Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy

V2 Rubric (Shadow Grading)

V2 overall: 17.76% across 8 v2-scored calls this week4 auto-zeros

• Unresolved: 5
• Partial Resolution: 2
• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device info collectionPresent in 7 of 10 callsConsistently collected serial numbers and model details across multiple calls, enabling accurate case documentation and warranty checks.
  Why this matters: Ensures proper case routing and avoids repeat contacts due to missing information.
  #TE00121320  ·  #LTS00134903  ·  #LTS00135040

Growth Focus

• Technical accuracyOccurred in 6 of 10 callsProvided incorrect model names, firmware support claims, and reset procedures, leading to unresolved issues and customer frustration. Seen in 6 calls involving EA/MX series.
  Why this matters: Incorrect guidance risks hardware damage, repeat calls, and erosion of brand trust.
  Example: In #TE00121320, misnamed the router as "DA-7500" and falsely claimed support ended in 2025, preventing proper troubleshooting.
  What better looks like: Verify model numbers before responding, reference KB for support timelines, and apply model-specific reset procedures.
  #TE00121320  ·  #TE00134762  ·  #LTS00117782

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 unresolved issues and reduces callbacks caused by unverified fixes.
• Step 2
  Verify router model and collect serial number before providing any troubleshooting steps.
  Why: Avoids incorrect guidance and ensures appropriate model-specific procedures are followed.
  This week: #TE00121320
• Step 3
  Reference KB articles for reset procedures and clearly state model compatibility before instructing customers.
  Why: Ensures technical accuracy and prevents misapplication of procedures like 5-press pairing.
  This week: #LTS00117782

Escalation Lessons

Evidence Calls