Coaching Summary
Performance shows decline with low protocol scores and unresolved cases, highlighting documentation and product identification gaps.
Agent struggles with case documentation and fails to gather essential product information before providing guidance.
Key calls: #LTS00116881, #GI00043822
Risk Flags
Critical Dimension Below Threshold
Protocol score of 1.0 in call #GI00043822 due to failure to identify product, collect information, or provide guidance.
ExampleAgent did not collect product model, serial number, or any identifying information, and provided no technical guidance during the travel router inquiry.
Correct behavior: Identify product model and collect serial number at call start; provide specific KB-backed guidance or direct to self-service resources.
Impact: Customer left without resolution or support path, increasing likelihood of repeat contact or unresolved issue.
Related: #GI00043822
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.2 | 2 |
| Technical Accuracy | 4.0 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.0 | 2 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to open a support case or document the interaction in the system, violating protocol for trackable customer issues.
#LTS00116881 · call 3784ea2e-747d-11f1-ad9e-42010a62006f
improvement
Provided only vague guidance instead of a specific, KB-backed procedure for changing the cloud-manager email, leaving the customer without actionable steps.
#LTS00116881 · call 3784ea2e-747d-11f1-ad9e-42010a62006f
improvement
Did not collect product model, serial number, or any identifying information required for support during the travel router inquiry.
#GI00043822 · call e32128f2-7694-11f1-b6e4-42010a663f85
improvement
Provided no technical or procedural guidance relevant to travel routers or network packages, failing to assist the customer's core concern.
#GI00043822 · call e32128f2-7694-11f1-b6e4-42010a663f85
Call Handling Findings
- Case Documentation OmissionAlways create a HappyFox case when resolution requires escalation, follow-up, or pending actions, and log all troubleshooting steps and next steps in the case notes.
- Product Clarification FailureAt the start of every call, clearly identify the product model and issue, collect serial number when applicable, and provide specific KB-backed guidance or direct to self-service resources.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your polite demeanor and effort to collect email details were strong aspects of call #LTS00116881 — let's build on that by ensuring we also document every interaction properly.
2
In call #LTS00116881, what steps could we take to ensure the customer's cloud-manager email change request gets tracked and resolved through HappyFox?
3
When a customer mentions a travel router like in #GI00043822, what specific information should we gather upfront to provide accurate support?
4
How can we turn the general guidance you provided in #LTS00116881 into step-by-step KB-backed instructions the customer can follow immediately?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00116881 | 2026-06-30 | — | 2.6 | 4 | 2 | 2 | — | WHW01 | HARDWARE | Customer advised to use live chat (or call back) and provide device serial/MAC so higher management can delete the existing cloud-manager email; no password change performed during the call. |
| #GI00043822 | 2026-07-03 | — | 1.8 | 4 | 1 | 2 | — | GENERAL INQUIRY | Agent recorded customer email and mentioned a survey would be sent. No technical resolution, support path, or self-help guidance was provided. |