Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete mesh troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 33.2% across 2 v2-scored calls this week

• Unresolved: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Complete customer data collection2 of 2 callsCollected full customer information including name, phone, email, and serial number across both calls, enabling accurate diagnostics and follow-up. Implemented in #LTS00135238 and #LTS00135789.
  Why this matters: Ensures all necessary details are available for technical resolution and reduces repeat contact for missing information.
  #LTS00135238  ·  #LTS00135789
• Proactive self-help resource offering2 of 2 callsConsistently offered to send detailed instructions or KB articles to guide customers through next steps, providing concrete paths for self-resolution. Executed in both #LTS00135238 and #LTS00135789.
  Why this matters: Empowers customers to resolve issues independently when appropriate, reducing callback volume and improving customer satisfaction.
  #LTS00135238  ·  #LTS00135789

Growth Focus

• Incomplete mesh troubleshooting2 of 2 WHW01 callsFailed to execute full mesh troubleshooting procedures and confirm product details before closure. Omitted LED verification, firmware checks, and structured pairing steps across both WHW01 calls (#LTS00135238, #LTS00135789).
  Why this matters: Leads to unresolved issues, repeat calls, and customer frustration due to incomplete diagnostics and guidance.
  Example: In #LTS00135238, agent advised a reset without verifying parent node status or running full pairing procedure, resulting in unresolved blinking red nodes.
  What better looks like: Systematically verify product model, check LED states, confirm firmware versions, and execute full pairing procedures (e.g., 5-press or Pair button method) before closing.
  #LTS00135238  ·  #LTS00135789
• Vague guidance without verification2 of 2 callsProvided high-level suggestions without step-by-step instructions or on-call verification of success. Seen in bridge-mode advice (#LTS00135789) and reset guidance (#LTS00135238).
  Why this matters: Increases callback risk as customers may implement steps incorrectly or fail to achieve stated outcomes without confirmation.
  Example: In #LTS00135789, agent suggested bridge mode configuration but did not verify internet access or provide detailed steps, leading to follow-up needed.
  What better looks like: Deliver clear, sequential steps and confirm each stage with the customer before proceeding to next actions.
  #LTS00135238  ·  #LTS00135789

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any mesh-related call, explicitly confirm the product model and complete the full pairing procedure as documented in velop_child_node_setup.md.
  Why: Skipping model confirmation or pairing steps leads to unresolved issues and repeat contacts.
  This week: #LTS00135238
• Step 2
  Provide step-by-step instructions for every suggested action and confirm completion with the customer before proceeding.
  Why: Vague guidance causes implementation errors and unnecessary callbacks.
  This week: #LTS00135789
• Step 3
  Verify basic connectivity (LED status, WAN link, router UI access) before recommending advanced configurations like bridge mode.
  Why: Advanced settings may mask underlying issues and create new problems if applied prematurely.
  This week: #LTS00135789
• Step 4
  When advising resets or reconfiguration, confirm the outcome (e.g., solid blue parent node, successful re-addition) before ending the call.
  Why: Closing without verification risks unresolved issues and customer frustration.
  This week: #LTS00135238

Escalation Lessons

No escalated case learning this week.

Evidence Calls