Coaching Summary
Declining performance with all score dimensions at minimum values due to fundamental process gaps
Complete lack of device validation and troubleshooting execution leading to unresolved cases
Key calls: #LTS00065475
Risk Flags
Accuracy and protocol scores at minimum values (1/5) due to complete lack of proper device identification and troubleshooting
Correct behavior: Follow KB procedures for device validation, serial number collection, and minimum troubleshooting steps before closure
Impact: High risk of repeat call and potential warranty claim errors
Related: #LTS00065475
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
- Device identification validationConfirm valid product model using KB lists and require clear serial number entry before proceeding.
- Troubleshooting executionExecute at least one relevant troubleshooting step or escalate with documented attempt before closing unresolved calls.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent documented assumption of resolution while grader marked issue as not applicable and closure was abandoned
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00065475 | 2026-06-24 | — | 1 | 1 | 1 | 1 | — | MBE7000 | CONNECTIVITY | None provided. |