Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Product Information

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

None recorded this week.

Growth Focus

• Incorrect Product InformationOccurred consistently throughout the single recorded callProvided factually incorrect product details and referenced non-existent models, leading to customer confusion. Occurred across multiple points in the call including claims about NB7000, RAM slots, and BL performance metrics.
  Why this matters: Incorrect technical guidance erodes trust, can lead to failed self-service attempts, and increases likelihood of repeat contacts.
  Example: Agent stated 'NB7000 has no Wi-Fi 7' and referenced 'RAM slot upgraded to 10,000' while the customer's actual device (LN1401) has different specifications.
  What better looks like: Verify all product specifications against current Linksys documentation before responding, and confirm the customer's exact model before discussing features.
  #LTS00132977
• Protocol ViolationProtocol breaches present in 100% of recorded interactionsFailed to collect essential customer information (serial number, warranty status) and did not create a support case despite the call being a technical inquiry requiring documentation.
  Why this matters: Missing case documentation prevents proper escalation tracking and leaves the customer without a formal support trail, increasing risk of unresolved issues.
  Example: Agent ended the call without collecting serial number or creating a case, despite the customer needing product comparison and upgrade guidance.
  What better looks like: Systematically collect serial number, warranty status, and create a HappyFox case for all technical inquiries, even when immediate resolution isn't possible.
  #LTS00132977

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before discussing product features, verify specifications against current Linksys documentation and confirm the customer's exact model
  Why: Prevents dissemination of incorrect technical information that can lead to failed self-service attempts and repeat contacts
• Step 2
  Systematically collect serial number, warranty status, and create a HappyFox case for all technical inquiries
  Why: Ensures proper tracking, escalation path, and provides the customer with a formal support trail
• Step 3
  Replace all non-Linksys support URLs with official Linksys resources before sharing any links
  Why: Prevents directing customers to potentially unsafe or irrelevant third-party sites

Escalation Lessons

No escalated case learning this week.

Evidence Calls