Coaching Summary
Declining
Inconsistent documentation and failure to collect critical product information, leading to unresolved escalations
Key calls: #PR00128785, #PR00134557
Risk Flags
Critical dimension below threshold
Accuracy score of 5.0 but protocol score consistently below 2.0 across all calls
ExampleIn #PR00128785, agent failed to follow escalation protocol by not providing case numbers or timelines
Correct behavior: Follow Linksys escalation protocol: provide case number, expected response time, and confirmation of receipt
Impact: Customer left without clear path forward, leading to frustration and potential escalation
Related: #PR00128785, #PR00134557
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 2 |
| Technical Accuracy | 5.0 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
V2 overall: 57.26% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.5 |
| Technical Accuracy | 2.97 |
| Communication | 2.5 |
| Customer Ownership | 2.64 |
| Escalation Judgment | 4.0 |
| Customer Experience | 3.04 |
- Successful Resolution: 1
- Unresolved: 1
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to collect product model number and serial number, which are mandatory for any RMA or replacement request
#PR00134557 · call 10b4a882-7a5c-11f1-ae1d-42010a660053
improvement
Did not verify warranty status before agreeing to process a replacement
#PR00134557 · call 10b4a882-7a5c-11f1-ae1d-42010a660053
improvement
Failed to collect product model, serial number, or verify warranty status despite the issue being directly related to a product failure and warranty claim
#PR00128785 · call 23375594-7a44-11f1-8c0b-42010a660053
improvement
Did not provide a case number, escalation reference, or expected timeline for follow-up
#PR00128785 · call 23375594-7a44-11f1-8c0b-42010a660053
Call Handling Findings
- Collect product detailsAlways collect product model, serial number, and verify warranty status before discussing resolution options or compensation.
- Document and track requestsCreate a HappyFox case for every request and provide a trackable reference number with clear next steps.
Calibration Notes
None recorded this week.
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
Your calm professionalism in #PR00128785 was excellent—how do you currently verify warranty details before offering solutions?
2
When customers reject standard compensation as in #PR00128785, what alternative resolution paths do you consider?
3
How can we ensure every escalation includes a trackable case number and clear timeline?
4
In #PR00134557, what steps could we take to verify warranty status before initiating replacements?
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 | 2026-07-07 | — | 2.8 | 5 | 2 | 2 | 16.9% Needs Improvement | GENERAL INQUIRY | Escalation to upper management initiated; gift card cancellation pending. | |
| #PR00134557OUTBOUND | 2026-07-07 | — | 2.8 | 5 | 1 | 3 | 97.6% Meets / Exceeds | HARDWARE | Request forwarded to shipping department for processing; estimated delivery in 7–14 business days. No RMA or tracking number provided. |
Feedback
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