Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Device Information Collection

V2 Rubric (Shadow Grading)

V2 overall: 69.78% across 3 v2-scored calls this week

• Ownership Gap: 2
• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technically Accurate Troubleshooting2 of 3 callsAcross 2 of your 3 calls, provided precise technical guidance: correct router access URL (myrouter.local) and admin password reset procedure for LN1100 (call #LTS00135369), and accurate continuous ping syntax with clarification of diagnostic tools for MX5500 (call #LTS00135424).
  Why this matters: Accurate instructions reduce customer confusion and enable successful self-resolution, improving first-call resolution.
  #LTS00135369  ·  #LTS00135424
• Professionalism and Empathy2 of 3 callsMaintained calm, empathetic tone despite customer frustration in 2 calls, acknowledging issues and promising follow-up (call #GI00135050) and repeatedly addressing concerns (call #LTS00135424).
  Why this matters: Preserves customer trust and reduces escalation risk even when issues cannot be fully resolved on the call.
  #GI00135050  ·  #LTS00135424

Growth Focus

• Device Information CollectionOccurred in all 3 callsAcross all 3 calls this week, failed to collect product model, serial number, and warranty status — critical for troubleshooting device failures, assessing repair/replacement options, and compliance. This led to incomplete cases and protocol violations.
  Why this matters: Missing device information delays accurate diagnosis, prevents escalation with necessary data, and risks non-compliance with support protocols.
  Example: In call #GI00135050, despite the customer referencing a specific AI-chat incident, no product model or serial number was recorded, leaving the compensation request undocumented.
  What better looks like: On every call involving device issues, ask for and document product model, serial number, and warranty status before proceeding with troubleshooting.
  #GI00135050  ·  #LTS00135369  ·  #LTS00135424
• Structured TroubleshootingAppeared in 2 of 3 callsTroubleshooting was incomplete in 2 calls: missed key steps (band steering verification, modem connection check) and provided vague or incorrect guidance (conflicting password hints, mis-stated security monitor comment). Follow-up plans were undefined, leaving issues unresolved.
  Why this matters: Incomplete troubleshooting increases repeat calls and customer frustration; unclear follow-up risks unresolved issues escalating.
  Example: In call #LTS00135424, after identifying intermittent disconnections, the agent suggested a ping test but did not guide through parent node reboot or modem diagnostics, and set no concrete callback timeline.
  What better looks like: Follow a structured troubleshooting flow: verify modem connection, check band steering/SSID separation for Wi-Fi issues, guide through node reboot if applicable, and set a clear follow-up timeframe or escalation path.
  #LTS00135369  ·  #LTS00135424

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before proceeding with any troubleshooting steps, collect and document the product model, serial number, and warranty status for every device support call.
  Why: Missing this information delays accurate diagnosis, prevents escalation with necessary data, and risks non-compliance with support protocols.
  This week: #GI00135050
• Step 2
  When troubleshooting Wi-Fi connectivity for mesh systems, verify modem connection, check band steering/SSID separation, and guide through parent node reboot before suggesting ping tests.
  Why: Skipping these steps leads to unresolved issues and repeat calls.
  This week: #LTS00135424
• Step 3
  Provide consistent and clear instructions regarding password hints—either standard practice to include or exclude, but not both in the same call.
  Why: Conflicting guidance confuses customers and may cause failed connections.
  This week: #LTS00135369
• Step 4
  When setting a follow-up plan, schedule a definite callback time or provide a case number, and confirm the customer understands the next steps.
  Why: Vague commitments cause customers to call back prematurely.
  This week: #GI00135050

Escalation Lessons

No escalated case learning this week.

Evidence Calls