Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy & KB Adherence

V2 Rubric (Shadow Grading)

V2 overall: 46.12% across 30 v2-scored calls this week6 auto-zeros

• Unresolved: 13
• Successful Resolution: 9
• Partial Resolution: 7
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite Professional TonePresent in 12 of 20 callsMaintained a polite and professional tone throughout the call across multiple interactions, contributing to positive customer experience.
  Why this matters: Enhances customer satisfaction and reduces escalation risk by building trust.
  #LTS00134358  ·  #LTS00134361  ·  #LTS00134371
• Accurate Device IdentificationUsed in 9 of 12 connectivity callsCorrectly identified device models and collected serial numbers, enabling appropriate troubleshooting steps.
  Why this matters: Ensures correct resolution paths and reduces repeat calls.
  #LTS00134358  ·  #LTS00134367  ·  #LTS00134371

Growth Focus

• Technical Accuracy & KB AdherenceAppeared in 7 of 12 connectivity callsProvided incorrect product support status, LED interpretations, and reset procedures, contradicting KB documentation and leading to unresolved issues.
  Why this matters: Customer receives unreliable guidance, increasing frustration and repeat calls.
  Example: In call #LTS00134358 (cf84af6a-6e85-11f1-9dad-42010a62006f), agent falsely claimed VLP01 reached end-of-support on August 9, 2025, contradicting KB.
  What better looks like: Verify product support status via system lookup before stating end-of-life; reference KB for LED states and reset procedures.
  #LTS00134358  ·  #LTS00134361  ·  #LTS00134550
• Diagnostic CompletenessObserved in 5 of 7 unresolved callsSkipped critical diagnostics (modem test, LED checks, firmware verification) before escalation or paid support offers.
  Why this matters: Reduces first-call resolution and increases customer effort.
  Example: In call #LTS00134387 (49fd7d9a-6e9e-11f1-9cb7-42010a62006f), agent offered paid support without testing modem connectivity or performing a power cycle.
  What better looks like: Follow KB flow: power cycle, LED check, modem test before escalation or paid support.
  #LTS00134387  ·  #LTS00134550  ·  #LTS00134702

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 first-call resolution.
• Step 2
  Always verify product support status via system lookup before stating end-of-life or support eligibility.
  Why: Avoids providing false information that damages trust and compliance.
  This week: #LTS00134358
• Step 3
  Complete full diagnostic flow (power cycle, LED check, modem test) before offering paid support or escalation.
  Why: Reduces customer effort and increases first-call resolution rate.
  This week: #LTS00134387
• Step 4
  Use model-specific reset procedures (e.g., 5-press only for mesh nodes) and reference KB for LED states.
  Why: Ensures technical accuracy and prevents misapplication of procedures.
  This week: #LTS00134371
• Step 5
  Provide concise post-call summaries and next steps to ensure customer clarity and reduce follow-up questions.
  Why: Improves customer experience and reduces repeat contacts.

Escalation Lessons

No escalated case learning this week.

Evidence Calls