Coach & QA View

paolo.ebora@concentrix.com — Week of 2026-06-14 – 2026-06-20

Hybrid Week 3 Risk Flags

Coaching Summary

Performance is declining this week, with average overall score of 1.87 driven by protocol and accuracy gaps.

Consistent failures in collecting critical device information and following KB troubleshooting sequences.

Key calls: #LTS00116112, #LTS00133667, #TE00134119

Risk Flags

Critical Dimension Below Threshold

Accuracy score of 1.0 and protocol score of 1.0 in call #LTS00116112, indicating severe protocol and technical failures.

ExampleAgent failed to obtain router model, provided no KB-aligned troubleshooting for solid red LED, and misinterpreted LED status as hardware damage.

Correct behavior: Obtain model/serial, follow KB troubleshooting for solid red LED (WAN cable check, power cycle), and avoid assumptions without validation.

Impact: Customer received incorrect diagnosis, no resolution path, and was instructed to perform unsupported 'damage test'.

Related: #LTS00116112

View ticket #LTS00116112

Critical Dimension Below Threshold

Protocol score of 1.0 in call #TE00134119 for failing to collect serial number during warranty escalation and ignoring customer frustration.

ExampleAgent did not collect serial number, failed to verify prior case, and ignored customer's expressed frustration while placing on hold for unavailable Level 2 technician.

Correct behavior: Collect serial/number for warranty cases, acknowledge customer frustration, provide alternative paths when escalation is unavailable, and update case notes.

Impact: Customer experienced unresolved issue, repeated hold times, and felt dismissed; case lacked critical details for L2 handoff.

Related: #TE00134119

View ticket #TE00134119

Critical Dimension Below Threshold

Protocol score of 1.0 in call #LTS00133667 for failing to collect product model and update existing HappyFox case with troubleshooting steps.

ExampleAgent did not obtain product model despite multiple opportunities and failed to update the existing case ([REDACTED_PHONE]) with performed resets and 5-press method.

Correct behavior: Collect model/serial at call start and update all relevant cases with complete troubleshooting details and outcomes.

Impact: Case history incomplete, leading to potential duplication and delayed resolution for future interactions.

Related: #LTS00133667

View ticket #LTS00133667

Week-over-Week Progress

Overall moved down 0.36 vs. last week.; Accuracy moved down 0.33 vs. last week.
Overall-0.36 ▼
Accuracy-0.33 ▼
Protocol-0.50 ▼
Comms-0.50 ▼
Handle time: +3m 08s longer avg

Scorecard

DimensionWeek AverageCalls Reviewed
Overall1.873
Technical Accuracy2.673
Protocol1.03
Communication1.333

V2 Rubric (Shadow Grading)

V2 overall: 59.78% across 2 v2-scored calls this week

CategoryWeek Average
Resolution2.81
Technical Accuracy2.5
Communication3.12
Customer Ownership3.57
Escalation Judgment5.0
Customer Experience1.61

Score Diagnostics

Based on 3 calls reviewed this week.

Accuracy
2.67
Protocol
1.00
Communication
1.33
Overall
1.87

Technical Findings

improvement
Misinterpreted solid red LED as confirmed hardware damage without validation, contradicting KB which states solid red = no internet signal from modem.
#LTS00116112  ·  call 1d36835e-6a27-11f1-87a2-42010a663f80
improvement
Provided technically incorrect reset instructions: 'hold reset button until solid blue' instead of 15-second factory reset per KB.
#LTS00133667  ·  call a3d5ddd2-6aa0-11f1-9675-42010a62006f

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
Your successful use of the 5-press method on the Velop node in #LTS00133667 demonstrates strong technical skill when protocols are followed—let's discuss how to consistently apply that level of accuracy across all calls.
2
In #LTS00116112, the missing router model prevented proper LED interpretation. What steps can we add to our call opening to guarantee model/serial capture every time?
3
The reset instruction error in #LTS00133667 highlights a critical KB knowledge gap. Let's review the exact reset procedures for Velop and MX series to ensure perfect alignment.
4
Handling frustration in #TE00134119 showed opportunity for stronger customer ownership. How can we structure escalation handoffs to maintain empathy and clear next steps?

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
#LTS001161122026-06-17—1111—E5350ACCESS
Ticket opened; customer instructed to call back for 'damage test'.
#LTS00133667INBOUND2026-06-17—2.821291.9%
Meets / Exceeds
MX2000CONNECTIVITY
Internet access restored on PC and Roku; customer advised to reconnect other devices using same Wi-Fi credentials and avoid unnecessary resets.
#TE00134119INBOUND2026-06-19—1.851127.7%
Needs Improvement
RE6400SETUP
Awaiting callback from Level 2 technician (currently on break).