Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete diagnostics workflow

V2 Rubric (Shadow Grading)

V2 overall: 41.9% across 5 v2-scored calls this week

• Unresolved: 3
• Appropriate Escalation: 1
• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Systematic information collection3 of 7 callsAgent consistently collected essential device information (model, serial number) and customer contact details across multiple calls, enabling accurate troubleshooting and follow-up. This was evident in calls #LTS00133539, #LTS00133541, and #LTS00134020.
  Why this matters: Accurate information collection reduces repeat calls and enables proper escalation or self-help guidance.
  #LTS00133539  ·  #LTS00133541  ·  #LTS00134020
• Clear escalation path provision1 of 7 callsAgent offered specific callback times and documented escalation steps when issues exceeded L1 capabilities, as seen in call #LTS00133541. This provided customers with clear expectations and reduced anxiety.
  Why this matters: Transparent escalation management improves customer experience and reduces callback risk.
  #LTS00133541

Growth Focus

• Incomplete diagnostics workflow5 of 7 callsAgent frequently omitted basic WAN/modem verification, firmware checks, and standard troubleshooting steps (e.g., power cycling, factory reset guidance) before escalating or closing calls. This pattern appeared in 5 of 7 calls, particularly evident in calls #LTS00133539, #LTS00133541, and #LTS00085300.
  Why this matters: Skipping foundational diagnostics leads to unresolved issues, increased callbacks, and missed opportunities for self-resolution, impacting customer satisfaction and efficiency.
  Example: In call #LTS00133539, the agent offered paid support without verifying modem status or performing any WAN diagnostics, despite the customer reporting post-power-outage connectivity issues.
  What better looks like: Systematically perform WAN/modem status checks, firmware verification, and guided power cycles before escalating or offering paid support. Document each step and its outcome.
  #LTS00133539  ·  #LTS00133541  ·  #LTS00085300
• Incorrect product/warranty information2 of 7 callsAgent provided factually incorrect product model identification and warranty details, such as referring to MR7350 as 'E73' and stating a one-year warranty when it actually has a limited lifetime warranty. This occurred in calls #LTS00133539 and #LTS00085300, undermining trust and leading to misdirected support.
  Why this matters: Incorrect product or warranty information can lead to inappropriate support paths, customer frustration, and potential RMA processing errors.
  Example: In call #LTS00133539, the agent misidentified the customer's MR7350 as 'E73' and incorrectly stated a one-year warranty had expired, when the MR7350 model actually carries a limited lifetime warranty.
  What better looks like: Verify product model and warranty status using the serial number and Linksys warranty lookup tools before proceeding with any support steps.
  #LTS00133539  ·  #LTS00085300

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before proceeding with any support steps, verify the exact product model and warranty status using the device serial number through Linksys warranty lookup tools.
  Why: Incorrect product or warranty information leads to misdirected support, customer frustration, and potential RMA processing errors.
  This week: #LTS00133539
• Step 2
  Systematically perform WAN/modem status verification, firmware update checks, and guided power cycles before escalating or offering paid support.
  Why: Skipping foundational diagnostics results in unresolved issues, increased callbacks, and missed opportunities for self-resolution.
  This week: #LTS00133541
• Step 3
  Avoid offering paid support before attempting all free, standard diagnostic steps and clearly document each step's outcome.
  Why: Prematurely pushing paid support violates policy, reduces customer trust, and may lead to unnecessary service charges.
  This week: #LTS00133539
• Step 4
  When features have been removed, clearly explain the change, acknowledge customer observations, and suggest alternative tools or resources.
  Why: Providing context and alternatives maintains transparency and reduces customer frustration over feature removals.
  This week: #LTS00134020

Escalation Lessons

No escalated case learning this week.

Evidence Calls