Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 28.71% across 48 v2-scored calls this week18 auto-zeros

• Unresolved: 31
• Partial Resolution: 8
• Successful Resolution: 8
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear Documentation17 of 20 calls documentedAgent consistently created detailed HappyFox tickets with accurate model/serial numbers and clear next steps (e.g., #LTS00134375, #LTS00134379).
  Why this matters: Improves resolution continuity and reduces repeat calls.
  #LTS00134375  ·  #LTS00134379  ·  #LTS00134501

Growth Focus

• Technical AccuracyAppeared in 9 of 20 callsFrequent product misidentification (e.g., RE550 as TP-Link) and incorrect reset instructions impacted resolution quality across 9 calls (#LTS00134375, #LTS00134384).
  Why this matters: Causes customer confusion, repeat calls, and potential data loss.
  Example: In #LTS00134375, agent directed RE550 extender user to TP-Link support despite KB confirming Linksys ownership.
  What better looks like: Verify product brand via KB before troubleshooting; use model-specific reset procedures.
  #LTS00134375  ·  #LTS00134384  ·  #LTS00134501

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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
• Step 2
  Verify product brand and model against KB before providing troubleshooting steps.
  Why: Avoids misdirected support and brand confusion
  This week: #LTS00134375

Escalation Lessons

No escalated case learning this week.

Evidence Calls