Coaching Summary
Declining resolution effectiveness with unresolved technical issues this week.
Inconsistent adherence to KB procedures for firmware upgrades led to unresolved calls.
Key calls: #GI00013269
Risk Flags
Critical Dimension Below Threshold
Scored accuracy 1 and protocol 1 on firmware upgrade call, indicating severe performance gaps.
ExampleOn call 3ba81e0a-6ab4-11f1-9fda-42010a663f80, agent misidentified model and skipped KB steps, leading to unresolved issue.
Correct behavior: Follow KB steps for firmware upgrade: verify model, check hardware version, guide to web UI, verify firmware, backup configuration.
Impact: Customer's firmware upgrade remained stalled, leading to frustration and potential repeat call.
Related: #GI00013269
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.1 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 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
Misidentified model as 'LG F310C' (should be LGS310C).
#GI00013269 · call 3ba81e0a-6ab4-11f1-9fda-42010a663f80
improvement
Failed to verify hardware version (KB Step 1).
#GI00013269 · call 3ba81e0a-6ab4-11f1-9fda-42010a663f80
improvement
Did not guide customer to web UI ([REDACTED_PHONE]) or check current firmware (KB Steps 2–3).
#GI00013269 · call 3ba81e0a-6ab4-11f1-9fda-42010a663f80
improvement
Did not instruct to back up configuration (KB Step 5).
#GI00013269 · call 3ba81e0a-6ab4-11f1-9fda-42010a663f80
Call Handling Findings
- KB Procedure AdherenceAlways verify model number matches KB, follow each step in order including hardware version check, web UI access, firmware verification, and configuration backup before closing.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did a good job collecting contact details for follow-up, which ensures the customer has a path to resolution. How do you see we can build on that strength in future calls?
2
In the recent firmware upgrade call (#GI00013269), we missed several KB steps. What processes can we put in place to ensure we follow each step in order?
3
How can we verify model numbers more carefully at the start of calls to prevent misidentification?
4
What supports do you need to consistently follow all aspects of the KB procedure, especially for complex issues like firmware upgrades?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00013269 | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | — | LGS310C | CONFIGURATION | Callback promised; no fix applied. |