Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Collect Product Information

V2 Rubric (Shadow Grading)

V2 overall: 31.13% across 14 v2-scored calls this week5 auto-zeros

• Unresolved: 10
• Ownership Gap: 2
• Successful Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Router Access GuidanceAppeared in 4 of 15 callsConsistently provided precise local URLs (myrouter.local, [REDACTED_PHONE]) and default credentials, enabling customers to access router interfaces for self-troubleshooting. This was demonstrated across multiple calls such as #LTS00133818, #LTS00133926, and #LTS00133953.
  Why this matters: Ensures customers can independently configure or troubleshoot their devices, reducing repeat calls and increasing first-call resolution.
  #LTS00133818  ·  #LTS00133926  ·  #LTS00133953
• Persistent TroubleshootingAppeared in 3 of 15 callsPersisted through multiple reset cycles and provided clear, step-by-step instructions, reducing customer anxiety and supporting self-help. Exemplified in calls such as #LTS00134057 and #LTS00133743.
  Why this matters: Increases customer confidence and likelihood of successful self-resolution, decreasing callback volume.
  #LTS00134057  ·  #LTS00133743

Growth Focus

• Collect Product InformationAppeared in 7 of 15 callsFailed to collect essential product details (model, serial number) before providing technical guidance, leading to inaccurate instructions and missed troubleshooting opportunities. Occurred in calls such as #LTS00133743, #LTS00133789, and #LTS00133926.
  Why this matters: Missing product data prevents accurate, model-specific guidance, increasing the risk of incorrect instructions and repeat calls.
  Example: In #LTS00133743, the agent provided an incorrect URL ('maroon.five.router.local') and declared warranty expired without verifying model or serial number.
  What better looks like: Always collect and confirm product model and serial number early in the call, using KB to guide model-specific steps.
  #LTS00133743  ·  #LTS00133789  ·  #LTS00133926
• Technical Instruction AccuracyAppeared in 5 of 15 callsProvided incorrect or unclear technical instructions (e.g., wrong reset methods, URLs) that could prevent customers from resolving issues independently. Seen in #LTS00133681, #LTS00133907, and #LTS00134092.
  Why this matters: Inaccurate guidance leads to unresolved issues, increased customer effort, and potential data loss or service delays.
  Example: In #LTS00133681, the agent instructed a 30-second factory reset on an EA7300, which is not the correct method for that model.
  What better looks like: Verify device model before recommending resets; use KB-documented methods (e.g., 10-second reset for Velop, 5-press pairing only where applicable).
  #LTS00133681  ·  #LTS00133907  ·  #LTS00134092

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: Skipping confirmation leads to unresolved issues and callbacks, wasting customer time and support resources.
  This week: #LTS00133743
• Step 2
  Always collect and verify product model and serial number before providing any technical instructions.
  Why: Missing product data results in generic or incorrect guidance, increasing the risk of misdirected steps and repeat calls.
  This week: #LTS00133789
• Step 3
  Use only KB-documented reset methods for each device family (e.g., 10-second reset for Velop, 5-press pairing only where applicable) and never instruct a 30-second reset unless explicitly KB-supported.
  Why: Incorrect reset instructions can cause unnecessary data loss or fail to resolve the issue, damaging trust and efficiency.
  This week: #LTS00133681

Escalation Lessons

No escalated case learning this week.

Evidence Calls