Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Product Support Claims

V2 Rubric (Shadow Grading)

V2 overall: 52.1% across 32 v2-scored calls this week3 auto-zeros

• Partial Resolution: 12
• Successful Resolution: 7
• Unresolved: 7
• Ownership Gap: 4
• Appropriate Escalation: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Hardware Fault Identification8 of 29 callsCorrectly identified hardware fault after systematic troubleshooting across 8 calls, particularly on MBE7000 and WHW03 models.
  Why this matters: Ensures customers receive accurate diagnoses and appropriate RMA pathways, reducing repeat calls.
  #PR00135069  ·  #LTS00135421  ·  #LTS00135587
• Clear Communication12 of 29 callsMaintained concise, empathetic communication throughout calls, especially when explaining technical steps or next actions.
  Why this matters: Improves customer experience and reduces frustration during troubleshooting.
  #LTS00135252  ·  #LTS00135421  ·  #LTS00135687

Growth Focus

• Incorrect Product Support ClaimsAppeared in 3 of 29 callsIncorrectly stated EA6350 and EA650 models are end-of-life/unsupported, contradicting KB guidelines.
  Why this matters: Leads to customer frustration, incorrect troubleshooting, and potential legal/compliance risks.
  Example: On #LTS00135249, claimed EA6350 has no support, preventing valid troubleshooting steps.
  What better looks like: Verify model support status via KB before informing customers; offer paid support where applicable.
  #LTS00135249  ·  #LTS00135428  ·  #LTS00135441
• Incomplete TroubleshootingOccurred in 5 of 29 callsSkipped basic diagnostics (modem test, power-cycle) before escalating or recommending hardware replacement.
  Why this matters: Increases misdiagnosis risk and unnecessary costs for customers.
  Example: On #LTS00135256, recommended new router without verifying WAN connectivity.
  What better looks like: Always perform modem test and power-cycle as first steps for connectivity issues.
  #LTS00135256  ·  #LTS00135425  ·  #LTS00135450

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 reduces callbacks.
• Step 2
  Always verify modem connectivity by guiding the customer to connect a device directly to the modem for internet access.
  Why: Ensures proper isolation of WAN issues before internal troubleshooting.
  This week: #LTS00135256
• Step 3
  Confirm product model support status via KB before informing customers about end-of-life or unsupported status.
  Why: Avoids misinformation and maintains trust.
  This week: #LTS00135249
• Step 4
  Document all troubleshooting steps performed and results in HappyFox for every technical case.
  Why: Improves handoff clarity and reduces duplicate efforts.

Escalation Lessons

Evidence Calls