Coaching Summary
Poor performance with all scores at minimum due to lack of KB-backed troubleshooting and incorrect guidance.
Consistent failure to follow standard hardware troubleshooting protocols and providing irrelevant advice.
Key calls: #LTS00026950
Risk Flags
Accuracy score of 1 (below 2.0 threshold) and protocol score of 1, indicating severe performance issues in call #LTS00026950.
Correct behavior: Follow KB procedures for hardware faults, verify product details, and use approved terminology.
Impact: Customer received incorrect guidance, no resolution, and potential repeat call.
Related: #LTS00026950
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 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
- No KB-backed troubleshootingFollow KB-troubleshooting sequences for hardware faults, verifying power sources, outlets, and performing factory resets before considering replacements.
- Irrelevant advice and non-KB terminologyUse only KB-approved terminology and troubleshooting steps; focus on power/hardware for LED issues.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent claimed to register customer for replacement (implying resolution) but grader marked issue as not fixed and closure was abandoned_or_vague.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00026950 | 2026-06-18 | — | 1 | 1 | 1 | 1 | — | MX6200 | HARDWARE | Agent said they would register the customer for a replacement, but no case was created or confirmed. |