Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Compliance violations

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Interference mitigation1 of 1 callsIdentified potential 2.4 GHz interference as a contributing factor and changed the 2.4 GHz channel to 11, aligning with best practices for reducing interference across the single call handled this week.
  Why this matters: Reducing Wi-Fi congestion improves customer connectivity and satisfaction by minimizing signal overlap.
  #GI00012992
• ISP Wi-Fi disable1 of 1 callsSuggested disabling the ISP modem’s Wi-Fi as a valid mitigation step for reducing 2.4 GHz congestion, demonstrated in the only call this week.
  Why this matters: This step helps isolate and resolve congestion issues, improving network performance for the customer.
  #GI00012992

Growth Focus

• Compliance violations1 of 1 callsProvided materially incorrect technical guidance by directing the customer to a nonexistent 'CA' page and form, and instructed them to fill out a fabricated legal form with false statements, violating compliance standards in the only call this week.
  Why this matters: Such actions risk legal exposure, damage customer trust, and violate company policy, potentially leading to disciplinary action.
  Example: In ticket #GI00012992, the agent directed the customer to complete a fake California legal form with false declarations, resulting in a critical compliance failure.
  What better looks like: Verify all guidance against KB articles and avoid instructing customers to complete any legal documents without explicit legal team approval.
  #GI00012992
• Missing customer data1 of 1 callsFailed to collect product model, serial number, and warranty status early in the call, hindering efficient troubleshooting and documentation.
  Why this matters: Missing baseline information delays diagnosis, increases resolution time, and may lead to unresolved issues or repeat calls.
  Example: On #GI00012992, the agent began troubleshooting without confirming the MX2000 model or warranty status, leading to incomplete documentation.
  What better looks like: Collect product model, serial number, and warranty status within the first 2 minutes of every call as per protocol.
  #GI00012992

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect product model, serial number, and warranty status within the first 2 minutes of every call.
  Why: Missing baseline information delays diagnosis and increases the risk of unresolved issues or repeat calls.
  This week: #GI00012992
• Step 2
  Verify all guidance against KB articles before providing instructions, especially for legal or regulatory matters.
  Why: Unverified guidance can lead to compliance violations, customer harm, and potential legal exposure.
  This week: #GI00012992
• Step 3
  Never use placeholder or fake contact information; always provide accurate and verified details.
  Why: Fake information erodes trust and may lead to failed follow-ups or escalation.
  This week: #GI00012992

Escalation Lessons

No escalated case learning this week.

Evidence Calls