Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Device Information Collection

V2 Rubric (Shadow Grading)

V2 overall: 59.78% across 2 v2-scored calls this week

• Successful Resolution: 1
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Resolution Success1 of 3 callsSuccessfully restored Wi-Fi connectivity on both a Windows 10 PC and Roku Stick using KB-aligned methods, confirming resolution via YouTube and Netflix access.
  Why this matters: Ensures customers can immediately resume essential internet use, reducing repeat calls and improving satisfaction.
  #LTS00133667
• Escalation Coordination1 of 3 callsCorrectly identified the case had been escalated to Level 2 and attempted to connect the customer with the assigned technician, maintaining case continuity.
  Why this matters: Prevents case duplication and ensures seamless handoff to specialists, improving resolution efficiency.
  #TE00134119

Growth Focus

• Device Information Collection3 of 3 callsFailed to collect critical device details (model, serial number) in 3 of 3 calls, violating protocol and impeding warranty validation and troubleshooting.
  Why this matters: Missing device data delays resolution, prevents warranty claims, and forces repeat calls when details are later required.
  Example: In #LTS00116112, the agent did not obtain the router model despite the customer mentioning 'Elop WR occasional', leading to unsupported LED interpretation.
  What better looks like: Always confirm and document product model and serial number within the first 30 seconds of the call, using KB-guided questions.
  #LTS00116112  ·  #LTS00133667  ·  #TE00134119
• Technical Instruction Accuracy2 of 3 callsProvided incorrect reset instructions ('hold reset button until solid blue') contradicting KB guidance, and omitted key troubleshooting steps like WAN cable checks.
  Why this matters: Incorrect guidance leads to failed resolutions, customer frustration, and potential misdiagnosis of hardware issues.
  Example: In #LTS00133667, the agent instructed 'hold reset button until solid blue' instead of the KB-specified 15-second factory reset, causing unnecessary repetition.
  What better looks like: Follow KB reset procedures exactly (e.g., 15-second hold for factory reset) and verify WAN cable status before node resets.
  #LTS00133667  ·  #LTS00116112

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always confirm and document product model and serial number within the first 30 seconds of every call.
  Why: Missing device data prevents proper troubleshooting, warranty validation, and efficient escalation.
  This week: #LTS00116112
• Step 2
  Follow KB reset procedures exactly, using specified hold times (e.g., 15 seconds for factory reset) instead of visual cues like 'solid blue'.
  Why: Incorrect instructions cause failed resolutions and repeat calls.
  This week: #LTS00133667
• Step 3
  When escalating, verify prior case details, update notes with all troubleshooting performed, and confirm next steps with the customer.
  Why: Prevents case duplication and ensures continuity for Level 2 support.
  This week: #TE00134119

Escalation Lessons

Evidence Calls