Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy

V2 Rubric (Shadow Grading)

V2 overall: 34.91% across 11 v2-scored calls this week3 auto-zeros

• Unresolved: 8
• Partial Resolution: 2
• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate device identification5 of 10 callsCorrectly identified the need to collect model number and serial number for documentation purposes across multiple calls (e.g., #LTS00134187, #LTS00134392).
  Why this matters: Ensures proper case documentation and warranty verification, reducing misrouting and improving resolution accuracy.
  #LTS00134187  ·  #LTS00134392
• Clear next-step guidance1 of 10 callsProvided a clear next-step recommendation to upgrade to a supported Linksys device for end-of-support models (e.g., #LTS00134392).
  Why this matters: Sets realistic expectations and directs customers to viable solutions, reducing repeat contacts.
  #LTS00134392

Growth Focus

• Technical accuracy1 of 10 callsProvided materially incorrect technical advice — suggested separating 2.4/5 GHz bands to enable WPS printer connection, which is not supported by KB and does not address the issue (transcript [02:00]–[09:00]) on #LTS00134187.
  Why this matters: Incorrect guidance can cause customer frustration, additional troubleshooting, and potential network disruption.
  Example: On #LTS00134187, the agent advised separating Wi-Fi bands to enable WPS, which is unsupported and irrelevant to the LN1400's WPS capabilities.
  What better looks like: Verify WPS capability via web interface (http://myrouter.info) and offer the WPS PIN method as an alternative when no physical button is present.
  #LTS00134187
• Resolution verification1 of 10 callsFailed to verify resolution: did not confirm if channel change improved throughput or stabilized backhaul on #LTS00084631.
  Why this matters: Without verification, unresolved issues lead to repeat calls and customer dissatisfaction.
  Example: On #LTS00084631, the agent guided the customer to change the 2.4 GHz channel but did not confirm if the change resolved the intermittent backhaul disconnections.
  What better looks like: After guiding a configuration change, ask the customer to test the fix (e.g., run a speed test, monitor stability for 5 minutes) and confirm success before closing.
  #LTS00084631

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: Ensures issues are truly resolved, reducing repeat calls and customer frustration.
  This week: #LTS00084631
• Step 2
  Always verify the correct model number and serial number before providing technical guidance or warranty information.
  Why: Prevents misapplication of solutions and ensures accurate support eligibility.
  This week: #LTS00134891
• Step 3
  Create a HappyFox case for every call where customer and device details are collected, unless explicitly declined by the customer.
  Why: Ensures proper documentation and continuity of support for complex issues.
  This week: #LTS00134706

Escalation Lessons

No escalated case learning this week.

Evidence Calls