Coaching Summary
Performance is declining due to technical inaccuracies and unresolved issues
Frequent misapplication of reset procedures and LED interpretations across MX5500 and WHW03 models
Key calls: #TE00135947, #LTS00136039
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 8 of 19 calls this week
ExampleCall 93360fc8-793d-11f1-8ab8-42010a660053: accuracy 1.0 due to incorrect LED and reset guidance
Correct behavior: Follow universal_escalation_guide.md for solid red LED: verify model, power-cycle modem/router, perform hard reset, confirm internet via direct modem test
Impact: Customer unable to resolve issue, leading to escalation and repeat contacts
Related: #TE00135947
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.51 | 23 |
| Technical Accuracy | 2.26 | 23 |
| Protocol | 2.0 | 23 |
| Communication | 2.43 | 23 |
V2 Rubric (Shadow Grading)
V2 overall: 51.87% across 22 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.6 |
| Technical Accuracy | 2.26 |
| Communication | 2.61 |
| Customer Ownership | 3.35 |
| Escalation Judgment | 0.5 |
| Customer Experience | 2.39 |
- Partial Resolution: 9
- Unresolved: 7
- Successful Resolution: 6
Score Diagnostics
Based on 23 calls reviewed this week.
Technical Findings
improvement
Provided incorrect router IP address '[REDACTED_PHONE]' instead of '[REDACTED_PHONE]' for MX5500 admin interface access
#TE00135947 · call c89ea868-7943-11f1-8c0b-42010a660053
improvement
Misdescribed LED behavior for MX5500: claimed solid blue indicates setup readiness (should be solid purple)
#TE00135947 · call 93360fc8-793d-11f1-8ab8-42010a660053
Call Handling Findings
- Technical AccuracyVerify product-specific LED states in KB before providing guidance; confirm model before reset instructions.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You showed great ownership by documenting every step, which helps our team. How can we ensure the technical details in those documents match our KB exactly?
2
When you guided the MX5500 customer through the reset, what KB article did you reference for LED behavior?
3
Let's role-play a call where a customer reports solid red on their MX5500. Walk me through the exact steps you'd take now, using the escalation guide.
4
How can we build checklists into our documentation to prevent model-specific errors like the MX5500 LED mix-up?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00135947OUTBOUND↩ cb | 2026-07-06 | — | 1.8 | 1 | 1 | 2 | 25.1% Needs Improvement | MX5500 | CONNECTIVITY | No resolution. Next step: confirm model, perform correct factory reset, verify modem internet connectivity, and reconfigure via setup wizard (192.168.1.1 or myrouter.local). |
| #TE00135947OUTBOUND↩ cb | 2026-07-06 | — | 3.5 | 5 | 3 | 2 | 68.6% Needs Improvement | MX5500 | CONNECTIVITY | Customer to call Xfinity to have the ISP port/reactivation checked; ticket #135947 provided for reference. |
| #LTS00135954INBOUND | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 70.3% Developing | RE7000 | CONNECTIVITY | Extender set up; customer to verify internet access for connected devices. |
| #TE00135947INBOUND↩ cb | 2026-07-06 | — | 1.8 | 4 | 2 | 2 | 26.4% Needs Improvement | MX5500 | CONNECTIVITY | No resolution or next step provided. |
| #TE00135947OUTBOUND↩ cb | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 33.2% Needs Improvement | MX5500 | CONNECTIVITY | No resolution achieved. Immediate escalation to senior support required for correct diagnostics and model verification. |
| #LTS00135973INBOUND | 2026-07-06 | — | 2.9 | 3 | 2 | 2 | 94.2% Meets / Exceeds | WHW03 | CONNECTIVITY | Router UI accessed, admin password reset, Wi-Fi credentials updated, child node paired; issue resolved. |
