Performance Gap Intelligence™

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Post-Call Analysis

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Training

Step 1: Reflection

Training

Step 2: Learning

Training

Step 4a: Takeaway

Training Results

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—%
Key Takeaways
    Related resources
      Close the loop
      Keep closing the gap.
      Attempts used1 of 3
      —
      My Scorecard
      —
      Customer Success Team Aurora Tier 2
      Date Range
      1 Feb – 8 May 2026

      This period

      72.4%
      AVG QA SCORE
      +14.4 points since last month
      Open Gaps
      4
      K2 S1 A1
      Gaps Closed
      9
      K4 S3 A2
      Sim Drills
      12
      10 completed · 2 assigned
      Coaching
      7
      Last on 25 Apr 2026

      AVG DAILY QA SCORE OVER TIME

      Your scorecard trend
      Weighted QA score across all evaluations. Vertical markers show Sim drill completions.
      72.4%
      +14.4 vs. start
      100 85 70 55 40 PASS · 70% SIM SIM SIM +14 +10 Feb 3Feb 17Mar 3Mar 17Mar 31Apr 14Apr 28May 8
      QA score Pass line (70%) Sim drill

      Performance gaps

      Open gaps, classified by K·S·A Loop stage
      K
      Verify & authenticate the customer's identity
      Customer Success QA6 misseslast 28 Apr 2026
      In Sim
      S
      Summarize action items & timelines before closing
      Customer Success QA4 misseslast 24 Apr 2026
      Coaching
      A
      Acknowledge customer emotion before resolving
      Customer Success QA3 misseslast 30 Apr 2026
      RTA firing
      K
      Give all required disclosures to the applicant
      Customer Success QA2 misseslast 20 Apr 2026
      Post-Call flag
      S
      Use the proper call opening & closing script
      Customer Success QA2 missesresolved 06 Apr 2026
      Closed
      The loop: RTA → Post-Call → Sim → Coaching → Closed

      Assigned sim training

      K
      Identity Verification Drill
      AssignedStart →
      S
      Empathy After Disclosure
      AssignedStart →
      S
      Action-Item Recap
      RecommendedStart →
      S
      Closing Script Mastery
      Completed98% pass

      Coaching notes

      Coaching date
      25 Apr 2026 · with K. Mensah
      Focus areas
      AuthenticationCall notation
      Feedback
      Strong recovery this period - your QA score crossed the pass line. Keep tightening identity verification at the open; that's the last Knowledge gap driving misses…read more
      Action plan
      Complete the Identity Verification sim before your next live block, and verify before any sensitive discussion…read more
      Follow-up
      13 May 2026 5 days to go
      View all coaching notes →
      Earlier notes
      28 Mar 2026· K. Mensah
      Tone improved after the empathy Sim - keep acknowledging emotion before moving to resolution.
      Empathy
      +6
      09 Mar 2026· L. Ortega
      Summarize action items and timelines before closing every call.
      Call control
      +3
      14 Feb 2026· K. Mensah
      Verify identity at the open, every time - this is the recurring miss driving fails.
      Opening
      QA 49%
      Team Scorecard
      Team Aurora
      Customer Success 18 agents Lead · Marcus Hale
      Team
      Team Aurora
      Date Range
      1 Feb – 8 May 2026
      QA Form
      All forms (142)
      Compare with previous period

      Top metrics

      85%
      Team QA Score
      +2.4 pts vs prev
      Agents Evaluated
      18/18
      Full team coverage
      Evaluations
      142
      +18 vs prev period
      Open Gaps · Team
      23
      K11 S7 A5
      Coaching Sessions
      11
      4 scheduled this week
      QA FormEvaluationsAvg. ScoreResults · pass / partial / fail
      Customer Success QA 96 35% 86.2% 5% 71187 View agents →
      Sales QA 46 12% 91.0% 2% 3862 View agents →

      Team QA score over time

      Team trend vs. previous period
      Weighted team-average QA score across all evaluations · Feb – May 2026
      84.5%
      +2.4 vs prev
      10085705540 PASS · 70% Feb 3Feb 17Mar 3Mar 17Mar 31Apr 14Apr 28May 8
      This period Previous period Pass line (70%)

      Agents needing attention

      · below 70% pass line
      AgentQA ScoreOpen GapsRecent evalsTop gap · loop stageLast coachingAction
      5SJ
      Serenity Jones
      15 evaluations
      		 58%
      K3A2
      		Coaching 24 Apr 2026 View →
      2TN
      Tanya Nguyen
      12 evaluations
      		 61%
      K2S2
      		In Sim 20 Apr 2026 View →
      3DP
      Devon Park
      11 evaluations
      		 64%
      A2S1
      		RTA firing 02 May 2026 View →
      1PS
      Priya Shah
      13 evaluations
      		 87%
      K2
      		Post-Call flag 28 Apr 2026 View →

      Team performance gaps

      QA SectionScore
      All sections
      All forms
      —
      Opening & Greeting
      Customer Success QA
      71%3%
      Empathy & Acknowledgment
      Customer Success QA
      64%5%
      Active Listening
      Customer Success QA
      78%2%
      Call Closing
      Customer Success QA
      69%2%
      Recurring gaps across the team · all sectionsOccurrence rateAgents
      K
      Verify & authenticate the customer's identity
      Customer Success QA · In Sim
      21% (11/18)
      3
      agents
      S
      Summarize action items & timelines before closing
      Customer Success QA · Coaching
      44% (8/18)
      8
      agents
      A
      Acknowledge customer emotion before resolving
      Customer Success QA · RTA firing
      39% (7/18)
      7
      agents
      K
      Give all required disclosures to the applicant
      Sales QA · Post-Call flag
      28% (5/18)
      5
      agents
      Coming soon

      Evaluations

      Browse, filter, and drill into individual QA evaluations across every call. This view is being built — check back soon.

      Coming soon

      Sim Training

      Your assigned drills and a library of practice scenarios, each targeting a specific Knowledge, Skill, or Attitude gap. This view is being built — check back soon.