Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy gaps

V2 Rubric (Shadow Grading)

V2 overall: 32.41% across 2 v2-scored calls this week

• Partial Resolution: 1
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Escalation recognition1 of 2 callsAgent recognized the need for escalation after multiple unsuccessful attempts, ensuring the customer was not left unresolved.
  Why this matters: Prevents customer frustration and ensures appropriate resolution path.
  #LTS00012131
• Valid first-step guidance1 of 2 callsProvided a basic power-cycle instruction, which is a valid first step when properly contextualized for connectivity issues.
  Why this matters: Offers immediate actionable advice while gathering further information.
  #LTS00059619

Growth Focus

• Technical accuracy gaps2 of 2 callsProvided materially incorrect procedures including invalid 5-press reset instructions and arbitrary MAC address cloning, leading to potential customer confusion and further issues.
  Why this matters: Incorrect guidance can cause additional technical problems and erode customer trust.
  Example: In #LTS00012131, agent instructed 'hold for 5 seconds' instead of 5 quick presses and provided fabricated MAC address values (00:E4:E8:70:00:31).
  What better looks like: Verify device model and mesh type before applying resets; use only KB-approved procedures and avoid arbitrary values.
  #LTS00012131  ·  #LTS00059619
• Missing device validation2 of 2 callsFailed to collect model numbers and verify WAN/modem status before proceeding with troubleshooting, leading to incomplete diagnostics.
  Why this matters: Without proper device identification and connectivity checks, resolutions are guesswork and often fail.
  Example: In #LTS00059619, agent assumed out-of-warranty status without verification and never checked WAN connectivity.
  What better looks like: Always collect model/serial numbers upfront and verify WAN/modem status before router-level steps.
  #LTS00059619  ·  #LTS00012131

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before instructing any reset procedure, confirm the exact model and its supported mesh type, and describe the exact sequence (e.g., 5 quick presses) per KB.
  Why: Incorrect reset instructions can render devices unusable and create additional support cases.
  This week: #LTS00012131
• Step 2
  Always verify WAN connectivity and modem status using LED checks or direct customer confirmation before proceeding with router-level troubleshooting.
  Why: Skipping WAN verification leads to wasted time and unresolved calls.
  This week: #LTS00059619
• Step 3
  Never provide arbitrary values (e.g., MAC addresses) without diagnostic justification; refer to KB-approved cloning procedures when applicable.
  Why: Incorrect values can disrupt network functionality and damage customer trust.
  This week: #LTS00012131
• Step 4
  Collect model/serial numbers during opening greetings and verify warranty status before offering solutions.
  Why: Missing device information leads to assumptions and incomplete troubleshooting.
  This week: #LTS00059619

Escalation Lessons

Evidence Calls