Coaching Summary
Declining performance with unresolved customer issue and multiple protocol violations
Failed to verify warranty details and escalate appropriately, leading to unresolved customer dissatisfaction
Key calls: #PR00128785
Risk Flags
Protocol Violation
Protocol score of 1.0 due to failure to verify warranty details and escalate appropriately
ExampleDid not escalate to a supervisor despite clear customer frustration and intent to escalate externally (BBB complaint)
Correct behavior: Follow escalation protocol when customer expresses dissatisfaction or intent to escalate, including supervisor involvement
Impact: Customer left unresolved and dissatisfied, potential reputational damage
Related: #PR00128785
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.8 | 1 |
| Technical Accuracy | 4.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
V2 Rubric (Shadow Grading)
V2 overall: 7.5% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 2.5 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Score Diagnostics
Based on 1 calls reviewed this week.
Technical Findings
improvement
Failed to verify warranty status, purchase details, or serial number for a defective product claim, leading to an unsupported resolution attempt.
#PR00128785 · call fc725be0-7b13-11f1-babd-42010a660053
improvement
Did not follow proper entitlement or RMA protocol for hardware fault, offering a $22 gift card without policy justification or eligibility verification.
#PR00128785 · call fc725be0-7b13-11f1-babd-42010a660053
Call Handling Findings
- Warranty verificationAlways verify warranty eligibility (purchase date, serial number, product registration) before offering any resolution for defective hardware.
- Escalation protocolImmediately escalate to a supervisor or manager when customers mention external complaints, threats to reputation, or repeated dissatisfaction.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
You maintained a polite tone throughout the call, which helped de-escalate the situation. How do you feel about the process for verifying warranty details before offering refunds?
2
When a customer mentions intent to escalate to external bodies like the BBB, what steps do you take to ensure proper escalation within Linksys?
3
Can you walk me through how you determine refund eligibility for defective hardware claims?
4
How do you currently document and communicate escalation decisions to ensure continuity of care?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #PR00128785OUTBOUND | 2026-07-08 | — | 1.8 | 4 | 1 | 2 | 7.5% Needs Improvement | E8450 | GENERAL INQUIRY | Offered $22 digital gift card (not accepted). No further action taken. |
Feedback
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