Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Patient communication1 of 1 callsAgent maintained a patient tone despite customer frustration and technical confusion across the single call handled this week.
  Why this matters: Preserves customer trust and prevents escalation during complex technical issues
  #LTS00078628

Growth Focus

• Technical accuracy1 of 1 callsProvided incorrect router IP address and default credentials, and failed to verify WAN connectivity before troubleshooting, appearing in the single call this week.
  Why this matters: Leads to failed resolutions, customer frustration, and potential data security risks
  Example: Instructed customer to use [REDACTED_PHONE] as router IP and default admin/admin credentials for E9450 model, causing persistent connectivity issues
  What better looks like: Verify model-specific default credentials and confirm WAN connectivity before router configuration changes
  #LTS00078628
• Consistent guidance1 of 1 callsProvided contradictory reset advice during troubleshooting, appearing in the single call this week.
  Why this matters: Confuses customers and undermines trust in support guidance
  Example: Told customer to reset router at timestamp 11:00 then instructed not to reset at timestamp 56:00
  What better looks like: Maintain consistent instructions throughout a troubleshooting sequence
  #LTS00078628

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Verify device-specific default credentials and IP addresses in KB before instructing customers
  Why: Prevents provision of incorrect technical guidance that blocks issue resolution
• Step 2
  Confirm modem WAN connectivity and ISP service status before proceeding with router configuration changes
  Why: Ensures troubleshooting follows logical sequence and avoids wasted customer time
• Step 3
  Document all troubleshooting steps consistently without contradictory instructions
  Why: Maintains clear customer understanding and prevents confusion during support sessions

Escalation Lessons

No escalated case learning this week.

Evidence Calls