Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy

V2 Rubric (Shadow Grading)

V2 overall: 32.6% across 34 v2-scored calls this week13 auto-zeros

• Unresolved: 23
• Successful Resolution: 7
• Partial Resolution: 3
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device info capture12 of 32 callsConsistently captured model and serial numbers accurately across calls, enabling precise troubleshooting. For example, in #LTS00134378, the agent collected MX6200 model number 58W10M2BD09211 and guided the customer to the router status page.
  Why this matters: Accurate device identification prevents misdirected guidance and ensures applicable solutions are provided, improving resolution efficiency.
  #GI00134311  ·  #LTS00134378  ·  #LTS00134360
• Effective escalation4 of 32 callsCreated tickets and scheduled callbacks appropriately for complex issues, such as in #TE00134390 where a callback was set for MBE70 configuration review.
  Why this matters: Ensures continuity of support and prevents customer effort duplication by handing off to specialized teams.
  #TE00134390

Growth Focus

• Technical accuracy18 of 32 callsProvided incorrect support URLs (e.g., support.linux.com), misstated device capabilities (e.g., MBE70 as Wi-Fi 7), and quoted invalid prices. These errors appeared in 18 of 32 calls, particularly on MX and MR series devices.
  Why this matters: Incorrect information risks customer safety, undermines trust, and may lead to repeat calls or hardware misuse.
  Example: In #GI00134311, the agent directed the customer to support.linux.com instead of support.linksys.com, causing confusion and delay.
  What better looks like: Verify all URLs and device specifications against KB before sharing; use support.linksys.com for all resources.
  #GI00134311  ·  #TE00134390  ·  #LTS00134511
• Troubleshooting depth14 of 32 callsSkipped key diagnostic steps (e.g., WAN checks, firmware verification) before closure or escalation in 14 calls. For example, in #LTS00134547, the agent pushed paid support without testing basic connectivity.
  Why this matters: Superficial troubleshooting increases callback risk and reduces first-call resolution, frustrating customers and raising operational costs.
  Example: In #LTS00134547, despite the customer reporting an orange WAN light, the agent did not verify WAN status or attempt a power cycle before offering paid support.
  What better looks like: Follow universal_escalation_guide.md: verify WAN/PPPoe, power-cycle, and check firmware before escalation or closure.
  #LTS00134547  ·  #LTS00134685  ·  #LTS00135024

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before sharing any support resource, verify the URL against the KB and use support.linksys.com exclusively.
  Why: Incorrect URLs mislead customers, undermine trust, and may expose security risks, leading to repeat calls.
  This week: #GI00134311
• Step 2
  Complete WAN/PPPoe checks, power-cycle, and firmware verification before closing or escalating connectivity issues.
  Why: Skipping these steps often leaves the root cause unaddressed, resulting in unresolved cases and callbacks.
  This week: #LTS00135024
• Step 3
  When discussing device capabilities, consult the KB to confirm supported features (e.g., Wi-Fi standards, node limits).
  Why: Misstating capabilities erodes credibility and may lead to customer frustration or incorrect configurations.
  This week: #TE00134390
• Step 4
  Use model-specific reset procedures (e.g., 5-press only for supported models) and confirm firmware compatibility before execution.
  Why: Applying incorrect resets can brick devices or fail to resolve issues, requiring escalation or replacement.
  This week: #LTS00134378
• Step 5
  Document all troubleshooting steps and customer responses in HappyFox to ensure continuity and inform L2 support.
  Why: Incomplete documentation delays resolution and forces repeat troubleshooting, increasing customer effort.

Escalation Lessons

Evidence Calls