Coaching Summary
Performance is improving in resolution rates but technical accuracy remains a concern with frequent diagnostic omissions and incorrect guidance.
Tends to skip upstream connectivity verification and resolution confirmation, leading to unresolved issues and escalations.
Key calls: #LTS00135221, #LTS00135184, #LTS00135206
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 9 of 30 calls this week
ExampleCall #LTS00135206: Provided incorrect router IP address and fabricated customer information
Correct behavior: Follow KB-accurate guidance for router access and never fabricate customer data
Impact: Customer received incorrect instructions and had privacy violated
Related: #LTS00135206, #LTS00135202, #LTS00135125
Escalated but unresolved
Escalated tickets without complete documentation or verification in 2 cases
ExampleCall #TE00135777: Escalated after power cycle appeared to resolve issue but no confirmation obtained
Correct behavior: Verify resolution and document clearly before escalating
Impact: Customer may experience recurrence without proper handoff
Related: #TE00135777
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.33 | 36 |
| Technical Accuracy | 2.72 | 36 |
| Protocol | 1.81 | 36 |
| Communication | 2.11 | 36 |
V2 Rubric (Shadow Grading)
V2 overall: 44.22% across 31 v2-scored calls this week6 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.02 |
| Technical Accuracy | 1.74 |
| Communication | 2.3 |
| Customer Ownership | 2.63 |
| Escalation Judgment | 1.25 |
| Customer Experience | 1.91 |
- Unresolved: 14
- Partial Resolution: 11
- Successful Resolution: 4
- Ownership Gap: 2
Score Diagnostics
Based on 36 calls reviewed this week.
Technical Findings
improvement
Provided incorrect default IP address ([REDACTED_PHONE]) for EA6350 router access, contradicting KB guidance which specifies [REDACTED_PHONE] or myrouter.local.
#LTS00135125 · call ba251972-73ba-11f1-a259-42010a62006f
improvement
Claimed solid amber/green LED means 'online' for RE9000, which contradicts KB stating solid amber indicates setup/connection failure.
#LTS00135138 · call f7d0ced0-73c2-11f1-9726-42010a623f91
improvement
Suggested purchasing a new MX2000/MX4200 mesh system without performing any diagnostics on the existing EA6350, violating escalation guidelines.
#LTS00135202 · call 47471828-73e8-11f1-b73f-42010a62006f
strength
Correctly applied the 5-press escalation method for WHW03 V2 node pairing, which is documented as valid for this model in universal_5press_models.md.
#LTS00135172 · call f17f0e32-73d3-11f1-8bc7-42010a62006f
Call Handling Findings
- Incomplete resolution verificationAfter achieving successful node pairing, always ask the customer to verify internet connectivity by opening a browser or running a speed test, and confirm stability before closing.
- Missing diagnostic stepsAlways perform upstream connectivity tests (modem lights, WAN status, direct Ethernet test) before proceeding to node-level troubleshooting.
Calibration Notes
- Call consisted solely of automated greeting with no agent interaction; scores may need review for applicability
- High protocol score (2) despite escalation; may indicate inconsistent grading of handoff language
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135138high
Agent declared resolution without verification while the extender still showed solid amber and connectivity was unstable.
Grader says: Agent falsely declared the issue resolved and closed the paid session. Suggested upgrading to a newer model (RE7350) but did not confirm current device functionality.
Agent documented: not documented
Suggested Coaching Conversation
1
I noticed you correctly applied the 5-press method for MX6200 and WHW03 devices in several calls this week - that consistency is excellent and saves customers time.
2
In a few cases like #LTS00135221, we declared resolution without verifying internet connectivity. How do you feel about adding a quick connectivity check before closing?
3
I've seen some calls where we skipped modem/WAN checks before node troubleshooting, as in #LTS00135184. What are your thoughts on always starting with upstream diagnostics?
