Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol Adherence

V2 Rubric (Shadow Grading)

V2 overall: 42.11% across 17 v2-scored calls this week3 auto-zeros

• Unresolved: 8
• Successful Resolution: 4
• Partial Resolution: 3
• Appropriate Escalation: 1
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Accuracy4 of 15 callsAccurately verified power adapter specifications (12V/2.5A) against MBE7000 requirements per KB across multiple calls (e.g., #TE00134638).
  Why this matters: Ensures customers receive correct hardware verification guidance, preventing misdiagnosis of power issues.
  #TE00134638
• Escalation Judgment1 of 15 callsProperly escalated in-warranty MBE7000 hardware fault with clear 24-48 hour follow-up timeline (#TE00134638).
  Why this matters: Ensures timely warranty processing and customer expectation management.
  #TE00134638

Growth Focus

• Protocol Adherence3 of 15 callsFailed to collect product model/serial number and verify warranty status on multiple calls (e.g., #LTS00134616, #LTS00134809).
  Why this matters: Protocol violations risk misdiagnosis and inappropriate support offers, impacting customer trust and compliance.
  Example: On #LTS00134616, agent requested serial number of a 'Linux device' instead of the Linksys router, violating KB guidelines.
  What better looks like: Always collect model/serial number per universal_escalation_guide.md Step 3 before troubleshooting.
  #LTS00134616  ·  #LTS00134809
• Technical Accuracy2 of 15 callsProvided incorrect firmware/type information (e.g., claimed MBE7000 runs OpenWRT on #a7138754-6e6c-11f1-b240-42010a623f91).
  Why this matters: Material technical inaccuracies trigger auto-zero scores and undermine credibility.
  Example: Mischaracterized MBE7000 firmware as OpenWRT instead of LinksysNOW per KB, causing auto-zero on #a7138754-6e6c-11f1-b240-42010a623f91.
  What better looks like: Reference KB documentation for firmware types before providing guidance.
  #LTS00134298  ·  #LTS00134502

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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 callbacks due to unresolved issues and ensures customer confidence in the solution.
• Step 2
  Always collect and verify product model and serial number before proceeding with troubleshooting.
  Why: Protocol violations risk misdiagnosis and inappropriate support paths.
  This week: #LTS00134616
• Step 3
  Reference KB documentation for firmware types and access methods before providing guidance.
  Why: Technical inaccuracies trigger auto-zero scores and damage credibility.
  This week: #LTS00134298

Escalation Lessons

Evidence Calls