Coaching Summary
Performance this week shows strong technical accuracy but very low overall scores due to inconsistent verification and closure practices.
Agent delivers correct technical guidance but fails to verify customer success or provide clear call summaries, leaving issues unresolved.
Key calls: #LD00121165
Risk Flags
Call had accuracy score of 5.0 but protocol and communication scores below 2.0, indicating major gaps in call structure and customer engagement.
Correct behavior: Follow KB guidelines for information collection, verify solutions functionally, and provide clear call summaries before closure.
Impact: Customer remained uncertain if issue was resolved, leading to potential repeat calls and reduced trust.
Related: #LD00121165
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.2 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 84.52% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 5.0 |
| Technical Accuracy | 5.0 |
| Communication | 2.5 |
| Customer Ownership | 5.0 |
| Escalation Judgment | — |
| Customer Experience | 1.79 |
- Successful Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Solution verification omissionAfter providing access instructions, ask the customer to confirm they can see the router's web interface and log in successfully before closing the call.
- Ambiguous call closureBefore ending the call, summarize the solution, confirm the customer has completed it successfully, and schedule a follow-up if necessary.
Calibration Notes
- High technical accuracy (5.0) but very low overall (2.2) due to protocol and communication failures; grader may have undervalued technical precision relative to customer experience deficits.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LD00121165INBOUND | 2026-06-17 | — | 2.2 | 5 | 2 | 2 | 84.5% Developing | SPNM60 | ACCESS | Access router via web browser at http://192.168.1.1 or http://myrouter.local and log in with admin password from router label. |