Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Warranty & Model Verification

V2 Rubric (Shadow Grading)

V2 overall: 38.17% across 35 v2-scored calls this week5 auto-zeros

• Unresolved: 23
• Partial Resolution: 4
• Successful Resolution: 4
• Appropriate Escalation: 2
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Mesh Pairing Expertise8 of 12 mesh calls resolvedSuccessfully guided customers through 5-press pairing on MX2000 and MX6200 devices, confirming solid blue LEDs across 8 of your 12 mesh-related calls (e.g., #LTS00135149, #LTS00135217).
  Why this matters: Ensures reliable mesh network formation, reducing repeat calls and customer frustration.
  #LTS00135149  ·  #LTS00135217
• Clear Closure Practices9 of 31 callsProvided self-help email options for 9 out-of-warranty cases (e.g., #LTS00135142, #LTS00135169), aligning with policy and reducing escalation risk.
  Why this matters: Improves customer self-service rates and reduces support load.
  #LTS00135142  ·  #LTS00135169

Growth Focus

• Warranty & Model Verification12 of 31 callsFailed to collect product model/serial numbers and verify warranty status on 12 calls this week (e.g., #GI00135162, #LTS00135319), leading to incorrect advice and missed escalation opportunities.
  Why this matters: Risk of providing unsupported guidance and increasing repeat calls due to unresolved issues.
  Example: On #GI00135162, agent claimed 'Wi-Fi 7 modem' without model verification, contradicting KB and causing confusion.
  What better looks like: Always confirm product model and serial number before technical advice, and verify warranty status via system check.
  #GI00135162  ·  #LTS00135319
• Technical Troubleshooting Depth7 of 31 callsSkipped standard diagnostics (WAN test, firmware check, power cycle) on 7 connectivity cases (e.g., #LTS00135402, #LTS00135684), leading to unresolved issues and premature escalation.
  Why this matters: Increases callback risk and reduces first-call resolution rates.
  Example: On #LTS00135684, agent recommended router replacement without testing modem speed or performing a reset.
  What better looks like: Follow KB troubleshooting flow: verify WAN connectivity, check firmware, perform power cycle before escalation.
  #LTS00135402  ·  #LTS00135684

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 callbacks due to unresolved issues and ensures first-call resolution.
• Step 2
  Always verify product model and serial number before providing technical advice, and confirm warranty status via system check.
  Why: Avoids incorrect guidance and ensures appropriate support path (self-help vs paid vs escalation).
  This week: #GI00135162 (incorrect modem generation claim)
• Step 3
  Follow KB troubleshooting flow for connectivity issues: verify WAN status, check firmware, perform power cycle before escalation.
  Why: Reduces escalation rate and improves diagnostic accuracy.
  This week: #LTS00135402 (skipped WAN test)

Escalation Lessons

Evidence Calls