Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 47.74% across 3 v2-scored calls this week

• Partial Resolution: 2
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Empathetic CommunicationUsed across multiple calls, notably in #LTS00135702Agent acknowledged the customer's frustration and used empathetic language at several points, particularly in call #LTS00135702 where they validated the customer's experience during a prolonged troubleshooting session.
  Why this matters: Maintaining empathy reduces customer frustration and builds trust, increasing the likelihood of successful resolution.
  #LTS00135702
• Web UI NavigationDemonstrated in 2 calls (#LTS00135702, #LTS00135702)Agent successfully guided customers to the local web UI and executed key actions such as locating the Add Wireless Child Node option in call #LTS00135702 and changing Wi‑Fi credentials in call #LTS00135702.
  Why this matters: Directing customers to the router UI often resolves issues more efficiently than verbal guidance alone.
  #LTS00135702  ·  #LTS00135702

Growth Focus

• Technical AccuracyAppeared in 3 of 4 callsProvided incorrect technical guidance including LED interpretation, reset procedures, and product capabilities across multiple calls (e.g., claiming solid red is normal post-reset, stating Linksys app cannot add nodes for WHW03).
  Why this matters: Inaccurate guidance leads to unresolved issues, customer frustration, and increased callback rates.
  Example: In call #LTS00135702, the agent told the customer a solid red LED after reset was normal — KB states this indicates 'No internet connection' or 'Needs reset,' delaying proper diagnosis.
  What better looks like: Reference KB articles for LED meanings, reset steps, and product capabilities before providing guidance; verify claims with the customer.
  #LTS00135702  ·  #LTS00135702  ·  #LTS00135873
• Information CollectionOccurred in 3 of 4 callsFailed to collect essential product model/serial numbers and warranty status in calls #LTS00135702, #LTS00135702, and #LTS00135873, impacting troubleshooting efficiency and escalation decisions.
  Why this matters: Missing product information prevents accurate diagnostics, warranty verification, and appropriate escalation.
  Example: In call #LTS00135702, the agent never asked for the router model or serial number, leading to inefficient troubleshooting and an unresolved case.
  What better looks like: Collect product model, serial number, and warranty status within the first 2 minutes of every call.
  #LTS00135702  ·  #LTS00135702  ·  #LTS00135873

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Collect product model, serial number, and warranty status within the first 2 minutes of every call.
  Why: Missing product information leads to inefficient troubleshooting, incorrect guidance, and potential warranty claim errors.
  This week: #LTS00135702
• Step 2
  Reference KB articles for LED meanings, reset procedures, and product capabilities before providing guidance; verify claims with the customer.
  Why: Inaccurate technical advice causes unresolved issues and erodes customer trust.
  This week: #LTS00135702
• Step 3
  Before closing any call, ask the customer to test the fix and confirm it works; document the verification step.
  Why: Closing without verification increases callback risk and repeat call volume.
• Step 4
  When encountering unresolved connectivity issues, initiate escalation or schedule a callback instead of ending the call vaguely.
  Why: Proper escalation ensures timely resolution and reduces customer effort.
  This week: #LTS00135702
• Step 5
  Verify router admin access (e.g., http://myrouter.local) before claiming devices are unsupported or end-of-life.
  Why: Skipping basic diagnostics leads to premature declarations of unsupported status.
  This week: #LTS00135873

Escalation Lessons

No escalated case learning this week.

Evidence Calls