Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Unclear instruction phrasing

V2 Rubric (Shadow Grading)

V2 overall: 47.8% across 22 v2-scored calls this week1 auto-zero

• Unresolved: 10
• Partial Resolution: 6
• Successful Resolution: 4
• Appropriate Escalation: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct 5-press procedureUsed in 8 of 16 callsApplied KB-validated 5-press reset method for WHW03 nodes across multiple calls (e.g., #LTS00135151, #LTS00135173).
  Why this matters: Ensures reliable mesh recovery without factory resets, reducing customer effort.
  #LTS00135151  ·  #LTS00135173
• Serial number collectionPresent in 12 callsConsistently collected serial numbers and created tickets for warranty cases (e.g., #LTS00135151).
  Why this matters: Enables warranty processing and proper case tracking.
  #LTS00135151  ·  #LTS00135173

Growth Focus

• Unclear instruction phrasingAppeared in 5 callsUsed ambiguous phrases like 'press release press release five times' that confused customers (e.g., #LTS00135151).
  Why this matters: Leads to failed troubleshooting and repeat calls.
  Example: In #LTS00135151, the phrasing caused customer confusion during node reset.
  What better looks like: Use clear, step-by-step instructions: 'Press and hold the reset button for five seconds, then release.'
  #LTS00135151
• Missing connectivity verificationOccurred in 4 callsRelied on LED status alone without verifying internet connectivity after resets (e.g., #LTS00135173).
  Why this matters: Risk of unresolved issues and customer frustration.
  Example: In #LTS00135173, node LEDs showed solid but internet was unreachable.
  What better looks like: After reset, ask customer to confirm internet access via browser or device.
  #LTS00135173

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 repeat calls.
• Step 2
  Always verify internet connectivity after node resets using browser or device, not just LED status.
  Why: Ensures true resolution and avoids false positives.
  This week: #LTS00135173
• Step 3
  Use clear, model-specific reset instructions (e.g., 'Press and hold reset button for 15 seconds' for WHW03).
  Why: Reduces customer confusion and failed troubleshooting.
  This week: #LTS00135151

Escalation Lessons

No escalated case learning this week.

Evidence Calls