Coaching Summary
Declining performance with severe technical inaccuracies leading to unresolved issues.
Provided unsupported and incorrect technical instructions, resulting in call abandonment and customer frustration.
Key calls: #LTS00005419
Risk Flags
Accuracy and protocol scores of 1 due to completely incorrect technical guidance and call abandonment.
Correct behavior: Follow KB-documented troubleshooting steps, verify URLs/IPs, collect product information, and escalate when resolution is unattainable.
Impact: Customer received dangerous misconfiguration instructions, leading to potential connectivity loss and repeated support contacts.
Related: #LTS00005419
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
- Incorrect technical guidanceVerify all URLs, configuration steps, and interface names against KB before instructing customers; cross-check supported values.
- Missing product informationCollect product model, serial number, and warranty status at the start of every call to guide accurate troubleshooting.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Documentation omits all agent errors (incorrect URLs, unsupported LAN IP change, fictional interfaces) recorded in grader notes, risking repeat mistakes by downstream agents.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00005419 | 2026-06-23 | — | 1 | 1 | 1 | 1 | — | MR8300 | CONNECTIVITY | No resolution achieved. Customer was advised to call back later without a clear action plan. |