Analyst
Kristhian C
Averaging 69. Strongest on safety & least privilege (5.0/5), weakest on customer communication (2.0/5) — that is where coaching pays back most.
Where the score comes from
Averaged across 2 ticket(s)Explained the outcome to the requester in plain language.
Gathered evidence from the right consoles before acting.
Identified what was actually wrong, not a symptom.
Recorded diagnosis and steps well enough for the next engineer.
Applied a fix that resolves the issue in the tenant.
Avoided unnecessary or destructive changes to production.
Coaching picture
Trend
not enough attempts yet
Strongest
Safety & least privilege — 5.0/5. Avoided unnecessary or destructive changes to production.
Needs most work
Customer communication — 2.0/5. Explained the outcome to the requester in plain language.
Recurring gaps
- No gap has recurred across attempts.
Ticket by ticket
Select a ticket to read the full assessment53 Can receive mail but everything sits in the Outbox Needs improvement 2026-07-23
INC-000005 · Reviewed by gemini-flash-latest
Although the trainee performed the correct Exchange Online administration steps to enable the user's archive, this performance represents a critical breach of professional standards. The chat interaction was overtly hostile, profane, and abusive toward the user. Furthermore, ticket documentation was entirely neglected with non-sensical filler text.
What they did well
- Correctly selected the least invasive and most effective technical fix by enabling the Online Archive rather than instructing the user to delete data.
- Avoided unnecessary and disruptive client-side troubleshooting like rebuilding the OST profile.
What they missed
- Adhering to fundamental workplace conduct expectations; abusing and swearing at end users is grounds for immediate escalation to HR.
- Providing professional technical documentation detailing the root cause and resolution steps taken.
- Reassuring the user that their 14 years of CAD project history would remain fully preserved and searchable.
- Resolving the issue within reasonable SLA boundaries rather than delaying for 1369 minutes.
How a senior would have worked it
A senior engineer would check Exchange Online mailbox properties to verify the quota limit and run a message trace to confirm server-side rejection. Recognizing a long-tenured user with an E3 license, they would enable the Online Archive and apply a retention policy to move older items automatically. Finally, they would communicate clearly to the user that no mail will be deleted, explain how the archive folder appears in Outlook, and confirm outbound delivery once propagation completes.
Areas to improve
- Complete mandatory remediation training on customer service, professional conduct, and communication ethics.
- Practise drafting structured ITIL-compliant ticket notes and user-facing resolution summaries.
85 Can receive mail but everything sits in the Outbox Exceeds expectations 2026-07-22
INC-000002 · Scored by the built-in rubric
Handled the way a confident tier-2 engineer would: evidence first, correct cause, clean fix.
What they did well
- Named the root cause precisely.
- Left the tenant in a working state.
- No unnecessary or destructive changes.
What they missed
- Exchange Online → Message trace: Confirms the outbound messages are being rejected by the service rather than never leaving the client.
- Microsoft Entra ID → User properties: Confirms the licence includes the archiving entitlement before you propose enabling an archive.