Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy verification

V2 Rubric (Shadow Grading)

V2 overall: 34.39% across 3 v2-scored calls this week

• Partial Resolution: 2
• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Device identification accuracy2 of 3 callsCorrectly identified the E1200 as obsolete and no longer supported, aligning with KB guidance across 1 of 3 calls (#EOS00136290). Confirmed MR9000 model and serial number accurately across 1 of 3 calls (#LTS00136293).
  Why this matters: Prevents customers from attempting unsupported configurations on end-of-life devices
  #EOS00136290  ·  #LTS00136293
• Mesh restoration execution1 of 3 callsAccurately guided factory reset of blinking red nodes using 20-second hold and properly applied the 5-press pairing method on MX4200, restoring mesh connectivity across 1 of 3 calls (#LTS00100300).
  Why this matters: Enables customers to recover mesh networks after power disruptions without escalation
  #LTS00100300

Growth Focus

• Technical accuracy verification2 of 3 callsIncorrectly stated any Linksys mesh product works with MR9000 (contradicting KB) and misnamed non-existent products across 1 of 3 calls (#LTS00136293). Failed to verify internet connectivity after mesh restoration across 2 of 3 calls (#EOS00136290, #LTS00100300).
  Why this matters: Leads to customer purchasing incompatible hardware and creates support rework
  Example: Told customer any mesh node works with MR9000 (call #LTS00136293) despite KB stating cross-generation incompatibility
  What better looks like: Validate mesh compatibility against KB before recommending products and always verify internet connectivity post-troubleshooting
  #LTS00136293  ·  #LTS00100300
• Troubleshooting completeness2 of 3 callsFailed to perform basic troubleshooting (power cycle, LED checks) and omitted serial number collection across 1 of 3 calls (#EOS00136290). Provided ambiguous reset instructions ('press release press release') across 1 of 3 calls (#LTS00100300).
  Why this matters: Reduces first-call resolution and increases callback risk
  Example: Advised replacement of obsolete E1200 without any diagnostic steps (call #EOS00136290)
  What better looks like: Follow documented troubleshooting sequence and collect device identifiers before declaring hardware obsolete
  #EOS00136290  ·  #LTS00100300

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always verify internet connectivity and Wi-Fi functionality using KB-documented steps after completing mesh restorations
  Why: Prevents unresolved connectivity issues that lead to callbacks
  This week: #LTS00100300
• Step 2
  Consult velop_mesh_compatibility.md before recommending any mesh node for MR9000 or other Intelligent Mesh routers
  Why: Avoids selling customers incompatible hardware that renders networks non-functional
  This week: #LTS00136293
• Step 3
  Collect serial number, ISP information, and firmware version during initial device identification
  Why: Enables proper diagnostics and warranty validation
  This week: #EOS00136290

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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