Coaching Summary
Declining performance with all scores at minimum threshold due to incomplete troubleshooting
Consistently skips essential diagnostic steps and fails to provide actionable solutions
Key calls: #PR00019307
Risk Flags
Critical Dimension Below Threshold
Scored accuracy of 1 (below 2.5 threshold) on call #PR00019307 due to incomplete troubleshooting and missing diagnostic steps
ExampleAgent did not perform modem-direct speed test, power cycle, or WAN port speed check despite upload speed issue
Correct behavior: Follow KB procedures universal_isp_speed_tiers.md: always test speed at modem, power cycle router, and verify WAN port speed
Impact: Customer remains without working upload speed solution, likely to call back
Related: #PR00019307
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)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Failed to collect or confirm product model accurately (initially transcribed as MWX5500, but corrected to MX5500 from context).
#PR00019307 · call 8492b7ee-79a3-11f1-b267-42010a663f85
improvement
Did not perform basic troubleshooting steps required by KB: no modem-direct speed test, no power cycle, no WAN port speed check.
#PR00019307 · call 8492b7ee-79a3-11f1-b267-42010a663f85
improvement
Did not access or guide customer to router dashboard (http://[REDACTED_PHONE] or http://myrouter.local) to check settings or firmware.
#PR00019307 · call 8492b7ee-79a3-11f1-b267-42010a663f85
Call Handling Findings
- Incomplete TroubleshootingAlways perform a modem-direct speed test, power cycle the router, and verify WAN port speed before concluding the issue is unresolved.
- Missing Diagnostic PathGuide customers to access router dashboard (http://myrouter.local), verify WAN port speed, check firmware, and provide specific test commands.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You collected the customer's email address in #PR00019307, which shows good foresight for follow-up — let's build on that strength.
2
In #PR00019307, you didn't perform the modem-direct speed test or check WAN port speed. What obstacles did you face when trying to guide the customer through these steps?
3
When customers report upload speed issues on MX5500 routers, what specific KB articles do you refer to for required troubleshooting steps?
4
How can we ensure every call with unresolved technical issues ends with a clear next-step or callback promise?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #PR00019307 | 2026-07-07 | — | 1 | 1 | 1 | 1 | — | MX5500 | CONNECTIVITY | Customer to retest upload speed later and call back. |
Feedback
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