Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Protocol Adherence

V2 Rubric (Shadow Grading)

V2 overall: 27.43% across 2 v2-scored calls this week1 auto-zero

• Partial Resolution: 1
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Accuracy1 of 2 callsAgent provided accurate technical information about WAN port capabilities and parental controls, directly answering the customer's questions (call #GI00135057).
  Why this matters: Ensures customers receive correct information, preventing mispurchases and building trust.
  #GI00135057
• Appropriate Model Recommendations1 of 2 callsAgent correctly identified LN321's limitations and recommended suitable alternatives (LN1400, MX6200, LN1100) meeting the customer's 2.5 Gbps requirement (call #GI00135057).
  Why this matters: Helps customers make informed decisions, reducing return rates.
  #GI00135057

Growth Focus

• Protocol Adherence1 of 2 callsAgent failed to confirm model/serial number or verify warranty/support eligibility in call #GI00135071, leading to no actionable guidance.
  Why this matters: Skipping protocol steps risks misdiagnosis and repeat calls.
  Example: In call #GI00135071, agent did not ask for model/serial, resulting in vague affirmations without resolution.
  What better looks like: Always confirm model/serial and warranty status before proceeding with troubleshooting.
  #GI00135071
• Technical Terminology Accuracy1 of 2 callsAgent used incorrect terms such as 'LN321' (should be LN1400) and 'RAM port' (should be WAN port) in call #GI00135057, potentially confusing the customer.
  Why this matters: Inaccurate terminology can mislead customers and cause misconfigurations.
  Example: In call #GI00135057, agent referred to 'RAM port' instead of 'WAN port', which is technically incorrect.
  What better looks like: Use precise product terminology as per KB documentation.
  #GI00135057

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before discussing technical specifications, always confirm the exact model name and serial number with the customer.
  Why: Skipping this step can lead to incorrect information and unresolved issues.
  This week: #GI00135071
• Step 2
  Use precise product terminology (e.g., 'WAN port' instead of 'RAM port') as per KB documentation.
  Why: Inaccurate terms can mislead customers and cause misconfigurations.
  This week: #GI00135057
• Step 3
  Ensure every call includes clear next steps or self-help resources before closing, even if the issue is unresolved.
  Why: Prevents callbacks and ensures customers know how to proceed.
  This week: #GI00135071

Escalation Lessons

No escalated case learning this week.

Evidence Calls