4
There were a few instances of incorrect technical guidance, like the IP address mix-up in #LTS00135206. Let's review the correct access methods for different models together.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| b0bb7ca6-73b4-11f1-80d6-42010a623f91INBOUND | 2026-06-29 | — | 3.6 | 5 | 3 | 2 | 66.2% Needs Improvement | MX6200 | CONNECTIVITY | Nodes paired successfully; internet restored. |
| #LTS00135125INBOUND↩ cb | 2026-06-29 | — | 1.8 | 5 | 1 | 3 | 100.0% Meets / Exceeds | LN11011202 | CONNECTIVITY | No resolution; call ended without identifying or addressing any issue. |
| #LTS00135125INBOUND↩ cb | 2026-06-29 | — | 1.8 | 5 | 1 | 1 | 100.0% Meets / Exceeds | LN11011202 | CONNECTIVITY | not_applicable |
| #LTS00135125INBOUND↩ cb | 2026-06-29 | — | 1.8 | 1 | 2 | 2 | 64.0% Needs Improvement | LN11011202 | CONNECTIVITY | Customer to test cameras on the new 2.4 GHz SSID. No verification performed. Call ended without clear closure or next steps. |
| #LTS00135138INBOUND | 2026-06-29 | — | 1.3 | 1 | 1 | 2 | 53.4% Needs Improvement | RE9000 | SETUP | Agent falsely declared the issue resolved and closed the paid session. Suggested upgrading to a newer model (RE7350) but did not confirm current device functionality. |
| #LTS00135172INBOUND | 2026-06-29 | — | 4.3 | 5 | 4 | 3 | 76.9% Developing | WHW03 | CONNECTIVITY | Node successfully reset and rejoined the mesh; issue resolved with full customer confirmation. |
| #LTS00135184INBOUND | 2026-06-29 | — | 3 | 4 | 2 | 3 | 67.7% Needs Improvement | MX6200 | CONNECTIVITY | Nodes paired successfully; customer to verify internet connectivity and use 2.4 GHz for smart devices. |
| #LTS00135192INBOUND | 2026-06-29 | — | 2.8 | 2 | 2 | 3 | 58.0% Needs Improvement | WHW01 | CONNECTIVITY | Customer will attempt reset and repositioning; agent to send video tutorial via email. |
| #LTS00135202INBOUND | 2026-06-29 | — | 2.8 | 3 | 2 | 2 | 20.8% Needs Improvement | EA6350 | CONNECTIVITY | Agent recommended purchasing a new MX2000 or MX4200 mesh system; no technical fix applied. |
| #LTS00135206INBOUND | 2026-06-29 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA6350 | SETUP | Advised to purchase a new router due to alleged defectiveness and end-of-life status, with no diagnostic validation. |
| a4e28794-73eb-11f1-a6e0-42010a62006fINBOUND | 2026-06-29 | — | 2.8 | 1 | 2 | 2 | 0.0% Needs Improvement | EA6350 | SETUP | Customer decided to contact ISP (Frontier) or Eero for assistance. |
| #LTS00135221INBOUND | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MX6200 | CONNECTIVITY | Agent incorrectly declared the issue resolved and closed the call without verification. |
| #LTS00135337INBOUND | 2026-06-30 | — | 3.6 | 5 | 2 | 2 | — | EA7500 | SETUP | Advised customer to purchase a new router as the EA7500 is end-of-life. |
| #LTS00135342INBOUND | 2026-06-30 | — | 1.6 | 3 | 1 | 1 | 44.8% Needs Improvement | WHW03 | SETUP | No resolution achieved. Agent did not provide a valid next step before call ended. |
| #GI00135370INBOUND | 2026-06-30 | — | 1.8 | 4 | 1 | 2 | 11.5% Needs Improvement | SETUP | Customer to obtain router serial number/model and call back for further assistance. | |
| #LTS00135380INBOUND | 2026-06-30 | — | 1.8 | 4 | 2 | 2 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | Offered paid-support session; no technical fix or self-help guidance provided. |
| #LTS00135386INBOUND | 2026-06-30 | — | 2.8 | 2 | 2 | 2 | 61.0% Needs Improvement | E9450 | SETUP | Provided power-cycle instructions, sent email with detailed setup guide for the range extender, and created support ticket #135386. |
