Coaching Summary
Performance is declining with low accuracy and protocol scores this week.
Frequent misidentification of product models and avoidance of technical troubleshooting before escalation.
Key calls: #LTS00134466
Risk Flags
Critical accuracy and protocol scores
Call #LTS00134466 had accuracy score 1 and protocol score 1, indicating severe issues with technical guidance and procedure follow-through.
ExampleAgent misidentified product model and skipped KB steps, providing incorrect guidance.
Correct behavior: Accurately identify product model and follow KB troubleshooting steps.
Impact: Customer received incorrect guidance, leading to unresolved issue.
Related: #LTS00134466
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 2 |
| Technical Accuracy | 3.0 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 0.0% across 2 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 1.25 |
| Communication | 0.0 |
| Customer Ownership | 0.86 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.54 |
- Unresolved: 2
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to follow KB-mandated extender setup flow (no power cycle, LED check, reset, or web UI guidance).
#LTS00134466 · call 1c466886-6f1a-11f1-bbf2-42010a623f91
improvement
Did not perform any standard troubleshooting steps before suggesting escalation.
call f466127a-6f29-11f1-8ec7-42010a623f91
Call Handling Findings
- Incorrect product identificationAccurately identify the product model and follow all KB troubleshooting steps (power cycle, LED verification, reset, web UI access) before concluding.
- Insufficient pre-escalation troubleshootingCollect model, serial, and warranty info; perform at least basic troubleshooting (e.g., speed tests, node reset) before escalation.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you effectively confirmed the customer's email address in ticket #LTS00134466 — great job ensuring accurate records.
2
Let's discuss strategies for accurately identifying product models to prevent misguidance.
3
How can we ensure all KB-mandated troubleshooting steps are completed before offering self-help resources?
4
What process can we follow to gather essential device information before suggesting escalation?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00134466INBOUND | 2026-06-23 | — | 2.8 | 1 | 1 | 3 | 0.0% Needs Improvement | RE6300 | CONFIGURATION | Agent promised to email support articles. No technical resolution provided. |
| f466127a-6f29-11f1-8ec7-42010a623f91INBOUND | 2026-06-23 | — | 2.8 | 5 | 2 | 2 | 0.0% Needs Improvement | CONNECTIVITY | Agent asked customer to call back for further isolation and possible escalation to Level 2. |