Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 32.05% across 22 v2-scored calls this week7 auto-zeros

• Unresolved: 13
• Partial Resolution: 5
• Ownership Gap: 2
• Successful Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Professional communication8 of 21 callsMaintained a polite and professional tone throughout interactions across 8 of your calls, such as in #LTS00133409 where you acknowledged customer frustration and provided clear next steps.
  Why this matters: Builds trust and reduces customer effort, increasing satisfaction and likelihood of successful self-help.
  #LTS00133409  ·  #LTS00133418  ·  #LTS00133422
• Accurate device identification7 of 21 callsCorrectly identified product models and provided accurate technical details, such as in #LTS00133409 where you identified the MX4200 model and supplied correct local IP addresses per KB guidance.
  Why this matters: Ensures correct troubleshooting and prevents misdirected support, improving first-call resolution.
  #LTS00133409  ·  #LTS00133422  ·  #LTS00133738

Growth Focus

• Incomplete troubleshooting9 of 21 callsSkipped essential diagnostics such as WAN status checks and LED interpretation in connectivity issues, appearing in 9 of your calls like #LTS00133409 where no WAN cable verification was performed before resetting the router.
  Why this matters: Leads to unresolved issues, repeat calls, and increased customer effort due to missed root causes.
  Example: In #LTS00133409, the agent reset the MX4200 without checking WAN port LED or modem status, causing the issue to remain unresolved.
  What better looks like: Always verify WAN cable connection, power cycle the modem, and check WAN port LED before proceeding to factory resets or reconfigurations.
  #LTS00133409  ·  #LTS00133418  ·  #LTS00133422
• Incorrect technical guidance5 of 21 callsProvided materially incorrect instructions such as invalid mesh compatibility claims and unsupported pairing methods, seen in #LTS00133422 where MX5300 and MBE7000 compatibility was incorrectly confirmed.
  Why this matters: Results in failed customer attempts, damaged equipment, and loss of credibility.
  Example: In #LTS00133422, advising the customer to use the app to add an MBE7000 node to an MX5300 mesh caused the node to remain unpaired and unreachable.
  What better looks like: Refer to KB documentation for mesh compatibility (e.g., velop_mesh_compatibility.md) and use the correct 5-press or Pair button method for node addition.
  #LTS00133422  ·  #LTS00133570  ·  #LTS00133575

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before closing any connectivity call, always verify WAN cable connection, power cycle the modem, and check WAN port LED status.
  Why: Skipping these steps leads to unresolved issues and repeat calls due to missed ISP or modem problems.
• Step 2
  Consult mesh compatibility KB articles before advising node addition or role changes, and use the correct 5-press or Pair button method based on model.
  Why: Incorrect guidance can render devices unusable and damage customer trust.
  This week: #LTS00133422
• Step 3
  When providing factory reset instructions, always state the exact duration specified in KB (e.g., 10-15 seconds for LN1100) and avoid non-KB terms like 'recovery reset'.
  Why: Inaccurate reset durations increase customer effort and risk bricking devices.
  This week: #LTS00133566
• Step 4
  Collect and verify model number and serial number on every call, and confirm warranty status before discussing paid support options.
  Why: Prevents misapplication of warranty policies and ensures accurate support eligibility.
• Step 5
  After guiding a reset or reconfiguration, always ask the customer to confirm the fix on the call (e.g., 'Can you see solid blue now?') before ending.
  Why: Ensures resolution is validated and reduces callbacks for unresolved issues.
  This week: #LTS00133738

Escalation Lessons

No escalated case learning this week.

Evidence Calls