Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical troubleshooting accuracy

V2 Rubric (Shadow Grading)

V2 overall: 56.15% across 3 v2-scored calls this week

• Partial Resolution: 2
• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Professional communication3 of 4 callsMaintained polite and patient tone throughout interactions, acknowledged customer frustration, and expressed agreement that delays were unreasonable.
  Why this matters: Builds trust and reduces escalation risk by de-escalating customer frustration.
  #LTS00135064  ·  #RR00120940
• Accurate mesh setup guidance1 of 4 callsCorrectly explained that the LN1600 must be the main unit and the 5500 can only be added as a secondary node via wireless mesh.
  Why this matters: Prevents misconfiguration and ensures correct network architecture.
  None

Growth Focus

• Technical troubleshooting accuracy2 of 4 callsIncorrectly interpreted LED states, reset procedures, and port identification for MX6200, and omitted mandatory connectivity checks before concluding hardware failure.
  Why this matters: Leads to unresolved issues, repeat calls, and incorrect hardware replacements.
  Example: In call #LTS00135064, instructed a 15-second reset press instead of proper pairing preparation for MX6200, misinterpreting steady blue LED as fault.
  What better looks like: Follow KB-guided troubleshooting: verify LED meanings, use correct Pair button/5-press method, and attempt router login/power cycle before hardware conclusion.
  #LTS00135064
• Case documentation and escalation2 of 4 callsFailed to collect essential product details, create support cases, or provide concrete escalation paths/timelines, leaving customers without clear next steps.
  Why this matters: Violates protocol, delays resolution, and compromises customer experience.
  Example: In call #RR00120940, no product details were collected, no case was created, and only vague promises to 'urge sales' were given with no timeline.
  What better looks like: Collect model/serial numbers, create HappyFox cases, document troubleshooting, and provide explicit escalation steps with timelines before closing.
  #RR00120940

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before concluding any hardware failure, complete power cycle, router login, and WAN status check per KB universal_isp_modem_diagnostics.md.
  Why: Skipping these steps leads to incorrect diagnoses and unnecessary replacements.
  This week: #LTS00135064
• Step 2
  Collect and document serial numbers and warranty status for all replacement/RMA requests before closing calls.
  Why: Ensures proper case creation and avoids protocol violations.
  This week: #RR00120940
• Step 3
  When guiding customers through MX6200 setup, use correct pairing methods (Pair button or 5-press) and interpret LED states per KB.
  Why: Prevents misconfiguration and unresolved connectivity issues.
  This week: #LTS00135064
• Step 4
  Create a HappyFox case and provide a concrete escalation path/timeline before ending any call about delayed replacements or unresolved issues.
  Why: Meets protocol requirements and sets customer expectations.
  This week: #RR00120940
• Step 5
  Confirm customer understanding of mesh hierarchy requirements (LN1600 as parent, 5500 as secondary) before closing mesh-related inquiries.
  Why: Prevents follow-up calls due to incorrect configuration.

Escalation Lessons

No escalated case learning this week.

Evidence Calls