Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Router Access Verification

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Contact Info Collection1 of 1 callsAttempted to gather customer contact information for follow-up across 1 of 1 calls, as seen in ticket #LTS00000879.
  Why this matters: Ensures follow-up communication for unresolved issues.
  #LTS00000879
• Written Instructions Offer1 of 1 callsOffered to send written instructions and suggested consulting the product manual across 1 of 1 calls, as seen in ticket #LTS00000879.
  Why this matters: Provides customers with reference material to reduce repeat contacts.
  #LTS00000879

Growth Focus

• Router Access Verification1 of 1 callsFailed to verify router access credentials or confirm admin login capability in 1 of 1 calls, specifically in ticket #LTS00000879.
  Why this matters: Without verification, customers may cannot implement instructions, leading to repeat calls.
  Example: In ticket #LTS00000879, the agent instructed access to 192.168.x.x without confirming login success.
  What better looks like: Always verify the customer can log into the router admin page before providing configuration steps.
  #LTS00000879
• SSID Configuration Guidance1 of 1 callsDid not provide specific configuration steps for separating 2.4 GHz/5 GHz SSIDs in 1 of 1 calls, as seen in ticket #LTS00000879.
  Why this matters: Vague instructions cause customer confusion and unresolved issues.
  Example: The agent promised email steps but provided none during the call in ticket #LTS00000879.
  What better looks like: Deliver clear, model-specific SSID separation steps during the call.
  #LTS00000879

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before providing configuration steps, verify the customer can access the router admin page and confirm login success.
  Why: Ensures the customer can actually follow instructions, reducing repeat calls.
  This week: #LTS00000879
• Step 2
  Provide clear, model-specific steps for separating 2.4 GHz and 5 GHz SSIDs during the call, rather than promising email instructions.
  Why: Prevents customer confusion and ensures immediate progress.
  This week: #LTS00000879
• Step 3
  Confirm the accuracy of collected contact details before ending the call.
  Why: Avoids failed follow-ups due to incorrect information.
  This week: #LTS00000879

Escalation Lessons

No escalated case learning this week.

Evidence Calls