Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 20.82% across 9 v2-scored calls this week1 auto-zero

• Unresolved: 8
• Partial Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Information Collection8 of 9 callsCollected essential product and contact information early in the call across multiple interactions, enabling accurate troubleshooting and follow-up.
  Why this matters: Ensures proper identification and reduces repeat calls by capturing critical details upfront.
  #LTS00135080  ·  #LTS00135596  ·  #LTS00135738
• Polite Communication7 of 9 callsMaintained a professional and empathetic tone throughout interactions, fostering positive customer experiences.
  Why this matters: Enhances customer satisfaction and cooperation during troubleshooting.
  #LTS00135080  ·  #LTS00135596  ·  #LTS00135738

Growth Focus

• Technical Accuracy5 of 9 callsProvided incorrect product support information and pairing methods, leading to unresolved issues and customer confusion.
  Why this matters: Results in incorrect resolutions, repeat calls, and eroded trust in support quality.
  Example: In call #LTS00135263, declared EA6100 end-of-life without verification, offering only a new router recommendation.
  What better looks like: Verify product support status via KB before making eligibility determinations and provide accurate troubleshooting steps.
  #LTS00135263  ·  #LTS00135596  ·  #LTS00135738
• Procedure Adherence6 of 9 callsSkipped critical diagnostic steps (e.g., ISP-modem isolation, proper node pairing flows) before closure or escalation.
  Why this matters: Leads to missed root causes, incomplete resolutions, and increased escalation burden.
  Example: In call #LTS00135080, skipped modem-direct testing and provided inaccurate SSID/password guidance.
  What better looks like: Follow documented troubleshooting flows completely, verifying WAN connectivity and using model-specific pairing methods.
  #LTS00135080  ·  #LTS00135279  ·  #LTS00135738

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 reduces callback volume by ensuring immediate validation.
• Step 2
  Use model-specific pairing methods: Pair button for Cognitive Mesh models (e.g., SPNMX20) and dedicated Pair button for SPNM60 instead of universal 5-press.
  Why: Avoids failed pairings and ensures successful mesh node addition.
  This week: #LTS00135738
• Step 3
  Verify WAN connectivity and perform ISP-modem isolation as the first step in connectivity troubleshooting for all routers.
  Why: Skips unnecessary steps and identifies common root causes early.
  This week: #LTS00135080
• Step 4
  Provide accurate support eligibility information by checking KB before declaring devices end-of-life or unsupported.
  Why: Maintains trust and directs customers to appropriate resources.
  This week: #LTS00135263

Escalation Lessons

No escalated case learning this week.

Evidence Calls