Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model Number Verification

V2 Rubric (Shadow Grading)

V2 overall: 42.14% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Professional Communication1 of 1 callsThe agent maintained clear and professional communication throughout the call, ensuring the customer understood the information provided. This occurred across 1 of 1 calls, specifically in ticket #LTS00096954.
  Why this matters: Clear communication reduces customer confusion and builds trust, leading to higher satisfaction.
  #LTS00096954
• Realistic Expectation Setting1 of 1 callsThe agent set realistic expectations about the product's lifecycle, preparing the customer for potential limitations. This was demonstrated in 1 of 1 calls, ticket #LTS00096954.
  Why this matters: Managing expectations prevents future disputes and ensures customers make informed decisions.
  #LTS00096954

Growth Focus

• Model Number Verification1 of 1 callsThe agent failed to obtain the model number, critical for determining compatibility and support pathing, in 1 of 1 calls (ticket #LTS00096954).
  Why this matters: Without the model number, recommendations may be inaccurate, leading to incorrect advice and potential callbacks.
  Example: In ticket #LTS00096954, the agent advised upgrading without confirming the model, which could have led to an unsuitable recommendation.
  What better looks like: Always obtain the model number before discussing compatibility or support options.
  #LTS00096954
• KB Verification for EOL Dates1 of 1 callsThe agent provided an unverified discontinuation date without referencing the KB, risking inaccurate information, in 1 of 1 calls (ticket #LTS00096954).
  Why this matters: Unverified EOL dates can mislead customers about support options and product viability.
  Example: In ticket #LTS00096954, the agent stated November 6, 2023, as the discontinuation date without KB confirmation.
  What better looks like: Always verify discontinuation and EOL dates using official KB documentation before sharing with customers.
  #LTS00096954

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always obtain the model number before discussing compatibility or support options.
  Why: Skipping this step can lead to incorrect recommendations and customer frustration.
  This week: #LTS00096954
• Step 2
  Verify product discontinuation and EOL dates using official KB documentation before sharing with customers.
  Why: Unverified dates may mislead customers about support availability.
  This week: #LTS00096954
• Step 3
  Consult velop_mesh_compatibility.md when assessing mesh expansion possibilities.
  Why: Missing this KB can result in premature recommendations to upgrade.
  This week: #LTS00096954

Escalation Lessons

No escalated case learning this week.

Evidence Calls