Coach & QA View

krizelle.sequina@concentrix.com — Week of 2026-06-14 – 2026-06-20

2 Risk Flags

Coaching Summary

Performance needs improvement with consistent avoidance of engagement and protocol violations

Complete failure to execute basic support protocol and deliver accurate information

Risk Flags

Critical dimension below threshold

Accuracy score below 2.5 in 1 of 2 calls this week

ExampleCall a142b32e-6b68-11f1-b156-42010a623f91 received accuracy score of 1.0 for delivering incorrect brand/URL information

Correct behavior: Accurately state Linksys brand and use correct registration URL https://www.linksys.com/register

Impact: Customer received false brand information and invalid registration instructions

Pattern of abandonment

Operational closure status 'abandoned_or_vague' in 2 of 2 calls

ExampleBoth calls ended without issue identification, troubleshooting, or next steps after minimal engagement

Correct behavior: Engage customer, identify issue, execute troubleshooting protocol, and document outcome before closure

Impact: Customers received no support value and must re-contact for assistance

Week-over-Week Progress

No prior-week comparison available yet.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall1.42
Technical Accuracy3.02
Protocol1.02
Communication1.52

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 2 v2-scored calls this week2 auto-zeros

CategoryWeek Average
Resolution0.0
Technical Accuracy0.0
Communication0.0
Customer Ownership0.0
Escalation Judgment—
Customer Experience0.0

Score Diagnostics

Based on 2 calls reviewed this week.

Accuracy
3.00
Protocol
1.00
Communication
1.50
Overall
1.40

Technical Findings

improvement
Delivered incorrect brand name 'Lynxis' instead of Linksys, violating brand guidelines
call a142b32e-6b68-11f1-b156-42010a623f91
improvement
Provided invalid registration URL 'register.linxis.com' instead of official Linksys registration
call a142b32e-6b68-11f1-b156-42010a623f91

Call Handling Findings

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

No documentation mismatches found.

Suggested Coaching Conversation

1
I noticed your commitment to reading the welcome script accurately — let's discuss how we can build on that foundation to deliver complete customer support
2
When customers make off-topic remarks or use profanity, what approaches have you found effective for steering back to supportable issues?
3
Let's review the correct Linksys brand name and registration process together — can you demonstrate the current script wording?
4
How can we structure call openings to ensure we collect essential product details before proceeding with troubleshooting?

Coaching Best Practices

Five Principles for Effective Coaching Conversations

  1. SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
  2. Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
  3. Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
  4. 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.”
  5. 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

CaseDateDurationOverallAccuracyProtocolCommsV2ProductIssue TypeOutcome
bf4c73cc-6b5a-11f1-ae90-42010a62006fINBOUND2026-06-18—1.85120.0%
Needs Improvement
GENERAL INQUIRY
None – call ended without assistance.
a142b32e-6b68-11f1-b156-42010a623f91INBOUND2026-06-18—11110.0%
Needs Improvement
GENERAL INQUIRY
No resolution or next steps provided.