Coaching Summary
Performance is stable with strong product identification but needs improvement in technical accuracy and call efficiency.
Agent excels at gathering product information but occasionally provides incorrect guidance and inefficient call handling.
Key calls: #LTS00135982, #LTS00110999, #LTS00136359
Risk Flags
Incorrect Guidance
Provided unsupported procedures (5-press reset on LN1100) and incorrect URLs in 9 calls this week.
ExampleIn #LTS00110999, advised 5-press pairing on LN1100, which is not supported per KB and caused customer confusion.
Correct behavior: Only use 5-press reset for escalation purposes on supported models; verify procedures in device-specific KB before advising.
Impact: Misled customers, increased troubleshooting time, and potentially caused incorrect configurations.
Related: #LTS00110999, #LTS00136389, #LTS00136074
Call Efficiency
Held customers for extended periods without updates and used repetitive troubleshooting in 7 calls.
ExampleIn #LTS00136054, held the customer for 4 minutes without explaining the purpose, leading to confusion.
Correct behavior: Provide clear hold reasons and expected wait times; summarize steps before proceeding.
Impact: Frustrated customers, increased perceived wait times, and reduced overall satisfaction.
Related: #LTS00135982, #LTS00136054, #LTS00136359
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 3.05 | 35 |
| Technical Accuracy | 3.54 | 35 |
| Protocol | 2.54 | 35 |
| Communication | 2.89 | 35 |
V2 Rubric (Shadow Grading)
V2 overall: 64.12% across 32 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.97 |
| Technical Accuracy | 3.16 |
| Communication | 3.2 |
| Customer Ownership | 4.02 |
| Escalation Judgment | 3.0 |
| Customer Experience | 2.99 |
- Partial Resolution: 12
- Successful Resolution: 11
- Unresolved: 9
Score Diagnostics
Based on 35 calls reviewed this week.
Technical Findings
improvement
Advised 5-press pairing on LN1100, which is not supported per KB (velop_child_node_setup.md). This caused confusion and inefficiency in #LTS00110999.
#LTS00110999 · call 57b08922-7976-11f1-a0b0-42010a623f91
improvement
Provided incorrect support URL (support.lynxsys.com) in #LTS00136389, violating brand integrity and sending customers to invalid resources.
#LTS00136389 · call 8d40aae6-7af1-11f1-8916-42010a623f91
strength
Correctly guided factory reset and web-based setup for EA6100 in #LTS00136359, restoring internet connectivity on TV after modem power cycle.
#LTS00136359 · call 15153b16-7adf-11f1-9298-42010a623f91
improvement
Failed to verify WAN connectivity before troubleshooting child nodes in #LTS00136582, missing a critical isolation step per velop_wifi_connectivity.md.
#LTS00136582 · call 9e10710e-7bc7-11f1-a2bd-42010a62006f
Call Handling Findings
- Technical accuracy gapsAlways verify URLs against KB and confirm procedures align with device-specific documentation before advising customers.
- Call efficiency lossesProvide clear hold reasons and expected wait times; summarize steps completed and next actions before proceeding.
Calibration Notes
- High overall score (4.6) but contains materially incorrect technical advice about node pairing; human review needed to assess scoring consistency.
- Escalation marked as resolved, but no L2 involvement occurred; human review needed to verify escalation process.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your consistent accuracy in identifying product models and capturing serial numbers is a real strength—it's helped you provide precise troubleshooting. How do you feel about adding a quick confirmation step before closing calls to ensure the issue is fully resolved?
2
I noticed a few instances where URLs or procedures didn't match our KB. Let's review those together to ensure we're always giving customers the most accurate guidance.
3
Your empathy during complex calls is evident, but we can also improve efficiency by providing clearer hold updates and summarizing steps. Would you like to role-play a scenario where you explain a hold and outline next steps?