| #LTS00136031INBOUND | 2026-07-06 | — | 3 | 5 | 3 | 2 | 66.1% Needs Improvement | MR20MS | ACCESS | Customer changed the SSID via the app; advised to verify device connectivity. |
| #LTS00136039INBOUND | 2026-07-06 | — | 2.2 | 2 | 3 | 3 | 70.1% Developing | RE6350 | SETUP | None provided. Customer remains unable to access admin interface or Spot Finder. |
| #LTS00136051INBOUND | 2026-07-06 | — | 1.8 | 2 | 2 | 2 | 41.2% Needs Improvement | MX2000 | SETUP | Customer to contact ISP to have the new modem’s MAC address activated; call back if still no connectivity. |
| #LTS00136060INBOUND | 2026-07-06 | — | 2.8 | 1 | 2 | 3 | 8.3% Needs Improvement | E5400 | CONNECTIVITY | Recommend performing a wired speed test directly to the modem to verify ISP service, then through the router to isolate the bottleneck. If router is the issue, consider replacement—but only after proper diagnostics. |
| #EOS00136064INBOUND | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 31.9% Needs Improvement | ACCESS | No resolution achieved. Customer was left without a confirmed path to regain access to the app or router settings. | |
| #LTS00136076INBOUND | 2026-07-06 | — | 2.8 | 1 | 2 | 2 | 52.2% Needs Improvement | RE7000 | HARDWARE | Advised that the unit appears defective and out of warranty; recommended purchasing a replacement extender. |
| #LTS00136079INBOUND | 2026-07-06 | — | 2 | 1 | 1 | 2 | 50.9% Needs Improvement | WHW01 | CONNECTIVITY | Mesh system restored; all nodes solid green and internet functional. |
| #EOS00136164INBOUND | 2026-07-07 | — | 2.8 | 4 | 1 | 3 | 31.5% Needs Improvement | SETUP | Agent will email step-by-step setup instructions; customer instructed to reset router and reconfigure. No hardware replacement offered. | |
| #LTS00136169INBOUND↩ cb | 2026-07-07 | — | 2.8 | 1 | 1 | 2 | 45.8% Needs Improvement | WHW03 | CONNECTIVITY | Provided reset instructions; no confirmed fix. Customer advised to repeat steps if issue recurs. |
| #LTS00136188INBOUND | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 6.5% Needs Improvement | WHW03 | CONNECTIVITY | Advised customer to contact Xfinity ISP without performing any diagnostics or troubleshooting. |
| #LTS00136229INBOUND | 2026-07-07 | — | 2.8 | 3 | 2 | 3 | 78.7% Developing | WHW03 | SETUP | After power‑cycling, router LED turned green and internet appeared to work; customer confirmed functionality. |
| #LTS00136243INBOUND | 2026-07-07 | — | 3.6 | 5 | 4 | 2 | 64.0% Needs Improvement | WHW03 | CONNECTIVITY | Node was reset and paired; briefly showed solid aqua. Customer advised to relocate and monitor. Agent closed call without final confirmation of stable connection. |
| #LTS00136246INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 3 | 74.7% Developing | MR5500 | SETUP | Internet restored; new Wi-Fi network configured via Linksys app. |
| #LTS00057727INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 2 | — | MR8300 | SETUP | Customer was told to verify the default SSID after reset; no confirmation obtained. |
| #LTS00136332INBOUND | 2026-07-08 | — | 3.6 | 3 | 3 | 3 | 93.5% Meets / Exceeds | MR20EC | CONNECTIVITY | Ethernet cable moved from LAN port 3 to WAN port; internet connectivity restored. |
| #LTS00019530INBOUND | 2026-07-08 | — | 3 | 2 | 3 | 4 | 53.3% Needs Improvement | MX6200 | SETUP | Customer instructed to change security mode via web interface; no verification of completion performed. |
| #LTS00136169INBOUND↩ cb | 2026-07-10 | — | 2.8 | 1 | 2 | 3 | 54.6% Needs Improvement | WHW03 | CONNECTIVITY | Recommend replacement with MR5500 router. |
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