Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Missing device details

V2 Rubric (Shadow Grading)

V2 overall: 12.5% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite customer greeting1 of 1 callsPolite greeting and correctly identified the customer by name across your 1 call this week.
  Why this matters: Ensures positive customer experience and builds trust at the start of the interaction
• Clear password distinction1 of 1 callsClarified that router password is different from Wi-Fi password, which is technically accurate and helpful for future access across your 1 call this week.
  Why this matters: Helps customers avoid confusion between different password types, reducing future support requests

Growth Focus

• Missing device details1 of 1 callsDid not collect or verify product model/serial number or firmware version across your 1 call this week, leading to ineffective troubleshooting for a TV-specific streaming issue.
  Why this matters: Without device details, proper diagnosis is impossible, leading to ineffective solutions and repeat calls
  Example: In case 07773, the agent failed to confirm the router model or firmware version before suggesting troubleshooting steps.
  What better looks like: Always collect product model, serial number, and firmware version at the start of each call
• Irrelevant troubleshooting1 of 1 callsProvided irrelevant troubleshooting (app reinstall, router password reset) for a TV-specific streaming issue across your 1 call this week, failing to isolate the problem domain.
  Why this matters: Applying irrelevant steps wastes customer time and may worsen frustration, increasing callback risk
  Example: In case 07773, the agent suggested resetting the router password and reinstalling the Linksys app, which are unrelated to a TV channel streaming error.
  What better looks like: For TV-specific streaming issues, first determine if the problem is router-related, TV-related, app-related, or broadcast-related before suggesting troubleshooting

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect product model, serial number, and firmware version at the start of each call
  Why: Without this information, agents cannot properly diagnose and resolve issues, leading to ineffective troubleshooting and repeat calls
• Step 2
  Before suggesting any troubleshooting steps for TV-specific streaming issues, determine whether the problem is router-related, TV-related, app-related, or broadcast-related
  Why: Applying irrelevant steps wastes customer time and may worsen frustration, increasing callback risk
• Step 3
  Confirm internet connectivity and stability on the customer's devices before suggesting advanced troubleshooting steps
  Why: Skipping this check can lead to unresolved issues and unnecessary escalations

Escalation Lessons

No escalated case learning this week.

Evidence Calls