Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model/serial collection

V2 Rubric (Shadow Grading)

V2 overall: 43.25% across 20 v2-scored calls this week5 auto-zeros

• Unresolved: 12
• Successful Resolution: 4
• Partial Resolution: 3
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite and patient tonePresent across multiple callsAgent maintained a polite and patient tone throughout interactions, acknowledged customer concerns, and provided clear next steps where appropriate.
  Why this matters: Enhances customer experience and builds trust, encouraging customers to follow through on troubleshooting steps.
  #LTS00134253  ·  #TE00134332
• Correct factory reset guidanceUsed in setup callsAgent correctly instructed the 5-press reset procedure for MX6200 and MR7310 models, aligning with KB documentation.
  Why this matters: Ensures devices are properly reset to factory defaults, resolving configuration issues effectively.
  #LTS00134506  ·  #LTS00134842

Growth Focus

• Model/serial collectionOccurred in 8 of 17 callsFailed to collect product model and serial number on multiple calls, critical for warranty verification and model-specific troubleshooting.
  Why this matters: Without model/serial, agents cannot access warranty info, apply correct procedures, or escalate appropriately, leading to misdiagnosis and repeat calls.
  Example: Call #LTS00134231: Agent never identified the router model despite multiple prompts, leading to incomplete troubleshooting.
  What better looks like: Always confirm product model and serial number within the first 2 minutes of the call, using KB prompts.
  #LTS00134231  ·  #LTS00134253
• Incorrect technical guidanceOccurred in 5 critical callsProvided factually incorrect information about mesh compatibility, LED states, and password reset methods, contradicting KB documentation.
  Why this matters: Incorrect guidance leads to unresolved issues, customer frustration, and potential hardware damage if misconfigured.
  Example: Call #LTS00134253: Advised WHW01 cannot mix with newer mesh nodes, violating velop_mesh_compatibility.md.
  What better looks like: Reference KB articles before providing technical advice; verify mesh compatibility charts and LED definitions.
  #LTS00134253  ·  #LTS00134492

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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 callbacks due to unconfirmed resolutions and ensures customer satisfaction
• Step 2
  Always collect and verify product model and serial number within the first 2 minutes of every call
  Why: Enables accurate troubleshooting, warranty checks, and proper escalation paths
  This week: #LTS00134231
• Step 3
  Reference KB articles before providing technical guidance on mesh compatibility, LED states, and password reset methods
  Why: Ensures accuracy and prevents misinformation that could cause hardware issues or misconfiguration
  This week: #LTS00134253
• Step 4
  When advising factory resets, clearly state the correct duration (10-20 seconds) and expected LED behavior per KB
  Why: Prevents incomplete resets and customer confusion about reset success
  This week: #LTS00134950
• Step 5
  Verify internet connectivity at the modem with a direct Ethernet test before recommending router resets
  Why: Isolates ISP issues from router problems, reducing unnecessary troubleshooting steps

Escalation Lessons

Evidence Calls