Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Product identification accuracy

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite customer engagement1 of 1 callsAgent maintained a polite tone throughout the call, contributing to a positive customer experience despite unresolved technical issues.
  Why this matters: Polite communication preserves customer trust and reduces escalation risk even when technical resolution is delayed.
  #LTS00112615

Growth Focus

• Product identification accuracy1 of 1 callsAgent referred to non-existent 'Nexus 5115' and 'Nexx5200' models and misrepresented MX5500/MBE7000 compatibility, leading to customer confusion and unresolved technical inquiry.
  Why this matters: Incorrect product information erodes trust, prevents effective troubleshooting, and may lead to repeat calls or incorrect purchases.
  Example: In ticket #LTS00112615, agent claimed MX5500 and MBE7000 are incompatible 'different systems' despite both being Cognitive Mesh.
  What better looks like: Verify product model names against official Linksys product list before discussing features; consult velop_mesh_compatibility KB article for mesh compatibility.
  #LTS00112615
• Technical validation protocol1 of 1 callsAgent failed to confirm wired backhaul support or provide any model-specific technical information, leaving customer without actionable guidance.
  Why this matters: Skipping validation steps risks unresolved issues and forces customers to seek support again after attempting untested configurations.
  Example: In ticket #LTS00112615, agent did not verify Ethernet backhaul support despite both MX5500 and MBE7000 supporting it per KB.
  What better looks like: For mesh compatibility queries, confirm backhaul method (Ethernet vs. wireless), reference adjacent_device_setup_scenarios.md, and provide tested configuration steps.
  #LTS00112615

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before discussing product compatibility, verify model names against the official Linksys product list and confirm existence in the KB.
  Why: Preventing reference to non-existent models avoids customer confusion and builds credibility.
  This week: #LTS00112615
• Step 2
  When advising on mesh compatibility, open and reference the velop_mesh_compatibility KB article to confirm supported combinations before making claims.
  Why: Ensures accurate technical guidance and reduces incorrect configuration attempts by customers.
  This week: #LTS00112615
• Step 3
  Systematically confirm wired backhaul support using adjacent_device_setup_scenarios.md before discussing mesh performance or range.
  Why: Verifying connectivity prerequisites prevents unresolved setup issues and reduces callback risk.
  This week: #LTS00112615

Escalation Lessons

No escalated case learning this week.

Evidence Calls