Coaching Summary
Declining technical accuracy and resolution rates this week
Inconsistent adherence to KB-mandated troubleshooting protocols
Key calls: #TE00136628, #TE00135556
Risk Flags
Incomplete troubleshooting
Skipped mandatory diagnostic steps in all 4 calls this week
ExampleCall #TE00136628: Agent skipped modem test and firmware verification despite persistent connectivity issues
Correct behavior: Follow universal_escalation_guide.md: modem test → power cycle → firmware update
Impact: Increased repeat call risk and prolonged customer frustration
Related: #TE00136628, #TE00135556
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.05 | 4 |
| Technical Accuracy | 2.0 | 4 |
| Protocol | 1.25 | 4 |
| Communication | 2.5 | 4 |
V2 Rubric (Shadow Grading)
V2 overall: 50.09% across 4 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.27 |
| Technical Accuracy | 2.42 |
| Communication | 3.12 |
| Customer Ownership | 2.95 |
| Escalation Judgment | 0.0 |
| Customer Experience | 3.3 |
- Partial Resolution: 2
- Ownership Gap: 1
- Unresolved: 1
Score Diagnostics
Based on 4 calls reviewed this week.
Technical Findings
improvement
Used unsupported Zoho remote access instead of Linksys tools (call #TE00136628)
#TE00136628 · call 1126bff0-7c08-11f1-b473-42010a660053
improvement
Provided false information about Linksys Smart Wi-Fi being disabled (call #TE00136628)
#TE00136628 · call 1126bff0-7c08-11f1-b473-42010a660053
improvement
Skipped modem direct test and firmware verification (call #TE00135556)
#TE00135556 · call 1767bc44-7b49-11f1-8602-42010a660053
Call Handling Findings
- Missing device identificationAlways collect model/serial before proceeding with diagnostics
- Incomplete troubleshooting protocolFollow KB-mandated diagnostic sequence: modem test → power cycle → firmware update
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your patience with frustrated customers this week was evident - particularly in call #TE00136055 where you maintained composure despite multiple technical setbacks.
2
Let's discuss why device identification was missed in calls #TE00135556 and #TE00136628 - what barriers prevented this critical step?
3
How can we ensure full protocol adherence when facing complex mesh issues like in #TE00136628?
4
What support resources could help prevent technical inaccuracies like the Linksys Smart Wi-Fi misinformation in #TE00136628?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00136055OUTBOUND | 2026-07-07 | — | 2.8 | 1 | 1 | 2 | 79.7% Developing | MX2000 | ACCESS | Router and child nodes are online; Wi-Fi credentials updated. Customer advised to contact Cox for SDN network issues. |
| #TE00135556OUTBOUND | 2026-07-09 | — | 2.2 | 3 | 2 | 3 | 33.1% Needs Improvement | E5450 | CONNECTIVITY | Advised that a wired computer is needed to test the modem directly; no further action taken. |
| #TE00136628INBOUND↩ cb | 2026-07-10 | — | 1.7 | 3 | 1 | 2 | 16.2% Needs Improvement | MX6200 | SETUP | Agent promised a callback in 5-10 minutes but provided no technical resolution, case number, or documented path forward. |
| #TE00136628OUTBOUND↩ cb | 2026-07-10 | — | 1.5 | 1 | 1 | 3 | 71.4% Developing | MX6200 | SETUP | Issue remains unresolved; recommend escalation to higher tier for detailed mesh diagnostics and possible hardware RMA. |
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