Coaching Summary
Performance is declining with consistently low resolution rates and high unresolved call counts.
Agent frequently fails to engage live or follow structured troubleshooting protocols, leading to abandoned calls.
Key calls: #LTS00090465, #LTS00080392
Risk Flags
Accuracy score of 1.0 in call #LTS00080392 due to no issue identification or troubleshooting
Correct behavior: Follow standard issue identification protocol: verify product model, serial number, and exact customer-reported symptoms before troubleshooting
Impact: Customer received no actionable support, leading to potential service disruption
Related: #LTS00080392
Protocol score of 1.0 in call #LTS00080392 due to no standard flow adherence
Correct behavior: Adhere to support protocol: greet → identify issue → troubleshoot → confirm resolution → close
Impact: Customer left without support path, increasing likelihood of repeat contact
Related: #LTS00080392
Two calls (100%) ended with operational_closure_status: abandoned_or_vague
Correct behavior: Use scripted closure phrases and confirm next steps before ending calls
Impact: Customers may perceive support as unavailable or unhelpful
Related: #LTS00090465, #LTS00080392
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.45 | 2 |
| Technical Accuracy | 3.0 | 2 |
| Protocol | 1.0 | 2 |
| Communication | 2.0 | 2 |
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 | — |
| Customer Ownership | — |
| Escalation Judgment | — |
| Customer Experience | — |
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
Call Handling Findings
- Live Agent EngagementImmediately offer live agent transfer when IVR detects unsupported scenarios or unresolved issues.
- Issue IdentificationAlways verify the exact customer-reported issue using open-ended questions before proceeding.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
Agent documented a resolution while grader assessed the call as unresolved with no troubleshooting performed.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00090465INBOUND | 2026-06-29 | — | 1.8 | 5 | 1 | 2 | 0.0% Needs Improvement | EA6350 | CONFIGURATION | None — call ended without agent interaction or actionable support. |
| #LTS00080392 | 2026-06-30 | — | 1.1 | 1 | 1 | 2 | — | WHW01 | CONNECTIVITY | None – call ended without any actionable outcome. |