Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Premature Paid Support Offers

V2 Rubric (Shadow Grading)

V2 overall: 45.38% across 29 v2-scored calls this week6 auto-zeros

• Partial Resolution: 10
• Unresolved: 10
• Successful Resolution: 7
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Model CollectionPresent in 100% of callsConsistently collected model and serial numbers across calls, enabling precise troubleshooting. For example, in #LTS00134229, the agent accurately identified the WHW03 model and serial number.
  Why this matters: Ensures correct diagnosis and avoids misdirected support, improving resolution efficiency.
  #LTS00134229  ·  #LTS00134239  ·  #LTS00134245
• Clear CommunicationPresent in 85% of callsMaintained polite and professional tone throughout interactions, even when facing complex issues. In #LTS00134348, the agent provided clear, step-by-step instructions for MX6200 pairing.
  Why this matters: Builds customer trust and reduces frustration, leading to higher satisfaction.
  #LTS00134348  ·  #LTS00134307  ·  #LTS00134517

Growth Focus

• Premature Paid Support OffersAppeared in 40% of OOW callsFrequently offered paid support before exhausting free troubleshooting options, particularly for out-of-warranty devices. In #LTS00134229, the agent claimed free troubleshooting was unavailable despite policy allowing basic self-help paths.
  Why this matters: Violates customer expectations and policy, potentially damaging trust and increasing support costs.
  Example: In #LTS00134229, the agent stated 'we’re unable to process it through our standard support path' and pushed paid options without attempting standard diagnostics.
  What better looks like: Always attempt standard troubleshooting (e.g., power cycle, reset) before mentioning paid support, and clearly explain free self-help options.
  #LTS00134229  ·  #LTS00134295  ·  #LTS00134633
• Inconsistent Technical GuidanceOccurred in 30% of technical callsProvided factually incorrect or inconsistent technical instructions, such as misapplying the 5-press reset method to non-mesh devices. In #LTS00134239, the agent used a 5-press reset on an Atlas 6 router, which does not support this method.
  Why this matters: Leads to unresolved issues, customer confusion, and potential hardware damage.
  Example: In #LTS00134239, the agent instructed a 5-press reset on an SPNMX55CF router, contradicting KB guidelines that specify this method only for mesh nodes.
  What better looks like: Verify device compatibility before recommending reset procedures, and consult KB documentation for model-specific steps.
  #LTS00134239  ·  #LTS00134278  ·  #LTS00134633

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Prevents unresolved issues and reduces callbacks by ensuring customer validation.
• Step 2
  Always verify device model and warranty status before discussing support options.
  Why: Ensures compliance with policy and avoids premature paid support offers.
  This week: #LTS00134229
• Step 3
  Consult KB documentation before recommending reset procedures to confirm model compatibility.
  Why: Prevents incorrect guidance that could damage devices or confuse customers.
  This week: #LTS00134239

Escalation Lessons

No escalated case learning this week.

Evidence Calls