Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Live Agent Engagement

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• IVR Protocol Adherence1 of 2 callsIVR prompts were technically accurate and aligned with Linksys KB guidance on warranty and support paths across 1 of your 2 calls (#LTS00090465).
  Why this matters: Ensures customers receive correct warranty information and support options, reducing misdirected calls.
  #LTS00090465
• Polite Customer Engagement1 of 2 callsMaintained a polite tone while attempting to collect customer information across 1 of your 2 calls (#LTS00080392).
  Why this matters: Builds trust and encourages customers to provide necessary details for resolution.
  #LTS00080392

Growth Focus

• Live Agent Engagement1 of 2 callsNo live agent engagement — customer was left in IVR loop without path to human support, appearing in 1 of 2 calls (#LTS00090465).
  Why this matters: Customers unable to reach a live agent may abandon support or submit repeat calls, increasing operational cost.
  Example: In #LTS00090465, the call ended without agent interaction after IVR prompts, leaving the customer unsupported.
  What better looks like: Immediately offer live agent transfer when IVR detects unsupported scenarios or unresolved issues.
  #LTS00090465
• Issue Identification1 of 2 callsFailed to identify or confirm the customer's problem in 1 of 2 calls (#LTS00080392), leading to no troubleshooting or resolution path.
  Why this matters: Unclear issues prevent effective troubleshooting, increasing callback risk and customer frustration.
  Example: In #LTS00080392, the agent did not confirm the child's node disconnection issue before ending the call.
  What better looks like: Always verify the exact customer-reported issue using open-ended questions before proceeding.
  #LTS00080392

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before ending any call, confirm with the customer that their issue is resolved or document a clear next step.
  Why: Prevents unresolved issues from escalating into callbacks or repeat contacts.
• Step 2
  Use structured troubleshooting scripts to identify and validate customer issues before offering solutions.
  Why: Ensures accurate diagnosis and reduces incorrect guidance.
  This week: #LTS00080392
• Step 3
  Escalate calls immediately when standard troubleshooting reaches L1 limits, using the escalation template.
  Why: Avoids customer frustration from prolonged unsupported troubleshooting.
• Step 4
  Practice live transfer from IVR on the first customer interaction when no resolution path exists.
  Why: Reduces abandonment by connecting customers directly to support.
  This week: #LTS00090465

Escalation Lessons

No escalated case learning this week.

Evidence Calls