Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model confirmation before guidance

V2 Rubric (Shadow Grading)

V2 overall: 60.06% across 13 v2-scored calls this week1 auto-zero

• Partial Resolution: 7
• Successful Resolution: 4
• Unresolved: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate technical guidance2 of 12 callsProvided correct model number clarification (WHW01/WHW0101 equivalence) and driver information per KB across call #LTS00135186. Correctly identified WHW03 5-press pairing procedure and restored mesh nodes to solid green in #LTS00135558.
  Why this matters: Ensures customers receive reliable, KB-aligned instructions reducing repeat calls and misconfigurations.
  #LTS00135186  ·  #LTS00135558
• Clear communication & empathy4 of 12 callsMaintained polite, patient tone throughout call #LTS00135177 despite customer frustration. Offered email guides for self-help in out-of-warranty scenarios across multiple calls.
  Why this matters: Builds trust and reduces customer effort by providing actionable next steps even when issues remain unresolved.
  #LTS00135177  ·  #LTS00135186

Growth Focus

• Model confirmation before guidance2 of 12 callsFailed to confirm router model before providing model-specific steps in #LTS00135163 (E7350 assumed without verification) and #LTS00135201 (MX5500 guidance without serial check). This risks incorrect instructions.
  Why this matters: Provides incorrect or irrelevant guidance, increasing customer effort and potential misconfiguration.
  Example: In #LTS00135163, agent began E7350 reset instructions without confirming the customer owned that model, leading to confusion after thunderstorm.
  What better looks like: Always ask 'What exact model is your device?' and verify before proceeding with model-specific steps.
  #LTS00135163  ·  #LTS00135201
• Reset method accuracy1 of 12 callsMisrepresented the 5-press method as a reset procedure in #LTS00135806, stating 'press the reset button five times' instead of clarifying it as an escalation tool per KB.
  Why this matters: Leads to incorrect troubleshooting and wasted customer time.
  Example: In #LTS00135806, agent conflated the 5-press diagnostic with a factory reset, causing confusion during mesh node recovery.
  What better looks like: Clearly differentiate: 'hold-reset' for factory reset vs. '5-press' for escalation/diagnostic use only.
  #LTS00135806

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before providing any model-specific guidance, verbally confirm the exact product model with the customer and document it in the case notes.
  Why: Prevents incorrect instructions that waste customer time and risk device misconfiguration.
  This week: #LTS00135163
• Step 2
  When discussing reset procedures, explicitly differentiate between 'hold-reset' (factory reset) and '5-press' (escalation tool) per KB documentation.
  Why: Avoids misdirected troubleshooting and ensures proper escalation path usage.
  This week: #LTS00135806
• Step 3
  Verify internet connectivity at the modem level (e.g., check modem lights, ping ISP DNS) before troubleshooting downstream devices like mesh nodes or extenders.
  Why: Prevents wasted time on node issues when the root cause is upstream.

Escalation Lessons

No escalated case learning this week.

Evidence Calls