Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inaccurate Technical Guidance

V2 Rubric (Shadow Grading)

V2 overall: 41.39% across 29 v2-scored calls this week7 auto-zeros

• Unresolved: 14
• Successful Resolution: 6
• Partial Resolution: 5
• Appropriate Escalation: 2
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Effective Mesh Recovery3 of 5 MX mesh calls resolvedSuccessfully restored MX4200 mesh networks using 5-press reset and proper node redeployment in #LTS00134444, #LTS00134268, and #LTS00134326.
  Why this matters: Ensures continuous connectivity for customers with mesh systems, reducing repeat calls and downtime.
  #LTS00134444  ·  #LTS00134268  ·  #LTS00134326
• Clear Escalation Path3 escalations this weekConsistently escalated complex cases with clear documentation and callback coordination in #TE00116070, #TE00134496, and #LTS00134531.
  Why this matters: Ensures timely L2 intervention for unresolved technical issues, improving customer satisfaction.
  #TE00116070  ·  #TE00134496  ·  #LTS00134531

Growth Focus

• Inaccurate Technical GuidanceAppeared in 8 of 25 callsProvided incorrect URLs, password policies, and LED interpretations in #LTS00134249, #LTS00134268, and #LTS00134355, leading to customer confusion and unresolved issues.
  Why this matters: Risks customer frustration, repeat calls, and potential security exposures from incorrect instructions.
  Example: In #LTS00134249, advised using 'support_.onoldschool.com' instead of official support.linksys.com, causing login failures.
  What better looks like: Verify all URLs, password policies, and LED states against KB before providing guidance; use official support domains only.
  #LTS00134249  ·  #LTS00134268  ·  #LTS00134355
• Incomplete TroubleshootingAppeared in 12 of 25 callsSkipped standard diagnostics (modem reboot, WAN check, firmware verification) in #LTS00134326, #LTS00134340, and #LTS00134362, leading to unresolved connectivity issues.
  Why this matters: Increases risk of repeat calls and customer dissatisfaction due to unresolved core issues.
  Example: In #LTS00134326, advised reset without verifying modem status or testing internet connection at modem level.
  What better looks like: Follow universal_isp_modem_diagnostics.md: power-cycle modem, test connection at modem, verify WAN LED before router troubleshooting.
  #LTS00134326  ·  #LTS00134340  ·  #LTS00134362

Callback Flags

No callback chains detected.

Documentation Accuracy

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 unresolved issues and reduces repeat calls by ensuring actual problem resolution.
• Step 2
  Always verify the correct product model and serial number before providing model-specific guidance or firmware information.
  Why: Ensures accurate troubleshooting and prevents misapplication of procedures across different product lines.
  This week: #LTS00134249 (EA6100 misidentified as cloud-managed)
• Step 3
  Complete full power-cycle of modem and router before proceeding with advanced troubleshooting steps.
  Why: Resolves common connectivity issues and avoids unnecessary complexity in diagnostics.
  This week: #LTS00134326 (skipped modem test)
• Step 4
  Use only official Linksys support domains (support.linksys.com) when providing URLs; never use third-party or unofficial sites.
  Why: Maintains security and ensures customers reach legitimate support resources.
  This week: #LTS00134249 (used 'support_.onoldschool.com')
• Step 5
  When escalations are necessary, document all L1 steps taken and clearly communicate next steps to the customer.
  Why: Ensures smooth L2 handoff and manages customer expectations for callback timing.
  This week: #TE00116070 (escalation documentation)

Escalation Lessons

Evidence Calls