Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Customer Engagement Failure

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

• Accurate Warranty Information1 of 1 callsThe automated welcome script contained accurate warranty registration instructions and support eligibility information per Linksys KB across the only call this week.
  Why this matters: Ensures customers receive correct information about support options and registration requirements before live agent interaction.

Growth Focus

• Customer Engagement Failure1 of 1 callsComplete failure to engage customer after initial automated prompt appeared in the only call this week, with no live agent interaction, issue collection, or troubleshooting provided.
  Why this matters: Results in abandoned calls, missed resolution opportunities, and poor customer experience due to lack of basic engagement and support flow.
  Example: On call 89afb3aa-691b-11f1-a8f2-42010a623f91, the agent played an automated script but never engaged the customer, leading to an unresolved call ended in silence.
  What better looks like: After playing automated prompts, actively greet the customer, confirm they are ready to proceed, and ask for their issue description.
• Missing Troubleshooting Steps1 of 1 callsNo troubleshooting or guidance provided to the customer in the only call this week, despite the script containing warranty information but no issue resolution.
  Why this matters: Customers receive no value from the call, leading to repeat contacts and satisfaction issues when no support is delivered.
  Example: On call 89afb3aa-691b-11f1-a8f2-42010a623f91, the agent ended the call after the automated script without collecting issue details or offering any troubleshooting.
  What better looks like: After greeting the customer, collect product details and issue description, then apply appropriate troubleshooting steps from KB before ending the call.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  After playing automated prompts, actively greet the customer and confirm they are ready to proceed before asking for their issue description.
  Why: Fails to engage customers result in abandoned calls and missed resolution opportunities.
• Step 2
  Collect product model, serial number, and warranty status for every inbound call before proceeding with troubleshooting.
  Why: Missing device details prevents accurate troubleshooting and increases callback risk.
• Step 3
  Apply at least one relevant troubleshooting step from KB for every identified issue before ending the call.
  Why: Calls without troubleshooting provide no customer value and lead to repeat contacts.

Escalation Lessons

No escalated case learning this week.

Evidence Calls