Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy breaches

V2 Rubric (Shadow Grading)

V2 overall: 50.19% across 6 v2-scored calls this week

• Successful Resolution: 3
• Unresolved: 3

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct 5-press reset procedure2 of 7 callsCorrectly identified and applied the 5-press reset procedure for the Velop mesh system across 2 calls (#TE00128685, #TE00128685), resulting in all nodes achieving solid blue status and restored internet connectivity.
  Why this matters: Ensures customers can recover mesh networks without unnecessary escalations, reducing repeat calls and improving customer satisfaction.
  #TE00128685
• Professional communication5 of 7 callsMaintained polite and professional tone throughout all interactions, acknowledged customer frustrations, and confirmed identity and resolution details across 5 calls.
  Why this matters: Builds trust and reduces customer frustration, leading to higher satisfaction and fewer callbacks.
  #TE00128685  ·  #TE00076387

Growth Focus

• Technical accuracy breaches2 of 7 callsProvided factually incorrect information about DDNS support on MX2000 mesh routers and default admin passwords, leading to customer confusion and unresolved issues in 2 calls (#TE00128685, #TE00128685).
  Why this matters: Incorrect guidance risks customer data exposure, wasted time, and repeat calls. It also violates compliance standards for technical support.
  Example: In call #TE00128685, the agent incorrectly stated that DDNS is not supported on MX2000 mesh routers, contradicting KB documentation and customer requirements.
  What better looks like: Verify feature support against current KB before responding, and confirm router model/serial number first.
  #TE00128685
• Protocol violations4 of 7 callsFailed to collect product model/serial numbers and warranty status in 4 calls, and captured a credit card number without justification in call #TE00076387.
  Why this matters: Missing critical information delays resolution and violates PCI compliance, increasing risk of data breaches and compliance penalties.
  Example: In call #TE00076387, the agent captured a credit card number without any paid support context or justification.
  What better looks like: Always collect model/serial/warranty info upfront; never capture payment details without explicit paid support context.
  #TE00076387

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing any call, verify warranty status and collect serial number for all supported devices.
  Why: Missing warranty information delays escalations and prevents proper support eligibility assessment.
• Step 2
  Always reference current KB articles before providing technical guidance on feature support.
  Why: Incorrect feature claims lead to unresolved issues, customer frustration, and compliance risks.
  This week: #TE00128685
• Step 3
  Never capture payment details without explicit paid support context and PCI-compliant procedures.
  Why: PCI violations risk severe regulatory penalties and data breach incidents.
  This week: #TE00076387
• Step 4
  Use structured troubleshooting flows with clear step-by-step guidance and validation at each stage.
  Why: Unstructured troubleshooting increases resolution time and customer effort.
  This week: #TE00076387
• Step 5
  Provide accurate time estimates for procedures (e.g., firmware updates complete in minutes, not hours).
  Why: Incorrect time estimates create unrealistic expectations and reduce trust.
  This week: #LTS00135710

Escalation Lessons

Evidence Calls