Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol Compliance

V2 Rubric (Shadow Grading)

V2 overall: 49.88% across 9 v2-scored calls this week

• Unresolved: 4
• Successful Resolution: 3
• Partial Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct Mesh Procedures3 of 7 MX6200 callsApplied proper 5-press pairing for MX6200 nodes across multiple calls (e.g., #TE00135294, #TE00135633), ensuring node connectivity and configuration integrity per KB guidelines.
  Why this matters: Ensures reliable mesh network operations and prevents recurring connectivity issues for customers.
  #TE00135294  ·  #TE00135633

Growth Focus

• Protocol Compliance9 of 14 callsFailed to collect model/serial numbers and verify warranty status in 9 of 14 calls, violating standard operating procedures and impacting support eligibility determination.
  Why this matters: Prevents accurate support classification and may lead to unauthorized paid support requests.
  Example: Call #LTS00135708: Agent discussed warranty expiration without verifying serial number or model, leading to unclear support path.
  What better looks like: Always collect model, serial number, and verify warranty status before proceeding with troubleshooting.
  #LTS00135708  ·  #TE00109828

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect and verify product model, serial number, and warranty status on every call before proceeding with troubleshooting.
  Why: Ensures proper support classification and avoids unauthorized paid support requests.
• Step 2
  Use correct local router access URLs based on device family (e.g., http://[REDACTED_PHONE] for MX6200, http://myrouter.local for WHW03).
  Why: Prevents customer confusion and failed access attempts.
  This week: #TE00109828

Escalation Lessons

Evidence Calls