Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Paid Support Timing

V2 Rubric (Shadow Grading)

V2 overall: 43.3% across 40 v2-scored calls this week13 auto-zeros

• Unresolved: 17
• Successful Resolution: 12
• Partial Resolution: 8
• Ownership Gap: 3

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Effective Mesh RecoveryUsed in 5 of your WHW03 callsConsistently applied the 5-press reset method and password recovery for WHW03 mesh nodes across multiple calls (e.g., #LTS00133816, #LTS00134081), restoring connectivity without escalations.
  Why this matters: Ensures customers regain network access quickly, reducing downtime and repeat calls.
  #LTS00133816  ·  #LTS00134081
• Accurate Model IdentificationPresent in 8 of 12 warranty-related callsCorrectly identified product models (e.g., MX5500, WHW03, EA7300) and warranty status early in calls, enabling appropriate guidance (e.g., #LTS00133412, #LTS00133470).
  Why this matters: Prevents misdirected troubleshooting and ensures correct support paths.
  #LTS00133412  ·  #LTS00133470

Growth Focus

• Paid Support TimingAppeared in 9 of 26 callsPrematurely offered paid support before attempting free troubleshooting steps in 9 calls (e.g., #LTS00133428, #LTS00133633), violating best-effort policy and potentially frustrating customers.
  Why this matters: Risks customer dissatisfaction and unnecessary costs; policy requires free assistance first.
  Example: In #LTS00133428, paid support was offered immediately without testing basic Wi‑Fi optimizations.
  What better looks like: Attempt at least two free troubleshooting steps (e.g., channel optimization, firmware check) before offering paid support.
  #LTS00133428  ·  #LTS00133633
• Technical InaccuracyOccurred in 5 callsProvided incorrect guidance on WHW03 app visibility ('no longer visible') and reset procedures in 5 calls (e.g., #LTS00133743, #LTS00133816), contradicting KB and causing confusion.
  Why this matters: Leads to misdiagnosis, extended call times, and potential escalations.
  Example: In #LTS00133743, instructed a non-existent 'Link10' app and wrong URL (support.linksis.com).
  What better looks like: Reference current KB articles (e.g., universal_mesh_node_management.md) for model-specific steps.
  #LTS00133743  ·  #LTS00133816

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before offering paid support, demonstrate at least two free troubleshooting steps relevant to the reported issue.
  Why: Prevents unnecessary costs and aligns with policy; builds trust by showing commitment to resolve issues.
• Step 2
  Verify product model and warranty status before discussing support options or providing technical guidance.
  Why: Ensures accurate, model-specific advice and avoids misdirected solutions.
• Step 3
  Reference current KB articles (e.g., universal_mesh_node_management.md) when guiding mesh node resets or pairings.
  Why: Prevents outdated or incorrect instructions that cause outages or confusion.

Escalation Lessons

Evidence Calls