[COACH] albertdominic.roa@concentrix.com

Coaching Summary

Consistently low performance with average overall score of 1.8 across all calls this week.

Failed to engage customers and collect required information, leading to abandoned_or_vague closures on all calls.

Risk Flags

Pattern of abandonment

Closed as abandoned_or_vague on 2 of 2 calls this week due to lack of agent engagement and no issue resolution.

ExampleCall 724311b0-70ed-11f1-b847-42010a62006f ended with no live agent interaction — only an automated greeting was played, and the call was classified as abandoned_or_vague.

Correct behavior: Engage live agent promptly, collect customer information, and either resolve the issue or escalate appropriately with documented next steps.

Impact: Customers received no support, potentially leading to frustration and repeat contacts.

Critical dimension below threshold

Protocol score below 2.0 on call 724311b0-70ed-11f1-b847-42010a62006f (score=1), indicating poor adherence to support protocols.

ExampleOn call 724311b0-70ed-11f1-b847-42010a62006f, the agent (or lack thereof) resulted in a protocol score of 1, as no customer engagement or case information was collected.

Correct behavior: Follow Linksys protocol to collect product model, serial number, and issue description before proceeding; document all interactions.

Impact: Lack of protocol adherence leads to unsupported calls and potential compliance issues.

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	1.8	2
Technical Accuracy	5.0	2
Protocol	1.5	2
Communication	2.5	2

V2 Rubric (Shadow Grading)

V2 overall: 50.0% across 2 v2-scored calls this week

Category	Week Average
Resolution	—
Technical Accuracy	—
Communication	5.0
Customer Ownership	—
Escalation Judgment	—
Customer Experience	—

Partial Resolution: 2

Score Diagnostics

Based on 2 calls reviewed this week.

Accuracy

5.00

Protocol

1.50

Communication

2.50

Overall

1.80

Technical Findings

strength

The automated message provided factually correct information regarding product registration and support eligibility, consistent with the KB.

call 724311b0-70ed-11f1-b847-42010a62006f

improvement

Failed to engage with the customer or collect required case information per Linksys protocol, leading to no issue identification or troubleshooting.

call 724311b0-70ed-11f1-b847-42010a62006f

improvement

Did not obtain a description of the customer's problem or reason for calling, resulting in no diagnostic steps or guidance being provided.

call 969da990-70f1-11f1-b1b0-42010a62006f

Call Handling Findings

Incomplete customer intakeAlways open calls by requesting product model, serial number, and a brief issue description before proceeding with any troubleshooting.
No troubleshooting initiationAfter collecting basic info, immediately begin appropriate troubleshooting based on the reported issue or guide the customer to self-help resources.

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

No documentation mismatches found.

Suggested Coaching Conversation

You delivered the opening script accurately, aligning with KB guidelines — great job maintaining compliance on the initial greeting.

In both calls this week, we ended without collecting basic product details. How do you approach gathering model and serial number information when a customer calls?

When a customer doesn't immediately state their issue, what steps do you take to encourage them to share the problem details?

Let's review the protocol for initiating troubleshooting — can you walk me through the required first steps before proceeding with any diagnostics?

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
724311b0-70ed-11f1-b847-42010a62006fINBOUND	2026-06-25	—	1.8	5	1	1	0.0% Needs Improvement		GENERAL INQUIRY	not_applicable
969da990-70f1-11f1-b1b0-42010a62006fINBOUND	2026-06-25	—	1.8	5	2	4	100.0% Meets / Exceeds		GENERAL INQUIRY	No resolution; call ended without further action.

Coach & QA View