4
Let's discuss how to verify WAN connectivity early in troubleshooting, especially for connectivity issues, to avoid unnecessary steps and ensure we're addressing the root cause.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135982INBOUND | 2026-07-06 | — | 3.3 | 4 | 2 | 3 | 100.0% Meets / Exceeds | WHW03 | CONNECTIVITY | All nodes are now solid green, internet connectivity restored on customer devices. No further action required unless new issues arise. |
| #LTS00136044INBOUND | 2026-07-06 | — | 2.8 | 4 | 3 | 2 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Agent instructed the customer to use the recovery key to reset the router password; customer will attempt this later. |
| #LTS00136054INBOUND | 2026-07-06 | — | 3.3 | 5 | 3 | 2 | 68.5% Needs Improvement | EA7500 | ACCESS | Agent will send an email with step-by-step instructions for web UI access and factory reset. |
| #LTS00110999INBOUND | 2026-07-06 | — | 2.9 | 1 | 2 | 4 | 100.0% Meets / Exceeds | LN11011201 | CONNECTIVITY | Both child nodes are now solid white and show full signal; customer can relocate them as desired. |
| #LTS00076989INBOUND↩ cb | 2026-07-06 | — | 2.7 | 4 | 2 | 3 | 57.8% Needs Improvement | MX8500 | SETUP | Customer instructed to reset node, remove it from app, and re-add; no confirmation of success. No follow-up scheduled. |
| #LTS00076989OUTBOUND↩ cb | 2026-07-06 | — | 2.8 | 3 | 2 | 2 | 95.8% Meets / Exceeds | MX8500 | SETUP | Password reset completed; node re-connected; firmware updated; customer instructed on Wi-Fi password visibility and Ethernet-first power-on procedure. |
| #LTS00136087INBOUND | 2026-07-06 | — | 4.6 | 5 | 4 | 4 | 85.4% Meets / Exceeds | LN11011201 | SETUP | Nodes successfully added. Customer advised to relocate nodes and confirm they remain solid white. |
| #LTS00136051INBOUND↩ cb | 2026-07-06 | — | 1.8 | 5 | 1 | 2 | — | MX2000 | SETUP | not_applicable |
| #LTS00136051INBOUND↩ cb | 2026-07-06 | — | 2.8 | 5 | 2 | 2 | 43.2% Needs Improvement | MX2000 | SETUP | Customer will call back the next day to perform physical reset and re-pairing of child nodes on-site. |
| #LTS00136089INBOUND | 2026-07-06 | — | 1.8 | 5 | 1 | 1 | — | WHW01 | CONNECTIVITY | not_applicable |
| #EOS00136186INBOUND | 2026-07-07 | — | 3.4 | 4 | 4 | 3 | 49.6% Needs Improvement | EA8500 | CONNECTIVITY | Agent will email product recommendation articles; customer to purchase and set up a new router. |
| #EOS00136235INBOUND | 2026-07-07 | — | 4 | 5 | 4 | 4 | 69.2% Needs Improvement | E8450 | SETUP | Agent will email step-by-step setup instructions to the customer. |
| #EOS00136250INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 3 | 69.0% Needs Improvement | RE6400 | CONNECTIVITY | Email with step‑by‑step setup instructions sent; customer to reset extender and follow web setup. |
| #LTS00136359INBOUND | 2026-07-08 | — | 2.8 | 3 | 2 | 2 | 95.8% Meets / Exceeds | EA6100 | CONNECTIVITY | Internet appears functional on TV; customer advised to power-cycle iPad and test connectivity. |
| #LTS00136386INBOUND | 2026-07-08 | — | 2.6 | 4 | 2 | 2 | 10.8% Needs Improvement | MX5500 | CONNECTIVITY | Customer to contact ISP and call back with case number for further assistance. |
| #LTS00136389INBOUND | 2026-07-08 | — | 1.8 | 1 | 2 | 2 | — | MX4200 | CONNECTIVITY | Monitor network for 24-48 hours; if buffering continues, customer to call back for further troubleshooting. |
| #LTS00136405INBOUND | 2026-07-08 | — | 4 | 5 | 3 | 4 | 76.5% Developing | WHW01 | ACCESS | Use the local web interface (myrouter.local) with router password or recovery key to log in and remove the dead node; power-cycle the parent node if needed. |
| #LTS00066474INBOUND↩ cb | 2026-07-08 | — | 3.9 | 5 | 3 | 4 | 81.0% Developing | MBE7000 | CONFIGURATION | Password changed and saved; use new password for future logins to both the app and myrouter.local; consider updating Wi-Fi password for security. |
