Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Device identification validation

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

• Device identification validation1 of 1 callsFailed to collect accurate product model ('MX M502' is invalid) and verify serial number across the single call handled this week.
  Why this matters: Incorrect device identification leads to misdirected troubleshooting and potential warranty claim errors.
  Example: On #LTS00065475, agent accepted 'MX M502' without correction and failed to validate serial number format.
  What better looks like: Confirm valid product model using KB lists and require clear serial number entry before proceeding.
  #LTS00065475
• Troubleshooting execution1 of 1 callsNo troubleshooting performed despite clear hardware issue description, and no support case created.
  Why this matters: Skipping troubleshooting increases repeat call risk and violates resolution protocol.
  Example: On #LTS00065475, agent ended call after basic questions without any diagnostic steps despite customer reporting ongoing hardware failure since 2020.
  What better looks like: Execute at least one relevant troubleshooting step or escalate with documented attempt before closing unresolved calls.
  #LTS00065475

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Validate product model against KB lists before proceeding with any troubleshooting steps
  Why: Prevents misdirected guidance and ensures correct warranty application
  This week: #LTS00065475
• Step 2
  Require clear serial number entry and validation for all hardware-related calls
  Why: Ensures proper identification for RMA and support case routing
  This week: #LTS00065475
• Step 3
  Execute at least one troubleshooting step or document clear escalation reason before closing unresolved hardware calls
  Why: Reduces repeat calls and maintains protocol compliance
  This week: #LTS00065475

Escalation Lessons

No escalated case learning this week.

Evidence Calls