Coaching Summary
Declining performance with average overall score of 2.25 this week
Insufficient troubleshooting and premature call closures on warranty and account issues
Key calls: #LTS00135917, #GI00136126
Risk Flags
Critical dimension below threshold
Accuracy score below 2.5 in 1 of 2 calls this week
ExampleIn #GI00136126, accuracy scored 3.0 but protocol scored 2.0 with incomplete troubleshooting
Correct behavior: Follow KB troubleshooting sequences fully and document all actions taken
Impact: Increased risk of unresolved issues and repeat calls
Related: #GI00136126
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.25 | 2 |
| Technical Accuracy | 3.5 | 2 |
| Protocol | 2.0 | 2 |
| Communication | 2.5 | 2 |
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Score Diagnostics
Based on 2 calls reviewed this week.
Technical Findings
improvement
Failed to obtain serial number critical for warranty verification in #LTS00135917
#LTS00135917 · call f456a6bc-7917-11f1-ab3c-42010a663f80
improvement
Ended call #GI00136126 without verifying whether 'clear' action resolved offline device issue
#GI00136126 · call f3f53afa-79dd-11f1-85f6-42010a663f80
Call Handling Findings
- Incomplete troubleshootingAlways collect serial number for warranty cases and perform at least power cycle verification before closing
- Abrupt call closureAlways verify action success and document next steps before closing unresolved issues
Calibration Notes
- Short call (duration_seconds null) with overall 2.7 - grader may have had limited interaction context
- Overall 1.8 but protocol score 2.0 - potential escalation judgment inconsistency
Callback Chains
No callback chains detected.
Documentation Mismatches
No documentation mismatches found.
Suggested Coaching Conversation
1
I noticed you maintained polite engagement with customers this week - particularly your use of names and clear warranty information in #LTS00135917 was excellent.
2
In #LTS00135917, what challenges did you face when trying to verify warranty status without the serial number?
3
How can we ensure we always collect critical identifiers like serial numbers before discussing warranty terms?
4
In #GI00136126, what would have allowed you to confirm the device clearing was successful before ending the call?
5
What additional troubleshooting steps could you perform on connectivity issues to prevent callbacks?
6
How might we better document next steps when customers need to follow up after we end the call?
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| #LTS00135917 | 2026-07-06 | — | 2.7 | 4 | 2 | 3 | — | MX5500 | NO TROUBLESHOOTING NEEDED | Agent will email customer within 24 hours with instructions for warranty verification and next steps. |
| #GI00136126 | 2026-07-07 | — | 1.8 | 3 | 2 | 2 | — | GENERAL INQUIRY | None – call ended without resolution or defined next steps. |
Feedback
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