Coaching Summary
The agent's overall performance this week shows a need for improvement, with an average overall score of 1.8 and frequent technical inaccuracies.
The agent consistently applied incorrect troubleshooting methods due to insufficient product verification, leading to unresolved issues and low scores.
Key calls: #LTS00035663
Risk Flags
Scored accuracy 1.0 and protocol 1.0 due to incorrect technical guidance and missing verification steps
Correct behavior: Verify product model/serial number, use Pair button for SPNM60/62 series, and confirm parent node internet before troubleshooting.
Impact: Customer received incorrect instructions, issue remained unresolved, and trust in support was compromised.
Related: #LTS00035663
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.8 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 20.45% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.94 |
| Technical Accuracy | 0.94 |
| Communication | 2.5 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.79 |
- Ownership Gap: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Incorrect pairing methodVerify product model and use the correct pairing method: Pair button for SPNM60/62 series per led_cog_mesh_group_d_spnm60_62.md.
- Missing model verificationBefore proceeding, confirm the exact product model and serial number with the customer and cross-reference KB articles.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00035663INBOUND | 2026-07-02 | — | 1.8 | 1 | 1 | 2 | 20.4% Needs Improvement | EA6400 | CONNECTIVITY | Ticket opened (35663) for further investigation; advise follow-up with correct model verification and proper pairing method. |