Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete WAN isolation

V2 Rubric (Shadow Grading)

V2 overall: 46.11% across 27 v2-scored calls this week3 auto-zeros

• Unresolved: 12
• Successful Resolution: 11
• Ownership Gap: 2
• Partial Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Precise device identification18 of 22 callsAgent consistently collected model and serial numbers early in calls across 18 of 22 calls, enabling targeted troubleshooting. Examples include #LTS00135124 (MX2000) and #LTS00135128 (WHW0301GC).
  Why this matters: Accurate device data prevents misdiagnosis and speeds resolution, reducing repeat calls.
  #LTS00135124  ·  #LTS00135128  ·  #LTS00135134
• Effective password recovery3 of 5 access calls resolvedAgent correctly guided customers through router admin password recovery using label-based recovery keys on MX6200 and E5400 devices, resolving access issues in 3 calls including #LTS00135134.
  Why this matters: Proper password recovery avoids unnecessary escalations and maintains customer trust.
  #LTS00135134

Growth Focus

• Incomplete WAN isolation9 of 22 callsAgent skipped critical WAN/modem speed tests and direct modem-to-computer diagnostics in 9 calls, leading to misdiagnosis of router issues. Affected families include WHW03 (4 calls) and MX mesh (3 calls) where upstream issues were not ruled out.
  Why this matters: Skipping WAN isolation risks misdiagnosing ISP-related problems as router faults, causing repeat calls and customer frustration.
  Example: On #LTS00135180, agent advised factory reset without testing modem speed or wired connection, leaving actual ISP bottleneck unaddressed.
  What better looks like: Always verify upstream speed at modem WAN port and test direct modem-to-computer connection before blaming router hardware.
  #LTS00135180  ·  #LTS00135124  ·  #LTS00135357
• LED status misinterpretation4 of 7 mesh callsAgent incorrectly described WHW03 node LEDs (claiming solid green indicates online) and provided invalid local access URLs (e.g., myrouter.ph) in 4 calls, causing customer confusion and failed self-help attempts.
  Why this matters: Incorrect LED guidance and URLs prevent customers from validating status independently, increasing support burden.
  Example: On #LTS00135338, agent stated WHW03 nodes with solid green were online (KB states solid blue), leading to failed troubleshooting.
  What better looks like: Use KB-defined LED states (solid blue = online for WHW03) and correct URLs (myrouter.local or [REDACTED_PHONE]).
  #LTS00135338  ·  #LTS00135355

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call where internet connectivity is unverified, test wired speed directly from modem to computer to isolate upstream issues.
  Why: Skipping WAN isolation leads to misdiagnosis of ISP problems as router faults, causing repeat calls.
• Step 2
  Confirm LED status and local access URL accuracy for WHW03 nodes using KB-defined states (solid blue = online) and URLs (myrouter.local).
  Why: Incorrect LED guidance prevents customers from validating node status independently.
  This week: #LTS00135338
• Step 3
  When advising resets on EA/MX series routers, always verify firmware version first and offer update guidance before suggesting factory reset.
  Why: EA series routers receive firmware updates; skipping this step risks unnecessary resets.
  This week: #LTS00135136

Escalation Lessons

No escalated case learning this week.

Evidence Calls