Coaching Summary
Performance shows declining accuracy and resolution effectiveness this week.
Agent frequently defers troubleshooting and provides incorrect guidance, leading to unresolved cases.
Key calls: #TE00133591
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 2 of 3 calls this week
ExampleCall e2f4f5e6-6912-11f1-874a-42010a660053: agent provided incorrect warranty information and failed to collect serial number
Correct behavior: Verify warranty via KB, collect serial numbers, and explain RMA/escalation options
Impact: Customer left without valid support path, potential repeat call
Related: #TE00133591
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.73 | 3 |
| Technical Accuracy | 2.0 | 3 |
| Protocol | 1.33 | 3 |
| Communication | 2.0 | 3 |
V2 Rubric (Shadow Grading)
V2 overall: 22.24% across 3 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.42 |
| Technical Accuracy | 1.25 |
| Communication | 1.25 |
| Customer Ownership | 1.9 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.79 |
- Unresolved: 3
Score Diagnostics
Based on 3 calls reviewed this week.
Technical Findings
improvement
Provided materially incorrect warranty information for MX8500 and failed to initiate RMA process.
call e2f4f5e6-6912-11f1-874a-42010a660053
improvement
Provided incorrect support URL (support.netis.com) and omitted serial number collection.
#TE00133591 · call 54e7463a-69b4-11f1-ab49-42010a660053
improvement
Failed to verify extender state (LED, connectivity) before suggesting software update; no reset attempted.
call 704034aa-6c48-11f1-9ae4-42010a660053
Call Handling Findings
- Technical accuracyVerify warranty status via KB before denying claims, collect serial numbers upfront, and explain RMA/escalation options per protocol.
- Troubleshooting executionExecute at least one KB-recommended step (e.g., speed test, reboot) during the call before scheduling follow-ups.
Calibration Notes
- Very short call (duration_seconds: 433) with overall score 1.0; grader may have had insufficient signal to assess full context.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your professional tone in call #TE00133591 was appreciated by the customer—let's build on that strength.
2
When customers report warranty issues, how do you currently verify eligibility before denying replacement?
3
What immediate troubleshooting steps do you plan to execute before scheduling follow-ups on connectivity calls?
4
How can we ensure correct support URLs and self-help resources are always provided?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| e2f4f5e6-6912-11f1-874a-42010a660053OUTBOUND | 2026-06-15 | — | 1 | 1 | 1 | 1 | 5.9% Needs Improvement | MX8500 | HARDWARE | Agent incorrectly stated warranty expired and could not replace; no RMA, escalation, or self-help path offered. Call ended without resolution. |
| #TE00133591OUTBOUND | 2026-06-16 | — | 1.4 | 1 | 1 | 3 | 51.2% Needs Improvement | MX6200 | CONNECTIVITY | Scheduled follow-up call for 2:30 PM EST tomorrow; no troubleshooting or fix applied during this call. |
| 704034aa-6c48-11f1-9ae4-42010a660053OUTBOUND | 2026-06-20 | — | 2.8 | 4 | 2 | 2 | 9.6% Needs Improvement | HARDWARE | Agent will email customer with software-update instructions and further troubleshooting steps. |