Coaching Summary
Performance shows needs improvement with consistent accuracy and protocol scores below 2.5
Frequent failures in product data collection and technical accuracy leading to unresolved issues
Key calls: #TE00134348, #TE00105631, #LTS00136787
Risk Flags
Critical dimension below threshold
Accuracy scores below 2.5 appeared in 5 of 9 calls this week
ExampleCall #TE00105631: Provided incorrect factory reset instructions and misidentified LED behavior
Correct behavior: Follow documented reset procedures per universal_factory_reset.md and verify LED patterns against velop_wifi_connectivity.md
Impact: Increased customer effort and potential device misconfiguration
Related: #TE00105631, #TE00134348, #TE00136407
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 8 |
| Technical Accuracy | 1.88 | 8 |
| Protocol | 1.5 | 8 |
| Communication | 2.0 | 8 |
V2 Rubric (Shadow Grading)
V2 overall: 52.56% across 8 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.91 |
| Technical Accuracy | 2.7 |
| Communication | 3.12 |
| Customer Ownership | 3.72 |
| Escalation Judgment | 1.67 |
| Customer Experience | 2.37 |
- Unresolved: 5
- Partial Resolution: 2
- Ownership Gap: 1
Score Diagnostics
Based on 8 calls reviewed this week.
Technical Findings
improvement
Used unsupported Zoho remote access tool instead of standard Linksys procedures, violating security and protocol policies.
#TE00134348 · call 0d953c14-7a45-11f1-8443-42010a660053
improvement
Provided materially incorrect technical information: claimed '6G has weaker range than 5G' which is false - 6G/5G are cellular standards unrelated to Wi-Fi bands.
#TE00134348 · call 0ae9607e-7a6a-11f1-a314-42010a660053
Call Handling Findings
- Product Data CollectionAlways collect product model, serial number, and warranty status within the first 2 minutes of the call using scripted prompts.
- Technical AccuracyFollow documented KB procedures precisely; verify all technical claims against official guidance before sharing.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your commitment to staying calm and patient with customers during challenging calls is evident - this helped maintain trust even when technical issues were complex.
2
I've noticed product details like model numbers and serial numbers weren't collected in several calls this week. How do you feel about adding a quick checklist for these critical details at the start of each call?
3
Some technical guidance provided this week conflicted with our KB documentation - what support do you need to ensure you're always referencing the most current procedures?
4
When issues remain unresolved, how comfortable are you with scheduling explicit follow-ups to close the loop with the customer?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00134348OUTBOUND↩ cb | 2026-07-07 | — | 1.1 | 1 | 1 | 2 | 46.3% Needs Improvement | MX6200 | CONNECTIVITY | Agent promised to follow up in 90 minutes; no definitive fix was applied or confirmed. |
| #TE00105631OUTBOUND↩ cb | 2026-07-08 | — | 1.1 | 1 | 1 | 2 | 31.9% Needs Improvement | MX55EC3 | CONNECTIVITY | Issue remains unresolved. Recommend verifying product model, checking parent router WAN status, performing correct factory reset per KB, and considering hardware replacement if needed. |
| #TE00105631OUTBOUND↩ cb | 2026-07-08 | — | 2.8 | 1 | 1 | 2 | 54.8% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer reports node now shows solid blue; issue appears fixed. |
| #TE00134348OUTBOUND↩ cb | 2026-07-08 | — | 1.6 | 1 | 1 | 2 | 83.8% Developing | MX6200 | CONNECTIVITY | No resolution confirmed. Customer left to try suggestions independently. |
| #TE00136407OUTBOUND | 2026-07-09 | — | 2.8 | 4 | 2 | 2 | 64.8% Needs Improvement | MX6200 | ACCESS | Return the router to the store (assuming warranty coverage) or use reboot workaround to access UI before devices reconnect. No firmware update or configuration fix provided. |
| #LTS00136778INBOUND | 2026-07-11 | — | 2.8 | 2 | 2 | 2 | 52.1% Needs Improvement | MR8300 | SETUP | Verify modem connectivity directly; if internet works, contact Spectrum for possible router hardware replacement. |
| #EOS00136786INBOUND | 2026-07-11 | — | 2.8 | 4 | 2 | 2 | 37.9% Needs Improvement | WRT1900AC | ACCESS | Sent networking guide to the customer's email; customer to follow guide to re‑configure Wi‑Fi and attempt login again. |
| #LTS00136787INBOUND | 2026-07-11 | — | 1.8 | 1 | 2 | 2 | 48.9% Needs Improvement | WHW03 | SETUP | Customer connected to Wi-Fi but still had no internet; no further troubleshooting, escalation, or next steps were provided. |
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