Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Admin Password Guidance

V2 Rubric (Shadow Grading)

V2 overall: 84.37% across 1 v2-scored calls this week

• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Product Identification1 of 1 callsCorrectly identified the product model as MX5500 and confirmed it via case lookup across 1 of 1 calls.
  Why this matters: Ensures correct troubleshooting path is followed, improving resolution efficiency
  #GI00006621
• Recovery Key Guidance1 of 1 callsAccurately guided the customer to use the five-digit recovery key on myrouter.info to reset the admin password without performing a factory reset, preserving settings across 1 of 1 calls.
  Why this matters: Preserves customer settings and avoids unnecessary factory resets, improving customer satisfaction
  #GI00006621

Growth Focus

• Incorrect Admin Password Guidance1 of 1 callsStated the customer would not need the admin password for future app logins after a reset, which is factually incorrect — the Linksys app requires the admin password to log in after a router reset. Occurred in 1 of 1 calls.
  Why this matters: Customers may be unable to access the app post-reset, leading to repeat calls and frustration
  Example: In call #GI00006621, the agent said 'you would not need the admin password for future app logins', which is incorrect for MX5500 devices
  What better looks like: Inform customers that the admin password is required for all future app logins after a reset
  #GI00006621
• Irrelevant Instruction1 of 1 callsProvided an irrelevant instruction to turn off cellular/5G data — accessing myrouter.info only requires Wi-Fi connection, not disabling cellular data. Occurred in 1 of 1 calls.
  Why this matters: Wastes customer time and may cause confusion or connectivity issues
  Example: In call #GI00006621, the agent instructed the customer to turn off cellular data, which is unnecessary for accessing myrouter.info
  What better looks like: Only provide instructions relevant to the customer's connectivity method; for myrouter.info access, ensure Wi-Fi is used but do not instruct to disable cellular data
  #GI00006621

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 involves a password reset, confirm with the customer that the app can now locate the router and that they can log in with the new password
  Why: Prevents customers from being unable to access the app post-reset, reducing repeat calls
  This week: #GI00006621
• Step 2
  Avoid stating that customers do not need their admin password for future app logins after a router reset
  Why: Ensures customers have the correct information to access management features, preventing lockout issues
  This week: #GI00006621
• Step 3
  Only provide instructions relevant to the customer's connectivity method; do not instruct customers to disable cellular data when accessing myrouter.info
  Why: Saves customer time and avoids unnecessary steps that could disrupt their connectivity
  This week: #GI00006621

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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