Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Guidance Completeness

V2 Rubric (Shadow Grading)

V2 overall: 37.43% across 36 v2-scored calls this week14 auto-zeros

• Unresolved: 22
• Successful Resolution: 10
• Partial Resolution: 4

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device Identification12 of 38 callsConsistently accurately identified device models and serial numbers from customer input across multiple calls, such as EA7200, WHW03, and MX6200.
  Why this matters: Ensures correct troubleshooting and support path selection, improving resolution efficiency.
  #LTS00134346  ·  #LTS00134382  ·  #LTS00134687
• Professional Communication28 of 38 callsMaintained polite and professional tone throughout interactions, even during complex troubleshooting sessions.
  Why this matters: Enhances customer experience and builds trust, encouraging cooperation during diagnostics.
  #LTS00134381  ·  #LTS00134382  ·  #LTS00134687

Growth Focus

• Technical Guidance Completeness18 of 38 callsFrequently omitted critical troubleshooting steps (e.g., router UI access, firmware verification) and prematurely directed customers to paid support or self-help without exhausting free options.
  Why this matters: Leads to unresolved issues, repeat calls, and customer frustration due to incomplete guidance.
  Example: In call #LTS00134352 (15d1a096-6e80-11f1-868a-42010a62006f), the agent did not guide the customer through basic Wi-Fi settings adjustments, instead offering only generic advice and paid support.
  What better looks like: Systematically guide customers through documented troubleshooting steps (e.g., router UI access, firmware checks) before escalating or suggesting paid support.
  #LTS00134352  ·  #LTS00134381  ·  #LTS00134394
• Escalation and Case Handling15 of 38 callsInconsistent case documentation and escalation practices, including missing serial numbers and unclear follow-up plans.
  Why this matters: Impacts accountability, repeat call prevention, and effective handoff to Tier-2 or L2 support.
  Example: Call #LTS00134697 (c18ddb8c-7030-11f1-8c0d-42010a623f91) ended without a formal case reference or documented next steps after a factory reset failure.
  What better looks like: Consistently collect model/serial numbers, document troubleshooting steps in HappyFox, and set clear follow-up timelines for unresolved cases.
  #LTS00134697  ·  #LTS00134839  ·  #LTS00134995

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 repeat calls by ensuring the customer validates the solution live.
• Step 2
  Always guide customers through accessing the router's local web interface (e.g., http://myrouter.local) and verify firmware/version before proceeding with advanced troubleshooting.
  Why: Ensures accurate diagnostics and avoids misdirected steps, improving first-call resolution.
  This week: #LTS00134352
• Step 3
  Document every troubleshooting step performed in HappyFox, including model/serial numbers, and set explicit follow-up timelines for unresolved cases.
  Why: Creates accountability, improves handoffs, and reduces repeat contact.
  This week: #LTS00134697
• Step 4
  When escalating or offering paid support, first exhaust all free troubleshooting options and clearly explain why escalation is necessary.
  Why: Builds trust and ensures customers receive maximum value before incurring costs.
  This week: #LTS00134381
• Step 5
  Avoid collecting payment information during calls; direct customers to secure online portals for paid support transactions.
  Why: Compliance with PCI standards and protects both agent and customer data.
  This week: #LTS00135001

Escalation Lessons

Evidence Calls