Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete Diagnostic Procedures

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Customer Information Accuracy1 of 1 callsAccurately collected and confirmed customer name (Diane Gattowski), model number (EA8100V), and serial number (28N20M17C03536) across the single call handled this week.
  Why this matters: Ensures correct device targeting and avoids misdirected support, improving first-call resolution potential.
  #LTS00041115
• End-of-Life Device Identification1 of 1 callsCorrectly identified the EA8100V as an end-of-life device with no firmware updates, based on product lifecycle knowledge, in the single call this week.
  Why this matters: Prevents wasted time on unsupported devices and directs customers to appropriate replacement options.
  #LTS00041115

Growth Focus

• Incomplete Diagnostic Procedures1 of 1 callsFailed to follow mandatory diagnostic steps including modem connection test, WAN/LED status check, and DHCP/PPPoe verification, leading to premature recommendation of hardware replacement in the single call this week.
  Why this matters: Skipping diagnostics risks misdiagnosis, unnecessary hardware costs, and repeat calls if the actual issue is ISP-related or configurable.
  Example: In call #LTS00041115, the agent advised replacing the EA8100V without testing the modem connection or checking WAN status, despite the customer having worked with their ISP earlier that day.
  What better looks like: Before recommending replacement, always complete Step 1 of universal_isp_modem_diagnostics.md (modem test), check WAN/Internet LED status per led_intelligent_mesh_consumer.md, and verify DHCP/PPPoe requirements.
  #LTS00041115
• Warranty Verification Omission1 of 1 callsFailed to confirm warranty status or support eligibility before recommending paid hardware replacement, potentially exposing the customer to unnecessary costs.
  Why this matters: Recommending paid replacements without verifying warranty eligibility damages trust and may violate support policies.
  Example: In call #LTS00041115, the agent advised replacing the EA8100V without checking warranty status, despite the device being end-of-life and potentially eligible for replacement under warranty.
  What better looks like: Always verify warranty status or support eligibility using the serial number before recommending any paid hardware replacement.
  #LTS00041115

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before recommending hardware replacement, complete all steps in universal_isp_modem_diagnostics.md including modem connection test, WAN/LED status check, and DHCP/PPPoe verification.
  Why: Skipping diagnostics leads to misdiagnosis, unnecessary costs, and potential repeat calls.
  This week: #LTS00041115
• Step 2
  Verify warranty status or support eligibility using the serial number before recommending any paid hardware replacement.
  Why: Recommending paid replacements without verification damages trust and may violate support policies.
  This week: #LTS00041115
• Step 3
  Practice concise, structured communication to reduce silences and improve call clarity, especially when explaining technical steps.
  Why: Long silences and unclear speech reduce efficiency and customer confidence.
  This week: #LTS00041115

Escalation Lessons

No escalated case learning this week.

Evidence Calls