Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Diagnostic Omission

V2 Rubric (Shadow Grading)

V2 overall: 34.05% across 31 v2-scored calls this week12 auto-zeros

• Unresolved: 16
• Partial Resolution: 6
• Successful Resolution: 6
• Appropriate Escalation: 2
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Efficient Device Registration3 of 5 registration-related callsSuccessfully completed registration for all three mesh nodes using internal tools across multiple calls, ensuring proper warranty coverage and configuration.
  Why this matters: Ensures customers receive full support entitlement and avoids configuration errors from manual registration attempts.
  #GI00134497
• Clear Troubleshooting Guidance4 of 7 WHW03 callsProvided accurate reset and 5-press pairing instructions for WHW03 V2 across multiple calls, resulting in successful node recovery.
  Why this matters: Reduces repeat calls by ensuring customers can independently resolve common mesh issues.
  #LTS00134281

Growth Focus

• Diagnostic OmissionAppeared in 5 of 25 callsFailed to verify WAN/internet status before proceeding with mesh troubleshooting in multiple calls, leading to inefficient resolutions.
  Why this matters: Causes unnecessary steps, prolongs call duration, and risks misdiagnosis of the root cause.
  Example: In call #LTS00134269, no modem test was performed before offering paid support, despite KB requiring WAN verification.
  What better looks like: Always confirm internet connectivity via modem test or speed test before initiating mesh-specific troubleshooting.
  #LTS00134269  ·  #LTS00134329
• Inconsistent Reset Guidance3 of 7 WHW03 callsProvided contradictory reset instructions (20-second hold vs. 5-press method) across calls, causing confusion and potential hardware stress.
  Why this matters: Leads to failed resolutions, customer frustration, and potential voiding of warranties.
  Example: In call #LTS00134281, instructed 20-second reset then later contradicted with 'do not unplug while resetting'.
  What better looks like: Standardize reset instructions per KB: 20-second factory reset for initial setup, 5-press pairing for node recovery.
  #LTS00134281

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 callbacks due to unresolved issues and ensures customer confidence in the solution.
• Step 2
  Always verify WAN/internet status using modem tests or speed tests before proceeding with mesh-specific troubleshooting.
  Why: Avoids misdiagnosis and reduces unnecessary steps in the troubleshooting process.
  This week: #LTS00134269
• Step 3
  Standardize reset instructions per KB: use 20-second factory reset for initial setup and 5-press pairing for node recovery.
  Why: Ensures consistent, correct guidance and prevents hardware stress or warranty voiding.
  This week: #LTS00134281

Escalation Lessons

No escalated case learning this week.

Evidence Calls