Coaching Summary
Stable performance with room for improvement in technical accuracy and documentation
Premature escalation due to incomplete device information collection and incorrect support URL usage
Risk Flags
Low accuracy score
Accuracy score of 2.0 due to missing critical device information and incorrect support URL
ExampleProvided 'support.links.com' instead of the correct URL and failed to collect product model/serial number
Correct behavior: Collect product model and serial number during initial contact and always use support.linksys.com
Impact: Customer may be misdirected and unable to proceed with replacement without repeat contact
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 2.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 4.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 61.38% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.56 |
| Technical Accuracy | 1.25 |
| Communication | 5.0 |
| Customer Ownership | 5.0 |
| Escalation Judgment | 3.5 |
| Customer Experience | 5.0 |
- Appropriate Escalation: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Incorrect support URL provided: 'support.links.com' instead of 'support.linksys.com'.
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improvement
Failed to collect product model number, which is required for replacement processing.
call a0676638-6f47-11f1-b4ec-42010a623f91
improvement
Failed to collect product serial number, which is required for warranty verification and RMA processing.
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improvement
Did not verify or discuss warranty status, a critical step for replacement eligibility.
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Call Handling Findings
- Incorrect support URLAlways verify and use the official support.linksys.com URL when providing web resources.
- Missing device informationCollect product model and serial number during initial contact for all replacement-related inquiries.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your professional tone and clear callback scheduling demonstrated strong customer ownership—this is exactly how we want customers to feel heard.
2
When handling replacement requests, what steps do you currently take to collect device information before confirming next steps?
3
How do you verify warranty status during calls, and what resources do you reference for support URLs?
4
Let's role-play a scenario where a customer requests a replacement without providing model/serial numbers—how would you guide them through the required collection process?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| a0676638-6f47-11f1-b4ec-42010a623f91INBOUND | 2026-06-23 | — | 2.8 | 2 | 2 | 4 | 61.4% Needs Improvement | GENERAL INQUIRY | Callback scheduled for Thursday 11:00 AM–12:00 PM ET with Customer Assurance team. |