Coaching Summary
Performance shows developing skills with strengths in technical execution but needs improvement in initial device verification and documentation accuracy.
Tends to skip initial product and warranty verification, leading to incomplete troubleshooting and follow-up requirements.
Key calls: #GI00084218
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.4 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 81.75% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 3.12 |
| Technical Accuracy | 5.0 |
| Communication | 3.75 |
| Customer Ownership | 5.0 |
| Escalation Judgment | — |
| Customer Experience | 4.29 |
- Partial Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Failed to ask for or confirm the product model number at the start of the call.
#GI00084218 · call 958c8228-74cb-11f1-aa8c-42010a62006f
improvement
Did not verify firmware version or warranty status before proceeding.
#GI00084218 · call 958c8228-74cb-11f1-aa8c-42010a62006f
improvement
Provided an incorrect email address (lynksys.com) for diagnostics.
#GI00084218 · call 958c8228-74cb-11f1-aa8c-42010a62006f
improvement
Did not address the customer's change of the router LAN IP address ([REDACTED_PHONE]).
#GI00084218 · call 958c8228-74cb-11f1-aa8c-42010a62006f
Call Handling Findings
- Product Model VerificationAlways confirm the exact product model (e.g., MX5500) and firmware version at the beginning of the call to tailor troubleshooting accurately.
- Firmware and Warranty CheckAt the start of each call, confirm the product model, check the firmware version against the latest KB, and verify warranty status to guide appropriate troubleshooting paths.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You effectively guided the customer through a complete power-cycle and set a clear next-step for testing — that structured approach is a strong foundation for resolving connectivity issues.
2
When a customer reports connectivity problems, how do you currently confirm the exact product model and firmware version at the start of the call?
3
What process do you follow to verify warranty status before diving into advanced troubleshooting steps?
4
Can you share your approach for handling situations where a customer has changed their router's LAN IP address during a support call?
5
How do you ensure the email addresses you provide for diagnostics are correct and accessible to the customer?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00084218INBOUND | 2026-06-30 | — | 2.4 | 3 | 2 | 3 | 81.8% Developing | MX5500 | CONNECTIVITY | Customer will run a continuous ping test overnight and will receive a callback tomorrow at 9 AM EST to review results. |