| #LTS00135400INBOUND | 2026-06-30 | — | 2.8 | 1 | 2 | 2 | 54.4% Needs Improvement | MR6350 | CONNECTIVITY | Several nodes are now solid blue; customer will repeat the reset/5‑press process for remaining nodes and monitor. No further escalation needed at this time. |
| #LTS00080009INBOUND | 2026-07-01 | — | 1.5 | 1 | 2 | 3 | — | WHW0301GC | ACCESS | No resolution provided. Advised only to manage locally, which does not address the account email change request. |
| #LTS00135521INBOUND | 2026-07-01 | — | 1.7 | 1 | 1 | 2 | 59.2% Needs Improvement | MX8000 | CONNECTIVITY | Child node paired successfully after repeated resets and proximity adjustment; Wi-Fi and internet restored. |
| #LTS00135529INBOUND | 2026-07-01 | — | 2.2 | 4 | 2 | 2 | 0.0% Needs Improvement | RE3000W | SETUP | Advised customer to search online for setup guides; no specific resources or actionable steps provided. |
| #LTS00135629INBOUND | 2026-07-02 | — | 2.6 | 4 | 2 | 2 | 46.9% Needs Improvement | WHW03 | CONNECTIVITY | Advised customer to contact ISP (Xfinity) for internet service verification and to call back for paid support; provided ticket number 135-629. |
| #LTS00135658INBOUND↩ cb | 2026-07-02 | — | 2.9 | 4 | 2 | 2 | 70.3% Developing | LN11011201 | CONNECTIVITY | Node appeared to pair successfully (solid white), but customer reported it later turned red. Advise to monitor and call back if issue recurs. Recommend checking placement and power source. |
| #LTS00072065INBOUND | 2026-07-02 | — | 4 | 4 | 4 | 3 | 82.7% Developing | MX4200 | CONNECTIVITY | Node returned to solid blue; app now shows all six nodes online. Issue resolved. |
| #LTS00063281INBOUND | 2026-07-02 | — | 1 | 1 | 1 | 1 | 29.6% Needs Improvement | MX6200 | CONNECTIVITY | not_fixed |
| #LTS00135658INBOUND↩ cb | 2026-07-02 | — | 2.8 | 3 | 2 | 2 | 9.5% Needs Improvement | LN11011201 | CONNECTIVITY | Advised the customer to run a channel scan and consider wireless limitations; no further testing was scheduled. |
| #LTS00081076INBOUND | 2026-07-02 | — | 1.4 | 2 | 1 | 2 | — | VLP01 | CONNECTIVITY | Provided irrelevant video tutorial for child node setup; no technical troubleshooting or resolution applied. |
| #LTS00135686INBOUND | 2026-07-02 | — | 3.1 | 4 | 3 | 3 | 66.1% Needs Improvement | MX2000 | CONNECTIVITY | Advised customer to contact Daikin support as the issue was isolated to the thermostat device. |
| #LTS00135757INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | None provided; agent incorrectly claimed warranty expired and directed customer to invalid website. |
| #LTS00113548INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | — | MR6350 | CONFIGURATION | Agent will email a Wi-Fi band-separation guide to the customer. |
| #LTS00135762INBOUND | 2026-07-03 | — | 2.8 | 2 | 2 | 3 | 94.2% Meets / Exceeds | MX6200 | CONFIGURATION | SSID names updated (2.4 GHz renamed with '_2.4' suffix) and security set to WPA2-Personal; customer confirmed Wi-Fi is working. |
| #LTS00135770INBOUND | 2026-07-03 | — | 1 | 1 | 1 | 1 | 79.3% Developing | MX5500 | CONNECTIVITY | not_fixed |
| #TE00135777INBOUND | 2026-07-03 | — | 3.2 | 5 | 2 | 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Issue appears resolved after power cycle; no further action taken or recommended. |
| #LTS00135788INBOUND | 2026-07-03 | — | 1.1 | 1 | 1 | 2 | 21.4% Needs Improvement | SPNM60CF | CONNECTIVITY | No resolution or actionable next step provided. Customer ended call due to frustration and technical confusion. |
| #LTS00135846INBOUND↩ cb | 2026-07-03 | — | 3.5 | 5 | 2 | 3 | — | MR8300 | CONNECTIVITY | Customer confirmed internet is now working; issue resolved. |
| #LTS00135846INBOUND↩ cb | 2026-07-03 | — | 2.8 | 1 | 2 | 2 | 33.1% Needs Improvement | MR8300 | CONNECTIVITY | Suggested obtaining a device to test the modem directly or purchasing a new router; no fix achieved. |