Coaching Summary
Performance is needs improvement, with an unresolved issue and overall score of 2.8
Failed to gather essential device information and applied irrelevant troubleshooting steps for a TV streaming issue
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 12.5% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.94 |
| Communication | 0.0 |
| Customer Ownership | 2.5 |
| Escalation Judgment | — |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Did not collect or verify product model/serial number or firmware version.
call 81da5dbe-71a0-11f1-9ce9-42010a62006f
improvement
Provided irrelevant troubleshooting (app reinstall, router password reset) for a TV-specific streaming issue.
call 81da5dbe-71a0-11f1-9ce9-42010a62006f
improvement
Failed to isolate the problem domain — did not determine if the issue was router-related, TV-related, app-related, or broadcast-related.
call 81da5dbe-71a0-11f1-9ce9-42010a62006f
Call Handling Findings
- Missing device detailsAlways collect product model, serial number, and firmware version at the start of each call
- Irrelevant troubleshootingFor TV-specific streaming issues, first determine if the problem is router-related, TV-related, app-related, or broadcast-related before suggesting troubleshooting
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did a good job politely greeting the customer and correctly identifying them by name, which helps build trust.
2
How do you currently verify the exact product model and firmware version of the customer's device before proceeding with troubleshooting?
3
When faced with a TV-specific streaming issue, what steps do you take to determine whether the problem lies with the router, the TV, the streaming app, or the broadcast signal?
4
Can you walk me through how you would confirm internet connectivity and stability on the customer's devices before suggesting advanced troubleshooting steps?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 81da5dbe-71a0-11f1-9ce9-42010a62006fINBOUND | 2026-06-26 | — | 2.8 | 3 | 2 | 3 | 12.5% Needs Improvement | MBE7000 | HARDWARE | If the pop-up recurs, restart the TV, power-cycle the router, and contact the TV manufacturer. Ticket 07773 created for reference. |