Coaching Summary
Stable but low performance with consistent scores of 2.8 across both calls.
Frequent provision of inaccurate product information and unclear communication of next steps.
Key calls: #LTS00120954, #GI00050578
Risk Flags
Critical dimension below threshold
Scored accuracy=1 and protocol=1 (both below minimum thresholds) due to repeated technical inaccuracies and procedural failures.
ExampleIn #LTS00120954, agent provided incorrect model identification, false EOL claims, unverifiable warranty status, and inaccurate pricing.
Correct behavior: Verify product details, warranty status, and support policies via internal systems before communicating with the customer; follow KB-guidance for product support lifecycle.
Impact: Customer received misleading information, leading to confusion and unresolved issue requiring follow-up.
Related: #LTS00120954
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 2 |
| Technical Accuracy | 3.0 | 2 |
| Protocol | 2.0 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 26.39% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.94 |
| Communication | 2.5 |
| Customer Ownership | 2.5 |
| Escalation Judgment | — |
| Customer Experience | 2.5 |
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Incorrect model number initially stated (WAVGE003) and false claim that WHW03V2 is end-of-life and no longer receives firmware updates — per KB, WHW03 series is supported and eligible for updates.
#LTS00120954 · call fda49964-6e3f-11f1-8ae9-42010a660053
improvement
Provided inaccurate pricing for paid support ($15 vs $16) and unverifiable warranty status without system confirmation.
#LTS00120954 · call fda49964-6e3f-11f1-8ae9-42010a660053
strength
Correctly suggested power adapter swap as a valid first step for diagnosing power-related hardware faults on NX5500.
#GI00050578 · call 82a77c86-704c-11f1-a121-42010a663f85
improvement
Failed to explain why video evidence is required or what criteria will be used to approve the RMA, and did not confirm receipt of email despite multiple attempts.
#GI00050578 · call 82a77c86-704c-11f1-a121-42010a663f85
Call Handling Findings
- Technical accuracy verificationVerify product model, warranty status, and support policies via internal systems before communicating with the customer.
- Clear next-step communicationExplicitly state the purpose of requested information, set clear expectations for review timelines, and confirm receipt of customer-submitted materials during the call.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
#LTS00120954high
Agent documented 'the device is working' implying resolution, but grader marked issue unresolved and technical_resolution_status is not_fixed.
Grader says: Unresolved
Agent documented: the device is working but just want to link the app
Suggested Coaching Conversation
1
I noticed you effectively collected customer details and provided clear next steps in both calls — particularly the email follow-up plan in #LTS00120954. How do you ensure you have all necessary information before proceeding with troubleshooting?
2
In #LTS00120954, there were several instances of incorrect product and warranty information provided. What steps can you take to verify product details and warranty status before sharing them with customers?
3
Call #GI00050578 had some delays and filler words that affected call flow. What strategies can you use to minimize pauses and maintain a confident, concise communication style?
4
In #GI00050578, the customer was left uncertain about the next steps after requesting a video. How can you ensure customers understand the exact process and timeline for follow-up actions?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00120954OUTBOUND | 2026-06-22 | — | 2.8 | 1 | 1 | 2 | 26.4% Needs Improvement | SPNMX56TB | ACCESS | Agent will email troubleshooting instructions; customer may purchase a new Velop system. |
| #GI00050578 | 2026-06-25 | — | 2.8 | 5 | 3 | 2 | — | NX5500 | HARDWARE | Await customer’s video via email; after review, determine if hardware replacement under warranty is needed. |