Coaching Summary
Agent showed low performance this week with an overall score of 1.1, indicating critical improvement areas.
Failed to execute basic troubleshooting and provided incorrect guidance, leading to customer frustration.
Risk Flags
Critical Dimension Below Threshold
Accuracy score of 1.0 due to incorrect guidance and lack of troubleshooting on the single call this week.
ExampleProvided incorrect URL 'port.linksys.com' and failed to perform any troubleshooting for app offline issue.
Correct behavior: Verify URLs against KB and perform local access check, reboot, and app login verification for app offline issues.
Impact: Customer received invalid support information, leading to frustration and potential misuse of incorrect resources.
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
Provided incorrect URL 'port.linksys.com' (KB references support.linksys.com, myrouter.local, [REDACTED_PHONE]).
call 77d9c972-6b50-11f1-9106-42010a623f91
improvement
Failed to perform any troubleshooting for app offline issue (KB expects local access check, reboot, app login verification).
call 77d9c972-6b50-11f1-9106-42010a623f91
improvement
Did not offer escalation, paid support options, or concrete self-help steps (KB requires at least one self-help path after paid support decline).
call 77d9c972-6b50-11f1-9106-42010a623f91
improvement
Misrepresented support options by directing to AI chat without explaining limitations (KB emphasizes troubleshooting before escalation).
call 77d9c972-6b50-11f1-9106-42010a623f91
Call Handling Findings
- Incorrect Support URLAlways verify URLs against KB before providing them to customers.
- Missing TroubleshootingPerform at least three troubleshooting steps (local access check, reboot, app login verification) before offering escalation or self-help.
Calibration Notes
- Agent marked call as resolved despite technical_resolution_status being 'not_fixed' and no troubleshooting performed.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did a good job acknowledging the customer's frustration with an apology—empathy is crucial. Can you walk me through how you would handle a similar app offline issue next time, ensuring you perform required troubleshooting steps?
2
What steps do you take to verify the correctness of URLs before sharing them with customers?
3
How would you offer escalation or self-help options when a customer declines paid support?
4
Can you describe a scenario where directing a customer to AI chat without explanation could cause confusion, and how you’d prevent that?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 77d9c972-6b50-11f1-9106-42010a623f91INBOUND | 2026-06-18 | — | 1.1 | 1 | 1 | 2 | — | GENERAL INQUIRY | Advised to visit support.linksys.com and look for the AI chat icon; no valid troubleshooting or escalation offered. |