Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Troubleshooting Completeness

V2 Rubric (Shadow Grading)

V2 overall: 22.11% across 29 v2-scored calls this week15 auto-zeros

• Unresolved: 21
• Partial Resolution: 3
• Successful Resolution: 3
• Appropriate Escalation: 1
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Customer Information Mastery26 of 29 callsConsistently collected and verified essential customer details (name, email, phone, serial number, model) across all interactions, enabling accurate case tracking and personalized support. This appeared in 26 of your 29 calls, including tickets #LTS00133434, #LTS00133448, and #LTS00133460.
  Why this matters: Ensures continuity of support and reduces repeat call volume by providing context to subsequent agents.
  #LTS00133434  ·  #LTS00133448  ·  #LTS00133460
• Precise Troubleshooting Guidance12 of 29 callsDelivered accurate step-by-step instructions for power cycling, URL access, and LED interpretation, resolving issues without escalation in key cases. Exemplified in tickets #LTS00133464 (EA6100 SSID restoration) and #LTS00133473 (E7350 password recovery).
  Why this matters: Reduces customer effort and accelerates issue resolution, improving first-contact resolution rates.
  #LTS00133464  ·  #LTS00133473  ·  #LTS00133494

Growth Focus

• Troubleshooting Completeness19 of 29 callsSkipped foundational diagnostics (power cycle, firmware check, LED status verification) before escalation or closure in 19 calls, leading to unresolved issues and repeat contacts. Tickets #LTS00133434 (WRT3200ACM) and #LTS00133587 (WHW03) exemplify this pattern.
  Why this matters: Increases customer effort, prolongs resolution time, and risks misdiagnosis or incorrect closures.
  Example: In #LTS00133434, the agent advised router replacement without verifying basic connectivity steps, causing customer frustration and a callback within 24 hours.
  What better looks like: Always perform power cycle, check LED status, and verify firmware updates before escalating or closing unresolved cases.
  #LTS00133434  ·  #LTS00133587  ·  #LTS00133612
• Technical Accuracy & Guidance14 of 29 callsProvided incorrect product-specific instructions (e.g., wrong URLs, unsupported features, misstated warranty) in 14 calls, causing confusion and potential misconfiguration. Notable in #LTS00133460 (EA6350) and #LTS00133778 (MR9600).
  Why this matters: Erodes trust, leads to failed self-help attempts, and may violate policy or compliance standards.
  Example: In #LTS00133460, the agent suggested 'myrouter.info' for an EA6350, contradicting KB which specifies 'myrouter.local', resulting in access failure.
  What better looks like: Consult KB articles for model-specific URLs, features, and warranty terms before providing guidance.
  #LTS00133460  ·  #LTS00133778  ·  #LTS00133970

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 repeat call volume by ensuring first-contact resolution.
  This week: #LTS00133434
• Step 2
  Always verify router model and serial number before providing URLs, passwords, or troubleshooting steps.
  Why: Avoids providing incorrect guidance that can break connectivity or violate security policies.
  This week: #LTS00133460
• Step 3
  Perform power cycle and LED status check for all connectivity issues before escalation or closure.
  Why: Skips critical diagnostics that often resolve issues without escalation or hardware replacement.
  This week: #LTS00133587
• Step 4
  Consult KB articles for model-specific procedures before offering guidance, especially for URLs, buttons, and warranty terms.
  Why: Ensures technical accuracy and compliance with documented processes.
  This week: #LTS00133778
• Step 5
  When advising mesh node pairing, use model-specific methods (Pair Button for MX series, 5-press for WHW/MR series) as per KB.
  Why: Prevents failed setups and reduces customer effort through correct initial configuration.
  This week: #LTS00133494

Escalation Lessons

No escalated case learning this week.

Evidence Calls