| #LTS00136416INBOUND | 2026-07-08 | — | 3.7 | 5 | 4 | 3 | 93.5% Meets / Exceeds | MR7350 | CONFIGURATION | Separated SSIDs; customer to test IoT devices on the new 2.4 GHz network. |
| #LTS00066474INBOUND↩ cb | 2026-07-08 | — | 4 | 5 | 3 | 3 | 89.5% Meets / Exceeds | MBE7000 | CONFIGURATION | Router restored to normal operation; Wi-Fi password updated; full connectivity confirmed by customer. |
| #LTS00136445INBOUND | 2026-07-08 | — | 4.8 | 5 | 5 | 5 | 84.9% Developing | WHW03 | CONNECTIVITY | Internet restored after factory reset and re-setup. Advise keeping nodes within 30–40 ft of parent for optimal performance. No replacement available due to expired warranty. |
| #LTS00136555INBOUND | 2026-07-09 | — | 2.8 | 2 | 3 | 3 | 95.8% Meets / Exceeds | MR75MS | CONNECTIVITY | Router and extender fully configured; internet connectivity restored on all bands. |
| #LTS00136582INBOUND↩ cb | 2026-07-09 | — | 2.8 | 1 | 2 | 3 | 87.5% Meets / Exceeds | WHW03 | SETUP | Nodes reset and updated; now showing in app as online. Customer advised to relocate nodes to desired locations. |
| #EOS00136593INBOUND | 2026-07-09 | — | 2.8 | 2 | 2 | 2 | 60.6% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to purchase a newer, supported router (Wi-Fi 6/6E/7). |
| #LTS00136582INBOUND↩ cb | 2026-07-09 | — | 3 | 5 | 2 | 3 | 0.0% Needs Improvement | WHW03 | SETUP | Customer advised to contact ISP to obtain the missing PPPoE password and then re‑enter the credentials in the router. |
| #EOS00136597INBOUND | 2026-07-09 | — | 3 | 5 | 2 | 3 | 67.5% Needs Improvement | SETUP | Advised that the router is out of support and recommended upgrading to a newer model. | |
| #EOS00136616INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 3 | 67.5% Needs Improvement | E1200 | CONNECTIVITY | Recommend purchase of a newer router (e.g., MX6200) to fully utilize the 1 Gbps service. |
| #LTS00135173INBOUND | 2026-07-10 | — | 2.8 | 3 | 2 | 3 | 66.1% Needs Improvement | WHW03 | CONNECTIVITY | Determined hardware likely defective due to age and out-of-warranty status; advised purchase of a new system and will email product information. |
| #LTS00136731INBOUND | 2026-07-10 | — | 3.2 | 4 | 2 | 3 | 68.8% Needs Improvement | MR7350 | CONNECTIVITY | Agent will email step-by-step reset and re-configuration instructions; customer will have a third-party technician attempt the fix. |
| #EOS00136074INBOUND↩ cb | 2026-07-10 | — | 2.8 | 1 | 2 | 2 | 17.5% Needs Improvement | RE7310RE7350 | CONFIGURATION | Agent offered to email generic setup instructions; no technical guidance or resolution verification provided. |
| #EOS00136074INBOUND↩ cb | 2026-07-10 | — | 1.2 | 1 | 2 | 2 | 0.0% Needs Improvement | RE7310 | CONFIGURATION | None provided |
| #LTS00136744INBOUND↩ cb | 2026-07-10 | — | 1.8 | 1 | 2 | 2 | 32.1% Needs Improvement | MX2000 | CONNECTIVITY | Issue not resolved. Next steps: power-cycle modem, verify WAN connection, ensure correct node pairing, or escalate to Tier 2. |
| #LTS00136744OUTBOUND↩ cb | 2026-07-10 | — | 3.3 | 5 | 2 | 3 | 58.4% Needs Improvement | MX2000 | CONNECTIVITY | Customer advised to contact Dish Network to resolve broadband subscription issue; Velop network confirmed functional. |
| #LTS00136764INBOUND | 2026-07-10 | — | 2.8 | 4 | 3 | 4 | 71.5% Developing | MR8300 | CONNECTIVITY | Customer will monitor the connection and call back if the issue recurs; agent will email a reference number for follow-up. |
| #LTS00136770INBOUND | 2026-07-10 | — | 5 | 5 | 5 | 5 | 88.1% Meets / Exceeds | MX4200 | CONNECTIVITY | Node successfully re-added to the mesh network; both nodes are online and functioning with full signal strength. |
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