Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol Violation - Case Creation

V2 Rubric (Shadow Grading)

V2 overall: 31.52% across 36 v2-scored calls this week17 auto-zeros

• Unresolved: 19
• Partial Resolution: 10
• Successful Resolution: 5
• Appropriate Escalation: 1
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Product Identification15 of 27 callsConsistently identified product models (MX4200, WHW01, SPNM55) and confirmed warranty status via system lookup across 15 of your 27 calls, particularly in tickets #LTS00133416, #LTS00133427, and #LTS00133455.
  Why this matters: Ensures correct policy application and appropriate support paths for customers.
  #LTS00133416  ·  #LTS00133427  ·  #LTS00133455
• Effective Self-Help Guidance8 of 27 callsProvided valid self-help paths (email instructions, KB articles, AI assistant) after paid support decline in 8 calls, notably in tickets #LTS00133416, #LTS00133455, and #LTS00133608.
  Why this matters: Empowers customers to resolve issues independently, reducing repeat contacts.
  #LTS00133416  ·  #LTS00133455  ·  #LTS00133608

Growth Focus

• Protocol Violation - Case Creation9 of 27 callsFailed to create HappyFox cases or log interactions in 9 calls (33%), most notably in tickets #LTS00133416, #LTS00133427, and #LTS00133480, violating standard protocol requirements.
  Why this matters: Increases risk of missed follow-ups and inconsistent support documentation.
  Example: In ticket #LTS00133416, no case was created despite a clear need for case management during an unresolved MX4200 node issue.
  What better looks like: Always create a HappyFox case for any non-trivial issue requiring documentation or follow-up.
  #LTS00133416  ·  #LTS00133427  ·  #LTS00133480
• Incorrect Technical Guidance7 of 27 callsProvided materially incorrect reset instructions (LED behavior), confused 5-press method with reset procedures, and omitted basic diagnostics (WAN verification) in 7 calls, including tickets #LTS00133427, #LTS00133480, and #LTS00133592.
  Why this matters: Leads to unresolved issues, customer frustration, and potential hardware damage.
  Example: In ticket #LTS00133427, instructed incorrect reset steps for WHW01 devices, contradicting KB guidance.
  What better looks like: Follow KB-accurate reset procedures and verify WAN connectivity before advanced steps.
  #LTS00133427  ·  #LTS00133480  ·  #LTS00133592

Callback Flags

No callback chains detected.

Documentation Accuracy

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 and reduces callback rates due to incomplete problem resolution.
  This week: #LTS00133416
• Step 2
  Always create a HappyFox case for any non-trivial issue requiring documentation or follow-up, regardless of warranty status.
  Why: Ensures consistent support tracking and avoids protocol violations.
  This week: #LTS00133427
• Step 3
  Verify WAN connectivity by testing directly with a PC or Ethernet cable before moving to advanced troubleshooting steps.
  Why: Avoids misdiagnosis and incorrect guidance, particularly for ISP-related issues.
  This week: #LTS00133480

Escalation Lessons

No escalated case learning this week.

Evidence Calls