Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Password Recovery Protocol

V2 Rubric (Shadow Grading)

V2 overall: 42.7% across 5 v2-scored calls this week1 auto-zero

• Unresolved: 3
• Successful Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear Mesh Procedures4 of 7 callsUsed correct KB-backed procedure (CA → Add Wired Child Node) for mesh node addition, as documented in velop_child_node_setup.md and universal_factory_reset.md across 4 calls including #TE00134762.
  Why this matters: Ensures consistent, reliable mesh configurations reducing repeat calls
  #TE00134762
• Persistent Troubleshooting3 of 7 callsPersisted through challenging calls with confused customers and stayed on until LED indicated recovery, resolving issues like solid red light on MBE7000 in calls including #TE00134957.
  Why this matters: Prevents early call drops and escalations for hardware issues
  #TE00134957

Growth Focus

• Password Recovery ProtocolAppeared in 2 of 7 callsFailed to follow correct password recovery procedure: did not guide customer through five-digit recovery key process on router label, and incorrectly stated default admin password is 'admin' in #TE00134762.
  Why this matters: Leads to unresolved admin access issues and unnecessary escalations
  Example: In #TE00134762, agent said 'default password is admin' instead of using recovery key, causing continued login failures.
  What better looks like: Always verify model first, then guide through recovery key entry per universal_admin_ui_blank_screen_workaround.md
  #TE00134762
• Modem Diagnostics OmissionAppeared in 3 of 7 callsSkipped Step 1 of ISP/Modem diagnostics — did not test modem directly with speed test or verify WAN status before troubleshooting router in #TE00134957.
  Why this matters: Causes misdiagnosis of ISP vs router issues, prolonging resolution
  Example: In #TE00134957, agent suggested changing DNS without confirming modem connectivity first, leading to invalid configurations.
  What better looks like: Always perform direct modem test and verify WAN status per universal_isp_modem_diagnostics.md before router changes
  #TE00134957

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before guiding any password recovery, always confirm the router model and guide through the five-digit recovery key process on the label per KB
  Why: Prevents incorrect default password claims and unresolved admin access issues
  This week: #TE00134762
• Step 2
  Always perform Step 1 of universal_isp_modem_diagnostics.md (direct modem test) before making router configuration changes
  Why: Avoids misdiagnosis and invalid configuration changes that complicate resolution
  This week: #TE00134957
• Step 3
  When adjusting network settings, never change LAN IP subnet or DHCP range without explicit customer confirmation and KB reference
  Why: Prevents creating unconnectable networks and repeat calls
  This week: #TE00134957
• Step 4
  For solid white LED on MBE7000 showing 'no internet' in settings, verify WAN status and ISP connectivity before proceeding to advanced troubleshooting
  Why: Ensures proper diagnosis of ISP vs router issues per LED guidelines
  This week: #TE00134957
• Step 5
  Document model/serial numbers and warranty status on every call per universal_escalation_guide.md protocol
  Why: Ensures proper escalation path and RMA eligibility verification

Escalation Lessons

Evidence Calls