Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: ISP/modem diagnostics

V2 Rubric (Shadow Grading)

V2 overall: 58.68% across 35 v2-scored calls this week

• Successful Resolution: 12
• Unresolved: 12
• Partial Resolution: 9
• Appropriate Escalation: 1
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct 5-press escalation3 of 38 callsCorrectly identified MX5500 and WHW03 as 5-press compatible models and executed the escalation method properly across multiple calls (e.g., #LTS00136057, #LTS00136269).
  Why this matters: Ensures proper escalation for mesh-related issues, reducing repeat calls and customer frustration.
  #LTS00136057  ·  #LTS00136269
• Detailed case documentation5 of 38 callsCaptured serial numbers and created LTS tickets for engineering follow-up, ensuring case continuity (e.g., #EOS00135951, #LTS00136057).
  Why this matters: Improves case handoff and reduces repeat contacts by providing L2 with essential diagnostics.
  #EOS00135951  ·  #LTS00136057

Growth Focus

• ISP/modem diagnostics7 of 38 callsFailed to verify ISP/modem WAN status before focusing on router UI in multiple calls, violating diagnostic protocol (e.g., #EOS00135951, #LTS00136057).
  Why this matters: Skipping WAN checks leads to misdiagnosis, unnecessary escalations, and customer frustration due to unresolved connectivity issues.
  Example: In call #EOS00135951, the agent focused on router UI without confirming modem status, causing a missed WAN issue.
  What better looks like: Always perform ISP/modem diagnostics (power cycle, WAN LED check, direct computer test) before router-level troubleshooting.
  #EOS00135951  ·  #LTS00136057
• Warranty and support eligibility9 of 38 callsDid not collect or confirm warranty status despite having serial numbers in 9 calls this week (e.g., #EOS00135951, #TE00109828).
  Why this matters: Missing warranty info risks providing unsupported guidance and complicates escalation decisions.
  Example: In call #EOS00135951, warranty status wasn't confirmed despite serial number availability, leading to potential misguidance.
  What better looks like: Capture warranty status using serial number at the start of every call and reference support eligibility before proceeding.
  #EOS00135951  ·  #TE00109828

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Prevents callbacks due to unresolved issues and ensures customer confidence in the solution.
  This week: #EOS00135951
• Step 2
  Always collect and verify warranty status using the serial number at the start of every call.
  Why: Ensures appropriate support guidance and avoids providing unsupported solutions.
  This week: #EOS00135951
• Step 3
  Perform ISP/modem diagnostics (power cycle, WAN LED check, direct computer test) before router-level troubleshooting.
  Why: Avoids misdiagnosis and reduces escalations by identifying upstream issues early.
  This week: #LTS00136057
• Step 4
  When suggesting factory resets, clearly explain the process and obtain confirmation before proceeding.
  Why: Reduces customer confusion and ensures proper execution of critical steps.
  This week: #LTS00136269
• Step 5
  Use the correct local router access URLs (e.g., http://[REDACTED_PHONE] or http://myrouter.local) instead of generic URLs.
  Why: Prevents access failures and improves first-call resolution rates.
  This week: #EOS00136187

Escalation Lessons

Evidence Calls

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