Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect support URL

V2 Rubric (Shadow Grading)

V2 overall: 61.38% across 1 v2-scored calls this week

• Appropriate Escalation: 1

Where Did the Time Go

Product family breakdown not available.

By Problem Category

What You Did Well

• Proper escalation protocol1 of 1 callsThe agent promptly placed the call on hold to verify with the Customer Assurance team, demonstrating proper escalation protocol. This occurred during the interaction with the customer regarding a replacement request.
  Why this matters: Ensures continuity of support and proper handoff to specialized teams, reducing customer frustration from repeated explanations.
• Callback confirmation1 of 1 callsClearly confirmed the customer's preferred callback window (Thursday 11 AM–12 PM ET) and validated contact details (phone and email).
  Why this matters: Prevents miscommunication about follow-up timing and ensures customer accessibility for critical support.

Growth Focus

• Incorrect support URL1 of 1 callsProvided 'support.links.com' instead of 'support.linksys.com', misdirecting the customer. This occurred during initial call handling for a replacement request.
  Why this matters: Misdirected customers risk frustration and delayed resolution, potentially increasing repeat contacts.
  Example: During the call, the agent stated 'Visit support.links.com for documentation' instead of the correct support.linksys.com.
  What better looks like: Always verify and use the official support.linksys.com URL when providing web resources.
• Missing device information1 of 1 callsFailed to collect product model and serial number before discussing replacement eligibility, violating warranty verification protocol. This happened in the only call this week.
  Why this matters: Without model/serial numbers, warranty validation and RMA processing cannot proceed, forcing repeat contacts.
  Example: The agent scheduled a callback for replacement without obtaining the customer's device model or serial number.
  What better looks like: Collect product model and serial number during initial contact for all replacement-related inquiries.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect product model and serial number during initial contact for all replacement-related inquiries.
  Why: Without these details, warranty validation and RMA processing cannot proceed, leading to repeat contacts.
• Step 2
  Always verify and use the official support.linksys.com URL when providing web resources.
  Why: Misdirected customers risk frustration and delayed resolution.
• Step 3
  Confirm warranty status before discussing replacement options with customers.
  Why: Warranty status determines support eligibility and appropriate resolution paths.

Escalation Lessons

No escalated case learning this week.

Evidence Calls