Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Warranty Verification

V2 Rubric (Shadow Grading)

V2 overall: 46.58% across 18 v2-scored calls this week2 auto-zeros

• Unresolved: 8
• Successful Resolution: 5
• Partial Resolution: 4
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Accuracy3 of 17 callsAccurately collected customer name, email, phone number, model number, and serial number across multiple calls [02:00–03:00] in #LTS00135113, #LTS00135132, and #LTS00135631.
  Why this matters: Ensures proper case documentation and avoids repeat calls due to missing information.
  #LTS00135113  ·  #LTS00135132  ·  #LTS00135631
• Clear Instructions1 of 17 callsProvided clear step-by-step instructions that led to successful restoration of service in #LTS00135132, including factory reset, 5-press pairing, and LED verification.
  Why this matters: Reduces customer effort and speeds resolution.
  #LTS00135132

Growth Focus

• Warranty Verification3 of 17 callsDeclared product end-of-life without verifying warranty status or support eligibility in KB [06:00] in #LTS00135113, #LTS00135295, and #LTS00135370.
  Why this matters: Leads to unnecessary escalations and customer frustration when valid support options exist.
  Example: In #LTS00135113, incorrectly claimed VLP01 was end-of-life, contradicting KB documentation.
  What better looks like: Always verify warranty status via serial number lookup before declaring EOL.
  #LTS00135113  ·  #LTS00135295  ·  #LTS00135370
• Diagnostic Completeness3 of 17 callsFailed to verify modem status or WAN connection before concluding no support [01:00–06:00] in #LTS00135113, #LTS00135119, and #LTS00135326.
  Why this matters: Skips critical troubleshooting steps, leading to unresolved issues and repeat calls.
  Example: In #LTS00135119, internet was working at the modem but agent did not verify this.
  What better looks like: Always confirm WAN connectivity and modem status before proceeding with router troubleshooting.
  #LTS00135113  ·  #LTS00135119  ·  #LTS00135326

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before declaring any product end-of-life, verify warranty status using the serial number lookup tool
  Why: Prevents incorrect EOL claims that damage customer trust and create unnecessary escalations
• Step 2
  Always confirm WAN connectivity and modem status before proceeding with router troubleshooting
  Why: Skips critical diagnostic steps that are required to properly isolate network issues
• Step 3
  When providing technical instructions, verify the customer understands each step before proceeding
  Why: Reduces misexecution of critical procedures like factory resets and prevents safety risks

Escalation Lessons

Evidence Calls