Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol violation - missing device info

V2 Rubric (Shadow Grading)

V2 overall: 64.67% across 2 v2-scored calls this week

• Successful Resolution: 1
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Factory reset state diagnosis1 of 2 callsCorrectly identified factory reset state via pink LED and initiated full reconfiguration (transcript [02:57]-[03:16]).
  Why this matters: Enables efficient recovery from reset state, preventing prolonged downtime.
  #LTS00119791
• PPPoE configuration correction1 of 2 callsAccurately diagnosed blank PPPoE fields and correctly switched to DHCP (transcript [18:32]-[26:33]).
  Why this matters: Resolves connectivity issues caused by misconfigured WAN settings.
  #LTS00119791

Growth Focus

• Protocol violation - missing device info1 of 2 callsFailed to collect product model number, serial number, and warranty status — a severe protocol violation. Occurred in call #LTS00050544 where agent never obtained these critical details before troubleshooting.
  Why this matters: Without device-specific information, agents cannot provide accurate guidance, increasing risk of incorrect advice and repeat calls.
  Example: In call #LTS00050544, agent instructed 5-press pairing on an XG model without verifying compatibility, leading to invalid troubleshooting steps.
  What better looks like: Always collect model, serial number, and warranty status at the start of every call per standard protocol.
  #LTS00050544
• Incorrect technical guidance1 of 2 callsProvided materially incorrect technical advice by instructing 5-press pairing on a non-applicable model (Linksys XG) at [33:00], contradicting KB guidance. Occurred in call #LTS00050544 during IP conflict resolution.
  Why this matters: Invalid procedures waste customer time and may worsen issues, damaging trust and satisfaction.
  Example: In call #LTS00050544, agent suggested 5-press pairing on XG router for IP conflict, a step unsupported by KB and irrelevant to the issue.
  What better looks like: Verify model compatibility before suggesting procedural steps like 5-press pairing; consult KB for valid troubleshooting paths for IP conflicts.
  #LTS00050544

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always collect product model, serial number, and warranty status at the beginning of every call before proceeding with troubleshooting.
  Why: Missing device information leads to generic, potentially incorrect guidance and increases repeat call risk.
  This week: #LTS00050544
• Step 2
  Verify model compatibility before suggesting procedural steps like 5-press pairing; consult KB documentation first.
  Why: Incompatible instructions can misguide customers and cause further issues, damaging trust.
  This week: #LTS00050544
• Step 3
  Confirm resolution by testing fix with customer before closing calls, especially for connectivity issues.
  Why: Early closure without verification risks unresolved issues and callbacks.

Escalation Lessons

No escalated case learning this week.

Evidence Calls