Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Product identification

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

• Factory reset guidance1 of 1 callsCorrectly instructed the customer to hold the reset button for approximately 15 seconds, aligning with standard factory reset procedure.
  Why this matters: Ensures customer can restore device to baseline settings when troubleshooting connectivity issues.
  #LTS00107720
• Router UI access attempt1 of 1 callsAttempted to guide the customer to the local router interface, the correct URL for most Linksys models.
  Why this matters: Provides customers direct access to device configuration for advanced troubleshooting.
  #LTS00107720

Growth Focus

• Product identification1 of 1 callsFailed to collect the product model number, a critical omission for hardware fault and warranty assessment, leading to misidentification of the device as TP-Link.
  Why this matters: Without correct model identification, agents cannot access warranty information or apply model-specific troubleshooting steps, increasing risk of misdiagnosis and incorrect guidance.
  Example: In #LTS00107720, agent stated 'TP-Link EA8100 V2' instead of verifying the actual Linksys EA8500 model, causing invalid troubleshooting assumptions.
  What better looks like: Always verify and document the exact product model using the customer's device labels or packaging before proceeding with any troubleshooting.
  #LTS00107720
• Hardware troubleshooting1 of 1 callsDid not perform basic hardware troubleshooting steps like checking power adapter, trying a different outlet, or power cycling the modem before concluding hardware failure.
  Why this matters: Skipping basic checks leads to premature hardware failure conclusions, potentially causing unnecessary replacements and missed simple fixes.
  Example: In #LTS00107720, agent concluded hardware failure without checking power supply or performing a proper power cycle, despite customer reporting no power lights.
  What better looks like: Always execute basic hardware checks (power cycle, outlet test, cable connections) and document results before considering hardware replacement.
  #LTS00107720

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always verify and document the exact product model using the customer's device labels before proceeding with any troubleshooting.
  Why: Preventing misidentification avoids incorrect guidance and ensures model-specific solutions are applied.
  This week: #LTS00107720
• Step 2
  Perform basic hardware checks (power cycle, outlet test, cable connections) and document results before considering hardware replacement.
  Why: Skipping these checks leads to unnecessary conclusions of hardware failure and potential misdiagnosis.
  This week: #LTS00107720
• Step 3
  Confirm warranty details with the customer and verify against model-specific terms before stating coverage periods.
  Why: Incorrect warranty statements can lead to customer dissatisfaction and legal issues if replacement expectations are mismanaged.
  This week: #LTS00107720

Escalation Lessons

No escalated case learning this week.

Evidence Calls