Coaching Summary
Declining performance with low resolution rates and accuracy issues this week
Consistent protocol violations and technical inaccuracies in troubleshooting, particularly around device identification and configuration guidance
Key calls: #LTS00003727
Risk Flags
Accuracy and protocol scores critically low (1/1) due to incorrect guidance and protocol violations.
Correct behavior: Refer to KB for valid DNS configurations and collect required device information before troubleshooting
Impact: Customer received incorrect instructions that could cause network disruption or security risks
Related: #LTS00003727
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
- Missing Device InformationAlways collect product model, serial number, and warranty status at the start of technical calls before any troubleshooting steps.
- Incorrect DNS ConfigurationRefer to KB for validated DNS values and verify correctness before advising customers; never provide values not explicitly documented.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00003727 | 2026-06-26 | — | 1 | 1 | 1 | 1 | — | MX2000 | CONNECTIVITY | Call ended without resolution. Escalation mentioned but not executed (no case number, timeline, or confirmation). |