Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete troubleshooting steps

V2 Rubric (Shadow Grading)

V2 overall: 59.82% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

• Accurate customer data collection1 of 1 callsCollected serial number and phone number accurately across the call.
  Why this matters: Ensures proper identification and follow-up for the customer.
  #GI00009646
• Professional communication tone1 of 1 callsMaintained a polite and professional tone throughout the call.
  Why this matters: Builds customer trust and positive support experience.
  #GI00009646

Growth Focus

• Incomplete troubleshooting steps1 of 1 callsFailed to execute standard troubleshooting steps (power cycle router, verify WAN connection, check Wi-Fi broadcast settings) in 1 of 1 calls, leading to unresolved issue.
  Why this matters: Skipping basic troubleshooting delays resolution and increases callback risk.
  Example: In ticket #GI00009646, the agent asked about LED status and Wi-Fi visibility but did not perform a power cycle or check WAN connection before advising a callback.
  What better looks like: Systematically perform power cycle, WAN connection verification, and Wi-Fi broadcast settings check before escalating or setting callbacks.
  #GI00009646
• Missing product model confirmation1 of 1 callsDid not collect or confirm the product model number in 1 of 1 calls, hindering targeted troubleshooting.
  Why this matters: Without the model, appropriate diagnostics and solutions cannot be applied.
  Example: In ticket #GI00009646, the agent documented 'Model#: LRT214' in notes but did not confirm this during the live call, leading the grader to assess that it was never collected.
  What better looks like: Confirm the product model number verbally and document it early in every call to guide troubleshooting.
  #GI00009646

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Confirm the product model number verbally and document it within the first 30 seconds of every inbound call.
  Why: Missing model information prevents targeted troubleshooting and increases resolution time.
  This week: #GI00009646
• Step 2
  Perform power cycle, WAN connection verification, and Wi-Fi broadcast settings check before setting any callback or escalation.
  Why: Skipping these basic steps leads to unresolved issues and repeat calls.
  This week: #GI00009646
• Step 3
  Explicitly confirm warranty status before discussing replacement options or advanced solutions.
  Why: Ensures compliance and provides accurate support pathways to the customer.
  This week: #GI00009646

Escalation Lessons

No escalated case learning this week.

Evidence Calls