Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inaccurate Support Guidance

V2 Rubric (Shadow Grading)

V2 overall: 10.32% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Correct Technical Identification1 of 1 callsAgent correctly identified that separating 2.4 GHz and 5 GHz bands is necessary for IoT device compatibility.
  Why this matters: Proper identification of Wi-Fi band separation prevents misconfiguration and supports successful IoT device connectivity.
  #LTS00136497

Growth Focus

• Inaccurate Support Guidance1 of 1 callsThe agent provided an incorrect support URL (LynxS.com) and failed to offer necessary configuration steps to separate 2.4 GHz and 5 GHz bands or guide access to router settings, occurring in the single call handled this week (#LTS00136497).
  Why this matters: Directing customers to non-Linksys websites risks brand reputation and delays resolution; omitting configuration steps prevents customers from resolving connectivity issues independently.
  Example: In call #LTS00136497, the agent directed the customer to LynxS.com instead of support.linksys.com and did not provide steps to separate Wi-Fi bands or access router settings, leaving the customer's IoT devices still unconnected.
  What better looks like: Always verify and provide official Linksys support URLs, and include step-by-step configuration guidance for band separation and router access as per KB documentation.
  #LTS00136497
• Protocol Violation - Missing Device Data1 of 1 callsThe agent did not collect serial numbers or verify warranty status during the support call, violating standard protocol for product support, in the single call this week (#LTS00136497).
  Why this matters: Failing to collect device identifiers prevents accurate diagnostics, warranty verification, and proper escalation, potentially leading to unresolved cases and repeat contacts.
  Example: On #LTS00136497, the agent concluded the call without requesting serial numbers or checking warranty status, despite the customer reporting issues with MBE7000 mesh devices.
  What better looks like: Collect serial numbers and verify warranty status for all product support calls as per standard operating procedures, especially before closing or escalating.
  #LTS00136497

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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: Closing without verification leads to unresolved issues and repeat calls.
  This week: #LTS00136497
• Step 2
  Always provide official Linksys support URLs (support.linksys.com or linksyssmartwifi.com) instead of third-party sites.
  Why: Using non-Linksys websites confuses customers and risks sending them to unsupported resources.
  This week: #LTS00136497
• Step 3
  Collect serial numbers and verify warranty status for all product support calls before closing or escalating.
  Why: Missing device data prevents proper diagnostics, warranty checks, and effective escalation.
  This week: #LTS00136497
• Step 4
  Provide step-by-step configuration guidance for separating 2.4 GHz and 5 GHz bands on mesh systems, including accessing router settings via http://myrouter.local.
  Why: Omitting configuration steps leaves customers unable to resolve connectivity issues independently.
  This week: #LTS00136497

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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