Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect device access guidance

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

Problem category breakdown not available.

What You Did Well

• Product identification accuracy1 of 1 callsAgent correctly identified the product model (WHW03V2) early in the call at [02:00], which is critical for targeted troubleshooting.
  Why this matters: Accurate product identification prevents misapplication of troubleshooting steps and ensures correct resolution paths.
  #GI00096147
• Initial power cycling guidance1 of 1 callsAgent attempted to guide customer through power cycling, which aligns with KB recommendations for initial connectivity issues.
  Why this matters: Power cycling is a validated first-step troubleshooting method that often resolves transient issues.
  #GI00096147

Growth Focus

• Incorrect device access guidance1 of 1 callsProvided invalid router IP address ([REDACTED_PHONE]) and access instructions for WHW03V2, contradicting KB velop_wifi_connectivity.md Step 4.
  Why this matters: Incorrect access details prevent customers from reaching router settings, leading to unresolved issues and repeat calls.
  Example: In call #GI00096147, agent directed customer to [REDACTED_PHONE] instead of the correct [REDACTED_PHONE] or myrouter.local.
  What better looks like: Verify device-specific access credentials before providing any URL or IP address, referencing official KB documentation.
  #GI00096147
• Improper reset procedure1 of 1 callsInstructed customer to 'press reset until light goes out' instead of holding for 10-20 seconds until solid blue per universal_factory_reset.md.
  Why this matters: Incorrect reset procedures can brick devices or fail to restore factory settings, requiring hardware replacement.
  Example: In call #GI00096147 at [24:00], agent contradicted KB reset instructions, potentially worsening the issue.
  What better looks like: Always follow exact KB reset durations and confirmation indicators for each device model.
  #GI00096147

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before providing any device access credentials, verify the exact supported addresses for the identified product model using official KB documentation.
  Why: Preventing access failures reduces unresolved issues and repeat calls by ensuring customers can actually reach device interfaces.
• Step 2
  When guiding reset procedures, always state the exact duration (10-20 seconds) and success indicator (solid blue light) specific to the device model.
  Why: Correct reset execution avoids bricking devices and ensures factory settings are properly restored.
• Step 3
  Complete full WAN connectivity verification (modem lights, cable connections) before proceeding with router-level troubleshooting.
  Why: Skipping WAN checks leads to misdiagnosis of router issues that are actually modem or ISP-related.

Escalation Lessons

No escalated case learning this week.

Evidence Calls