Coaching Summary
Performance shows variability with one strong call but two significant concerns in troubleshooting and information accuracy
Inconsistent application of troubleshooting protocols and occasional factual inaccuracies in support hours communication
Key calls: TE0011086
Risk Flags
Accuracy score below 2.5 in 1 of 3 calls this week
Correct behavior: Follow KB-mandated troubleshooting sequence for hardware faults including reboot, power-cycle, and LED verification
Impact: Increased escalation risk and potential misdiagnosis of hardware defects
Related: TE0011086
Provided materially false information about support hours
Correct behavior: Refer to KB article 90 for accurate support hours (8am-11pm EST, Mon-Fri) and proactively clarify time zones
Impact: Set unrealistic expectations about support availability
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.4 | 3 |
| Technical Accuracy | 3.67 | 3 |
| Protocol | 2.33 | 3 |
| Communication | 2.67 | 3 |
V2 Rubric (Shadow Grading)
V2 overall: 20.87% across 3 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 0.52 |
| Technical Accuracy | 0.83 |
| Communication | 2.5 |
| Customer Ownership | 3.33 |
| Escalation Judgment | 3.5 |
| Customer Experience | 2.98 |
- Unresolved: 2
- Appropriate Escalation: 1
Score Diagnostics
Based on 3 calls reviewed this week.
Technical Findings
Call Handling Findings
- Troubleshooting protocol adherenceComplete standard troubleshooting sequence (reboot, power-cycle, factory reset) and verify LED states before declaring hardware defective.
- Accurate support hours communicationProactively state support hours with time zone clarification from the first response to avoid contradictions.
Calibration Notes
- Zero agent interaction - entire call consisted of automated greeting only. All scores at 0.0 requires human verification of scoring logic for automated-only calls.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 958564d0-6912-11f1-b497-42010a62006fINBOUND | 2026-06-15 | — | 1.8 | 4 | 1 | 2 | 62.6% Needs Improvement | HARDWARE | Escalated to upper management for replacement approval; pending feedback within 24-48 business hours. | |
| 9f61e354-6b5e-11f1-8eee-42010a623f91INBOUND | 2026-06-18 | — | 3.6 | 2 | 5 | 3 | 0.0% Needs Improvement | GENERAL INQUIRY | Provided correct closing time; customer acknowledged and ended call. | |
| 022a8558-6b60-11f1-85f3-42010a623f91INBOUND | 2026-06-18 | — | 1.8 | 5 | 1 | 3 | 0.0% Needs Improvement | GENERAL INQUIRY | None – call ended without any interaction or agent intervention. |