Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model Verification

V2 Rubric (Shadow Grading)

V2 overall: 58.63% across 20 v2-scored calls this week4 auto-zeros

• Successful Resolution: 8
• Partial Resolution: 6
• Unresolved: 6

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Mesh Recovery Expertise8 of 14 callsAccurately instructed on reset and 5-press pairing procedures across multiple calls, resolving mesh network issues. Demonstrated persistence until full restoration was achieved, as seen in #GI00133410 where the mesh network was restored after guiding through reset and reconfiguration.
  Why this matters: Ensures customers can independently restore mesh networks, reducing repeat calls and improving customer satisfaction.
  #GI00133410  ·  #LTS00133719  ·  #LTS00133875

Growth Focus

• Model VerificationAppeared in 5 of 14 callsFailed to collect or confirm product model numbers in multiple calls, leading to incorrect guidance. For example, in #LTS00133732, power-line adapters were incorrectly suggested for Ethernet backhaul despite KB guidance stating incompatibility with mesh systems.
  Why this matters: Incorrect guidance can lead to unresolved issues, customer frustration, and potential hardware damage claims.
  Example: In #LTS00133732, advised 5-press pairing for a wired backhaul issue and implied power-line adapters support Ethernet backhaul, contradicting KB guidance.
  What better looks like: Always verify product model early in the call and cross-reference KB for compatibility before providing technical instructions.
  #LTS00133732  ·  #LTS00133736  ·  #LTS00133896

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before providing any technical instructions, verify the exact product model and cross-reference KB for compatibility and procedure requirements.
  Why: Prevents incorrect guidance that can lead to unresolved issues or hardware damage.
• Step 2
  When discussing LED states, use only documented terms (e.g., 'solid blue' for ready state) and avoid speculative or non-KB terms like 'solid pink'.
  Why: Maintains technical accuracy and prevents customer confusion.
  This week: #LTS00133736
• Step 3
  For connectivity issues, always perform basic diagnostics (power cycle, WAN LED check, modem test) before escalating or providing advanced steps.
  Why: Ensures systematic troubleshooting and avoids skipping critical verification steps.
  This week: #LTS00133896

Escalation Lessons

No escalated case learning this week.

Evidence Calls