Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inconsistent Troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 44.21% across 24 v2-scored calls this week1 auto-zero

• Unresolved: 11
• Partial Resolution: 6
• Successful Resolution: 6
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate Device IdentificationPresent in 18 of 20 callsConsistently captured correct model numbers and serial numbers across multiple calls, enabling proper troubleshooting and support decisions.
  Why this matters: Ensures correct application of KB articles and avoids misdirected solutions.
  #LTS00135140  ·  #LTS00099551  ·  #LTS00135197
• Clear Escalation Path ProvisionUsed in 7 escalation casesProvided valid escalation paths and follow-up options when issues exceeded L1 capabilities, maintaining customer confidence.
  Why this matters: Reduces repeat calls and improves resolution ownership.
  #LTS00135483  ·  #TE00070204

Growth Focus

• Inconsistent TroubleshootingAppeared in 9 connectivity casesSkipped standard diagnostic steps (modem test, firmware check) in connectivity cases, leading to unresolved issues and escalations.
  Why this matters: Increases risk of misdiagnosis, repeat calls, and customer frustration due to incomplete problem isolation.
  Example: Call #LTS00135140: Agent declared router faulty without verifying ISP connection health or performing basic diagnostics.
  What better looks like: Always perform modem-direct connectivity test and firmware version check before declaring hardware faults.
  #LTS00135140  ·  #LTS00135542  ·  #LTS00135695
• Technical InaccuracyOccurred in 5 technical guidance casesProvided incorrect product guidance (non-existent models, wrong IP addresses) and misapplied reset procedures, causing customer confusion.
  Why this matters: Erodes trust and increases customer effort; may lead to hardware misuse or security risks.
  Example: Call #GI00135396: Agent referenced invalid products 'Vios Vlara' and 'Synapsys' instead of valid mesh models.
  What better looks like: Verify product existence against KB before recommending models; use exact KB-supported reset methods.
  #GI00135396  ·  #LTS00135306  ·  #LTS00135681

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: Prevents unresolved issues and reduces callback risk from incomplete problem verification.
• Step 2
  Always verify ISP connection health using modem-direct test before declaring router faulty in connectivity cases.
  Why: Avoids misdiagnosis and ensures proper issue isolation, reducing escalations.
  This week: #LTS00135140
• Step 3
  Confirm exact product model and serial number before providing model-specific guidance or reset procedures.
  Why: Prevents application of incorrect KB articles and ensures accurate troubleshooting.
  This week: #LTS00135681
• Step 4
  Use only KB-documented reset methods (e.g., Pair button for SPNM series) and never invent new procedures.
  Why: Maintains technical accuracy and prevents customer confusion or hardware damage.
  This week: #LTS00135681

Escalation Lessons

Evidence Calls