Coaching Summary
Performance shows persistent technical accuracy gaps despite strong communication ownership
Frequent protocol violations in case documentation and material technical inaccuracies
Key calls: #PR00134557, #TE00133653, #TE00023348
Risk Flags
Critical dimension below threshold
Accuracy score < 2.5 in 6 of 7 calls this week
ExampleCall #TE00133653: Provided Netgear URLs and wrong IP despite accuracy score of 1
Correct behavior: Follow KB-accurate troubleshooting flows and verify all guidance against official resources
Impact: Risk of device misconfiguration, security exposure, and unresolved issues
Related: #TE00133653, #PR00134557
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.7 | 8 |
| Technical Accuracy | 1.62 | 8 |
| Protocol | 1.38 | 8 |
| Communication | 2.38 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 45.51% across 7 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.05 |
| Technical Accuracy | 1.52 |
| Communication | 2.5 |
| Customer Ownership | 3.32 |
| Escalation Judgment | 0.0 |
| Customer Experience | 2.75 |
- Partial Resolution: 4
- Unresolved: 2
- Successful Resolution: 1
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Provided incorrect support URL (support.xinisos.com) contradicting KB guidance.
#PR00134557 · call 421749c2-796a-11f1-9809-42010a660053
improvement
Directed customer to competitor Netgear for Linksys firmware (support.netgear.com).
#TE00133653 · call 6e3c78d2-7a56-11f1-a5c0-42010a660053
Call Handling Findings
- Protocol adherenceAlways collect model/serial, verify warranty, and create/document a HappyFox case before proceeding.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your calm and empathetic approach in calls like #PR00134557 really helped de-escalate frustration—let's build on that strength.
2
We've seen several instances where model/serial collection and warranty verification were missed. How can we ensure this becomes automatic?
3
The Netgear URL incident in #TE00133653 highlights a critical risk. Let's review KB verification processes together.
4
Your ownership in #TE00023348 was great, but skipping WAN diagnostics delayed resolution. How can we balance ownership with thoroughness?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #PR00134557OUTBOUND | 2026-07-06 | — | 2.2 | 1 | 1 | 4 | 100.0% Meets / Exceeds | HARDWARE | Customer Service to contact customer within 24–48 business hours; power adapter to be shipped under special process. | |
| #TE00133653OUTBOUND↩ cb | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 5.9% Needs Improvement | RE7310 | CONNECTIVITY | Agent could not resolve the issue; scheduled a follow-up call for the next day to obtain the extender’s IP address and complete configuration. |
| #TE00133653OUTBOUND↩ cb | 2026-07-08 | — | 1.6 | 1 | 1 | 2 | 32.6% Needs Improvement | CONNECTIVITY | Agent will email customer requesting floor plan and extender IP address; no immediate fix applied. | |
| #TE00023348OUTBOUND↩ cb | 2026-07-09 | — | 2 | 2 | 2 | 2 | 50.1% Needs Improvement | MX6200 | CONNECTIVITY | Agent will request a picture of the Comcast gateway and a hand-drawn network topology via email, then follow up the next day to continue troubleshooting or arrange a replacement. |
| #TE00023348OUTBOUND↩ cb | 2026-07-09 | — | 1.8 | 1 | 2 | 3 | 60.2% Needs Improvement | MX6200 | CONNECTIVITY | Agent will email the customer requesting the sysinfo file and will follow up the next morning to continue troubleshooting. |
| #TE00099154INBOUND↩ cb | 2026-07-09 | — | 1.8 | 5 | 1 | 2 | — | MBE7000 | CONNECTIVITY | Agent promised a callback from a higher-tier technician (pending). |
| #TE00099154OUTBOUND↩ cb | 2026-07-09 | — | 2 | 1 | 2 | 2 | 69.7% Needs Improvement | MBE7000 | CONNECTIVITY | Beta firmware installed; monitoring to be performed for 24-48 hours; follow-up email and call scheduled. |
| #PR00110086OUTBOUND | 2026-07-10 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | GENERAL INQUIRY | Vague escalation to Customer Service with no case documentation, incorrect support URL, and no follow-up mechanism confirmed. |
Feedback
✓ Feedback submitted — thank you!