Coaching Summary
Performance is stable with room for growth in technical accuracy and resolution verification
Relies on correct LED interpretation but needs stronger model verification and outcome confirmation
Key calls: #TE00115402, #LTS00136011, #LTS00136679
Risk Flags
Incorrect Guidance
Applied 5-press method to non-compatible MX-55EC model in 1 call this week
ExampleIn call #LTS00136011, instructed 5-press reset on MX-55EC despite KB stating it's unsupported
Correct behavior: Only use 5-press method on WHW, MX, MR, MBE series with Intelligent Mesh per universal_5press_models.md
Impact: Customer experienced unresolved connectivity issues requiring repeat contact
Related: #LTS00136011
Unverified Resolution
Failed to confirm internet connectivity after mesh re-pairing in 3 calls
ExampleIn call #LTS00136679, confirmed solid blue LED but did not verify internet access
Correct behavior: Always ask customers to confirm functional internet after critical steps
Impact: Potential hidden connectivity issues leading to callbacks
Related: #LTS00136679, #LTS00136142, #136693
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.68 | 41 |
| Technical Accuracy | 2.98 | 41 |
| Protocol | 2.34 | 41 |
| Communication | 2.76 | 41 |
V2 Rubric (Shadow Grading)
V2 overall: 52.81% across 35 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.23 |
| Technical Accuracy | 2.41 |
| Communication | 3.25 |
| Customer Ownership | 3.21 |
| Escalation Judgment | 2.86 |
| Customer Experience | 2.49 |
- Unresolved: 15
- Partial Resolution: 12
- Successful Resolution: 8
Score Diagnostics
Based on 41 calls reviewed this week.
Technical Findings
improvement
Instructed 5-press reset on MX-55EC (call_id: 25e1598a-7958-11f1-a1dc-42010a623f91), which is invalid per KB; caused unresolved connectivity.
#LTS00136011 · call 25e1598a-7958-11f1-a1dc-42010a623f91
improvement
Advised factory reset without verifying WAN status in WHW03V2 mesh (call_id: 075b68d32-7b91-11f1-bf11-42010a623f91), skipping critical modem test.
#LTS00136693 · call 075b68d32-7b91-11f1-bf11-42010a623f91
improvement
Claimed EA7500 is EOL/unsupported (call_id: 8c2e9344-7c5d-11f1-ab65-42010a62006f) contrary to KB; prevented valid troubleshooting.
#EOS00136664 · call 8c2e9344-7c5d-11f1-ab65-42010a62006f
strength
Correctly applied 5-press pairing to MX2000 (call_id: 329b747e-7c66-11f1-abed-42010a623f91) per KB, resolving mesh re-pairing.
#LTS00136679 · call 329b747e-7c66-11f1-abed-42010a623f91
Call Handling Findings
- Model VerificationAlways verify model/serial number and warranty status before proceeding with model-specific steps.
- Resolution VerificationAlways ask customers to confirm successful outcomes (e.g., 'Is the light now solid blue?', 'Can you access the internet?').
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you provided excellent step-by-step guidance during the MX2000 re-pairing in #LTS00136679—that clear instruction really helps customers succeed. How do you approach ensuring they understand each step?
2
In several calls like #LTS00136011 and #EOS00136664, model verification was missed before providing critical guidance. What strategies could help ensure we always confirm the exact device model first?
3
You mentioned offering callbacks in some cases but didn't always get confirmation of success. How might we build a habit of asking for explicit 'Is it working now?' after key steps?
