Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inconsistent Troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 35.26% across 27 v2-scored calls this week3 auto-zeros

• Unresolved: 18
• Partial Resolution: 4
• Successful Resolution: 4
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Device Identification12 of 25 callsCorrectly identified E7350 as end-of-life and out of warranty per KB guidance across multiple calls (e.g., #LTS00135135, #LTS00135139).
  Why this matters: Ensures customers receive appropriate support options and avoids misinformation about warranty coverage.
  #LTS00135135  ·  #LTS00135139  ·  #LTS00135165
• Clear Paid Support Communication8 of 25 callsClearly communicated paid Connect service options without coercion when devices were out of warranty (e.g., #LTS00135165, #LTS00135310).
  Why this matters: Maintains transparency and helps customers make informed decisions about support.
  #LTS00135165  ·  #LTS00135310  ·  #LTS00135522

Growth Focus

• Inconsistent Troubleshooting9 of 25 callsFailed to perform basic diagnostics (power cycle, LED check, modem test) before concluding issues were hardware-related, leading to unresolved cases (e.g., #LTS00135135, #LTS00135194).
  Why this matters: Increases risk of repeat calls and customer frustration due to unresolved issues.
  Example: In #LTS00135135, no troubleshooting was performed despite Wi-Fi outage; only a paid service email was offered.
  What better looks like: Always perform power cycle, check LED status, and test with Ethernet cable before concluding hardware failure.
  #LTS00135135  ·  #LTS00135194  ·  #LTS00135209
• Miscommunication of Policies5 of 25 callsIncorrectly stated that out-of-warranty devices receive no free support, contradicting KB which allows basic triage (e.g., #LTS00135139, #LTS00135194).
  Why this matters: Violates Linksys policy and risks customer trust and compliance issues.
  Example: In #LTS00135139, claimed 'no free support for out-of-warranty devices' despite KB requiring basic troubleshooting.
  What better looks like: Always offer basic triage and self-help resources for out-of-warranty devices per universal_escalation_guide.md.
  #LTS00135139  ·  #LTS00135194  ·  #LTS00135209

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 reduces repeat calls due to incomplete problem resolution.
• Step 2
  Always verify WAN connectivity and perform a power cycle before concluding a device is faulty.
  Why: Skips critical diagnostics and leads to incorrect hardware failure conclusions.
  This week: #LTS00135135
• Step 3
  Review and memorize KB policies for out-of-warranty device support to avoid miscommunication.
  Why: Ensures compliance with Linksys policy and maintains customer trust.
  This week: #LTS00135139

Escalation Lessons

Evidence Calls