Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol & Data Collection

V2 Rubric (Shadow Grading)

V2 overall: 43.33% across 29 v2-scored calls this week7 auto-zeros

• Unresolved: 13
• Successful Resolution: 10
• Partial Resolution: 3
• Appropriate Escalation: 2
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Mesh Troubleshooting8 of 20 callsCorrectly identified main node online status and guided extender resets using 5-press method across 8 calls (e.g., #LTS00133501, #LTS00133447).
  Why this matters: Ensures customers restore connectivity quickly, reducing repeat calls and frustration.
  #LTS00133501  ·  #LTS00133447
• Warranty & Eligibility Verification5 of 20 callsConfirmed warranty status and support eligibility on legacy devices in 5 calls (e.g., #LTS00133443, #LTS00133660).
  Why this matters: Prevents misdirected support and sets proper expectations for out-of-warranty devices.
  #LTS00133443  ·  #LTS00133660

Growth Focus

• Protocol & Data Collection12 of 20 callsFailed to collect model/serial numbers and warranty status in 12 calls (e.g., #LTS00133447, #LTS00133481), violating critical troubleshooting protocol.
  Why this matters: Missing hardware data prevents accurate diagnostics, warranty validation, and proper escalation.
  Example: On #LTS00133447, agent offered paid support before collecting serial number or verifying warranty, leading to unresolved solid-red LED issue.
  What better looks like: Always collect model, serial number, and warranty status before discussing support options or troubleshooting.
  #LTS00133447  ·  #LTS00133481
• Technical Accuracy & Guidance7 of 20 callsProvided incorrect LED status guidance (e.g., solid purple/pink for WHW03 setup mode) and misrepresented 5-press method as reset rather than pairing in 7 calls (e.g., #LTS00133598, #LTS00133630).
  Why this matters: Inaccurate guidance causes customer confusion, extended troubleshooting, and potential data loss.
  Example: On #LTS00133598, agent claimed child node should show solid purple/pink in setup mode (KB states solid blue), leading to failed pairing attempts.
  What better looks like: Follow KB documentation precisely for LED meanings and reset procedures; clarify 5-press method initiates pairing mode.
  #LTS00133598  ·  #LTS00133630

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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 unresolved issues and callbacks by verifying functionality live.
• Step 2
  Always collect model, serial number, and warranty status before discussing support options or troubleshooting.
  Why: Enables accurate diagnostics, warranty validation, and appropriate escalation paths.
  This week: #LTS00133447
• Step 3
  Review KB articles for LED meanings and reset procedures before guiding customers on mesh node troubleshooting.
  Why: Ensures technically accurate guidance and avoids customer confusion.
  This week: #LTS00133598

Escalation Lessons

Evidence Calls