Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model confirmation before guidance

V2 Rubric (Shadow Grading)

V2 overall: 32.68% across 45 v2-scored calls this week10 auto-zeros

• Unresolved: 24
• Successful Resolution: 9
• Partial Resolution: 8
• Ownership Gap: 4

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate 5-press guidance3 of 20 callsProvided accurate 5-press method information consistent with KB (universal_5press_models.md confirms MX4200/MX5500 support) across multiple calls including #LTS00135214 and #LTS00135214.
  Why this matters: Ensures customers can successfully pair mesh nodes without app dependency, reducing support callbacks.
  #LTS00135214  ·  #LTS00135214
• Clear step-by-step instructions2 of 20 callsGave clear, step-by-step instructions that customers reported understanding and were able to follow, as seen in #LTS00135214 where the customer confirmed comprehension.
  Why this matters: Improves first-call resolution and reduces repeat contacts.
  #LTS00135214

Growth Focus

• Model confirmation before guidanceAppeared in 1 of 20 callsDid not ask the customer to confirm the model number before giving model-specific guidance, though MX4200 was later confirmed in #LTS00135214.
  Why this matters: Providing guidance for the wrong model can lead to failed troubleshooting and customer frustration.
  Example: In #LTS00135214, instructions were given before model confirmation, risking inapplicable steps.
  What better looks like: Always verify the exact product model and firmware version before providing model-specific troubleshooting steps.
  #LTS00135214
• Verification of node statusAppeared in 1 of 20 callsDid not verify that child nodes successfully entered setup mode (solid purple) after reset, despite customer reporting red/blinking lights in #LTS00135214.
  Why this matters: Skipping validation steps can leave unresolved issues and lead to callbacks.
  Example: In #LTS00135214, node status was not confirmed post-reset, leaving resolution uncertain.
  What better looks like: After resets, always ask the customer to confirm node LEDs show solid purple (setup mode) before proceeding with pairing.
  #LTS00135214

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Skipping confirmation leads to unresolved issues and repeat calls.
• Step 2
  Always verify the exact product model and firmware version before providing model-specific troubleshooting steps.
  Why: Providing guidance for the wrong model can cause failed resolutions and customer frustration.
  This week: #LTS00135214
• Step 3
  After performing resets, always ask the customer to confirm node LEDs show the expected status (e.g., solid purple for setup mode).
  Why: Validation ensures the troubleshooting step succeeded and prevents incomplete resolutions.
  This week: #LTS00135214

Escalation Lessons

Evidence Calls