[COACH] glecelmae.leonor@concentrix.com

Coaching Summary

Developing performance with critical technical accuracy gaps despite successful resolution outcome.

Technical inaccuracies in device-specific knowledge (LED states, model verification) combined with strong execution of resolution procedures.

Risk Flags

Critical dimension below threshold

Call had accuracy score of 1 (below 2.5 threshold) and protocol score of 2 (below 2.0 threshold).

ExampleAgent incorrectly explained LED states and skipped model verification during troubleshooting.

Correct behavior: Accurately reference model-specific KB documentation for status indicators and always verify product model before recommending advanced procedures.

Impact: Risk of customer misunderstanding LED states leading to incorrect self-troubleshooting attempts.

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	3.0	1
Technical Accuracy	1.0	1
Protocol	2.0	1
Communication	3.0	1

V2 Rubric (Shadow Grading)

V2 overall: 81.25% across 1 v2-scored calls this week

Category	Week Average
Resolution	3.75
Technical Accuracy	3.12
Communication	3.75
Customer Ownership	5.0
Escalation Judgment	5.0
Customer Experience	5.0

Successful Resolution: 1

Score Diagnostics

Based on 1 calls reviewed this week.

Accuracy

1.00

Protocol

2.00

Communication

3.00

Overall

3.00

Technical Findings

improvement

Incorrect LED interpretation: claimed solid red LED indicates setup mode (02:00), directly contradicting the KB (led_intelligent_mesh_consumer.md). This is a critical accuracy error.

call 15474352-6f06-11f1-a42a-42010a62006f

improvement

Failed to confirm product model before recommending 5-press method, risking incorrect procedure on unsupported models (e.g., SPNM/LN series with Pair button).

call 15474352-6f06-11f1-a42a-42010a62006f

Call Handling Findings

LED state interpretationReference KB documentation for LED meanings specific to the reported product model before explaining status indicators.
Model verification before proceduresAlways confirm product model and consult universal_5press_models.md before recommending advanced recovery procedures.

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

No documentation mismatches found.

Suggested Coaching Conversation

Your successful application of the 5-press method shows strong technical execution when information is correct - well done on confirming resolution through LED changes.

You mentioned solid red indicates setup mode at 02:00, but our KB states this means 'No internet connection'. How can we build a verification habit for device-specific indicators?

Before recommending advanced recovery procedures next week, what checklist will you use to confirm the exact product model and supported features?

When closing calls after technical guidance, how will you systematically confirm the customer observed the expected outcome to prevent post-call issues?

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
15474352-6f06-11f1-a42a-42010a62006fINBOUND	2026-06-23	—	3	1	2	3	81.2% Developing		CONNECTIVITY	Node rejoined the mesh; customer can now relocate the node.

Coach & QA View