Coaching Summary
Performance shows technical accuracy but needs improvement in protocol and resolution clarity.
Tends to provide correct data but misses key policy explanations and documentation steps.
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 72.82% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 3.12 |
| Technical Accuracy | 4.06 |
| Communication | 3.75 |
| Customer Ownership | 3.57 |
| Escalation Judgment | — |
| Customer Experience | 4.29 |
- Partial Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Did not clearly explain that Linksys warranties are non-transferable, contrary to KB guidance.
call 716a178e-68cd-11f1-b93f-42010a623f91
improvement
Failed to create or reference a HappyFox case number, violating support protocol.
call 716a178e-68cd-11f1-b93f-42010a623f91
improvement
Left the customer with unresolved uncertainty despite having correct product/warranty data.
call 716a178e-68cd-11f1-b93f-42010a623f91
Call Handling Findings
- Warranty Policy ExplanationExplicitly state warranty non-transferability per KB policy and always create a HappyFox case for unresolved issues or customer inquiries requiring follow-up.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You provided accurate warranty dates and correctly identified the router model and serial number — great job on the technical details.
2
When discussing warranty transferability, how do you currently verify and communicate Linksys policy to customers?
3
Can we review the process for creating HappyFox cases during calls that require follow-up?
4
What strategies do you use to ensure customers understand the next steps after a callback is promised?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 716a178e-68cd-11f1-b93f-42010a623f91INBOUND | 2026-06-15 | — | 2.8 | 5 | 2 | 3 | 72.8% Developing | MX6200 | GENERAL INQUIRY | Agent promised a follow-up call within 2–3 hours to provide further information. No definitive answer on warranty transferability was given. |