Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect technical guidance

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

None recorded this week.

Growth Focus

• Incorrect technical guidanceOccurred in 1 of 1 callsProvided incorrect and unsupported router access URLs/IP addresses, instructed customer to change LAN IP to an unsupported value, and referenced fictional interface elements, leading to unresolved connectivity issues across the single call handled.
  Why this matters: Delivering incorrect technical instructions causes customer frustration, potential misconfiguration, and repeat calls.
  Example: Instructed customer to access router via [REDACTED_PHONE] and change LAN IP to [REDACTED_PHONE], contradicting KB guidance.
  What better looks like: Verify all URLs, configuration steps, and interface names against KB before instructing customers; cross-check supported values.
  #LTS00005419
• Missing product informationOccurred in 1 of 1 callsFailed to collect essential product information (model, serial number, warranty status) before troubleshooting, preventing access to model-specific resources and support pathways.
  Why this matters: Without product details, agents cannot reference correct KB articles, determine warranty eligibility, or escalate appropriately.
  Example: Did not ask for or record model, serial number, or warranty status during the call, leaving troubleshooting generic and ineffective.
  What better looks like: Collect product model, serial number, and warranty status at the start of every call to guide accurate troubleshooting.
  #LTS00005419

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before providing any router access instructions, verify the URL or IP address against the official KB.
  Why: Preventing incorrect guidance avoids customer frustration, misconfiguration, and repeat calls.
  This week: #LTS00005419
• Step 2
  Collect product model, serial number, and warranty status at the beginning of every call.
  Why: Enables accurate troubleshooting, warranty checks, and appropriate escalation paths.
  This week: #LTS00005419
• Step 3
  Avoid instructing customers to change LAN IP addresses unless explicitly supported by KB documentation.
  Why: Unsupported LAN IP changes can break connectivity and require service calls to resolve.
  This week: #LTS00005419
• Step 4
  When issues remain unresolved, document exact steps taken and escalate with clear next steps for the customer.
  Why: Ensures continuity of support and prevents abandonment of unresolved issues.
  This week: #LTS00005419

Escalation Lessons

No escalated case learning this week.

Evidence Calls