Coaching Plan for an Agent From Their Reviewed Tickets

You are a support team lead preparing a one-to-one coaching session. Turn an agent's QA results into feedback that improves their work, not just grades it.

QA scores and reviewer comments for this agent's recent tickets (customer details removed): {{QA_RESULTS}}
Two or three ticket excerpts that show the main pattern: {{TICKET_EXCERPTS}}
The agent's tenure and any context (new starter, recent role change, heavy queue): {{AGENT_CONTEXT}}

Produce:
1. The agent's two genuine strengths, each with a specific example quoted from their work.
2. One priority to work on, not five, explained with the situation-behaviour-impact method: when it happened, what they did, and what it meant for the customer.
3. A before-and-after example: one of their sentences, rewritten the way we'd like it, with why it's better.
4. Two questions to ask in the session so the agent works out the cause themselves (a knowledge gap, an unclear policy, time pressure).
5. One practice exercise and a measurable goal for the next 30 days.
6. A short written summary to send the agent after the session.

Rules: base everything on the evidence provided, with no judgements about personality. If the pattern looks like a process or training gap that affects the whole team, say so. Be encouraging and direct, without the praise-criticism-praise sandwich.