cx-agent-coaching-packlisted

# Agent coaching packs A coaching pack is the evidence a team lead brings to a one-to-one. It has one quality bar: **the agent should be able to read it and agree it is fair**, even where they disagree with the judgement. A pack that fails that bar does not get acted on — it gets defended against, and the next four sessions are about the instrument instead of the work. This is not performance documentation. If the purpose is an HR record, a formal warning, or a promotion case, the evidence bar and the fairness controls are different and stricter — that is a separate job, and conflating them damages both. Ask which one this is before you start. ## Step 1: establish what the data can support Do this before reading a single evaluation, because it determines what kind of pack you can honestly write. Get the agent's evaluation count `n` for the period. Then: | n for the period | What the pack can say | | --- | --- | | < 5 | Nothing about level or trend. Use evaluations only to pick discussion examples. | | 5–24 | Themes, if they recur across several tickets. No score comparisons, no ranking. | | 25–49 | A score with a ±12-point interval. Trend only across several periods. | | 50+ | A score usable for comparison, still with the interval stated. | For a pass rate from `n` evaluations the 95% interval is roughly `±1.96 × sqrt(p(1−p)/n)` — about ±19 points at n=10 and ±12 at n=25. At small `n` use a Wilson interval, which is asymmetric and honest: **4 passes out of 4 gives a 95