Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Reset Procedure Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 63.53% across 22 v2-scored calls this week2 auto-zeros

• Partial Resolution: 11
• Successful Resolution: 5
• Unresolved: 5
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Model Identification15 of 18 callsCollected model and serial numbers accurately across 15 of your 18 calls, enabling proper troubleshooting and warranty checks, as seen in calls #LTS00134271, #LTS00134286, and #LTS00134345.
  Why this matters: Accurate device identification prevents misdirected troubleshooting and ensures appropriate support paths.
  #LTS00134271  ·  #LTS00134286  ·  #LTS00134345
• Escalation Protocol1 escalation this weekEscalated case #TE00043142 correctly with clear callback timeframe (2-3 hours) and provided Level-2 with necessary diagnostic context, ensuring timely resolution.
  Why this matters: Proper escalation reduces customer wait times and ensures L2 has complete information to resolve complex issues.
  #TE00043142

Growth Focus

• Reset Procedure Accuracy8 of 18 callsProvided incorrect reset durations (30 seconds instead of 10-20 seconds) and LED expectations for WHW03 and MX series in 8 of your 18 calls, leading to confusion and unresolved issues, as seen in #LTS00134271, #LTS00134286, and #LTS00134498.
  Why this matters: Incorrect reset instructions can render devices unusable and increase callback rates due to failed self-help attempts.
  Example: In #LTS00134271, advising a 30-second reset on WHW03 contradicted KB guidelines, resulting in persistent node dropout issues.
  What better looks like: Follow KB reset times (10-20 seconds) and verify LED behavior per device model before instructing customers.
  #LTS00134271  ·  #LTS00134286  ·  #LTS00134498
• WAN/Modem Verification5 of 18 callsSkipped WAN cable checks and modem status verification in 5 connectivity cases (#LTS00134300, #LTS00134357, #LTS00134470, #LTS00134498, #LTS00134789), leading to misdiagnosis of router faults when upstream issues were present.
  Why this matters: Failing to verify modem/WAN status misdirects troubleshooting and risks unnecessary hardware replacement or escalation.
  Example: In #LTS00134470, not checking the modem's WAN LED or signal strength led to an incorrect 'bricked router' conclusion.
  What better looks like: Always confirm modem/WAN connectivity (LED status, signal strength) before proceeding with router diagnostics.
  #LTS00134300  ·  #LTS00134470  ·  #LTS00134789

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before instructing any reset procedure, verify the exact model and reference KB reset durations and LED expectations.
  Why: Incorrect reset timing or LED interpretation renders devices inoperable and creates repeat calls.
  This week: #LTS00134271
• Step 2
  Always confirm WAN/modem connectivity (LED status, signal strength) before diagnosing router issues.
  Why: Skipping WAN checks misdiagnoses upstream problems as router faults, leading to unnecessary escalations.
  This week: #LTS00134470
• Step 3
  When handling mesh node dropouts, systematically check parent node status, WAN connection, and firmware compatibility before resetting child nodes.
  Why: Node dropouts often stem from parent or WAN issues; improper troubleshooting delays resolution.
  This week: #TE00043142
• Step 4
  For connectivity issues, document and verify each diagnostic step with the customer before proceeding to the next.
  Why: Incomplete verification leads to missed root causes and unresolved cases.

Escalation Lessons

Evidence Calls