Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Wi-Fi standard clarification

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

• Signal analysis acknowledgment1 of 1 callsAgent acknowledged the customer’s speed test results and confirmed signal degradation due to physical obstacles across the single call handled this week.
  Why this matters: Validating customer observations builds trust and focuses troubleshooting on actionable solutions.
  #LTS00075610
• Ethernet backhaul suggestion1 of 1 callsAgent correctly suggested Ethernet backhaul as a way to improve stability between nodes, demonstrating knowledge of mesh network best practices.
  Why this matters: Proactive network architecture advice reduces repeat calls and improves customer satisfaction.
  #LTS00075610

Growth Focus

• Wi-Fi standard clarification1 of 1 callsProvided materially incorrect technical information about Wi-Fi band standards (5GHz=Wi-Fi 6, 6GHz=Wi-Fi 7) contradicting KB guidance, leading to customer confusion in the single handled call.
  Why this matters: Incorrect technical guidance erodes trust and may lead to failed self-troubleshooting attempts or safety risks.
  Example: On #LTS00075610 at timestamp [13:00], agent stated '5GHz = Wi-Fi 6 and 6GHz = Wi-Fi 7', directly contradicting Wi-Fi Alliance standards.
  What better looks like: Reference KB articles to confirm Wi-Fi band/standard relationships before providing technical explanations; use precise terminology (e.g., 'Wi-Fi 6 uses 5GHz band').
  #LTS00075610
• Device information collection1 of 1 callsFailed to collect product model/serial number and warranty status during troubleshooting despite handling a specific device issue, impacting escalation readiness.
  Why this matters: Missing device data delays escalations and prevents accurate technical support, increasing resolution time.
  Example: On #LTS00075610, agent did not request serial number or warranty status before discussing firmware or troubleshooting steps.
  What better looks like: Systematically collect model, serial number, and warranty status at the start of any device-specific troubleshooting engagement.
  #LTS00075610

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before explaining Wi-Fi band/std relationships, open the relevant KB article and confirm current Wi-Fi Alliance standards with the customer.
  Why: Prevents dissemination of outdated or incorrect technical information that blocks customer self-resolution.
• Step 2
  At the start of every device-specific call, request and verify model number, serial number, and warranty status before proceeding with troubleshooting.
  Why: Missing device data delays escalations and prevents accurate technical support decisions.
  This week: #LTS00075610
• Step 3
  When guiding customers through SSID/password changes on LN1602 routers, use the 'Incredible-WiFi' interface steps from linksys_now_wifi_settings.md and confirm completion.
  Why: Incomplete guidance leads to unresolved issues and repeat calls for the same configuration problem.
  This week: #LTS00075610

Escalation Lessons

No escalated case learning this week.

Evidence Calls