Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy gaps

V2 Rubric (Shadow Grading)

V2 overall: 39.48% across 23 v2-scored calls this week6 auto-zeros

• Unresolved: 13
• Partial Resolution: 7
• Successful Resolution: 2
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Professional communication15 of 21 callsMaintained polite and professional tone throughout interactions across 15 of your 21 calls, such as in #LTS00134218 where the agent used respectful language despite technical difficulties.
  Why this matters: Builds customer trust and reduces escalation risk
  #LTS00134218  ·  #LTS00134240  ·  #LTS00134313
• Effective self-help guidance9 of 21 callsConsistently offered clear self-help paths and documentation across 9 calls, such as emailing setup guides when customers declined paid support in #LTS00134282 and #LTS00134313.
  Why this matters: Empowers customers and reduces repeat contacts
  #LTS00134282  ·  #LTS00134313  ·  #LTS00134634

Growth Focus

• Technical accuracy gaps8 of 21 callsProvided incorrect product/process information in 8 calls, such as misstating MX2000 LED meanings in #LTS00134218 and claiming WRT120N is Wi-Fi 5 in #LTS00134240, leading to unresolved issues.
  Why this matters: Customer frustration and potential safety risks from incorrect guidance
  Example: In #LTS00134218, agent told customer solid blue LED means 'connected' when KB states it means 'ready for setup,' leaving nodes unpaired.
  What better looks like: Verify LED meanings and pairing steps against KB before advising customers
  #LTS00134218  ·  #LTS00134240  ·  #LTS00112431
• Incomplete troubleshooting7 of 21 callsSkipped essential diagnostics in 7 calls, such as not verifying WAN status before declaring hardware faults in #LTS00134240 and #LTS00134465, increasing callback risk.
  Why this matters: Unresolved issues and repeat calls
  Example: In #LTS00134465, agent advised replacing router without testing WAN or performing resets, contradicting standard diagnostic flow.
  What better looks like: Follow full diagnostic checklist: reboot, WAN test, LED verification before concluding hardware failure
  #LTS00134240  ·  #LTS00134465  ·  #LTS00134500

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 premature closures and reduces callbacks
  This week: #LTS00134218
• Step 2
  Always verify WAN connectivity and perform at least one reset before declaring a device defective.
  Why: Avoids unnecessary part replacements and builds customer trust
  This week: #LTS00134240
• Step 3
  Confirm model compatibility and warranty status before providing technical guidance or support paths.
  Why: Ensures accurate advice and appropriate support offerings
  This week: #LTS00134465
• Step 4
  Use KB-verified procedures for resets and pairing, and clearly explain LED meanings before advising customers.
  Why: Prevents misinterpretation and technical errors
  This week: #LTS00112431
• Step 5
  When offering self-help, provide specific, actionable steps and confirm customer understanding before ending the call.
  Why: Reduces customer confusion and support burden
  This week: #LTS00134313

Escalation Lessons

No escalated case learning this week.

Evidence Calls