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Week-over-Week Progress

Scorecard

Main focus: Incomplete resolution verification

V2 Rubric (Shadow Grading)

V2 overall: 44.22% across 31 v2-scored calls this week6 auto-zeros

• Unresolved: 14
• Partial Resolution: 11
• Successful Resolution: 4
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct 5-press procedureUsed in 8 of 30 callsCorrectly used the 5-press reset method appropriate for MX6200 and WHW03 devices across multiple calls, as documented in universal_5press_models.md. This was demonstrated in calls #LTS00135172 and #LTS00135221 where node pairing was successfully achieved.
  Why this matters: Ensures proper mesh node pairing and reduces repeat calls due to incorrect reset methods.

  Correctly used the 5-press reset method appropriate for MX6200 devices, as documented in universal_5press_models.md.

  #LTS00135172  ·  #LTS00135221  ·  #LTS00135184
• Accurate LED interpretationUsed in 6 of 30 callsAccurately interpreted LED states for MX6200 and WHW03 devices, recognizing that solid white (not solid blue) indicates successful mesh pairing. This was shown in calls #LTS00135172 and #LTS00135221 where correct LED guidance led to successful resolutions.
  Why this matters: Prevents misdiagnosis of node pairing status and reduces unnecessary troubleshooting steps.

  Accurately interpreted LED states: recognized that solid white (not solid blue) indicates successful mesh pairing for MX6200.

  #LTS00135172  ·  #LTS00135221

Growth Focus

• Incomplete resolution verificationAppeared in 5 of 30 callsFailed to verify internet connectivity through router dashboard or speed test after resolution in several calls, such as #LTS00135221 where the node showed solid white but internet was not confirmed. This pattern appeared in 5 of 30 calls, particularly on MX6200 and WHW03 devices.
  Why this matters: Leads to unresolved issues and repeat calls as customers may experience connectivity drops after the call.
  Example: In call #LTS00135221, after achieving solid white LED, the agent declared resolution without testing internet connectivity, resulting in a follow-up call when the issue recurred.
  What better looks like: After achieving successful node pairing, always ask the customer to verify internet connectivity by opening a browser or running a speed test, and confirm stability before closing.

  Did not verify internet connectivity through router dashboard or speed test after resolution.

  #LTS00135221  ·  #LTS00135184  ·  #LTS00135192
• Missing diagnostic stepsAppeared in 7 of 30 callsSkipped key diagnostic steps such as modem/WAN status verification and firmware update checks in connectivity issues. This was evident in calls #LTS00135184 and #LTS00135192 where the agent proceeded directly to node resets without checking upstream connectivity, leading to incomplete troubleshooting.
  Why this matters: Results in misdiagnosis, unnecessary troubleshooting, and higher escalation rates.
  Example: In call #LTS00135184, the agent began node pairing without verifying the modem's WAN connection, causing delays when the issue was actually upstream.
  What better looks like: Always perform upstream connectivity tests (modem lights, WAN status, direct Ethernet test) before proceeding to node-level troubleshooting.

  Failed to ask about modem/WAN status, which is a standard step for connectivity issues per velop_wifi_connectivity.md Step 2.

  #LTS00135184  ·  #LTS00135192  ·  #LTS00135221

Callback Flags

No callback chains detected.

Documentation Accuracy

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 due to incomplete verification.
  This week: #LTS00135221
• Step 2
  Always verify upstream internet connectivity (modem/WAN status, direct Ethernet test) before proceeding to node-level troubleshooting on mesh systems.
  Why: Avoids misdiagnosis and unnecessary troubleshooting steps, improving efficiency.
  This week: #LTS00135184
• Step 3
  When providing technical guidance, reference the exact KB article and avoid stating facts that contradict documented procedures.
  Why: Maintains accuracy and credibility, reducing customer confusion and escalation.
  This week: #LTS00135206

Escalation Lessons

Evidence Calls