Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: KB-correct reset procedure

V2 Rubric (Shadow Grading)

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

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

None recorded this week.

Growth Focus

• KB-correct reset procedure1 of 1 callsFailed to provide KB-correct reset procedure for WHW03 child nodes (hold reset ~15 seconds until solid purple) across the only call handled this week.
  Why this matters: Customers cannot self-resolve without correct reset instructions, leading to repeated calls and frustration.
  Example: On #LTS00100987, the agent acknowledged the pulsating red nodes but provided no reset steps per velop_child_node_setup.md.
  What better looks like: Always reference KB articles for model-specific reset procedures and verify completion with the customer.
  #LTS00100987
• Parent node verification1 of 1 callsDid not verify parent node status or WAN connectivity before attempting child node setup, violating mesh setup protocol in the only call.
  Why this matters: Skipping parent node checks causes failed child node additions and wasted customer time.
  Example: On #LTS00100987, the agent proceeded to troubleshoot child nodes without confirming the parent node's connectivity.
  What better looks like: Always check parent node status and WAN connectivity first, per velop_router_setup.md.
  #LTS00100987

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before troubleshooting any Velop child node, verify parent node status and WAN connectivity, and confirm using KB velop_router_setup.md.
  Why: Skipping parent checks causes failed setups and customer frustration.
  This week: #LTS00100987
• Step 2
  Always provide model-specific reset procedures from KB articles before ending calls with unresolved hardware issues.
  Why: Customers cannot self-resolve without correct instructions, leading to repeat calls.
  This week: #LTS00100987
• Step 3
  When line quality degrades, offer callback, email KB instructions, or transfer to chat instead of abandoning the call.
  Why: Abandoning calls damages customer trust and increases repeat contacts.
  This week: #LTS00100987

Escalation Lessons

No escalated case learning this week.

Evidence Calls