Coaching Summary
Performance shows technical accuracy gaps but consistent politeness; overall scores need improvement.
Frequent failures to collect essential information and verify resolution before closing calls.
Key calls: #LTS00108338, #EOS00135987, #LTS00136075
Risk Flags
Critical Dimension Below Threshold
Accuracy score below 2.5 in 5 of 9 calls this week
ExampleCall #LTS00136075 had accuracy score of 1.0 due to material technical errors
Correct behavior: Follow KB procedures for password recovery and reset guidance
Impact: Increased customer effort and potential misdiagnosis
Related: #LTS00108338, #LTS00136035, #LTS00136075
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.17 | 13 |
| Technical Accuracy | 1.77 | 13 |
| Protocol | 1.85 | 13 |
| Communication | 2.46 | 13 |
V2 Rubric (Shadow Grading)
V2 overall: 45.95% across 10 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.06 |
| Technical Accuracy | 1.44 |
| Communication | 2.62 |
| Customer Ownership | 3.45 |
| Escalation Judgment | 0.0 |
| Customer Experience | 2.5 |
- Unresolved: 4
- Partial Resolution: 3
- Successful Resolution: 3
Score Diagnostics
Based on 13 calls reviewed this week.
Technical Findings
improvement
Failed to collect product model, serial number, or order details needed to investigate the registration problem, despite the nature of the request requiring such information.
#LTS00108338 · call e805dd24-794e-11f1-a031-42010a623f91
improvement
Incorrectly stated the WRT3200 is 'end of support' and did not advise checking the router label for the default Wi-Fi password.
#EOS00135987 · call 93e06c72-794f-11f1-a6d9-42010a62006f
Call Handling Findings
- Technical AccuracyVerify product support status via KB before stating it, and always advise checking the router label for default credentials on WRT series models.
- Resolution VerificationBefore closing, always confirm the issue is resolved with the customer and document clear next steps if follow-up is needed.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your consistent politeness and empathy, especially in call #EOS00135987, really helped the customer feel supported — great job!
2
Let's discuss how we can improve technical accuracy by verifying product support status before stating it, as seen in call #EOS00135987.
3
What strategies can we use to ensure we collect model/serial numbers early in every call, like we did well in call #LTS00136045?
4
How can we better confirm issue resolution before closing calls to reduce callback risk, particularly in cases like #LTS00108338?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00108338INBOUND | 2026-07-06 | — | 1.8 | 4 | 1 | 2 | — | MX8000 | SETUP | Agent stated registration appeared complete and suggested the customer call back if further help was needed, with no specific guidance or action taken. |
| #EOS00135987INBOUND↩ cb | 2026-07-06 | — | 2.8 | 2 | 2 | 3 | 47.7% Needs Improvement | WRT3200ACM | ACCESS | Agent will send an email with links to relevant KB articles and further troubleshooting steps. |
| #EOS00135987INBOUND↩ cb | 2026-07-06 | — | 2.8 | 3 | 2 | 3 | 52.5% Needs Improvement | SETUP | Agent will email a guide with step-by-step instructions; customer to perform reset and follow manual setup independently. | |
| #LTS00080578INBOUND | 2026-07-06 | — | 2.8 | 1 | 2 | 3 | 83.8% Developing | WHW03 | SETUP | Customer successfully logged into the router UI and updated Wi-Fi credentials; no further action required. |
| #LTS00136035INBOUND | 2026-07-06 | — | 1.8 | 1 | 3 | 2 | 40.2% Needs Improvement | WHW03 | CONNECTIVITY | Customer to obtain a laptop with Ethernet to attempt firmware verification (invalid method). Correct next step: verify firmware versions on all nodes match (v1 vs v2), factory reset the child node, and re-add it to the mesh. If issue persists, consider node replacement. |
| #LTS00136045INBOUND | 2026-07-06 | — | 2.8 | 2 | 3 | 3 | 81.2% Developing | MR7500 | SETUP | Router and child nodes are now configured; Wi-Fi works and speed test is successful. |
| #LTS00136075INBOUND | 2026-07-06 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | MR2000 | SETUP | Ticket #136075 created; customer advised to call back for further assistance. |
| #LTS00136085INBOUND | 2026-07-06 | — | 2.8 | 1 | 3 | 2 | 83.1% Developing | LN3121 | SETUP | Internet restored; Wi-Fi SSID/password changed; customer confirmed connectivity. |
| #EOS00136198INBOUND | 2026-07-07 | — | 2.8 | 1 | 2 | 3 | 44.1% Needs Improvement | CF3 | ACCESS | Agent sent email with instructions; customer plans to try a new TP-Link router. Issue not resolved. |
| #LTS00136251INBOUND↩ cb | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 0.0% Needs Improvement | WHW01 | CONNECTIVITY | None – customer was left without a working login method or recovery path. |
| #LTS00136251OUTBOUND↩ cb | 2026-07-07 | — | 2.3 | 3 | 2 | 2 | — | WHW01 | CONNECTIVITY | Customer should confirm whether the label password works. If not, proceed with the recovery-key reset procedure or factory reset as a last resort. |
| #LTS00136251OUTBOUND↩ cb | 2026-07-07 | — | 2 | 2 | 1 | 3 | — | WHW01 | CONNECTIVITY | Callback scheduled for ~1–1.5 hours later; customer to perform reset then. |
| #LTS00136251OUTBOUND↩ cb | 2026-07-07 | — | 1.3 | 1 | 1 | 2 | 26.7% Needs Improvement | WHW01 | CONNECTIVITY | No confirmed resolution. Agent incorrectly assumed node was fixed based on incorrect LED interpretation. Node remained offline. |
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