Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy gaps

V2 Rubric (Shadow Grading)

V2 overall: 53.81% across 17 v2-scored calls this week2 auto-zeros

• Successful Resolution: 7
• Unresolved: 7
• Partial Resolution: 2
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate model identification8 of 16 callsCorrectly identified product models (MX4200, WHW03, MR7500) and collected serial numbers across 8 of 16 calls, enabling appropriate troubleshooting.
  Why this matters: Ensures correct resolution paths and avoids misapplied solutions.
  #LTS00135936  ·  #LTS00135946  ·  #LTS00136048
• Effective mesh recovery5 of 16 callsGuided customers through 5-press reset and local UI configuration for MX/WHW series, resolving connectivity in 5 calls (e.g., #LTS00135936, #LTS00136051).
  Why this matters: Restores network functionality without escalations.
  #LTS00135936  ·  #LTS00136051  ·  #LTS00136207

Growth Focus

• Technical accuracy gaps7 of 16 callsProvided incorrect product support statements (EA9500 unsupported claim), wrong URLs (support.linksyss.com), and misapplied 5-press method in 7 calls (e.g., #LTS00135935, #LTS00135936).
  Why this matters: Risks customer dissatisfaction and repeat calls due to misinformation.
  Example: In #LTS00135935, agent falsely claimed EA9500 was unsupported without verifying model eligibility.
  What better looks like: Verify product support status via KB before stating eligibility; use correct support URLs.
  #LTS00135935  ·  #LTS00135936  ·  #LTS00136158
• Call control inefficiencies6 of 16 callsLong silences, disorganized information gathering, and lack of closure summaries reduced efficiency in 6 calls (e.g., #LTS00136020, #LTS00136189).
  Why this matters: Increases handle time and customer frustration; risks unresolved issues.
  Example: In #LTS00136020, 30+ seconds of silence occurred during parental control troubleshooting.
  What better looks like: Use structured questioning, acknowledge silences, and provide clear next steps before closing.
  #LTS00136020  ·  #LTS00136189  ·  #LTS00136232

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Before stating product support eligibility, verify model against KB using the serial number and model provided by the customer.
  Why: Prevents misinformation that leads to customer frustration and repeat calls.
• Step 2
  Reserve the 5-press method exclusively for escalation diagnostics; use standard reset procedures for routine issues.
  Why: Avoids confusion and ensures proper troubleshooting flow.
  This week: #LTS00135936
• Step 3
  Implement structured call openings: acknowledge issue, confirm model/serial, and outline next steps within 30 seconds.
  Why: Reduces silences and improves customer experience.
  This week: #LTS00136020
• Step 4
  Practice concise closure summaries: restate issue, solution, and next steps before ending calls.
  Why: Ensures customer understanding and reduces follow-up needs.
  This week: #LTS00136189
• Step 5
  When guiding app usage, verify model compatibility and direct to web UI if the app is deprecated.
  Why: Prevents wasted time and unresolved issues.
  This week: #LTS00135991

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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