Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Device Information Collection

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device Identification Accuracy1 of 1 callsCorrectly identified the device model as RE6500, aligning with the customer's description of a range extender experiencing connectivity issues.
  Why this matters: Accurate device identification ensures appropriate troubleshooting steps are selected, improving resolution efficiency.
  #LTS00007359

Growth Focus

• Device Information Collection1 of 1 callsFailed to collect essential device information (serial number, warranty status) during the troubleshooting process, occurring in the call #LTS00007359.
  Why this matters: Missing device information prevents proper diagnostics, warranty verification, and may lead to misdirected troubleshooting or escalation.
  Example: The agent requested but did not obtain the serial number or warranty status, leaving critical diagnostic data missing.
  What better looks like: Collect serial number, warranty status, and other essential device details at the beginning of every call.
  #LTS00007359
• Troubleshooting Procedure Completion1 of 1 callsDid not follow the standard troubleshooting flow (power-cycle, LED status check, full reset) for connectivity issues, leading to an unresolved case in #LTS00007359.
  Why this matters: Skipping key troubleshooting steps reduces resolution chances and increases the likelihood of repeat calls or escalation.
  Example: The agent suggested moving the extender and pressing the reset button but omitted power-cycle verification and LED status checks.
  What better looks like: Systematically complete the full troubleshooting checklist for connectivity issues, including power-cycle, LED status verification, and full reset procedures.
  #LTS00007359

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect essential device information (serial number, warranty status) at the start of every call before beginning troubleshooting.
  Why: Missing device information prevents accurate diagnostics, warranty verification, and may lead to misdirected troubleshooting.
  This week: #LTS00007359
• Step 2
  Follow the complete troubleshooting checklist for connectivity issues, including power-cycle, LED status check, and full reset procedures.
  Why: Skipping key steps reduces resolution rates and increases repeat call likelihood.
  This week: #LTS00007359
• Step 3
  Confirm with the customer that the suggested fix resolved their issue before ending the call, using clear verification questions.
  Why: Without confirmation, unresolved issues often result in callbacks and customer frustration.
  This week: #LTS00007359
• Step 4
  Refer to official KB documentation for support hours and policy information before sharing any details with customers.
  Why: Inaccurate policy information violates compliance guidelines and creates customer confusion.
  This week: #LTS00007359

Escalation Lessons

No escalated case learning this week.

Evidence Calls