Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy gaps

V2 Rubric (Shadow Grading)

V2 overall: 50.9% across 17 v2-scored calls this week1 auto-zero

• Partial Resolution: 6
• Successful Resolution: 6
• Unresolved: 3
• Ownership Gap: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate device identification8 of 15 callsCollected model and serial numbers early in 8 of your 15 calls, enabling precise support (e.g., SPNM60 calls #LTS00135111, WHW03 calls #LTS00135114).
  Why this matters: Correct device identification prevents misdirected guidance and reduces repeat calls.
  #LTS00135111  ·  #LTS00135114  ·  #LTS00135476
• Effective reset guidance4 of 15 callsGuided customers through factory resets that resolved connectivity issues in 4 calls (e.g., SPNM60 #LTS00135111, WHW03 #LTS00135114).
  Why this matters: Proper reset procedures are often the key to restoring mesh functionality.
  #LTS00135111  ·  #LTS00135114  ·  #LTS00135476

Growth Focus

• Technical accuracy gaps7 of 15 callsProvided incorrect product capabilities (MBE7000 mesh claim #LTS00135105), invalid URLs (WHW03 #LTS00135175), and LED state descriptions (MR7350 #LTS00135755) across 7 calls.
  Why this matters: Inaccurate guidance risks customer frustration, repeat calls, and device misconfiguration.
  Example: Told MR7350 user 'pink' LED states exist (transcript [07:00]), contradicting KB which specifies only blue/white/red.
  What better looks like: Verify product specs and KB articles before responding; use exact LED terminology (blue/solid blue, white/solid white, red/blinking red).
  #LTS00135105  ·  #LTS00135175  ·  #LTS00135755
• Incomplete troubleshooting5 of 15 callsSkipped critical steps like parent node WAN verification (WHW03 #LTS00135614) and mesh node factory resets (MX4200 #LTS00135618) in 5 calls, leading to unresolved issues.
  Why this matters: Skipping isolation steps prolongs issues and increases escalation risk.
  Example: Did not verify parent node internet before troubleshooting child nodes on WHW03 (call #LTS00135614).
  What better looks like: Always confirm parent node connectivity before addressing child nodes; follow isolation protocol per KB.
  #LTS00135614  ·  #LTS00135618  ·  #LTS00135755

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before providing any technical guidance, verify the exact product model and serial number, and confirm warranty status.
  Why: Prevents misdirected advice and reduces escalation/callback risk.
  This week: #LTS00135105
• Step 2
  Always confirm parent node internet connectivity before troubleshooting child nodes on mesh systems.
  Why: Skipping isolation steps prolongs issues and increases escalation likelihood.
  This week: #LTS00135614
• Step 3
  Use only KB-approved LED terminology (blue/white/red) and avoid color references not defined in documentation.
  Why: Inaccurate LED descriptions cause confusion and undermine credibility.
  This week: #LTS00135755
• Step 4
  When guiding resets, clearly specify which device (parent/child) requires the 5-press sequence and confirm success before proceeding.
  Why: Prevents misapplication of reset procedures and improves first-call resolution.
  This week: #LTS00135618
• Step 5
  Prioritize local web interface access (myrouter.local/192.168.1.1) over deprecated mobile apps for all configurations.
  Why: Ensures customers use supported, secure methods per universal_app_transition_notice.md.
  This week: #LTS00135755

Escalation Lessons

No escalated case learning this week.

Evidence Calls