Coaching Summary
Declining performance with all scores at minimum values due to factual inaccuracies and protocol violations
Consistently provided incorrect product information while failing to follow basic case documentation protocols
Key calls: #LTS00132977
Risk Flags
Scored accuracy=1 and protocol=1 (both below minimum acceptable thresholds) in the only recorded call
Correct behavior: Accurately represent product capabilities, verify customer equipment details, share only official Linksys resources, and document all technical inquiries in HappyFox
Impact: Customer received misleading information about product capabilities and had no formal support trail to reference
Related: #LTS00132977
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
Call Handling Findings
- Incorrect Product InformationVerify all product specifications against current Linksys documentation before responding, and confirm the customer's exact model before discussing features.
- Protocol ViolationSystematically collect serial number, warranty status, and create a HappyFox case for all technical inquiries, even when immediate resolution isn't possible.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00132977 | 2026-06-18 | — | 1 | 1 | 1 | 1 | — | MX4200 | SETUP | None provided; agent suggested calling back later. |