Coaching Summary
Performance was inconsistent this week, with strong technical accuracy in one call but significant protocol and communication gaps in another.
Agent excels in providing correct technical information but needs to improve protocol adherence and clarity in customer interactions.
Key calls: #GI00135057, #GI00135071
Risk Flags
One call had accuracy score of 4 and protocol score of 1, indicating severe protocol violation and incomplete troubleshooting.
Correct behavior: Follow standard troubleshooting protocol: verify model/serial, check warranty, provide step-by-step guidance, and set clear next steps.
Impact: Customer left without resolution or actionable guidance, increasing risk of repeat call.
Related: #GI00135071
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.85 | 2 |
| Technical Accuracy | 4.5 | 2 |
| Protocol | 2.0 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 27.43% across 2 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.09 |
| Technical Accuracy | 2.03 |
| Communication | 1.25 |
| Customer Ownership | 1.25 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.25 |
- Partial Resolution: 1
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
Call Handling Findings
- Protocol AdherenceAlways confirm model/serial and warranty status before proceeding with troubleshooting.
- Technical Terminology AccuracyUse precise product terminology as per KB documentation.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #GI00135057INBOUND | 2026-06-29 | — | 3.9 | 5 | 3 | 3 | 54.9% Needs Improvement | EA8300 | GENERAL INQUIRY | Customer was informed that parental controls are supported and that models like LN1400, MX6200, and LN1100 support 2.5 Gbps WAN ports. Customer acknowledged and ended the call. |
| #GI00135071INBOUND | 2026-06-29 | — | 1.8 | 4 | 1 | 2 | 0.0% Needs Improvement | LN1601 | GENERAL INQUIRY | None – call ended without a solution or actionable next step. |