Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Modem Connectivity Verification

V2 Rubric (Shadow Grading)

V2 overall: 37.09% across 24 v2-scored calls this week5 auto-zeros

• Unresolved: 14
• Partial Resolution: 5
• Successful Resolution: 3
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Customer Information CollectionAppeared in 8 of 20 callsCollected all required customer information (name, email, phone, serial, model) across multiple calls, ensuring proper documentation and follow-up.
  Why this matters: Ensures accurate case logging and prevents repeat calls due to missing details.
  #LTS00133498  ·  #LTS00133403

Growth Focus

• Modem Connectivity VerificationAppeared in 5 of 20 callsRepeatedly skipped modem connectivity or WAN status verification before suggesting resets or paid support, leading to unresolved issues and customer frustration.
  Why this matters: Skipping modem diagnostics risks misdiagnosis, repeat calls, and escalations. It also violates KB-mandated troubleshooting flows.
  Example: In call #LTS00133403, the agent advised factory resets and pushed paid support without testing connection at the modem, resulting in an unresolved case.
  What better looks like: Always perform Step 1 from universal_isp_modem_diagnostics.md: test connection directly at the modem before suggesting resets or paid support.
  #LTS00133403  ·  #LTS00133506

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before suggesting any reset or paid support, always test internet connectivity directly at the modem using universal_isp_modem_diagnostics.md Step 1.
  Why: Skipping modem diagnostics leads to misdiagnosis, unresolved issues, and unnecessary escalations or paid support requests.
• Step 2
  When handling EA Series routers, verify warranty status via internal system and confirm support eligibility before declaring end-of-support.
  Why: Incorrectly declaring EA Series routers unsupported violates KB and risks customer dissatisfaction and compliance issues.
• Step 3
  Collect product serial number in all out-of-warranty cases to enable accurate warranty validation and appropriate support pathing.
  Why: Missing serial numbers delay warranty checks and may lead to improper support offers or escalations.

Escalation Lessons

Evidence Calls