Coaching Summary
Declining performance with low resolution rates and frequent technical errors this week.
Inconsistent technical guidance and incomplete information collection leading to unresolved issues.
Key calls: #PR00136115
Risk Flags
Call had accuracy score 1 and protocol score 1, both below acceptable thresholds, indicating severe agent performance issues.
Correct behavior: Follow KB guidelines for Velop setup, collect model/serial/warranty upfront, use correct URLs (myrouter.local), and interpret LED colors per documentation.
Impact: Customer remained unresolved, experienced prolonged support time, and was frustrated by incorrect instructions.
Related: #PR00136115
Call had accuracy score 2, below the 2.5 threshold, indicating frequent technical errors.
Correct behavior: Use correct reset procedures (five quick presses not press-and-hold), guide customers to access router UI at myrouter.local, and verify firmware/update options.
Impact: Customer could not complete setup, leading to potential repeat calls or self-help attempts without guidance.
Related: #PR00136115
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.55 | 2 |
| Technical Accuracy | 1.5 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 15.94% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.47 |
| Technical Accuracy | 0.47 |
| Communication | 1.25 |
| Customer Ownership | 2.14 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.54 |
- Unresolved: 2
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
Call Handling Findings
- Technical Instruction AccuracyUse exact KB procedures: five quick presses for reset, myrouter.local for UI access, and verify LED states against documentation.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #PR00136115INBOUND↩ cb | 2026-07-09 | — | 2 | 2 | 2 | 2 | 20.4% Needs Improvement | MX6200 | SETUP | No resolution achieved. Issue unresolved; requires further troubleshooting (e.g., verify firmware version, ensure device is in setup mode, possible hardware fault). |
| #PR00136115OUTBOUND↩ cb | 2026-07-09 | — | 1.1 | 1 | 1 | 2 | 11.5% Needs Improvement | WHW03 | CONNECTIVITY | Escalated to a higher-level technician for further analysis. |