Coaching Summary
Needs Improvement - overall score of 2.16 with persistent technical accuracy and procedure adherence gaps
Frequent technical inaccuracies in product support eligibility and node pairing procedures leading to unresolved issues
Key calls: #LTS00135080, #LTS00135263, #LTS00135596
Risk Flags
Critical Dimension Below Threshold
Accuracy and protocol scores below 2.5 in 5 of 9 calls this week
ExampleCall #LTS00135263: accuracy 1, protocol 1, overall 1.0 with unresolved issue
Correct behavior: Adhere to KB procedures, verify warranty status, and provide accurate troubleshooting guidance
Impact: Incorrect information and unresolved issues leading to frustration and repeat calls
Related: #LTS00135263, #LTS00135596, #LTS00135080
Repeat Issue Across Calls
Multiple calls with unresolved connectivity issues on CONNECTIVITY category
ExampleCalls #LTS00135080, #LTS00135263, #LTS00135596 all unresolved with connectivity complaints
Correct behavior: Implement systematic troubleshooting: modem isolation, WAN verification, physical connectivity checks
Impact: Persistent issues causing repeated customer effort and dissatisfaction
Related: #LTS00135080, #LTS00135263, #LTS00135596
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.16 | 9 |
| Technical Accuracy | 2.67 | 9 |
| Protocol | 1.67 | 9 |
| Communication | 2.22 | 9 |
V2 Rubric (Shadow Grading)
V2 overall: 20.82% across 9 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 0.83 |
| Technical Accuracy | 1.25 |
| Communication | 0.83 |
| Customer Ownership | 1.48 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.15 |
- Unresolved: 8
- Partial Resolution: 1
Score Diagnostics
Based on 9 calls reviewed this week.
Technical Findings
improvement
Did not follow ISP-modem isolation flow; skipped critical WAN connectivity verification before UI configuration.
#LTS00135080 · call ee2ea026-7388-11f1-88e6-42010a623f91
improvement
Incorrectly identified EA6100 as end-of-life and unsupported; provided invalid support URL and no troubleshooting steps.
#LTS00135263 · call 1213edfc-7429-11f1-b177-42010a623f91
improvement
Applied 5-press pairing method to SPNM60 (requires dedicated Pair button) and SPNMX20 (Cognitive Mesh model).
#LTS00135738 · call 77d914da-7688-11f1-a2cb-42010a660053
improvement
Promoted product upsell (MX-6200, MBE-7000) as resolution instead of troubleshooting reported connectivity issue.
#LTS00135596 · call d6a96d5c-75bb-11f1-8f50-42010a62006f
Call Handling Findings
- Technical AccuracyVerify product support status via KB before making eligibility determinations and provide accurate troubleshooting steps.
- Procedure AdherenceFollow documented troubleshooting flows completely, verifying WAN connectivity and using model-specific pairing methods.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00135263high
Agent documented resolution but grader marked issue unresolved due to lack of verification and troubleshooting.
Grader says: Unresolved - agent declared device unsupported without verification
Agent documented: No other concern EOC - device declared end-of-life
#LTS00135596high
Agent promoted new product as resolution without troubleshooting; grader identified unresolved connectivity issue.
Grader says: Unresolved - no troubleshooting performed
Agent documented: Recommend MX6200 - No other concern EOC
Suggested Coaching Conversation
1
I noticed you consistently collect essential product information, which is a strong foundation for accurate troubleshooting — let's build on that strength.
2
In several calls, model-specific pairing methods were applied incorrectly (e.g., 5-press on Cognitive Mesh). How can we ensure model-specific procedures are followed?
3
Verifying WAN connectivity before proceeding with UI configuration was missed in multiple cases. What steps can we take to reinforce this critical diagnostic step?
4
Declaring device support status without system verification led to customer frustration. Let's discuss how to accurately check and communicate support eligibility.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135080INBOUND | 2026-06-29 | — | 2.4 | 3 | 2 | 3 | 27.9% Needs Improvement | MR9000 | CONNECTIVITY | Agent scheduled a callback in approximately one hour to continue diagnostics. |
| b30306a2-7425-11f1-a7eb-42010a623f91INBOUND | 2026-06-30 | — | 2.6 | 4 | 2 | 2 | 11.5% Needs Improvement | LN1600 | GENERAL INQUIRY | Customer to call back with the extender model number so compatibility can be confirmed and proper pairing steps can be provided. |
| #LTS00135263INBOUND | 2026-06-30 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | EA6100 | SETUP | None provided. Customer was told device is unsupported and advised to buy a new router. |
| #LTS00135279INBOUND | 2026-06-30 | — | 2.2 | 4 | 2 | 2 | 61.2% Needs Improvement | MX4200 | CONNECTIVITY | No resolution achieved. Advised to continue resetting the child node, consider wired backhaul, or contact advanced support for further assistance. |
| #LTS00135462INBOUND | 2026-07-01 | — | 2.8 | 5 | 2 | 2 | 10.7% Needs Improvement | PAP2T | NO TROUBLESHOOTING NEEDED | Informed customer the device is no longer supported; no further action or guidance provided. |
| #LTS00135596INBOUND | 2026-07-02 | — | 1.1 | 1 | 1 | 2 | 2.8% Needs Improvement | EA9500 | CONNECTIVITY | Suggested visiting link's us.com and considering newer models; no actionable troubleshooting or follow-up provided. |
| #LTS00135738INBOUND↩ cb | 2026-07-03 | — | 2.7 | 4 | 2 | 3 | 12.5% Needs Improvement | LN1100 | SETUP | No resolution or next steps provided. |
| #LTS00135738OUTBOUND↩ cb | 2026-07-03 | — | 1.8 | 1 | 1 | 2 | 16.0% Needs Improvement | LN1100 | SETUP | Advised customer to return the out-of-warranty unit without confirming hardware fault or troubleshooting modem/WAN connectivity. |
| #LTS00135750INBOUND | 2026-07-03 | — | 2.8 | 1 | 2 | 3 | 44.8% Needs Improvement | MX2000 | CONNECTIVITY | Nodes are now paired and operational; monitor for any connectivity issues. |