Coaching Summary
Stable overall performance with room for improvement in technical accuracy
Tends to provide incorrect or irrelevant instructions during password reset procedures
Key calls: #GI00006621
Risk Flags
Critical Dimension Below Threshold
Accuracy score of 2.0 on call #GI00006621, below the 2.5 threshold
ExampleAgent provided incorrect guidance about admin password requirements and irrelevant instructions, leading to low accuracy score
Correct behavior: Ensure all technical guidance is accurate and only provide necessary steps; confirm resolution before closing
Impact: Customer may face issues accessing the app post-reset and could require another support call
Related: #GI00006621
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 3.0 | 1 |
| Technical Accuracy | 2.0 | 1 |
| Protocol | 4.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 84.37% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 5.0 |
| Technical Accuracy | 5.0 |
| Communication | 2.5 |
| Customer Ownership | 4.0 |
| Escalation Judgment | — |
| Customer Experience | 3.21 |
- Successful Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Stated the customer would not need the admin password for future app logins [07:00], which is factually incorrect — the Linksys app requires the admin password to log in after a router reset.
#GI00006621 · call 2e7a27da-7957-11f1-99f2-42010a623f91
improvement
Provided an irrelevant instruction to turn off cellular/5G data [03:00] — accessing myrouter.info only requires Wi-Fi connection, not disabling cellular data.
#GI00006621 · call 2e7a27da-7957-11f1-99f2-42010a623f91
strength
Accurately guided the customer to use the five-digit recovery key on myrouter.info to reset the admin password without performing a factory reset [04:00–05:00], preserving settings.
#GI00006621 · call 2e7a27da-7957-11f1-99f2-42010a623f91
Call Handling Findings
- Incorrect Admin Password GuidanceInform customers that the admin password is required for all future app logins after a reset
- Irrelevant InstructionOnly provide instructions relevant to the customer's connectivity method; for myrouter.info access, ensure Wi-Fi is used but do not instruct to disable cellular data
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did an excellent job identifying the MX5500 model and guiding the customer through the recovery key password reset without a factory reset, which preserved their settings.
2
In the call #GI00006621, you mentioned the customer wouldn't need the admin password for future app logins. Can we review the correct process for app access after a reset?
3
You instructed the customer to turn off cellular data, which wasn't necessary. How can we ensure we only give relevant steps based on the customer's connectivity?
4
Let's discuss how to confirm resolution effectively — in this case, not verifying that the app could locate the router may have left the customer uncertain.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00006621INBOUND | 2026-07-06 | — | 3 | 2 | 4 | 3 | 84.4% Developing | MX5500 | ACCESS | Admin password reset completed; router should now be reachable by the app. |
Feedback
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