Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Diagnostic Depth

V2 Rubric (Shadow Grading)

V2 overall: 38.72% across 50 v2-scored calls this week5 auto-zeros

• Unresolved: 29
• Successful Resolution: 11
• Partial Resolution: 5
• Appropriate Escalation: 3
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Accuracy12 of 42 callsConsistently provided correct default passwords, router access URLs, and warranty information across multiple product families (e.g., #LTS00135225, #LTS00135233).
  Why this matters: Reduces customer effort and repeat contacts by ensuring first-call resolution.
  #LTS00135225  ·  #LTS00135233  ·  #LTS00135409
• Customer Empathy9 of 42 callsDemonstrated patience and acknowledgment of customer frustration, especially with complex issues like mesh reconfiguration (e.g., #LTS00135233).
  Why this matters: Improves customer satisfaction and reduces escalation likelihood.
  #LTS00135233  ·  #LTS00135355  ·  #LTS00135850

Growth Focus

• Diagnostic Depth18 of 42 callsFrequently skipped basic troubleshooting (power cycle, LED checks, wired tests) before escalating or offering self-help, leading to unresolved issues (e.g., #LTS00135230, #LTS00135245).
  Why this matters: Increases callback risk and customer frustration due to incomplete first-call resolution.
  Example: In #LTS00135230, no diagnostic steps were performed for a mesh outage despite clear KB procedures.
  What better looks like: Always perform power cycle, check LED status, and verify wired connectivity before escalating or offering paid support.
  #LTS00135230  ·  #LTS00135245  ·  #LTS00135259
• Accuracy in Guidance7 of 42 callsProvided incorrect URLs (support.links.com, support.lincom.com), misstated product capabilities (e.g., WHW01/WHW03 compatibility), and gave invalid IP formats (#LTS00135850, #LTS00135877).
  Why this matters: Leads to customer confusion, failed self-help attempts, and potential security risks.
  Example: In #LTS00135850, instructed customer to use 'http://myrouteres.local', a non-existent URL.
  What better looks like: Always verify URLs against KB and use correct formats (e.g., myrouter.local, [REDACTED_PHONE]).
  #LTS00135850  ·  #LTS00135877  ·  #LTS00135869

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 callbacks due to unresolved issues and ensures first-call resolution.
• Step 2
  Always verify the correct product model and serial number before providing technical guidance or warranty information.
  Why: Avoids misdirected advice and incorrect warranty eligibility claims.
  This week: #LTS00135230
• Step 3
  Complete basic troubleshooting (power cycle, LED check, wired test) for connectivity issues before escalating or offering paid support.
  Why: Reduces escalation volume and improves first-call resolution rates.
  This week: #LTS00135245

Escalation Lessons

Evidence Calls