Coaching Summary
Performance shows inconsistent technical accuracy with frequent protocol deviations
Tends to skip essential diagnostics before escalation in connectivity cases
Key calls: #LTS00135916, #LTS00136142
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 5 of 12 calls
ExampleProvided incorrect default password guidance for SPNM series in #LTS00135916
Correct behavior: Refer to KB for model-specific default credentials
Impact: Increased security risk and failed resolution
Related: #LTS00135916, #LTS00136305
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.37 | 12 |
| Technical Accuracy | 2.75 | 12 |
| Protocol | 2.0 | 12 |
| Communication | 2.42 | 12 |
V2 Rubric (Shadow Grading)
V2 overall: 44.62% across 12 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.88 |
| Technical Accuracy | 2.11 |
| Communication | 2.08 |
| Customer Ownership | 3.0 |
| Escalation Judgment | 2.25 |
| Customer Experience | 2.56 |
- Unresolved: 5
- Appropriate Escalation: 2
- Ownership Gap: 2
- Partial Resolution: 2
- Successful Resolution: 1
Score Diagnostics
Based on 12 calls reviewed this week.
Technical Findings
improvement
Incorrect technical advice: SPNM series routers do not use 'admin' as default password (contradicts KB)
#LTS00135916 · call 8d7f1ef4-7914-11f1-9c50-42010a623f91
improvement
Failed to verify internet/WAN health before discussing mesh expansion
#LTS00135924 · call e3ff69b2-7920-11f1-8ccf-42010a623f91
Call Handling Findings
- Inconsistent TroubleshootingAlways verify WAN connectivity and perform full diagnostic flow before escalation.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your escalation handling in #TE00023348 was excellent—let's discuss how we can apply that consistency to other cases.
2
In #LTS00135916, what steps could we add to our standard diagnostic flow to catch modem issues earlier?
3
How can we ensure we always verify WAN connectivity before discussing mesh configuration?
4
Let's review the KB guidelines for SPNM series default credentials to avoid repeat errors.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135916INBOUND | 2026-07-06 | — | 2.3 | 3 | 2 | 2 | 15.3% Needs Improvement | SPNMX55 | CONNECTIVITY | Power-cycle the node and retry; no confirmation of fix was obtained. |
| #LTS00135924INBOUND | 2026-07-06 | — | 2.2 | 4 | 2 | 2 | 8.3% Needs Improvement | MX4200 | NO TROUBLESHOOTING NEEDED | No actionable steps or guidance given. |
| #LTS00136113INBOUND | 2026-07-07 | — | 3.3 | 4 | 2 | 3 | 80.6% Developing | MR9000 | CONFIGURATION | Admin password reset completed; customer logged in and was instructed to change the Wi‑Fi password. |
| #EOS00136298INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 2 | 63.7% Needs Improvement | VLP01 | CONNECTIVITY | Sent troubleshooting article via email; incorrectly recommended router upgrade. |
| #LTS00136299INBOUND | 2026-07-08 | — | 2.8 | 5 | 3 | 3 | 93.8% Meets / Exceeds | WHW03 | CONNECTIVITY | Customer to call back later; case number LTS001363699 provided. |
| #EOS00136305INBOUND | 2026-07-08 | — | 1.2 | 1 | 2 | 2 | 3.3% Needs Improvement | EA6900 | ACCESS | Agent offered to email a generic article; no technical fix or valid troubleshooting path was provided. |
| #LTS00001392INBOUND | 2026-07-08 | — | 1.8 | 1 | 2 | 2 | 30.4% Needs Improvement | EA6350 | ACCESS | Obtain a known‑good Ethernet cable and retry the connection; if still no internet, schedule a follow‑up call (Ticket 1392). |
| #TE00023348INBOUND | 2026-07-09 | — | 2.4 | 3 | 2 | 3 | 55.0% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to second-level technician; callback scheduled within 24 hours. |
| #EOS00136638INBOUND | 2026-07-10 | — | 2.8 | 1 | 2 | 2 | 27.4% Needs Improvement | EA8450 | SETUP | Send troubleshooting guide via email; customer to re‑configure router after reset. |
| #EOS00136639INBOUND | 2026-07-10 | — | 2.8 | 5 | 3 | 3 | 74.2% Developing | WRT1900AC | ACCESS | Customer to attempt login with default admin password. If unsuccessful, consider factory reset. Agent will email self-help steps. |
| #LTS00136646INBOUND | 2026-07-10 | — | 1.4 | 1 | 1 | 2 | 21.9% Needs Improvement | MR7310 | CONNECTIVITY | Customer advised to contact wall‑port/ISP and contact building owner; issue not resolved. |
| #LTS00136142INBOUND | 2026-07-10 | — | 2.6 | 4 | 1 | 3 | 61.6% Needs Improvement | LN11011202 | CONNECTIVITY | Escalated to second-level technical team; customer will receive a callback within 5–8 hours. |
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