[COACH] yeshi.lin@concentrix.com

Coaching Summary

Performance shows moderate accuracy but low protocol and communication scores, indicating needs in structured guidance and customer confirmation.

Inconsistent verification of router access and incomplete configuration guidance led to unresolved issues.

Key calls: #LTS00000879

Risk Flags

Critical Dimension Below Threshold

Protocol score of 2.0 indicates inconsistent call structure and poor guidance delivery.

ExampleFailed to verify router access credentials or confirm admin login capability, leading to unresolved issue.

Correct behavior: Follow KB guidelines to verify access before providing configuration steps and confirm customer understanding.

Impact: Customer unable to implement instructions, leading to potential repeat contact.

Related: #LTS00000879

View ticket #LTS00000879

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	2.6	1
Technical Accuracy	4.0	1
Protocol	2.0	1
Communication	2.0	1

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Score Diagnostics

Based on 1 calls reviewed this week.

Accuracy

4.00

Protocol

2.00

Communication

2.00

Overall

2.60

Technical Findings

improvement

Failed to verify router access credentials or confirm admin login capability.

#LTS00000879 · call 1efb7f0c-6872-11f1-888a-42010a663f85

improvement

Did not provide specific configuration steps for separating 2.4 GHz/5 GHz SSIDs.

#LTS00000879 · call 1efb7f0c-6872-11f1-888a-42010a663f85

Call Handling Findings

Router Access VerificationAlways verify the customer can log into the router admin page before providing configuration steps.
SSID Configuration GuidanceDeliver clear, model-specific SSID separation steps during the call.

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

#LTS00000879low

Documentation lacks specific SSID configuration steps that the grader identified as missing, causing an unresolved issue.

Grader says: Agent will email detailed steps for splitting the SSIDs; customer advised to check the manual.

Agent documented: 客户来电号码：18616790709 问题的简要描述：客户反馈子节点2.4G频段都连接正常，5G频段连接后无法正常上网故障排除步骤： Step1：建议客户交换主副节点测试是否为子节点单台设备的问题 Step2：客户信号不佳，挂断电话 Step3： Step4： Step5：

Suggested Coaching Conversation

You did a good job gathering contact information for follow-up in ticket #LTS00000879. How can we ensure we verify router access credentials before providing configuration steps?

What process can we use to deliver clear, model-specific SSID separation instructions during the call?

How might we confirm customer understanding before closing unresolved issues?

Can you describe a time when asking the customer to test the fix on the call would have prevented a callback?

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
#LTS00000879	2026-06-15	—	2.6	4	2	2	—	WHW01	GENERAL INQUIRY	Agent will email detailed steps for splitting the SSIDs; customer advised to check the manual.

Coach & QA View