4
When discussing product support status, accuracy is crucial. How can we double-check KB status before stating a model is end-of-life or unsupported?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00115402 | 2026-07-06 | — | 1.8 | 2 | 2 | 2 | — | SPNMX56CF | ACCESS | Agent will email customer with further instructions after the call. |
| #LTS00120820 | 2026-07-06 | — | 1 | 1 | 1 | 1 | — | EA6350 | CONNECTIVITY | Agent mentioned escalation but provided no details, ticket number, or timeframe. No resolution or concrete next step given. |
| #LTS00135932INBOUND↩ cb | 2026-07-06 | — | 2.8 | 5 | 2 | 3 | 85.6% Meets / Exceeds | MX20WH2 | SETUP | Customer saved new Wi-Fi settings; agent scheduled a callback within three minutes to verify completion. |
| #LTS00135940INBOUND↩ cb | 2026-07-06 | — | 1.8 | 5 | 1 | 3 | 5.4% Needs Improvement | WHW01 | CONNECTIVITY | None; call ended without agent engagement. |
| #LTS00135932OUTBOUND↩ cb | 2026-07-06 | — | 3.5 | 5 | 2 | 3 | — | MX20WH2 | SETUP | Customer confirmed the issue was resolved after restarting the app; no further action required. |
| #LTS00135940INBOUND↩ cb | 2026-07-06 | — | 2.8 | 5 | 3 | 2 | 52.6% Needs Improvement | WHW01 | CONNECTIVITY | Customer to perform 5‑press reset and report back on device status. No follow-up scheduled. |
| #EOS00135949INBOUND | 2026-07-06 | — | 3.8 | 5 | 3 | 3 | 61.6% Needs Improvement | EA7500 | CONFIGURATION | Customer instructed to perform a factory reset and reconfigure the router; no further verification or support path offered. |
| #LTS00080578INBOUND | 2026-07-06 | — | 1.8 | 1 | 1 | 3 | 53.6% Needs Improvement | WHW03 | SETUP | Agent incorrectly declared issue resolved based on LED color alone. Customer may still lack internet access. |
| #LTS00135968INBOUND | 2026-07-06 | — | 2.8 | 4 | 2 | 3 | 38.3% Needs Improvement | MBE7000 | HARDWARE | Ticket created (LTS00135968); customer advised to call back for troubleshooting and possible warranty replacement. |
| #EOS00135971INBOUND | 2026-07-06 | — | 2.8 | 1 | 4 | 3 | 61.1% Needs Improvement | EA6350 | CONNECTIVITY | Perform a factory reset (hold reset button 30 seconds) and run the initial setup wizard again. |
| #LTS00068291INBOUND | 2026-07-06 | — | 2.8 | 5 | 2 | 3 | 69.4% Needs Improvement | MR9600 | NO TROUBLESHOOTING NEEDED | Customer advised to reset admin password using recovery key; no confirmation of success or next steps provided. |
| #EOS00135981INBOUND | 2026-07-06 | — | 1.8 | 1 | 2 | 3 | 8.3% Needs Improvement | EA7500 | ACCESS | Suggested upgrading to a newer router; no password-reset steps provided. |
| #LTS00109882INBOUND | 2026-07-06 | — | 3 | 4 | 2 | 3 | 62.3% Needs Improvement | MR8300 | SETUP | Wi-Fi network restored after reset; customer reports connection. Advised to test internet access via wired connection to router and contact support if issue persists. |
| #TE00007036INBOUND | 2026-07-06 | — | 3.7 | 4 | 2 | 3 | 63.4% Needs Improvement | MX4200 | CONNECTIVITY | Node reconnected; advised to keep node within range and consider wired backhaul if possible. |
| #LTS00136011INBOUND | 2026-07-06 | — | 2 | 1 | 2 | 2 | 65.3% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer to contact ISP (Bell) to verify router registration and WAN configuration (DHCP/PPPoE/Static) and call back; ticket LTS00136011 created. |
| #LTS00136139INBOUND | 2026-07-07 | — | 2.8 | 2 | 2 | 3 | 41.1% Needs Improvement | MX4200CF | SETUP | Customer observed solid blue LED and successful speed test. No further troubleshooting performed. |
| #LTS00136142INBOUND | 2026-07-07 | — | 2.3 | 3 | 2 | 2 | 70.1% Developing | LN11011202 | CONNECTIVITY | Restart router, monitor for recurrence, call back if issue persists; ticket created for potential escalation. |
| #LTS00136152INBOUND | 2026-07-07 | — | 2.8 | 2 | 3 | 3 | 79.7% Developing | MR8300 | CONNECTIVITY | Speed improved to ~120 Mbps after reset; customer advised to test wired to modem later and monitor performance. Follow-up needed to confirm full ISP speed and determine if hardware replacement is required. |
| #LTS00136166INBOUND↩ cb | 2026-07-07 | — | 2.8 | 4 | 2 | 3 | 81.9% Developing | WHW03 | CONNECTIVITY | Wait for Spectrum to restore internet service; if routers remain solid red, perform a factory reset and call back using ticket LTS00136166. |
