Coaching Summary
Performance shows strengths in communication but critical gaps in technical protocol execution, resulting in unresolved cases.
The agent consistently omits standard troubleshooting steps and product identification, leading to unresolved connectivity issues.
Key calls: #GI00009646
Risk Flags
Protocol score of 2.0 due to failure to follow standard troubleshooting procedures
Correct behavior: Follow documented troubleshooting flow: power cycle -> WAN check -> Wi-Fi settings before escalation/callback
Impact: Customer received incomplete assistance and must repeat call for basic diagnostics
Related: #GI00009646
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.7 | 1 |
| Technical Accuracy | 4.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 59.82% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.62 |
| Technical Accuracy | 2.81 |
| Communication | 3.75 |
| Customer Ownership | 5.0 |
| Escalation Judgment | 5.0 |
| Customer Experience | 4.29 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Incomplete troubleshooting stepsSystematically perform power cycle, WAN connection verification, and Wi-Fi broadcast settings check before escalating or setting callbacks.
- Missing product model confirmationConfirm the product model number verbally and document it early in every call to guide troubleshooting.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent documented product model in notes but grader assessed it was never confirmed during the live interaction.
Suggested Coaching Conversation
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00009646INBOUND | 2026-06-16 | — | 2.7 | 4 | 2 | 3 | 59.8% Needs Improvement | CONNECTIVITY | Customer to call back when at home for full troubleshooting and possible hardware replacement |