Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 36.38% across 38 v2-scored calls this week12 auto-zeros

• Unresolved: 18
• Partial Resolution: 14
• Successful Resolution: 6

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical PrecisionUsed in 3 of 5 MX/RE callsCorrectly applied the 5-press pairing method for MX4200 and SPNM60CF models across multiple calls (e.g., #LTS00134221, #LTS00134241), aligning with KB guidance and resolving mesh setup issues.
  Why this matters: Ensures reliable device pairing and reduces customer effort for mesh network configurations.
  #LTS00134221  ·  #LTS00134241
• Customer EngagementPresent in 8 of 20 callsMaintained polite, professional tone and actively acknowledged customer concerns across 8 calls (e.g., #LTS00134241, #LTS00134289), fostering trust and cooperation.
  Why this matters: Improves customer satisfaction and reduces escalation risk through effective communication.
  #LTS00134241  ·  #LTS00134289

Growth Focus

• Technical AccuracyAppeared in 7 of 20 callsProvided incorrect product/process guidance in 7 calls (e.g., claiming Linksys cloud account linking is discontinued #LTS00134241, advising router admin password for Linksys app login #LTS00134241).
  Why this matters: Leads to failed resolutions, customer frustration, and potential security risks from incorrect credentials.
  Example: In #LTS00134241, agent stated 'Linksys cloud account linking is discontinued' and advised using router admin password for app login, contradicting KB documentation.
  What better looks like: Verify product support status via KB before advising customers; use cloud account credentials (email + password) for Linksys app access.
  #LTS00134241  ·  #LTS00134228
• Diagnostic RigorOccurred in 5 of 20 callsSkipped essential diagnostics (WAN/internet status verification, ISP configuration checks) before advising customers to contact ISPs in 5 calls (e.g., #LTS00134221, #LTS00134267).
  Why this matters: Increases callback risk and misses resolvable issues, leading to unnecessary ISP involvement.
  Example: In #LTS00134221, agent advised contacting Spectrum without verifying WAN status via router web interface, a standard KB step.
  What better looks like: Always verify WAN/internet status via router web interface (http://[IP]) and check ISP-specific settings before escalating to ISP.
  #LTS00134221  ·  #LTS00134267

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before advising customers to contact their ISP, always verify WAN/internet status via the router's web interface (http://[REDACTED_IP] or http://myrouter.local).
  Why: Prevents unnecessary ISP escalations and resolves issues that can be fixed at the router level.
• Step 2
  When discussing Linksys cloud account access, always use the correct credentials (customer email + password) and confirm account status via KB before advising alternatives.
  Why: Ensures customers can successfully access their accounts and avoids security risks from incorrect password advice.
  This week: #LTS00134241
• Step 3
  For MX/RE mesh setups, confirm child node internet connectivity after pairing by having the customer check the app or connect a device to the new network.
  Why: Verifies true resolution and prevents callbacks due to unresolved connectivity issues.
  This week: #LTS00134221

Escalation Lessons

No escalated case learning this week.

Evidence Calls