Coaching Summary
Performance is declining, with low accuracy and protocol scores on hardware troubleshooting calls.
Agent struggles with correct technical guidance and case documentation, particularly on MX6200 hardware issues.
Key calls: #LTS00135064, #RR00120940
Risk Flags
Critical dimension below threshold
Accuracy <2.5 and protocol <2.0 on calls involving hardware troubleshooting
ExampleCall #LTS00135064: accuracy=1, protocol=1 with unresolved MX6200 connectivity issue due to incorrect LED interpretation and reset procedure
Correct behavior: Follow KB for LED state interpretation, use correct reset/pairing methods, and complete mandatory connectivity checks before concluding hardware failure
Impact: Customer received incorrect guidance, leading to unresolved issue and potential repeat call
Related: #LTS00135064
Pattern of abandonment
Operational closure status 'abandoned_or_vague' on 2 calls this week
ExampleCall #LTS00135064 and #RR00120940 closed without documented resolution or clear next steps
Correct behavior: Document troubleshooting steps, set follow-up, and provide concrete next steps before closing unresolved issues
Impact: Customers left without clear path forward, increasing callback risk
Related: #LTS00135064, #RR00120940
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.85 | 4 |
| Technical Accuracy | 2.5 | 4 |
| Protocol | 1.5 | 4 |
| Communication | 2.5 | 4 |
V2 Rubric (Shadow Grading)
V2 overall: 56.15% across 3 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.77 |
| Technical Accuracy | 2.29 |
| Communication | 3.75 |
| Customer Ownership | 3.83 |
| Escalation Judgment | 3.5 |
| Customer Experience | 3.81 |
- Partial Resolution: 2
- Appropriate Escalation: 1
Score Diagnostics
Based on 4 calls reviewed this week.
Technical Findings
improvement
Incorrectly interpreted steady blue LED as fault state (KB: 'Solid blue = Ready for setup')
#LTS00135064 · call 1b19310e-7362-11f1-a7fa-42010a663f85
improvement
Suggested accessing child node via LAN cable and web interface — impossible for child nodes
#LTS00135064 · call 1b19310e-7362-11f1-a7fa-42010a663f85
improvement
Incorrectly identified LAN ports on MX6200 as 'blue' — ports are not color-coded per KB
#LTS00135064 · call dfae24e6-7364-11f1-96c2-42010a663f85
improvement
Failed to verify connectivity via router admin interface — core troubleshooting step omitted
#LTS00135064 · call dfae24e6-7364-11f1-96c2-42010a663f85
improvement
Failed to collect serial number or verify warranty status for replacement process
call 27f400ce-7368-11f1-beb3-42010a663f80
Call Handling Findings
- Technical troubleshooting accuracyFollow KB-guided troubleshooting: verify LED meanings, use correct Pair button/5-press method, and attempt router login/power cycle before hardware conclusion.
- Case documentation and escalationCollect model/serial numbers, create HappyFox cases, document troubleshooting, and provide explicit escalation steps with timelines before closing.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You maintained excellent patience and professionalism throughout the MX6200 calls—your calm tone really helped de-escalate frustration. Can you share how you approach staying patient when customers are upset?
2
In the MX6200 case, you interpreted the steady blue LED as a fault state. Let's review the KB together: what does a solid blue LED actually indicate, and how should we guide customers?
3
You initiated a warranty claim but didn't collect serial numbers or verify warranty status before closing. What steps can we take to ensure we have all required information upfront for replacements?
4
When customers ask about delayed replacements like in #RR00120940, how can we provide a clearer escalation path and timeline before ending the call?
5
For mesh setups like the LN1600/5500 case, how can we confirm customers understand the parent/child node requirements before closing to prevent follow-ups?
6
What process can we follow to ensure we complete power cycles, router logins, and WAN checks before concluding hardware failure on any device?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135064INBOUND↩ cb | 2026-06-29 | — | 1.1 | 1 | 1 | 2 | 73.2% Developing | MX6200 | HARDWARE | Customer advised to obtain LAN cable and call back for further troubleshooting. |
| #LTS00135064INBOUND↩ cb | 2026-06-29 | — | 1.8 | 1 | 2 | 3 | 58.9% Needs Improvement | MX6200 | HARDWARE | Agent initiated warranty claim, requested purchase receipt, photos of router base (model/SN), and screenshots of network status. Follow-up email promised with instructions for warranty processing. |
| 27f400ce-7368-11f1-beb3-42010a663f80INBOUND | 2026-06-29 | — | 2.8 | 5 | 2 | 3 | 36.3% Needs Improvement | LN1600 | GENERAL INQUIRY | Agent will email the customer with detailed setup instructions for integrating the LN1600 and 5500, and suggest alternative compatible models. |
| #RR00120940 | 2026-07-02 | — | 1.7 | 3 | 1 | 2 | — | GENERAL INQUIRY | Agent offered to urge the sales department but provided no concrete action, case number, timeline, or follow-up plan. |