Coaching Summary
Declining performance with consistently low scores due to verification and confirmation gaps
Inconsistent device verification and superficial issue confirmation leading to unresolved calls
Key calls: #GI00130948
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 on all dimensions due to device verification and issue confirmation failures
ExampleOn #GI00130948, the agent provided incorrect serial number verification and manufacture year, leading to accuracy score of 1.
Correct behavior: Accurately verify device details and confirm issue understanding before proceeding with any troubleshooting or recommendations.
Impact: Customer received incorrect information about their device, leading to confusion and potential mistrust of support.
Related: #GI00130948
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
improvement
Incorrectly repeated the serial number (mismatch with customer’s spoken value) at [01:00], leading to verification failure.
#GI00130948 · call 21df44e0-6b44-11f1-9637-42010a62006f
improvement
Provided an initial incorrect manufacture year (2027) before correcting to 2017 at [04:00], risking customer confusion about product support.
#GI00130948 · call 21df44e0-6b44-11f1-9637-42010a62006f
improvement
Failed to verify warranty status explicitly; relied on legacy status inference without citing a lookup, potentially misrepresenting support options.
#GI00130948 · call 21df44e0-6b44-11f1-9637-42010a62006f
improvement
Did not confirm the customer's actual issue beyond the vague voice-feature question — remained at surface level, missing opportunity for targeted troubleshooting.
#GI00130948 · call 21df44e0-6b44-11f1-9637-42010a62006f
Call Handling Findings
- Device verification errorsVerify device details like serial number and manufacture year twice before proceeding with any troubleshooting or recommendations.
- Issue confirmation gapsUse open-ended questions and active listening to pinpoint the exact issue, then confirm understanding before proceeding with solutions.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You correctly identified the EA9500 as a legacy device and recommended upgrading, which shows good product knowledge — let's build on that strength.
2
When verifying serial numbers, can we review the exact process you used on #GI00130948 to ensure accuracy before any troubleshooting?
3
How can we structure our initial questioning to uncover the precise issue the customer is facing, as seen in the voice-feature inquiry on #GI00130948?
4
What steps can we take to confirm warranty status proactively, especially for legacy devices, to avoid assumptions like those on #GI00130948?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00130948INBOUND | 2026-06-18 | — | 1 | 1 | 1 | 1 | — | EA9500 | GENERAL INQUIRY | Advised the customer to upgrade to a newer router model for current features and support. |