---
name: "quality-csat-and-coaching"
description: "Use when the support team needs a report card, not a feeling: score real threads, track CSAT and average handle time from the records, and draft the one fix per rep."
triggers: ["score these support threads", "CSAT report", "QA scorecard", "coach this rep", "review a thread sample", "average handle time trend", "support quality audit"]
version: "1"
---
# Quality, CSAT and coaching
Use this when the team needs a report card, not a feeling. Score real
threads against a rubric, read CSAT and handle time from the records, and
draft the one fix per rep.
## What you need first
The thread sample with dates and reps, the CSAT and average handle time
(AHT) records with source and period, the QA rubric or talk track in play,
and the last review's fixes.
## Build or confirm the rubric
Score on weighted dimensions the team agreed: acknowledgement speed,
accuracy against docs and policy, resolution or a clear next step with a
date and owner, tone and positive language, and logging. Calibrate before
scoring — two reviewers score the same three threads and settle the
differences — or the numbers are opinion. A rubric you cannot find gets the
five dimensions above, marked INFERENCE, with a request for the official one.
## Sample fairly and score with quotes
A fixed sample per rep per week — newest, oldest, one escalated, one
refund-adjacent — never cherry-picked wins. Score each thread with the
quoted line behind every mark. A thread you cannot read is not scored.
## Read the numbers from the records
CSAT with its response rate and sample size — a 4.6 on nine responses is
not a trend; AHT beside first-contact resolution, never alone, because
faster is not better if the customer writes back; reopen rate as the check
on "resolved". Trend against last period with the source and period on
every number. Never fill a number from memory.
## Coach one fix per rep
One quoted miss, the better line, why it is better, and a re-check date.
Praise one quoted win in the same note. The team-wide pattern — the miss
three reps share — becomes a macro, a knowledge-base fix, or a talk-track
change, staged for the owner.
## Output
The scored sample with quotes, the metric read with trends and sources, and
the per-rep coaching drafts. Coaching notes go to the owner as drafts —
never delivered to a rep or published as a score by you.
## When the records are thin
Thin records mean fewer scored threads, not padded scores. Say which record
would settle each UNKNOWN.