| #LTS00136200INBOUND | 2026-07-07 | — | 1.8 | 1 | 2 | 3 | 95.8% Meets / Exceeds | MX6200 | ACCESS | Factory reset performed; customer advised not to use Bridge Mode again. LTS ticket opened for further investigation. |
| #LTS00117661 | 2026-07-08 | — | 1 | 1 | 1 | 1 | — | EA6350 | CONFIGURATION | Vague promise of escalation and email follow-up; no immediate fix or validated path provided. |
| #EOS00136331INBOUND | 2026-07-08 | — | 2.8 | 3 | 2 | 3 | 16.7% Needs Improvement | EA7300 | SETUP | Customer will perform a factory reset and reconfigure the router via the web interface. |
| #LTS00136166INBOUND↩ cb | 2026-07-08 | — | 1.7 | 3 | 1 | 2 | — | WHW03 | CONNECTIVITY | None – call ended without guidance or next steps. |
| #LTS00136166OUTBOUND↩ cb | 2026-07-08 | — | 2.9 | 2 | 4 | 3 | 57.1% Needs Improvement | WHW03 | CONNECTIVITY | Internet and Wi‑Fi confirmed working; no further steps needed. |
| #LTS00136339INBOUND | 2026-07-08 | — | 2.8 | 1 | 2 | 3 | 49.0% Needs Improvement | MR7350 | CONNECTIVITY | Customer advised to verify modem functionality with a wired laptop and to contact ISP if the router remains solid red. |
| #LTS00089193INBOUND↩ cb | 2026-07-08 | — | 1 | 1 | 1 | 1 | 33.1% Needs Improvement | MX6200 | CONNECTIVITY | No resolution achieved; agent abandoned the customer. Customer left without functional network or clear next steps. |
| #LTS00089193OUTBOUND↩ cb | 2026-07-08 | — | 3.9 | 5 | 3 | 4 | 85.6% Meets / Exceeds | MX6200 | CONNECTIVITY | Wait for the app to confirm node pairing (solid white LEDs). |
| #LTS00136231INBOUND | 2026-07-08 | — | 4.7 | 5 | 5 | 4 | 100.0% Meets / Exceeds | MR7310 | CONNECTIVITY | Router restored to normal operation; internet connectivity confirmed and working. |
| #GI00136503INBOUND | 2026-07-09 | — | 2.1 | 2 | 2 | 3 | 2.1% Needs Improvement | E5350 | HARDWARE | Advised customer to upgrade to a newer router due to alleged out-of-support status. No troubleshooting or escalation offered. |
| #EOS00136541INBOUND | 2026-07-09 | — | 2.8 | 1 | 2 | 2 | — | E1200 | SETUP | Recommend purchasing a new router; no troubleshooting performed. |
| #LTS00068926INBOUND | 2026-07-09 | — | 4 | 5 | 4 | 2 | 87.7% Meets / Exceeds | WHW03 | CONNECTIVITY | Node re-added to mesh; solid blue LED indicates successful reconnection. |
| #LTS00022277INBOUND | 2026-07-09 | — | 4.6 | 5 | 4 | 4 | 89.3% Meets / Exceeds | MX6200 | ACCESS | Login restored; customer to re‑configure any custom settings as needed. |
| #EOS00136664INBOUND | 2026-07-10 | — | 2.8 | 1 | 2 | 2 | 12.3% Needs Improvement | EA7500 | CONNECTIVITY | Factory reset suggested; recommendation to purchase MX6200 mesh system. |
| #EOS00136669INBOUND | 2026-07-10 | — | 3.4 | 4 | 2 | 3 | 20.6% Needs Improvement | EA7500 | SETUP | Advise customer to return EA7200 and purchase a supported model (MX4200). |
| #GI00136672INBOUND | 2026-07-10 | — | 1.5 | 1 | 3 | 4 | 85.4% Meets / Exceeds | WHW03 | CONFIGURATION | Informed customer that the router is end-of-life and will not receive further firmware updates (factually incorrect per KB). |
| #EOS00136677INBOUND | 2026-07-10 | — | 1.3 | 1 | 2 | 3 | 16.7% Needs Improvement | VLP01 | ACCESS | Customer advised to reset and replace the router without any prior troubleshooting or validation. |
| #LTS00136679INBOUND | 2026-07-10 | — | 3.7 | 5 | 4 | 3 | 68.5% Needs Improvement | MX2000 | SETUP | All nodes re-paired and appear online; customer confirmed status and asked follow-up about wired vs wireless connections. |
| #EOS00136686INBOUND | 2026-07-10 | — | 1.6 | 1 | 1 | 3 | 14.9% Needs Improvement | EA8300 | CONNECTIVITY | Informed customer the router is out of support; no further action taken. |
| #GI00136688INBOUND | 2026-07-10 | — | 4.7 | 5 | 3 | 4 | 12.8% Needs Improvement | WHW03 | GENERAL INQUIRY | Customer advised to purchase MX2000 or MX4200 nodes; call closed with self-help resolution. |
| #LTS00136693INBOUND | 2026-07-10 | — | 3.7 | 4 | 4 | 3 | 64.6% Needs Improvement | WHW03 | ACCESS | Nodes returned to green LEDs; advised to wait five minutes then relocate nodes back to original positions. |
| #EOS00136713INBOUND | 2026-07-10 | — | 2.2 | 5 | 2 | 2 | 36.1% Needs Improvement | EA8300 | CONFIGURATION | No resolution achieved. Customer advised to contact Spectrum for a temporary router, which does not address the immediate need for the guest password on the existing router. |
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