Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect technical instructions

V2 Rubric (Shadow Grading)

V2 overall: 52.8% across 29 v2-scored calls this week6 auto-zeros

• Partial Resolution: 11
• Successful Resolution: 8
• Unresolved: 8
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate mesh node pairing guidance3 of 20 callsProvided precise 5-press reset on parent and 30-second reset on child node for Velop mesh systems, aligning with KB instructions and confirming resolution via solid blue LED and app confirmation across multiple calls including #LTS00133614.
  Why this matters: Ensures customers can successfully pair mesh nodes, reducing repeat calls and improving customer satisfaction for mesh deployments.
  #LTS00133614
• Professional and empathetic communication7 of 20 callsMaintained polite tone, acknowledged customer frustration early, and offered follow-up assistance across calls such as #LTS00133411 and #LTS00133614, contributing to positive customer experience despite complex issues.
  Why this matters: Builds trust and reduces escalations by showing empathy and commitment to resolution.
  #LTS00133411  ·  #LTS00133614

Growth Focus

• Incorrect technical instructionsAppeared in 8 of 20 callsProvided factually inaccurate guidance including wrong reset durations (e.g., 30 seconds for WHW03 instead of 10-15 seconds), incorrect LED state interpretations, and invalid URLs (myrouter.info for MX6200), leading to customer confusion and unresolved issues in calls such as #LTS00133435 and #LTS00133642.
  Why this matters: Technical inaccuracies cause customer frustration, repeat calls, and potential security risks from incorrect configurations.
  Example: In #LTS00133435, instructed a 30-second reset for WHW03 child nodes (KB specifies 10-15 seconds), resulting in failed recovery attempts and prolonged troubleshooting.
  What better looks like: Always verify model-specific KB steps, use exact reset times, and provide correct URLs (myrouter.local or [REDACTED_PHONE] for MX series).
  #LTS00133435  ·  #LTS00133642
• Incomplete troubleshooting verificationObserved in 6 of 20 callsSkipped critical verification steps such as modem/WAN connectivity checks and outcome confirmation after instructions, leading to unresolved issues and callbacks in calls like #LTS00133411 (no model confirmation) and #LTS00133642 (no WAN check).
  Why this matters: Failing to verify outcomes risks unresolved issues, repeat calls, and customer dissatisfaction due to incomplete problem resolution.
  Example: In #LTS00133411, advised SSID renaming for band separation without confirming router model or verifying 2.4 GHz band activation, leaving the issue unresolved.
  What better looks like: After each troubleshooting step, confirm the change with the customer (e.g., LED status, connectivity) and document the result before proceeding.
  #LTS00133411  ·  #LTS00133642

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

No practice actions specified.

Escalation Lessons

No escalated case learning this week.

Evidence Calls