Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Missing Device Information

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

None recorded this week.

Growth Focus

• Missing Device Information1 of 1 callsFailed to collect product model, serial number, and warranty details during the call with #LTS00003727, violating standard protocol requirements.
  Why this matters: Without this data, proper diagnostics and support cannot be provided, increasing callback risk and compliance violations.
  Example: On #LTS00003727, agent did not ask for MX2000 serial number before troubleshooting Parental Controls, leading to ineffective random instructions.
  What better looks like: Always collect product model, serial number, and warranty status at the start of technical calls before any troubleshooting steps.
  #LTS00003727
• Incorrect DNS Configuration1 of 1 callsProvided technically invalid DNS values ('DNS1 488', 'DNS 2884444') contradicting KB guidelines during troubleshooting on #LTS00003727.
  Why this matters: Incorrect configurations can break customer networks, damage trust in support quality, and create safety risks.
  Example: In #LTS00003727, agent suggested non-existent DNS settings 'DNS1 488' and 'DNS 2884444', which are impossible and contradicted documentation.
  What better looks like: Refer to KB for validated DNS values and verify correctness before advising customers; never provide values not explicitly documented.
  #LTS00003727

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 information at the start of every technical support call before beginning troubleshooting.
  Why: Skipping this step prevents proper diagnostics, increases misdiagnosis risk, and violates support protocols.
  This week: #LTS00003727
• Step 2
  Refer to KB documentation for all configuration values (e.g., DNS settings) and verify correctness before advising customers.
  Why: Providing invalid configurations can break customer networks and erode trust in support quality.
  This week: #LTS00003727
• Step 3
  Follow a structured troubleshooting flow, verifying each step with the customer and documenting progress before moving to the next step.
  Why: Random instructions without verification lead to unresolved issues and repeated callbacks.
  This week: #LTS00003727

Escalation Lessons

No escalated case learning this week.

Evidence Calls