Coaching Summary
Performance declined this week with all scores at minimum due to lack of live agent interaction
Calls resulted in unresolved outcomes with minimal engagement and routing issues
Risk Flags
Critical dimension below threshold
Call had accuracy score of 1.0, indicating severe issues in technical accuracy
ExampleCall ended after IVR greeting with no live agent interaction, resulting in minimum scores across all dimensions
Correct behavior: Ensure all inbound calls are properly routed to live agents for troubleshooting and resolution attempts
Impact: Customer received no technical assistance, leading to unresolved inquiry
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)
V2 overall: 0.0% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | — |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
No technical findings extracted.
Call Handling Findings
None recorded this week.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your dedication to handling calls is evident, even in challenging routing scenarios. Let's discuss strategies for ensuring all calls connect with live agents.
2
How do you currently verify call routing when customers reach IVR endpoints?
3
What processes could we implement to prevent minimum-score outcomes on unrouted calls?
4
Let's review the IVR script together to identify opportunities for clearer guidance to customers needing immediate assistance.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 671d5582-6e9c-11f1-bc85-42010a62006fINBOUND | 2026-06-23 | — | 1 | 1 | 1 | 1 | 0.0% Needs Improvement | GENERAL INQUIRY | None – call ended after IVR. |