Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Fundamental troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 67.36% across 1 v2-scored calls this week

• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear follow-up planning1 of 1 callsProvided a clear follow-up appointment with specific date and time (July 9 at 2:30 PM EST) across 1 of 1 calls.
  Why this matters: Ensures customers have concrete next steps, reducing callback risk and improving trust.
  #TE00135234
• Business impact awareness1 of 1 callsRecognized the need to avoid downtime for business operations and planned firmware load with observation period across 1 of 1 calls.
  Why this matters: Demonstrates understanding of customer priorities, fostering stronger partnerships.
  #TE00135234

Growth Focus

• Fundamental troubleshooting1 of 1 callsSkipped ISP and modem verification — fundamental troubleshooting step missing, appearing in 1 of 1 calls (#TE00135234).
  Why this matters: Skipping basic checks leads to misdiagnosis, wasted time, and potential misresolution, increasing callback risk.
  Example: In #TE00135234, the agent began discussing mesh node swaps without verifying modem connectivity, delaying proper diagnosis.
  What better looks like: Always complete ISP/modem verification (power cycle, signal strength, basic connectivity) before proceeding to advanced troubleshooting.
  #TE00135234
• Case documentation1 of 1 callsFailed to collect serial number and case number despite discussing replacement and warranty, occurring in 1 of 1 calls (#TE00135234).
  Why this matters: Missing critical data complicates escalations, delays warranty processing, and risks miscommunication with L2 teams.
  Example: During the #TE00135234 call, the agent discussed potential MBE7000 replacement but did not record the serial number or open a formal case.
  What better looks like: Capture serial numbers, case numbers, and warranty details at the outset of any replacement/warranty discussion.
  #TE00135234

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always verify ISP and modem connectivity before discussing mesh node configurations
  Why: Skipping basic checks leads to misdiagnosis and wasted time, increasing resolution time and callback risk
  This week: #TE00135234
• Step 2
  Collect and document serial numbers and case numbers during any warranty or replacement discussion
  Why: Missing critical data delays escalations and warranty processing, risking miscommunication with L2 teams
  This week: #TE00135234
• Step 3
  Refer to KB documentation before proposing firmware updates and clearly state support boundaries
  Why: Unofficial firmware recommendations violate policy and may cause instability, damaging customer trust
  This week: #TE00135234

Escalation Lessons

Evidence Calls