Coaching Summary
The agent's performance this week is rated as Needs Improvement, with technical accuracy and resolution effectiveness requiring development.
A consistent pattern of incomplete information gathering (model number, KB verification) led to unresolved customer issues and potential misguidance.
Key calls: #LTS00096954
Risk Flags
No risk flags this week.
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.9 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 4.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 42.14% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.62 |
| Technical Accuracy | 1.88 |
| Communication | 3.75 |
| Customer Ownership | 3.0 |
| Escalation Judgment | — |
| Customer Experience | 3.21 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Failed to obtain the model number, which is critical for determining compatibility and support pathing
#LTS00096954 · call f2493408-7402-11f1-b867-42010a623f91
improvement
Provided an unverified discontinuation date (November 6, 2023) without referencing the KB or confirming the model's EOL status
#LTS00096954 · call f2493408-7402-11f1-b867-42010a623f91
improvement
Did not reference velop_mesh_compatibility.md to assess cross-generation compatibility, missing an opportunity to provide accurate guidance
#LTS00096954 · call f2493408-7402-11f1-b867-42010a623f91
improvement
Assumed expansion was impossible without verifying whether newer nodes could be added to the existing system, leading to premature recommendation of a full upgrade
#LTS00096954 · call f2493408-7402-11f1-b867-42010a623f91
Call Handling Findings
- Model Number VerificationAlways obtain the model number before discussing compatibility or support options.
- KB Verification for EOL DatesAlways verify discontinuation and EOL dates using official KB documentation before sharing with customers.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You maintained clear and professional communication throughout the call, which helped Monica feel supported.
2
When advising on product discontinuation, how do you verify EOL dates before sharing them with customers?
3
What steps do you take to ensure you have the model number before discussing compatibility or support options?
4
How can you confirm whether additional nodes can be added to an existing mesh system before recommending a full upgrade?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00096954INBOUND | 2026-06-29 | — | 2.9 | 3 | 2 | 4 | 42.1% Needs Improvement | WHW03 | SETUP | Advise upgrade to a new Linksys mesh system to add additional nodes. |