Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Solution verification omission

V2 Rubric (Shadow Grading)

V2 overall: 84.52% across 1 v2-scored calls this week

• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate product support identification1 of 1 callsThe agent accurately identified that the SPNM60 router is not supported by the Linksys mobile app, advising the customer to use local browser access instead. This occurred across the single call handled this week (#LD00121165).
  Why this matters: Ensures customers receive correct guidance based on device capabilities, preventing wasted effort on unsupported features.
  #LD00121165
• Correct local access instruction1 of 1 callsProvided the correct local web UI access URLs (http://192.168.1.1 and http://myrouter.local) for the SPNM60 router, aligning with KB guidelines. This was done in the call #LD00121165.
  Why this matters: Enables customers to successfully configure their devices using supported methods.
  #LD00121165

Growth Focus

• Solution verification omission1 of 1 callsThe agent did not verify that the customer could successfully log in to the router via the provided web UI, leaving the resolution unconfirmed. This occurred in call #LD00121165.
  Why this matters: Without verification, the customer may remain unresolved, leading to callbacks or continued frustration.
  Example: In ticket #LD00121165, the agent advised using http://192.168.1.1 but did not confirm the customer could access it, resulting in an unresolved status.
  What better looks like: After providing access instructions, ask the customer to confirm they can see the router's web interface and log in successfully before closing the call.
  #LD00121165
• Ambiguous call closure1 of 1 callsThe agent ended the call without a clear recap or confirmation of next steps, causing confusion about what the customer should do next. Seen in call #LD00121165.
  Why this matters: Ambiguous closures increase the risk of misunderstandings and repeat calls as customers are unsure if the issue is resolved.
  Example: In #LD00121165, after providing login instructions, the agent ended the call abruptly without confirming the customer had successfully logged in or summarizing the steps.
  What better looks like: Before ending the call, summarize the solution, confirm the customer has completed it successfully, and schedule a follow-up if necessary.
  #LD00121165

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Prevents unresolved issues from being closed, reducing callbacks and customer frustration.
  This week: #LD00121165
• Step 2
  When collecting customer personal information (e.g., email), explicitly state why it is needed and how it will be used before proceeding.
  Why: Builds trust and reduces frustration by transparent communication.
  This week: #LD00121165
• Step 3
  Confirm the customer has access to the required credentials (e.g., admin password) before providing login instructions, and guide them to locate it if unknown.
  Why: Ensures customers can successfully complete the guided steps, increasing first-call resolution.
  This week: #LD00121165
• Step 4
  Summarize key resolution steps and confirm completion before ending the call, ensuring alignment on next steps.
  Why: Clear closure prevents misunderstandings and reduces ambiguity about what the customer should do next.
  This week: #LD00121165

Escalation Lessons

No escalated case learning this week.

Evidence Calls