Coaching Summary
The agent's performance this week shows room for improvement in communication clarity and protocol adherence, with an average overall score of 2.8 and a protocol score below threshold.
A key pattern is insufficient clarification of required customer actions and confirmation of understanding, leading to redundant requests and unresolved outcomes.
Key calls: #GI00044358
Risk Flags
Protocol score below 2.0 on 1 of 1 calls this week, indicating insufficient adherence to call handling procedures.
Correct behavior: Follow script guidelines for confirming customer understanding and next steps, especially when awaiting customer action; ensure clarity before closing.
Impact: Customer may remain unclear on required actions, leading to delays or repeat calls.
Related: #GI00044358
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 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
- Clarify Required InformationBefore asking for email replies, clearly outline each required piece of information (e.g., street address, apartment number, zip code) and confirm the customer understands each component.
- Reinforce Urgency and ContentAfter requesting customer action, immediately state why it's urgent, summarize what is required, and ask for confirmation of understanding before ending the call.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00044358 | 2026-06-24 | — | 2.8 | 5 | 2 | 3 | — | GENERAL INQUIRY | Customer to reply to email with complete shipping address. |