Coaching Summary
Performance shows a need for improvement with an overall score of 2.8, indicating areas to address.
Technical accuracy issues and protocol misses were observed in the handling of an out-of-warranty replacement request.
Key calls: #TE00136182
Risk Flags
Protocol score of 2.0 observed in 1 call this week, indicating missed steps in call handling.
Correct behavior: Follow protocol to collect serial number and verify warranty status before proceeding with replacement discussions.
Impact: Risk of incorrect processing of replacement requests and potential compliance issues.
Related: #TE00136182
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 3.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 65.0% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.25 |
| Technical Accuracy | 3.75 |
| Communication | 2.5 |
| Customer Ownership | 5.0 |
| Escalation Judgment | 5.0 |
| Customer Experience | 5.0 |
- Appropriate Escalation: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
Call Handling Findings
- Incorrect Support URLAlways verify and provide the correct support URL as per KB documentation.
- Missing Serial NumberCollect serial number and verify warranty status before discussing replacement options.
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #TE00136182OUTBOUND | 2026-07-07 | — | 2.8 | 3 | 2 | 3 | 65.0% Needs Improvement | MX6200 | GENERAL INQUIRY | Agent will verify inventory for MX6200 and contact customer with availability details. |