Coaching Summary
Declining - single call scored minimum across all metrics due to technical inaccuracies.
Systematic delivery of KB-contradicting guidance leading to unresolved connectivity issue.
Key calls: #EOS00136485
Risk Flags
Critical dimension below threshold
Scored accuracy 1.0 and protocol 1.0 due to multiple technical inaccuracies and avoidance of proper troubleshooting.
ExampleInstructed customer to hold reset button for 10 minutes (contradicts KB) and provided invalid support URL www.lex6.com.
Correct behavior: Follow KB-documented reset procedure (10 seconds) and always use official support.linksys.com URL.
Impact: Customer received false instructions, leading to continued connectivity issues and wasted time.
Related: #EOS00136485
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Incorrect reset instructions (hold for 10 minutes) — contradicts KB [03:00].
#EOS00136485 · call baf0a100-7b62-11f1-9a72-42010a663f80
improvement
Provided wrong support URL (www.lex6.com) — factual inaccuracy [22:00].
#EOS00136485 · call baf0a100-7b62-11f1-9a72-42010a663f80
Call Handling Findings
- Technical accuracyVerify all instructions against current KB before delivering; use only official Linksys support URLs; follow documented firmware update process via router UI.
Calibration Notes
- Call received auto-zero for avoidance/evasion despite duration_seconds being null; human verification recommended for auto-zero rationale alignment.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You initiated a follow-up email in this call—which is excellent proactive behavior. Let's discuss how we can pair that with accurate technical guidance.
2
Can you walk me through how you verified the reset procedure against KB before instructing the customer?
3
What steps could we add to our escalation checklist to catch cases where basic troubleshooting fails?
4
How might we confirm we're using the correct support URLs before sharing them in future calls?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #EOS00136485 | 2026-07-09 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | FUGITUI5500 | CONNECTIVITY | Agent promised to email the customer; no technical fix was confirmed. |
Feedback
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