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Week-over-Week Progress

Scorecard

Main focus: Diagnostic omission

V2 Rubric (Shadow Grading)

V2 overall: 47.59% across 24 v2-scored calls this week2 auto-zeros

• Unresolved: 14
• Partial Resolution: 5
• Successful Resolution: 4
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Clear troubleshooting guidance8 of 20 callsProvided step-by-step reset and pairing instructions for mesh nodes across 8 of your 20 calls, including precise timing and LED verification (e.g., #LTS00136092, #LTS00136104).
  Why this matters: Reduces customer effort and repeat calls by ensuring consistent, accurate technical direction.
  #LTS00136092  ·  #LTS00136104  ·  #LTS00136614
• Customer engagement5 of 20 callsUsed personalized language and acknowledged frustration in 5 calls (e.g., "I appreciate you bringing this to our attention" in #LTS00136104), improving perceived empathy.
  Why this matters: Increases customer satisfaction and cooperation during troubleshooting.
  #LTS00136104  ·  #LTS00136095  ·  #LTS00136275

Growth Focus

• Diagnostic omission7 of 20 callsSkipped modem-direct tests and WAN status checks before closure in 7 calls (e.g., #EOS00136093, #LTS00136105), leading to unresolved issues and callbacks.
  Why this matters: Increases risk of repeat calls and customer frustration due to incomplete troubleshooting.
  Example: In #EOS00136093, the agent recommended hardware replacement without verifying ISP modem status, resulting in an unresolved intermittent connectivity case.
  What better looks like: Before suggesting hardware changes, always test connectivity directly at the ISP modem and check WAN/Internet status in the router UI.
  #EOS00136093  ·  #LTS00136105  ·  #EOS00136280
• Technical inaccuracy5 of 20 callsProvided non-existent LED states (e.g., "solid purple") and incorrect URLs in 5 calls (e.g., #GI00136456, #EOS00136280), causing customer confusion.
  Why this matters: Undermines trust and forces customers to re-learn correct procedures, increasing support load.
  Example: In #GI00136456, the agent described a "solid purple" LED state for MR9610, which does not exist in Linksys documentation, delaying resolution.
  What better looks like: Reference only documented LED states (solid blue, blinking blue, solid red, blinking red) and verified URLs (e.g., http://myrouter.local).
  #GI00136456  ·  #EOS00136280  ·  #LTS00136275

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 unresolved issues and callbacks by ensuring the customer validates the solution live.
• Step 2
  Always verify WAN/Internet status at the ISP modem and check router UI for IP address before suggesting hardware changes.
  Why: Avoids unnecessary hardware recommendations and ensures proper diagnostic coverage.
  This week: #EOS00136093
• Step 3
  Reference only documented LED states (solid blue, blinking blue, solid red, blinking red) and verified URLs (e.g., http://myrouter.local).
  Why: Maintains accuracy and prevents customer confusion caused by non-existent indicators or URLs.
  This week: #GI00136456

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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