Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Support URL

V2 Rubric (Shadow Grading)

V2 overall: 65.0% across 1 v2-scored calls this week

• Appropriate Escalation: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Mesh Compatibility Explanation1 of 1 callsCorrectly explained cross-generation mesh compatibility between MX6200 and MX4200 — aligns with KB guidance. This occurred in 1 of 1 calls (ticket #TE00136182).
  Why this matters: Ensures customers receive accurate technical information about device interoperability, preventing misconfigurations.
  #TE00136182
• Valid Upgrade Path1 of 1 callsOffered valid upgrade path with MX6200 as courtesy replacement, demonstrating customer-centric problem-solving. This occurred in 1 of 1 calls (ticket #TE00136182).
  Why this matters: Provides customers with viable solutions even when their preferred option isn't available, enhancing satisfaction.
  #TE00136182

Growth Focus

• Incorrect Support URL1 of 1 callsProvided wrong support website (support.misys.com) contradicting KB guidance. Occurred in 1 of 1 calls (ticket #TE00136182).
  Why this matters: Directs customers to incorrect resources, causing frustration and potential delays.
  Example: Agent directed customer to support.misys.com instead of the correct support.linksys.com/kb/article/90-en.
  What better looks like: Always verify and provide the correct support URL as per KB documentation.
  #TE00136182
• Missing Serial Number1 of 1 callsDid not collect serial number or verify warranty status — protocol miss for out-of-warranty replacement discussion. Occurred in 1 of 1 calls (ticket #TE00136182).
  Why this matters: Fails to confirm eligibility for replacement programs and may lead to processing errors.
  Example: Agent did not ask for serial number during out-of-warranty replacement discussion.
  What better looks like: Collect serial number and verify warranty status before discussing replacement options.
  #TE00136182

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Verify and provide the correct support URL from KB documentation before sharing any resources with customers.
  Why: Preventing customer frustration and ensuring they access accurate information reduces repeat contacts and escalations.
  This week: #TE00136182
• Step 2
  Collect serial number and verify warranty status at the beginning of all out-of-warranty replacement discussions.
  Why: Confirming eligibility upfront avoids processing errors and compliance issues later in the conversation.
  This week: #TE00136182
• Step 3
  Use precise product terminology (e.g., 'LAN port' instead of 'land port') in all customer interactions.
  Why: Clear communication prevents misunderstandings that could lead to incorrect configurations or callbacks.
  This week: #TE00136182

Escalation Lessons

Evidence Calls

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