Coaching Summary
Performance shows potential but requires focused improvement in technical verification; overall score of 3.6 this week
Tended to make product recommendations without verifying existing customer equipment or product validity
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 3.6 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 3.0 | 1 |
| Communication | 4.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 50.4% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.5 |
| Technical Accuracy | 1.25 |
| Communication | 2.5 |
| Customer Ownership | 4.29 |
| Escalation Judgment | — |
| Customer Experience | 2.5 |
- Partial Resolution: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Recommended MX4050, a non-existent Linksys model (contradicts KB and product lineup)
call 417f8fa6-73cf-11f1-b7ca-42010a623f91
improvement
Did not verify the customer's existing router model or warranty status before making recommendations
call 417f8fa6-73cf-11f1-b7ca-42010a623f91
strength
Provided accurate port and compatibility details for valid models (MX5500, MX4200)
call 417f8fa6-73cf-11f1-b7ca-42010a623f91
Call Handling Findings
- Incorrect product recommendationVerify product existence against current product lineup before making recommendations, and cross-check with KB documentation
- Insufficient pre-call verificationAlways collect and verify customer's existing device model and warranty status before proceeding with product recommendations
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You did a great job explaining warranty coverage and purchase options clearly to the customer
2
Can you walk me through how you verify product existence before making recommendations?
3
What steps do you take to confirm the customer's current router model and warranty status during calls?
4
How do you ensure compatibility details match the customer's existing network setup?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 417f8fa6-73cf-11f1-b7ca-42010a623f91INBOUND | 2026-06-29 | — | 3.6 | 3 | 3 | 4 | 50.4% Needs Improvement | MX5500 | GENERAL INQUIRY | Customer to purchase one of the recommended MX models (MX5500 or MX4200) from a retailer. |