Coaching Summary
Declining performance with severe engagement and protocol gaps despite perfect accuracy on a single call.
Complete failure to transition from script to active customer support, resulting in abandoned calls and low scores.
Key calls: #LTS00103689
Risk Flags
Failed to engage with customer or acknowledge requests, resulting in protocol score of 1 on CONNECTIVITY call.
Correct behavior: After script, transition to active listening: greet customer, confirm issue understanding, and document all requests.
Impact: Customer felt ignored, leading to unresolved issue and potential repeat contact.
Related: #LTS00103689
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.8 | 1 |
| Technical Accuracy | 5.0 | 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
- Call Engagement ProtocolAfter script, actively greet customer, confirm understanding of issue, and document all requests (e.g., callback times).
- Case Documentation CompletenessCollect model, serial, and contact details within first 30 seconds; initiate at least one troubleshooting step before closing.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00103689INBOUND | 2026-06-20 | — | 1.8 | 5 | 1 | 1 | — | WHW03 | CONNECTIVITY | None – agent did not respond to customer after initial greeting. |