Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect product identification

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 2 v2-scored calls this week2 auto-zeros

• Unresolved: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Professional communication1 of 2 callsThe agent used polite and clear requests for contact information and confirmed email address spelling with the customer, ensuring accurate records. This occurred in 1 of 2 calls (#LTS00134466).
  Why this matters: Accurate customer information prevents future communication issues and builds trust.
  #LTS00134466
• Accurate warranty guidance1 of 2 callsThe agent correctly communicated the standard 3-year hardware warranty period as per KB guidance, providing accurate information to the customer. This occurred in 1 of 2 calls.
  Why this matters: Correct warranty information helps customers understand their rights and avoids misrepresentation.

Growth Focus

• Incorrect product identification1 of 2 callsThe agent misidentified the RE6300 extender as 'WRA-X 3300' and failed to follow KB-mandated setup steps, leading to no resolution. Occurred in 1 of 2 calls (#LTS00134466).
  Why this matters: Misidentification leads to incorrect guidance, prolonging customer issues and potential misapplication of solutions.
  Example: In call #LTS00134466, the agent recorded the wrong model and skipped power cycle, LED checks, and reset steps, resulting in unresolved connectivity.
  What better looks like: Accurately identify the product model and follow all KB troubleshooting steps (power cycle, LED verification, reset, web UI access) before concluding.
  #LTS00134466
• Insufficient pre-escalation troubleshooting1 of 2 callsThe agent did not gather essential device information or perform standard troubleshooting before suggesting escalation, leading to unnecessary callbacks. Occurred in 1 of 2 calls.
  Why this matters: Skipping basic diagnostics delays resolution and may lead to repeated support contacts.
  Example: In the second call, the agent asked the customer to call back without verifying model, serial, or performing any diagnostics, resulting in an unresolved case.
  What better looks like: Collect model, serial, and warranty info; perform at least basic troubleshooting (e.g., speed tests, node reset) before escalation.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Verify product model accuracy by repeating back to the customer and confirming before proceeding with troubleshooting.
  Why: Misidentifying the product model leads to incorrect guidance and unresolved issues.
  This week: #LTS00134466
• Step 2
  Complete all KB-mandated troubleshooting steps (power cycle, LED check, reset) before offering self-help articles or declining support.
  Why: Skipping steps prevents resolution and forces customers to repeat contacts.
  This week: #LTS00134466
• Step 3
  Gather essential device information (model, serial number, warranty status) before suggesting escalation or callback.
  Why: Missing information delays L2 resolution and increases callback risk.

Escalation Lessons

No escalated case learning this week.

Evidence Calls