Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Device info collection

V2 Rubric (Shadow Grading)

V2 overall: 36.38% across 22 v2-scored calls this week4 auto-zeros

• Unresolved: 14
• Partial Resolution: 5
• Successful Resolution: 2
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate product guidanceReinforced in 8 of 15 callsProvided correct web UI addresses, default credentials, and recovery key processes per KB across multiple calls (e.g., http://myrouter.local for WHW03, default admin password for WHW03).
  Why this matters: Ensures customers can access router settings and resolve issues independently, reducing repeat calls.
  #LTS00116269  ·  #LTS00133452  ·  #LTS00133504
• Clear resolution confirmationUsed in 7 of 15 resolved callsConfirmed with customers that issues were resolved (e.g., 'Customer confirmed all nodes now appear' in #LTS00116269) and provided self-help resources where appropriate.
  Why this matters: Reduces callback risk by ensuring customer confidence in the solution.
  #LTS00116269  ·  #LTS00133470  ·  #LTS00134093

Growth Focus

• Device info collectionOccurred in 9 of 15 callsFailed to collect product model, serial number, and warranty status on 9 of 15 calls, violating protocol and hindering accurate troubleshooting (e.g., calls #LTS00133486, #LTS00134050, #LTS00134073).
  Why this matters: Missing device data leads to misdiagnosis, incorrect guidance, and potential policy violations (e.g., unsupported model claims).
  Example: In #LTS00133486, declared WUSB6100M unsupported without verifying warranty or collecting serial number, causing customer frustration.
  What better looks like: Always collect model, serial number, and warranty status within the first 2 minutes of the call, using script prompts.
  #LTS00133486  ·  #LTS00134050  ·  #LTS00134073
• Technical accuracyOccurred in 7 of 15 callsProvided incorrect guidance on IP addresses, support end dates, LED states, and reset procedures (e.g., wrong IP for MX2000, false EOL claims, LED misinterpretation).
  Why this matters: Inaccurate guidance erodes trust, causes security risks (phishing URLs), and may lead to hardware damage or service delays.
  Example: In #LTS00133470, gave wrong default IP [REDACTED_PHONE] for MX2000 instead of [REDACTED_PHONE], preventing router access.
  What better looks like: Verify all guidance against KB before speaking; use approved scripts and URLs (e.g., support.linksys.com).
  #LTS00133470  ·  #LTS00134050  ·  #LTS00134073

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call, explicitly confirm with the customer that the issue is resolved by walking them through a final test (e.g., 'Can you please verify your internet is working now?').
  Why: Skipping verification leads to unresolved issues, callbacks, and poor customer experience.
• Step 2
  Collect and verify product model, serial number, and warranty status within the first 3 minutes of every call, using script prompts.
  Why: Missing device data causes misdiagnosis, incorrect guidance, and potential policy violations.
  This week: #LTS00133486 (call e95f0590-68f7-11f1-95f6-42010a623f91)
• Step 3
  Reference only approved KB articles and URLs when providing technical guidance; double-check all IP addresses, passwords, and support statements against KB before speaking.
  Why: Inaccurate guidance erodes trust, causes security risks, and may damage hardware or network settings.
  This week: #LTS00133470 (call 0762fe6a-68ef-11f1-b1c8-42010a623f91)
• Step 4
  When a customer reports a missing Wi-Fi network or connectivity issue, perform at least one basic diagnostic (power cycle, WAN cable check, LED verification) before escalating or offering paid support.
  Why: Skipping basic diagnostics misses simple fixes and increases unnecessary escalation costs.
  This week: #LTS00134122 (call 7e41e07c-6c15-11f1-bbae-42010a62006f)
• Step 5
  Use HTTP (not HTTPS) and http://myrouter.local as the primary method for guiding customers to access their router's web UI; explain this early in the call.
  Why: HTTPS access often fails on local networks; using the correct protocol prevents immediate customer frustration.
  This week: #LTS00134073 (call fc233a28-6bfb-11f1-9bd5-42010a62006f)

Escalation Lessons

No escalated case learning this week.

Evidence Calls