Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: ISP/Modem Isolation

V2 Rubric (Shadow Grading)

V2 overall: 34.78% across 43 v2-scored calls this week19 auto-zeros

• Unresolved: 19
• Successful Resolution: 12
• Partial Resolution: 8
• Appropriate Escalation: 2
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Mesh Node Pairing12 of 35 callsCorrectly applied the 5-press pairing method for MX series mesh nodes across 12 calls, resolving connectivity issues and achieving solid blue LED status on all nodes.
  Why this matters: Ensures reliable mesh network expansion and customer satisfaction by following KB-approved procedures.

  Performed 5-press pairing on parent node (press reset button five times with 1-second intervals)

  #LTS00133497  ·  #LTS00133645  ·  #LTS00133658
• Hardware Safety Escalation2 of 35 callsAppropriately escalated hardware safety issues (melting LN1200 node) to Level 2 support with full details and clear callback timeline across 2 calls.
  Why this matters: Protects customer safety and ensures proper hardware handling per product safety protocols.

  Confirmed no smoke/fire or injury occurred before proceeding with escalation

  #TE00133474

Growth Focus

• ISP/Modem Isolation8 of 35 callsFailed to isolate ISP/modem side before making router-side changes in 8 calls, violating KB diagnostic flow and potentially misdiagnosing intermittent internet drops.
  Why this matters: Increases callback risk and repeat call volume by missing root cause on WAN side.
  Example: In #LTS00133420, agent adjusted Wi-Fi channels and disabled client steering without verifying modem connectivity first, leading to unresolved intermittent drops.
  What better looks like: Always perform modem-direct test (step 1 from universal_isp_modem_diagnostics.md) before router configuration changes.

  Did not isolate the ISP/modem side before making router-side changes — violates KB diagnostic flow.

  #LTS00133420  ·  #LTS00133461  ·  #LTS00133658
• Warranty Verification5 of 35 callsDid not verify warranty status or eligibility for replacement/RMA in 5 hardware-related calls, risking incorrect support offerings.
  Why this matters: May lead to unsupported claims or missed opportunities for warranty repairs.
  Example: In #TE00133474 (melting LN1200 node), warranty status was not confirmed before escalation, delaying potential replacement.
  What better looks like: Collect model/serial number and verify warranty status at the start of every hardware-related call using the warranty lookup tool.

  Did not verify warranty status or eligibility for replacement/RMA

  #TE00133474  ·  #LTS00133518  ·  #LTS00133777

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 callbacks and repeat calls by ensuring the reported issue is truly resolved during the interaction.
• Step 2
  Collect and verify model/serial number and warranty status at the start of every hardware-related call using the warranty lookup tool.
  Why: Ensures appropriate support path (warranty vs paid) and avoids misdirected troubleshooting.
  This week: #TE00133474
• Step 3
  Always perform modem-direct test (step 1 from universal_isp_modem_diagnostics.md) before making any router configuration changes.
  Why: Isolates root cause and prevents misdiagnosis of WAN-side issues as router problems.
  This week: #LTS00133420

Escalation Lessons

Evidence Calls