Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 30.12% across 39 v2-scored calls this week15 auto-zeros

• Unresolved: 28
• Successful Resolution: 5
• Partial Resolution: 4
• Appropriate Escalation: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear Communication12 of 35 callsMaintained courteous tone and acknowledged customer frustration across multiple calls, such as in #LTS00134223 where the agent apologized for audio issues and expressed willingness to callback.
  Why this matters: Builds trust and reduces customer frustration, increasing likelihood of successful resolution.

  Agent apologized for the audio issue and expressed willingness to call back.

  #LTS00134223  ·  #LTS00086292

Growth Focus

• Technical Accuracy8 of 35 callsProvided incorrect product/process guidance in 8 calls, such as advising default 'admin' password for SPNM6x/LN1600 series contrary to KB guidance, and misidentifying LED behavior for SPNMX56 series.
  Why this matters: Leads to unresolved issues, customer confusion, and potential security risks.
  Example: In #LTS00134235, agent claimed router LED would turn 'solid purple' during reset, which is invalid for SPNM series.
  What better looks like: Follow KB guidance precisely, verify product model before providing instructions, and confirm LED states against documentation.
  #LTS00134235  ·  #LTS00134262
• Protocol Adherence9 of 35 callsFailed to collect essential information (serial number, warranty status) in 9 calls, and omitted standard troubleshooting steps like modem direct tests in ISP-related issues.
  Why this matters: Increases resolution time and risks misdiagnosis, leading to repeat calls.
  Example: In #LTS00134262, agent characterized SE3008 V2 as an 'unmanaged switch' and skipped basic troubleshooting despite intermittent speeds.
  What better looks like: Follow protocol: collect serial number, verify warranty, perform modem direct test for connectivity issues, and document steps taken.
  #LTS00134262  ·  #LTS00134422

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 due to incomplete troubleshooting.
• Step 2
  Always collect and verify the product model and serial number at the start of every call.
  Why: Ensures accurate, model-specific guidance and proper warranty validation.
  This week: #LTS00134262 (SE3008 V2 misidentification)
• Step 3
  Follow KB-guided LED and troubleshooting flows precisely, especially for ISP-managed devices like SPNM series.
  Why: Avoids incorrect instructions and ensures efficient resolution.
  This week: #LTS00134235 (SPNMX56 series LED misstatement)

Escalation Lessons

Evidence Calls