Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Troubleshooting protocol

V2 Rubric (Shadow Grading)

V2 overall: 31.8% across 7 v2-scored calls this week1 auto-zero

• Unresolved: 4
• Partial Resolution: 2
• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device info collection7 of 7 callsCorrectly captured product model and serial number across multiple calls, enabling accurate troubleshooting and support decisions.
  Why this matters: Ensures proper identification for warranty checks, compatible solutions, and efficient escalation.
  #LTS00135235  ·  #LTS00135243  ·  #LTS00135246
• Technical accuracy5 of 7 callsProvided correct technical guidance per KB, including factory resets, modem activation requirements, and self-help paths for out-of-warranty devices.
  Why this matters: Reduces customer confusion and repeat contacts by delivering reliable solutions.
  #LTS00135235  ·  #LTS00135567

Growth Focus

• Troubleshooting protocol4 of 7 callsSkipped essential diagnostic steps (reboot, power-cycle, LED verification) before offering paid support or self-help, contrary to KB guidance.
  Why this matters: Increases risk of unresolved issues, repeat calls, and customer frustration due to incomplete problem diagnosis.
  Example: In #LTS00135235, agent offered paid support without checking WAN LED status or performing a basic reboot.
  What better looks like: Follow KB troubleshooting sequence: verify power/LEDs, check WAN connectivity, test with wired device before escalating.
  #LTS00135235  ·  #LTS00135566
• Warranty verification3 of 7 callsStated devices were out of warranty without system lookup or customer confirmation, leading to premature paid-support offers.
  Why this matters: Violates policy, risks revenue loss, and damages trust by assuming OOW status without verification.
  Example: In #LTS00135235, agent declared MX5500 OOW without checking serial number or purchase date.
  What better looks like: Use system tools to verify warranty status before discussing paid support options.
  #LTS00135235  ·  #LTS00135248

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before offering paid support, verify warranty status using system tools and perform at least three basic troubleshooting steps (power cycle, WAN LED check, wired test).
  Why: Skipping verification leads to premature paid-support offers, policy violations, and unresolved issues.
  This week: #LTS00135235
• Step 2
  When guiding customers through factory resets, explicitly confirm the procedure was completed and re-test connectivity before closing the call.
  Why: Assuming success without verification increases callback risk and reduces first-call resolution.
  This week: #LTS00135567
• Step 3
  Reference KB articles for LED interpretations and pairing procedures; avoid generic statements about device obsolescence without evidence.
  Why: Incorrect technical guidance erodes trust and can lead to hardware misuse or safety concerns.
  This week: #LTS00135243

Escalation Lessons

No escalated case learning this week.

Evidence Calls