Coaching Summary
Declining performance with low resolution and engagement scores due to complete lack of customer interaction
Automated script played but no live agent engagement, issue collection, or troubleshooting provided in all calls this week
Risk Flags
Critical dimension below threshold
Protocol score of 1.0 (below 2.0 threshold) due to complete lack of agent engagement after automated prompt
ExampleAgent played automated script then disconnected without live interaction or issue collection on call 89afb3aa-691b-11f1-a8f2-42010a623f91
Correct behavior: After automated prompts, engage customer with greeting, collect issue details, and apply troubleshooting before closure
Impact: Customer received no support, leading to potential repeat call and frustration
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)
V2 overall: 0.0% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | — |
| Technical Accuracy | — |
| Communication | — |
| Customer Ownership | — |
| Escalation Judgment | — |
| Customer Experience | — |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
strength
Automated welcome script contained accurate warranty registration instructions and support eligibility information per Linksys KB
call 89afb3aa-691b-11f1-a8f2-42010a623f91
improvement
Complete failure to engage customer after initial automated prompt - no live interaction, issue collection, or troubleshooting occurred
call 89afb3aa-691b-11f1-a8f2-42010a623f91
improvement
No troubleshooting or guidance provided to customer despite clear need for support; call ended in silence after automated script
call 89afb3aa-691b-11f1-a8f2-42010a623f91
Call Handling Findings
- Customer Engagement FailureAfter playing automated prompts, actively greet the customer, confirm they are ready to proceed, and ask for their issue description.
- Missing Troubleshooting StepsAfter greeting the customer, collect product details and issue description, then apply appropriate troubleshooting steps from KB before ending the call.
Calibration Notes
- Call lasted 684 seconds but consisted solely of automated script followed by silence - grader awarded low scores correctly despite duration
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your automated welcome script accurately communicated warranty information, which is excellent foundational knowledge.
2
When the automated prompt finishes, how do you currently confirm the customer is ready to proceed with live support?
3
What specific troubleshooting steps would you apply for a customer calling about general inquiries after greeting them?
4
Let's role-play engaging a customer after the script: greeting, confirming readiness, and collecting issue details.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 89afb3aa-691b-11f1-a8f2-42010a623f91INBOUND | 2026-06-16 | — | 1.8 | 5 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | None – call ended without agent engagement or assistance. |