Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 31.88% across 28 v2-scored calls this week7 auto-zeros

• Unresolved: 18
• Partial Resolution: 7
• Successful Resolution: 3

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate device identification8 of 27 callsCorrectly identified router models (E5400, EA7500, WHW03) from serial numbers across 8 of your 27 calls, enabling appropriate troubleshooting paths.
  Why this matters: Ensures customers receive model-specific guidance, reducing misdiagnosis and repeat calls.
  #LTS00133414  ·  #LTS00133441  ·  #LTS00133946
• Clear escalation handoffs1 of 1 escalated casesProvided structured escalation rationale and next steps in #TE00133962, ensuring seamless L2 continuity across 1 escalated case this week.
  Why this matters: Reduces customer effort and prevents dropped issues during handoffs.
  #TE00133962

Growth Focus

• Incomplete troubleshooting5 of 27 callsSkipped KB-mandated diagnostics (WAN checks, firmware verification) in 5 of your 27 calls, leading to premature escalations or unresolved issues.
  Why this matters: Increases customer effort and risk of repeat calls due to unverified assumptions.
  Example: In #LTS00133446, recommended EA6350 replacement without checking WAN status or firmware, contradicting KB article universal_escalation_guide.md.
  What better looks like: Before recommending replacement, always verify WAN connectivity via router UI and check firmware update status per KB.
  #LTS00133446  ·  #LTS00133441  ·  #LTS00133578
• Inconsistent warranty handling3 of 27 callsMisrepresented EOL product support boundaries in 3 calls (e.g., EA7500 firmware claims), creating customer confusion and potential compliance risk.
  Why this matters: Undermines trust and may violate support policy for legacy devices.
  Example: In #LTS00133441, incorrectly stated EA7500 firmware updates stopped in 2016/2020, contradicting KB which allows staged updates.
  What better looks like: Consistently reference KB articles (e.g., universal_eol_firmware.md) for EOL device guidance and avoid absolute date claims.
  #LTS00133441  ·  #LTS00133625  ·  #LTS00133794

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 risk from incomplete solutions.
  This week: #LTS00133446 (EA6350 replacement recommended without verification)
• Step 2
  Always verify WAN/internet connectivity via router UI before recommending modem replacement or escalation.
  Why: Avoids unnecessary escalations and ensures proper isolation of network issues.
  This week: #LTS00133441 (modem replacement suggested without WAN check)
• Step 3
  For EOL devices, reference KB articles (e.g., universal_eol_firmware.md) and avoid absolute date claims about support end.
  Why: Maintains accuracy and compliance with support policies for legacy products.
  This week: #LTS00133441 (incorrect EA7500 firmware timeline stated)

Escalation Lessons

Evidence Calls