Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect technical guidance

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate device identification1 of 1 callsCollected the correct model number (MX-5500) and serial number from the customer ([01:00]).
  Why this matters: Ensures accurate troubleshooting and support processing
  #LTS00074243
• Initial setup guidance1 of 1 callsAttempted to guide the customer through initial node placement and LED observation.
  Why this matters: Provides structured first-step support for new installations
  #LTS00074243

Growth Focus

• Incorrect technical guidance1 of 1 callsAdvised using the 5-press method as a node-addition step ([08:00], [17:00]), which is an escalation procedure, not a pairing method (per universal_5press_models.md). Incorrectly stated the router admin password can be used to log into the Linksys app ([04:00]); the app uses a separate cloud account.
  Why this matters: Led to customer confusion, potential incorrect setup attempts, and wasted time on invalid credentials
  Example: In call #LTS00074243, agent instructed customer to perform 5-press reset during node addition and told them to use router password for app login
  What better looks like: Use 5-press reset only for factory resets or escalation procedures; clarify that Linksys app requires a separate cloud account
  #LTS00074243
• Unverified closure1 of 1 callsDeclared the setup complete ([24:00]) without verifying the new node was successfully added or functioning.
  Why this matters: Risk of unresolved issues leading to callbacks or repeated support contacts
  Example: In call #LTS00074243, agent ended the call with 'setup complete' without confirming node functionality
  What better looks like: Verify node addition success through customer confirmation of LED states or network connectivity before closing
  #LTS00074243

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Prevents unresolved issues that lead to callbacks and repeated support contacts
  This week: #LTS00074243
• Step 2
  Only use the 5-press reset method for factory resets or escalation procedures, never as a standard node-addition step.
  Why: Avoids providing incorrect technical guidance that can break customer setups
  This week: #LTS00074243
• Step 3
  Clarify that the Linksys app requires a separate cloud account, not the router admin password, for login.
  Why: Prevents customer login failures and wasted time on invalid credentials
  This week: #LTS00074243

Escalation Lessons

No escalated case learning this week.

Evidence Calls