Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Product identification failure

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

None recorded this week.

Growth Focus

• Product identification failureOccurred in 1 of 1 callsIn call #LTS00135272, the agent failed to identify or confirm the product model before attempting troubleshooting, leading to incorrect instructions and an unresolved issue.
  Why this matters: Without correct product identification, agents risk providing invalid guidance, increasing callback likelihood and customer frustration.
  Example: The agent began suggesting reset steps without confirming the device model, resulting in confused and ineffective instructions.
  What better looks like: Always confirm the exact product model and firmware version before proceeding with any troubleshooting steps.
  #LTS00135272
• Incorrect reset guidanceOccurred in 1 of 1 callsAcross the same call, the agent provided vague and model-specific reset instructions that did not match Linksys KB procedures, causing customer confusion.
  Why this matters: Incorrect reset procedures can brick devices or create new issues, damaging customer trust and increasing escalation volume.
  Example: The agent instructed the customer to 'hold the reset button for 20 seconds' without specifying the correct button location or procedure for the FGW5500.
  What better looks like: Reference KB articles for model-specific reset procedures, including exact button locations, hold times, and expected LED behaviors.
  #LTS00135272

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before initiating any troubleshooting steps, confirm the exact product model and firmware version with the customer and verify against KB requirements.
  Why: Skipping model verification leads to incorrect guidance and unresolved issues
  This week: #LTS00135272
• Step 2
  When guiding resets, read KB-specified procedures verbatim including button locations, hold times, and expected indicator behaviors.
  Why: Deviating from KB procedures risks bricking devices or creating new issues
  This week: #LTS00135272
• Step 3
  Document all troubleshooting steps performed and customer responses in HappyFox before ending calls, even when issues remain unresolved.
  Why: Proper documentation ensures continuity of care and prevents repeat calls
  This week: #LTS00135272

Escalation Lessons

No escalated case learning this week.

Evidence Calls