Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 40.73% across 41 v2-scored calls this week5 auto-zeros

• Unresolved: 23
• Successful Resolution: 9
• Partial Resolution: 8
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear Mesh Explanation8 of 30 callsProvided clear differentiation between intelligent and cognitive mesh nodes across 8 calls, notably in #GI00135122, #LTS00135216, and #LTS00135351.
  Why this matters: Ensures customers understand compatibility and can make informed hardware decisions, reducing mis-purchases.

  Mesh type or... intelligent or cognitive one, because if you bought an MX series, which is a cognitive nodes, you will have to set that as the parent node

  #GI00135122  ·  #LTS00135216  ·  #LTS00135351
• Efficient Call Flow5 of 30 callsMaintained focused, loop-free interactions in 5 calls including #GI00135122 and #LTS00135179, avoiding unnecessary repetition.
  Why this matters: Reduces customer wait time and improves overall experience.
  #GI00135122  ·  #LTS00135179

Growth Focus

• Technical Accuracy3 of 30 callsReferenced incorrect models (MX6300) and compatibility claims in 3 calls (#GI00135122, #LTS00135137, #LTS00135216), risking customer confusion and mis-purchases.
  Why this matters: Technical inaccuracies can lead to failed setups, repeat calls, and eroded trust in support guidance.
  Example: In #GI00135122, stated 'MX6300' (non-existent) and incorrectly claimed MX5300 nodes could be added to cognitive meshes.
  What better looks like: Verify model existence against KB before mentioning; confirm parent-child node rules per mesh compatibility matrix.
  #GI00135122  ·  #LTS00135137  ·  #LTS00135216
• WAN Troubleshooting4 of 30 callsSkipped modem status verification and physical connection checks in 4 calls (#LTS00135129, #LTS00135137, #LTS00135146, #LTS00135351), leading to unresolved issues.
  Why this matters: Skipping WAN checks causes misdiagnosis, prolonged outages, and unnecessary escalations.
  Example: In #LTS00135129, failed to confirm internet availability at the modem before troubleshooting the router, resulting in unresolved outage.
  What better looks like: Always verify modem internet LED and physical Ethernet connection before proceeding with router diagnostics.
  #LTS00135129  ·  #LTS00135137  ·  #LTS00135146

Callback Flags

No callback chains detected.

Documentation Accuracy

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 callbacks by ensuring the customer validates the solution live.
• Step 2
  Always verify modem internet connectivity (solid blue/green LED) and physical Ethernet link before troubleshooting router configuration.
  Why: Skipping WAN checks leads to misdiagnosis and prolonged outages.
  This week: #LTS00135129
• Step 3
  Cross-reference all mentioned models against the Linksys product matrix before discussing compatibility or upgrades.
  Why: Technical inaccuracies cause customer confusion, mis-purchases, and repeat calls.
  This week: #GI00135122

Escalation Lessons

Evidence Calls