Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Warranty Policy Explanation

V2 Rubric (Shadow Grading)

V2 overall: 72.82% across 1 v2-scored calls this week

• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Product Details1 of 1 callsProvided accurate warranty start and end dates (Feb 20, 2024 – Feb 20, 2027) from internal system and correctly identified router model MX6200 with serial number 58W10M2AD using phonetic spelling, maintaining professional tone throughout the call.
  Why this matters: Ensures customers receive correct information about device coverage and identification, building trust and reducing follow-up inquiries.

Growth Focus

• Warranty Policy Explanation1 of 1 callsDid not clearly explain that Linksys warranties are non-transferable, contrary to KB guidance, and failed to create or reference a HappyFox case number, violating support protocol. This left the customer with unresolved uncertainty despite having correct product/warranty data.
  Why this matters: Customers may proceed with incorrect assumptions about warranty transferability, leading to future disputes or unsupported claims. Missing case documentation also hinders escalation tracking and resolution continuity.
  Example: In call #716a178e-68cd-11f1-b93f-42010a623f91, the agent provided warranty dates but did not state that Linksys warranties are non-transferable, and no case was created, resulting in a partial resolution.
  What better looks like: Explicitly state warranty non-transferability per KB policy and always create a HappyFox case for unresolved issues or customer inquiries requiring follow-up.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before concluding any warranty inquiry, explicitly state whether the Linksys warranty is transferable or non-transferable per KB policy.
  Why: Prevents customers from acting on incorrect assumptions about warranty coverage, reducing future disputes and unsupported claims.
• Step 2
  For any call requiring follow-up, always create a HappyFox case number during the call and communicate it to the customer.
  Why: Ensures proper tracking and continuity for unresolved issues, facilitating efficient escalation and reducing repeat contacts.
• Step 3
  When promising a callback, specify the exact timeframe (e.g., 'within 2 hours') and document the reason for the follow-up in the case notes.
  Why: Sets clear expectations for the customer and provides essential context for subsequent handling, improving resolution efficiency.

Escalation Lessons

No escalated case learning this week.

Evidence Calls