Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inaccurate reset guidance

V2 Rubric (Shadow Grading)

V2 overall: 44.79% across 50 v2-scored calls this week14 auto-zeros

• Unresolved: 25
• Successful Resolution: 15
• Partial Resolution: 9
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Proactive diagnostics8 of 40 callsCollected model number, serial number, customer name, and email at the start of calls, identified missing WAN cable connections, and provided correct power cycle sequences.
  Why this matters: Reduces repeat calls and ensures accurate troubleshooting.
  #LTS00133493  ·  #LTS00133496
• Correct mesh pairing4 of 40 callsAccurately guided customers through 5-press pairing procedures for MX and WHW series mesh nodes, resulting in restored connectivity.
  Why this matters: Ensures reliable mesh network formation and customer satisfaction.
  #LTS00133496  ·  #LTS00133694

Growth Focus

• Inaccurate reset guidance5 of 40 callsProvided incorrect reset durations (25 seconds vs KB-recommended 10 seconds) and inconsistent instructions for WHW03 and MX series devices.
  Why this matters: Leads to unstable resolutions and potential customer frustration.
  Example: Instructed 25-second reset on WHW03 when correct duration is ~10 seconds, causing prolonged downtime (call #LTS00133483).
  What better looks like: Follow KB guidelines: 10-second reset for WHW03 and MX series devices.
  #LTS00133483  ·  #LTS00133515
• Insufficient verification7 of 40 callsFailed to verify WAN/internet connectivity before proceeding with mesh setup or configuration changes, leading to unresolved issues.
  Why this matters: Increases risk of callbacks and incomplete resolutions.
  Example: Did not confirm WAN connectivity before instructing mesh setup steps, resulting in SSL warning confusion (call #LTS00133483).
  What better looks like: Always verify internet connectivity via direct modem test before proceeding with advanced configurations.
  #LTS00133483  ·  #LTS00133672

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 callbacks.
  This week: #LTS00133483
• Step 2
  Always verify WAN/internet connectivity via direct modem test before proceeding with mesh setup or configuration changes.
  Why: Ensures root cause is addressed and avoids incomplete resolutions.
  This week: #LTS00133483
• Step 3
  Follow KB reset duration guidelines strictly: 10 seconds for WHW03/MX series, 5-press for MX mesh nodes.
  Why: Prevents unstable configurations and customer frustration.
  This week: #LTS00133483

Escalation Lessons

Evidence Calls