Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Technical Guidance

V2 Rubric (Shadow Grading)

V2 overall: 3.75% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Product Identification Accuracy1 of 2 callsCorrectly identified the product model (LN1600) from customer description across 1 of your 2 calls (ticket #LTS00075610).
  Why this matters: Ensures correct troubleshooting path and appropriate solutions are applied.
  #LTS00075610
• Language Handling1 of 2 callsAcknowledged language limitation and apologized politely in 1 of your 2 calls (ticket #LTS00135655).
  Why this matters: Maintains positive customer rapport and shows empathy.
  #LTS00135655

Growth Focus

• Incorrect Technical Guidance1 of 2 callsProvided incorrect troubleshooting steps for solid red LED and reset duration in 1 of your 2 calls, leading to unresolved issue (ticket #LTS00075610). Failed to check WAN cable or power status before reset.
  Why this matters: Results in unresolved issues, customer frustration, and potential repeat calls.
  Example: In ticket #LTS00075610, agent advised a 15-second factory reset for LN1600 with solid red LED without checking WAN or power, contradicting KB guidelines.
  What better looks like: Verify WAN connection, power status, and night mode before recommending resets; confirm reset duration matches KB (10-20 seconds for LN1600).
  #LTS00075610
• Inaccurate Information Provision1 of 2 callsProvided a non-functional support URL and failed to collect device information in 1 of your 2 calls, misdirecting the customer (ticket #LTS00135655).
  Why this matters: Leads to customer frustration, wasted time, and potential security risks from incorrect URLs.
  Example: In ticket #LTS00135655, agent gave 'support.link lawyers.com', a non-existent page, instead of the correct Linksys support URL.
  What better looks like: Verify all support URLs before providing them; collect model and serial number at the start of each call.
  #LTS00135655

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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 solutions are validated live.
  This week: #LTS00075610
• Step 2
  Verify WAN connection and power status before recommending a factory reset on mesh devices.
  Why: Avoids incorrect guidance and potential device misconfiguration that could worsen issues.
  This week: #LTS00075610
• Step 3
  Collect essential device information (model, serial number) at the start of every support call.
  Why: Ensures proper troubleshooting and avoids delays in escalation or parts ordering.
  This week: #LTS00135655

Escalation Lessons

No escalated case learning this week.

Evidence Calls