Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Support URL

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

• Empathy and Apology1 of 1 callsAgent acknowledged customer frustration with an apology across 1 call.
  Why this matters: Showing empathy helps de-escalate customer frustration and maintains a positive interaction.

Growth Focus

• Incorrect Support URL1 of 1 callsProvided incorrect URL 'port.linksys.com' instead of valid Linksys domains across 1 call (call ID 77d9c972-6b50-11f1-9106-42010a623f91).
  Why this matters: Customers receive invalid links, leading to frustration and potential security risks.
  Example: Directed customer to 'port.linksys.com', which is not a valid Linksys support domain, causing confusion.
  What better looks like: Always verify URLs against KB before providing them to customers.
• Missing Troubleshooting1 of 1 callsFailed to perform any troubleshooting for app offline issue across 1 call (call ID 77d9c972-6b50-11f1-9106-42010a623f91).
  Why this matters: Skipping troubleshooting steps increases callback risk and reduces first-call resolution.
  Example: No local access check, reboot, or app login verification performed for app offline issue.
  What better looks like: Perform at least three troubleshooting steps (local access check, reboot, app login verification) before offering escalation or self-help.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always verify support URLs against KB before providing them to customers.
  Why: Preventing customers from accessing invalid or insecure links avoids frustration and potential security risks.
• Step 2
  Perform at least three troubleshooting steps for app connectivity issues before offering escalation or self-help options.
  Why: Ensuring basic troubleshooting is attempted increases first-call resolution and reduces callbacks.
• Step 3
  Offer paid support options or concrete self-help paths when customers decline escalation.
  Why: Compliance with KB guidelines ensures customers receive appropriate guidance even when unwilling to escalate.

Escalation Lessons

No escalated case learning this week.

Evidence Calls