement | E2500 | CONNECTIVITY | Agent recommended purchasing a new MX6200 router; no technical resolution or actionable next steps provided for current device. |
| 3d34d398-7429-11f1-9726-42010a623f91INBOUND | 2026-06-30 | — | 2.8 | 3 | 2 | 3 | 33.2% Needs Improvement | MAX-STREAMAC1750 | ACCESS | Factory reset advised; customer declined to proceed. |
| #LTS00135417INBOUND | 2026-06-30 | — | 3.4 | 2 | 4 | 4 | 77.1% Developing | MX2000 | NO TROUBLESHOOTING NEEDED | Informed customer that Atlas 6 nodes are the same MX2000 model and can be mixed with existing Velop; no further action needed. |
| #LTS00135421INBOUND | 2026-06-30 | — | 4.2 | 4 | 3 | 4 | 87.5% Meets / Exceeds | WHW03 | CONNECTIVITY | Nodes successfully re-paired and firmware updated; issue resolved. |
| #LTS00135425INBOUND | 2026-06-30 | — | 2.8 | 4 | 3 | 3 | 65.1% Needs Improvement | E5400 | CONNECTIVITY | Advised customer to check 2.4GHz band for better range, reset TV network settings, check for firmware updates, and contact TV manufacturer for further assistance. |
| #LTS00135428INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 2 | 5.6% Needs Improvement | EA6350 | CONNECTIVITY | Agent recommended purchasing a new router; no confirmed fix achieved. |
| #LTS00135429INBOUND | 2026-06-30 | — | 2.8 | 4 | 2 | 3 | 64.0% Needs Improvement | EA8300 | CONNECTIVITY | Sent KB article guide for factory reset to customer's email (Paloma858@yahoo.com). |
| #LTS00135431INBOUND | 2026-06-30 | — | 2.8 | 4 | 2 | 3 | 53.9% Needs Improvement | WHW03 | SETUP | Sent setup guide article to customer's email. |
| #GI00135435INBOUND | 2026-06-30 | — | 1.8 | 1 | 1 | 3 | 37.5% Needs Improvement | ACCESS | Customer will attempt local access and password reset on their own. | |
| #LTS00135439INBOUND | 2026-07-01 | — | 2.8 | 2 | 3 | 3 | 83.5% Developing | E7350 | NO TROUBLESHOOTING NEEDED | Customer to access the router via a web browser at http://192.168.1.1 and manage settings (SSID, password, 2.4 GHz band, etc.). |
| #LTS00135441INBOUND | 2026-07-01 | — | 2.8 | 2 | 2 | 3 | 25.1% Needs Improvement | EA7300 | CONNECTIVITY | Agent will email a KB article with instructions for logging into the router and checking firmware/port status; customer will attempt the steps independently. |
| #LTS00135444INBOUND | 2026-07-01 | — | 2.3 | 3 | 2 | 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Agent advised verifying modem connectivity directly and promised a ticket number (not provided). |
| #LTS00135447INBOUND | 2026-07-01 | — | 2.8 | 3 | 2 | 2 | 58.9% Needs Improvement | EA7450 | ACCESS | Customer to perform the factory reset and log in using the default admin password; if still unable, consider further assistance or escalation. |
| #LTS00135450INBOUND | 2026-07-01 | — | 2.8 | 3 | 2 | 2 | 50.1% Needs Improvement | EA7200 | CONNECTIVITY | Suggested contacting Roku support for TV‑specific help; no further action taken. |
| #LTS00135452INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 3 | 67.1% Needs Improvement | RE7350 | SETUP | Advised customer to return the extender for a replacement; provided ticket #135452. |
| #LTS00135560INBOUND | 2026-07-01 | — | 2.8 | 4 | 2 | 3 | 56.0% Needs Improvement | WHW01 | HARDWARE | Agent will email a guide for resetting the node and promoting another node as parent; customer may use local service provider for hardware diagnosis. |
| #LTS00135572INBOUND | 2026-07-01 | — | 2.2 | 2 | 2 | 3 | 48.5% Needs Improvement | EA7500 | CONNECTIVITY | Agent suggested upgrading to a newer model and offered to email a KB article; no valid resolution or escalation path provided. |
| #LTS00135587INBOUND↩ cb | 2026-07-01 | — | 3.3 | 4 | 2 | 3 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Internet connectivity restored; customer confirmed Wi‑Fi name and password updated. |
| #LTS00135577INBOUND | 2026-07-01 | — | 4.2 | 3 | 4 | 4 | — | MBE7000 | NO TROUBLESHOOTING NEEDED | Confirmed compatibility; no further action needed. |
| #LTS00135587INBOUND↩ cb | 2026-07-02 | — | 3.3 | 4 | 3 | 2 | 73.6% Developing | WHW03 | CONNECTIVITY | Node appeared to join mesh and was renamed; customer instructed to relocate node. Final connectivity not explicitly confirmed. |
| #LTS00135590INBOUND | 2026-07-02 | — | 2.8 | 3 | 2 | 2 | 17.9% Needs Improvement | EA6500 | CONNECTIVITY | Agent promised to email a KB article on how to log into the router and verify device connections. |
| #LTS00135591INBOUND | 2026-07-02 | — | 2.8 | 2 | 2 | 3 | 63.1% Needs Improvement | RE6300 | SETUP | Customer to perform the reset, connect to the default extender SSID, and follow the emailed guide. |
| #LTS00135594INBOUND | 2026-07-02 | — | 2.7 | 4 | 2 | 3 | 80.7% Developing | MR7350 | CONFIGURATION | Provided password reset steps and navigation guidance; no confirmation of success. |
| #LTS00135688INBOUND | 2026-07-02 | — | 4.6 | 5 | 4 | 4 | 97.6% Meets / Exceeds | MR8300 | CONNECTIVITY | Internet restored after modem reset; advise customer to monitor and contact ISP if issue recurs. |
| #LTS00135711INBOUND↩ cb | 2026-07-02 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | EA8300 | CONNECTIVITY | None – call ended without any guidance. |
| #LTS00135711INBOUND↩ cb | 2026-07-02 | — | 2.6 | 4 | 2 | 2 | 3.8% Needs Improvement | EA8300 | CONNECTIVITY | No resolution provided; further troubleshooting required. |
| #LTS00135721INBOUND | 2026-07-02 | — | 3.4 | 4 | 3 | 3 | 91.9% Meets / Exceeds | EA7200 | CONNECTIVITY | Router reset and Wi-Fi re-configuration completed; printer now prints, indicating network restored. |
| #LTS00135597INBOUND | 2026-07-03 | — | 3.2 | 3 | 2 | 3 | 84.4% Developing | WHW03 | CONNECTIVITY | Node successfully paired; customer confirmed connectivity. |
| #LTS00135735INBOUND↩ cb | 2026-07-03 | — | 2.2 | 2 | 3 | 3 | 82.6% Developing | WHW03 | CONNECTIVITY | Attempted reset and five-press pairing; some nodes still red. Recommend WAN test at modem and possible escalation. |
| #LTS00135735OUTBOUND↩ cb | 2026-07-03 | — | 4.5 | 5 | 3 | 4 | 76.4% Developing | WHW03 | CONNECTIVITY | Node successfully re-added to mesh; internet connectivity restored. No further steps needed. |