Coaching Summary
Performance this week shows consistent politeness but needs improvement in technical accuracy and issue resolution due to incomplete information gathering.
Failed to collect necessary product details and provide actionable technical guidance, leading to unresolved issues and low overall scores.
Key calls: #LTS00132912
Risk Flags
Protocol score of 1.0 observed in 1 of 1 calls this week, indicating failure to follow standard call handling procedures.
Correct behavior: Follow standard call handling protocol: greet, identify issue, collect necessary information (model/serial), provide guidance or escalation path, confirm next steps.
Impact: Customer received no actionable guidance, leading to frustration and potential follow-up calls.
Related: #LTS00132912
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.8 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Issue clarification failureActive listening and targeted questioning to confirm the exact customer goal (e.g., 'Are you trying to disconnect your mesh nodes from an old account?') before proceeding.
- Missing product detailsPersistently collect model and serial number, use KB lookup if unavailable, and explain why the information is needed before proceeding.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00132912 | 2026-07-06 | — | 1.8 | 5 | 1 | 2 | — | MBE7000 | HARDWARE | Agent promised to send an email with further instructions; no concrete resolution or actionable steps were provided. |