Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol violation

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 2 v2-scored calls this week2 auto-zeros

• Unresolved: 2

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

None recorded this week.

Growth Focus

• Protocol violationappeared in 2 of 2 callsFailed to follow basic support protocol in both calls — no information gathering, issue clarification, or troubleshooting attempted. Calls ended without guidance or next steps.
  Why this matters: Fails to meet customer expectations for support structure and increases risk of repeat calls due to unresolved issues
  Example: In call bf4c73cc-6b5a-11f1-ae90-42010a62006f, agent delivered only a system greeting and failed to engage with customer's off-topic remarks, ending the call without assistance
  What better looks like: Greet customer, identify issue domain, collect product/model details, execute troubleshooting steps, and document outcome before closure
• Technical inaccuracyappeared in 1 of 2 callsProvided materially incorrect brand name 'Lynxis' and invalid registration URL 'register.linxis.com', contradicting KB guidelines and confusing customers.
  Why this matters: Delivers false information that damages brand trust and requires follow-up calls to correct
  Example: In call a142b32e-6b68-11f1-b156-42010a623f91, agent stated 'Welcome to Lynxis support' and directed customer to 'register.linxis.com'
  What better looks like: Verify brand name and URLs against approved KB before any customer interaction; use correct Linksys registration flow

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Verify and use only approved brand names and URLs before delivering any script to customers
  Why: Prevents dissemination of false information that erodes customer trust and creates follow-up work
• Step 2
  Collect product model, serial number, and warranty status on every call before proceeding with troubleshooting
  Why: Ensures proper diagnosis and avoids misdirected support efforts
• Step 3
  Implement structured call closure: confirm issue resolution, document next steps, and obtain customer confirmation before ending
  Why: Reduces abandoned calls and repeat contacts by ensuring clear customer understanding

Escalation Lessons

No escalated case learning this week.

Evidence Calls