Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Missing Warranty Verification

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

• Warranty Policy Explanation1 of 1 callsCorrectly explained Linksys warranty policy (3-year hardware replacement) in general terms during the call with #LTS00036256.
  Why this matters: Ensures customers understand their rights and sets proper expectations for support outcomes.
  #LTS00036256
• Alternative Channel Offer1 of 1 callsOffered online chat as an alternative support channel during the call with #LTS00036256.
  Why this matters: Provides customers with flexible support options and reduces call abandonment risk.
  #LTS00036256

Growth Focus

• Missing Warranty Verification1 of 1 callsFailed to collect product serial number or verify warranty status for a hardware/connectivity issue across your only call this week (#LTS00036256), violating basic support protocol for RMA eligibility.
  Why this matters: Prevents proper qualification for hardware replacement and may lead to unsupported claims or repeat contacts.
  Example: During call #LTS00036256, agent discussed potential hardware fault but never requested serial number or confirmed warranty coverage.
  What better looks like: Collect serial number and verify warranty status within the first 2 minutes of any hardware-related call, using KB-1234 guidelines.
  #LTS00036256
• Zero Troubleshooting Steps1 of 1 callsDid not perform any diagnostic or troubleshooting steps for a reported hardware/connectivity issue in your only call (#LTS00036256), violating basic support protocol.
  Why this matters: Leads to unresolved issues, customer frustration, and unnecessary escalations or callbacks.
  Example: In #LTS00036256, agent acknowledged intermittent disconnects but suggested no troubleshooting (e.g., power cycle, firmware update, QoS settings).
  What better looks like: Execute at least two basic troubleshooting steps (power cycle + firmware update) for connectivity issues before closing or escalating.
  #LTS00036256

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect product serial number and verify warranty status within the first 2 minutes of any hardware-related call.
  Why: Fails to qualify for RMA and may lead to unsupported claims or repeat contacts.
  This week: #LTS00036256
• Step 2
  Execute at least two basic troubleshooting steps (power cycle + firmware update) for reported connectivity issues before closing or escalating.
  Why: Avoids premature closure and ensures basic issues are addressed, reducing callbacks.
  This week: #LTS00036256
• Step 3
  Replace filler words ('Hmm', 'Ah') with concise acknowledgments and maintain clear call control.
  Why: Improves customer perception and professionalism, reducing frustration.
  This week: #LTS00036256

Escalation Lessons

No escalated case learning this week.

Evidence Calls