Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Warranty eligibility checks

V2 Rubric (Shadow Grading)

V2 overall: 53.92% across 35 v2-scored calls this week1 auto-zero

• Unresolved: 14
• Partial Resolution: 13
• Successful Resolution: 6
• Appropriate Escalation: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear ISP scoping1 of 33 callsIdentified ISP responsibility for service transfer in #GI00135083 and provided accurate Community Fibre hotline, repeating numbers as requested for clarity.
  Why this matters: Prevents misdirected support efforts and ensures customers reach the correct service provider promptly.
  #GI00135083
• Mesh reset guidance1 of 33 callsCorrectly applied 5-press reset on MX6200 in #TE00038624 and guided child-node addition, achieving solid white LED status.
  Why this matters: Restores connectivity efficiently for mesh systems without unnecessary escalation.
  #TE00038624

Growth Focus

• Warranty eligibility checksAppeared in 1 of 33 callsOmitted warranty discussion in #GI00135088 despite customer interest in purchasing a Linksys adapter, missing an opportunity for clear replacement paths.
  Why this matters: Risk of customer frustration and repeat calls when replacement options are unclear or unavailable.
  Example: In #GI00135088, after confirming 5V/3A USB-C spec, no warranty or Linksys purchase path was offered, leaving the customer to self-resolve.
  What better looks like: Before closing hardware issues, confirm warranty status and provide direct Linksys accessory part numbers or purchase links when applicable.
  #GI00135088
• LED state interpretationAppeared in 1 of 33 callsIncorrectly described WHW-01 LED as solid green for online status in #LTS00135108; KB states solid blue is correct, causing confusion.
  Why this matters: Misinterpretation can lead to incorrect troubleshooting and prolonged outages.
  Example: In #LTS00135108, advised 'solid green means online' for WHW-01, contradicting KB documentation and delaying resolution.
  What better looks like: Reference KB documentation for model-specific LED meanings before providing status guidance.
  #LTS00135108

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call involving hardware replacement or accessory purchase, confirm warranty eligibility and provide direct Linksys part numbers or purchase links.
  Why: Avoids customer frustration and repeat calls when replacement options are unclear.
• Step 2
  Review KB documentation for all mesh device LED states before guiding customers on status interpretation.
  Why: Prevents misdiagnosis and incorrect troubleshooting steps that prolong outages.
• Step 3
  When discussing firmware or band steering, verify the exact model and consult the compatibility matrix to avoid cross-generation errors.
  Why: Mixing mesh generations can cause pairing failures and network instability.

Escalation Lessons

Evidence Calls