Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect guidance

V2 Rubric (Shadow Grading)

V2 overall: 56.88% across 1 v2-scored calls this week

• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical accuracy2 of 2 callsCorrectly identified product model as MBE7000 and collected firmware version from Linksys app across WHW03 call.
  Why this matters: Ensures proper troubleshooting path selection and avoids misdiagnosis.
  #LTS00123987
• Clear escalation process1 of 2 callsAccurately identified process for removing cloud-managed APs and collected all required information for escalation in LAPAC1300C case.
  Why this matters: Enables timely resolution and reduces repeat contacts.
  #GI00108508

Growth Focus

• Incorrect guidance1 of 2 callsProvided wrong local router IP address and changed DNS settings without diagnosis in WHW03 case, violating KB guidelines.
  Why this matters: Leads to wasted customer time and potential service disruption.
  Example: In #LTS00123987, agent provided incorrect IP [REDACTED_PHONE] instead of valid MBE7000 address, causing confusion.
  What better looks like: Verify router access details against current KB before providing any credentials.
  #LTS00123987
• Skipped diagnostics1 of 2 callsSkipped critical LED status verification and modem isolation test despite customer-reported symptoms in WHW03 case.
  Why this matters: Increases risk of misdiagnosis and repeat calls.
  Example: In #LTS00123987, agent bypassed velop_wifi_connectivity.md Step 1 (LED check) and Step 2 (modem isolation).
  What better looks like: Follow all steps in velop_wifi_connectivity.md regardless of initial impressions.
  #LTS00123987

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before providing any router credentials, cross-reference the exact model's KB documentation to confirm validity.
  Why: Prevents customer frustration from incorrect instructions and reduces escalation risk.
  This week: #LTS00123987
• Step 2
  Systematically verify node LED status and perform modem isolation on every mesh connectivity call.
  Why: Ensures critical diagnostic steps aren't skipped, improving first-call resolution rates.
  This week: #LTS00123987
• Step 3
  Create a personal checklist for velop_wifi_connectivity.md steps and use it on every related call.
  Why: Standardizes troubleshooting and reduces human error in complex processes.
  This week: #LTS00123987

Escalation Lessons

No escalated case learning this week.

Evidence Calls