Coaching Summary
Declining performance with an average overall score of 1.8 this week.
Consistently failed to collect essential product information and perform basic troubleshooting, leading to unresolved issues.
Key calls: #LTS00036256
Risk Flags
Protocol Violation
Protocol score of 1.0 due to inadequate call handling and poor customer engagement.
ExampleUsed excessive filler responses ('Hmm', 'Ah') and failed to acknowledge customer frustration or set clear expectations.
Correct behavior: Maintain professional communication, actively acknowledge customer concerns, and provide clear next steps.
Impact: Customer felt unheard and unsupported, potentially leading to frustration and repeat contacts.
Related: #LTS00036256
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.8 | 1 |
| Technical Accuracy | 4.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 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
improvement
Failed to collect product serial number or verify warranty status, which is required for hardware fault claims and RMA eligibility.
#LTS00036256 · call edecb0fc-710e-11f1-909b-42010a663f85
improvement
Did not perform any diagnostic or troubleshooting steps for a reported hardware/connectivity issue, violating basic support protocol.
#LTS00036256 · call edecb0fc-710e-11f1-909b-42010a663f85
improvement
Ended the call with only a vague promise to email steps, without confirming content, timeline, or follow-up process.
#LTS00036256 · call edecb0fc-710e-11f1-909b-42010a663f85
Call Handling Findings
- Missing Warranty VerificationCollect serial number and verify warranty status within the first 2 minutes of any hardware-related call, using KB-1234 guidelines.
- Zero Troubleshooting StepsExecute at least two basic troubleshooting steps (power cycle + firmware update) for connectivity issues before closing or escalating.
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 clearly explained the Linksys warranty policy during your call with #LTS00036256 — that's excellent knowledge sharing with the customer.
2
Let's discuss how we can ensure we collect critical information like serial numbers earlier in the call, especially for hardware issues.
3
What strategies can we use to incorporate at least two basic troubleshooting steps for connectivity problems before considering escalation?
4
How can we replace filler words like 'Hmm' with more professional acknowledgments while maintaining a natural flow?
5
When we promise to email steps, how can we structure that commitment to include specific details and timelines to avoid vague follow-ups?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00036256 | 2026-06-26 | — | 1.8 | 4 | 1 | 2 | — | UNKNOWN | ACCESS | Agent promised to email troubleshooting steps but provided no immediate guidance or confirmation of follow-up. |