Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete model verification

V2 Rubric (Shadow Grading)

V2 overall: 48.43% across 31 v2-scored calls this week3 auto-zeros

• Unresolved: 13
• Successful Resolution: 8
• Partial Resolution: 6
• Appropriate Escalation: 3
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate warranty guidance8 of 24 callsAccurately identified out-of-warranty status and communicated paid-support eligibility across 8 calls, including #LTS00135131 and #LTS00135365.
  Why this matters: Ensures customers understand support options and avoids mis-selling free support for ineligible issues.
  #LTS00135131  ·  #LTS00135365
• Clear mesh troubleshooting4 of 8 mesh callsProvided correct 5-press pairing method and guided successful mesh reconfiguration in #LTS00135170 and #LTS00135387.
  Why this matters: Restores connectivity efficiently and reduces repeat calls for mesh issues.
  #LTS00135170  ·  #LTS00135387

Growth Focus

• Incomplete model verification7 of 24 callsFailed to confirm product model before troubleshooting in 7 calls (e.g., #LTS00135148, #LTS00135207), leading to mismatched guidance.
  Why this matters: Risk of providing incorrect instructions, causing customer frustration and repeat calls.
  Example: In #LTS00135148, the agent skipped model confirmation and provided generic reset steps that did not address the LN11011202's specific power-issue.
  What better looks like: Always verify product model and serial number before any troubleshooting, using KB-specific steps.
  #LTS00135148  ·  #LTS00135207
• Inconsistent reset procedures5 of 24 callsProvided conflicting reset instructions (30s vs 15s) and incorrect 5-press guidance on non-supported models in #LTS00135131 and #LTS00135305.
  Why this matters: Confuses customers, prolongs issue resolution, and may cause hardware damage if misapplied.
  Example: In #LTS00135131, the agent advised a 30-second reset then later a 15-second reset, contradicting KB guidelines for EA7450.
  What better looks like: Use KB-documented reset times (10-20s for most models) and confirm model support before suggesting 5-press methods.
  #LTS00135131  ·  #LTS00135305

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before guiding any reset procedure, confirm the exact product model and serial number, then reference KB-specific reset times and steps.
  Why: Prevents incorrect instructions that can confuse customers or damage devices.
• Step 2
  After any reset or configuration change, verify connectivity on all linked devices (e.g., TV, phones) before closing the call.
  Why: Ensures full resolution and reduces callbacks for partially fixed issues.
  This week: #LTS00135131
• Step 3
  When encountering a solid-red node, immediately check WAN/modem status and ISP connectivity before proceeding with node-level troubleshooting.
  Why: Avoids wasted time on node resets when the root cause is upstream.
  This week: #TE00135341

Escalation Lessons

Evidence Calls