Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete troubleshooting steps

V2 Rubric (Shadow Grading)

V2 overall: 8.34% across 2 v2-scored calls this week1 auto-zero

• Unresolved: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate device identification2 of 2 callsCollected and recorded the correct model and serial number for the MX2000 in #LTS00134890, and persisted in obtaining this information despite customer difficulty for the BEFSR41 in #GI00134898.
  Why this matters: Ensures troubleshooting is directed at the correct device specifications, improving resolution accuracy.
  #LTS00134890  ·  #GI00134898
• Precise LED status interpretation1 of 2 callsCorrectly interpreted solid blue LED as indicating online status for the MX2000 mesh node in #LTS00134890, preventing misdiagnosis.
  Why this matters: Avoids incorrect assumptions about device state, leading to more efficient troubleshooting.
  #LTS00134890

Growth Focus

• Incomplete troubleshooting steps1 of 2 callsSkipped critical steps in the Velop connectivity flow (modem-direct speed test) and failed to verify WAN/internet status on the router dashboard in #LTS00134890, leading to unresolved connectivity issues.
  Why this matters: Skipping diagnostics risks misdiagnosis, prolongs customer frustration, and may lead to repeat calls or unnecessary paid support requests.
  Example: In #LTS00134890, the agent advised device-specific troubleshooting without first confirming the router's WAN status or performing a modem speed test, leaving the root cause unaddressed.
  What better looks like: Systematically complete all steps in the Velop connectivity flowchart, including modem-direct speed tests and router dashboard WAN checks, before concluding device-level issues.
  #LTS00134890
• Misguided customer referrals1 of 2 callsIncorrectly directed a BEFSR41 customer to Cisco support in #GI00134898, contradicting KB guidance that mandates using support.linksys.com for Linksys products, and failed to provide appropriate self-help resources.
  Why this matters: Misrouting customers damages trust, wastes time, and bypasses proper support channels, potentially violating policy and increasing escalations.
  Example: In #GI00134898, the agent told the customer to contact Cisco for a Linksys BEFSR41, ignoring KB instructions to direct to support.linksys.com, leaving the customer without viable assistance.
  What better looks like: Refer customers to the correct support channels per KB (e.g., support.linksys.com for self-help or paid support) and provide model-specific troubleshooting resources before suggesting external contacts.
  #GI00134898

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before concluding a connectivity issue, always verify WAN status on the router dashboard and perform a modem-direct speed test.
  Why: Skipping these steps can misdiagnose the issue, leading to unresolved cases and repeat calls.
  This week: #LTS00134890
• Step 2
  When a customer asks for paid support, confirm warranty status in the system before offering any paid options.
  Why: Offering paid support prematurely violates policy and can erode customer trust.
  This week: #LTS00134890
• Step 3
  For any Linksys product, refer customers to support.linksys.com or model-specific KB articles before suggesting external contacts like Cisco.
  Why: Incorrect referrals misroute customers and bypass proper support channels, increasing frustration and escalations.
  This week: #GI00134898
• Step 4
  When handling legacy devices like the BEFSR41, consult model-specific KB articles for troubleshooting steps before concluding the issue is unsupported.
  Why: Failing to use model-specific guidance leads to unnecessary closures and missed resolution opportunities.
  This week: #GI00134898

Escalation Lessons

No escalated case learning this week.

Evidence Calls