Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Missing product model collection

V2 Rubric (Shadow Grading)

V2 overall: 79.73% across 1 v2-scored calls this week

• Appropriate Escalation: 1

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

• KB-aligned Velop recovery1 of 1 callsThe agent conducted Velop node recovery following KB steps (power cycle, sequential reconnection) as outlined in velop_child_node_setup.md and velop_wifi_connectivity.md guidelines, partially restoring connectivity in the single call handled this week.
  Why this matters: Ensures customers receive consistent, documented troubleshooting procedures, reducing guesswork and improving first-call resolution potential.
• Modem connectivity verification1 of 1 callsVerified internet connectivity directly at the modem using wired connection, following universal_isp_modem_diagnostics.md best practices to establish baseline connectivity before child-node troubleshooting.
  Why this matters: Provides a reliable foundation for subsequent diagnostics and prevents misdirected troubleshooting steps.

Growth Focus

• Missing product model collection1 of 1 callsFailed to collect product model number during Velop troubleshooting, which is critical for applying model-specific diagnostics and firmware checks as required by velop_child_node_setup.md and velop_wifi_connectivity.md guidelines.
  Why this matters: Without the product model, agents risk applying incorrect troubleshooting sequences and increase the likelihood of unresolved issues or unnecessary customer effort.
  Example: In the single call this week, the agent proceeded with power cycling and reconnection steps without confirming the specific Velop model, potentially missing known issues for that device generation.
  What better looks like: Always collect and verify the exact product model number before initiating any Velop troubleshooting steps, cross-referencing with model-specific KB articles.
• Incomplete WAN verification1 of 1 callsDid not verify parent node WAN/internet status before proceeding with child-node troubleshooting, skipping essential diagnostics outlined in universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
  Why this matters: Failing to confirm upstream connectivity leads to wasted time on downstream steps and risks misdiagnosing the root cause as a node issue rather than an ISP or modem problem.
  Example: During the call, the agent began child-node power cycling without first confirming the parent node's internet connectivity, potentially overlooking a simple modem/ISP issue.
  What better looks like: Always verify parent node WAN status (e.g., via wired connection test) before troubleshooting child-node connectivity, following universal_isp_modem_diagnostics.md procedures.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always collect the product model number for Velop devices before starting troubleshooting steps.
  Why: Skipping this step can lead to misapplied troubleshooting procedures and increased callback risk.
• Step 2
  Verify parent node WAN/internet status using KB guidelines before proceeding with child-node diagnostics.
  Why: Failing to confirm internet connectivity at the modem can result in unnecessary customer effort and incomplete problem resolution.
• Step 3
  Create a HappyFox ticket or document troubleshooting steps in case notes even when escalation is required.
  Why: Proper documentation ensures continuity of support and prevents information loss during handoffs to L2.
• Step 4
  Before closing calls with unresolved issues, explicitly confirm next steps with the customer and schedule a callback if needed.
  Why: This prevents customers from experiencing recurring issues and reduces repeat call volume.

Escalation Lessons

No escalated case learning this week.

Evidence Calls