Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect LED guidance

V2 Rubric (Shadow Grading)

V2 overall: 43.81% across 9 v2-scored calls this week

• Unresolved: 4
• Successful Resolution: 3
• Partial Resolution: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate model/serial collection8 of 14 callsCollected model and serial number early in the call across multiple calls, enabling proper identification and warranty checks. For example, in #LTS00135258, the agent captured the MR8300 model and serial number within the first 5 minutes.
  Why this matters: Ensures correct troubleshooting and support eligibility determination, reducing misdiagnosis and improving resolution efficiency.
  #LTS00135258  ·  #LTS00135445  ·  #TE00135356
• Proper reset execution5 of 14 callsSuccessfully guided customers through factory resets and 5-press methods, restoring connectivity in several cases. In #TE00135356, the agent correctly instructed the 5-press reset on an MX6200, leading to a solid white LED.
  Why this matters: Resolves common connectivity issues efficiently, reducing repeat calls and customer frustration.
  #TE00135356  ·  #LTS00135445  ·  #TE00135595

Growth Focus

• Incorrect LED guidanceAppeared in 4 of 14 callsProvided factually incorrect LED status information, such as referencing a non-existent "solid purple" LED or instructing customers to wait for solid red instead of solid blue. This occurred in #LTS00135258 and #LTS00135445, potentially misleading customers.
  Why this matters: Incorrect technical advice can lead to unresolved issues, increased customer frustration, and repeat calls. It also undermines trust in support accuracy.
  Example: In #LTS00135258, the agent told the customer the router should turn "solid purple" after reset, which does not exist on Linksys routers; the correct ready state is solid blue.
  What better looks like: Always reference KB-documented LED states (e.g., solid blue = online, solid red = error) and verify against the specific device model before providing guidance.
  #LTS00135258  ·  #LTS00135445  ·  #TE00135595
• Missing product/model verificationOccurred in 3 of 14 callsFailed to collect or verify the router model and serial number in several calls, such as #TE00135683 and #TE00135595, which are critical for warranty validation, RMA processing, and accurate troubleshooting.
  Why this matters: Without proper device identification, agents cannot apply model-specific troubleshooting steps, verify warranty eligibility, or initiate correct escalation paths, leading to unresolved issues and inefficient support.
  Example: In #TE00135683, the agent did not collect the MX6200 model or serial number despite discussing a hardware fault and potential replacement.
  What better looks like: Always collect and verify the exact product model and serial number within the first 3 minutes of the call, using KB-specific questions and visual confirmation if possible.
  #TE00135683  ·  #TE00135595  ·  #PR00128785

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: Skipping verification leads to unresolved issues, repeat calls, and customer frustration due to unresolved problems.
• Step 2
  Always collect and verify the exact product model and serial number within the first 3 minutes of every call.
  Why: Missing device identification prevents accurate troubleshooting, warranty verification, and proper escalation.
  This week: #TE00135683
• Step 3
  Reference only KB-documented LED states (e.g., solid blue = online, solid red = error) and verify against the specific device model before providing guidance.
  Why: Incorrect LED guidance misleads customers, causes confusion, and increases support effort through repeat contacts.
  This week: #LTS00135258

Escalation Lessons

Evidence Calls