Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect technical guidance

V2 Rubric (Shadow Grading)

V2 overall: 52.8% across 4 v2-scored calls this week

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

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate technical troubleshooting2 of 4 callsSuccessfully diagnosed and resolved customer issues by providing correct procedures, such as resetting the router admin password and adding a child node (call #LTS00136324) and swapping hardware to restore connectivity (call #LTS00136378).
  Why this matters: Ensures customers achieve functional solutions quickly, reducing repeat calls and improving satisfaction.
  #LTS00136324  ·  #LTS00136378
• Professional communication3 of 4 callsMaintained a calm and polite tone throughout challenging calls, such as during troubleshooting failures (call #LTS00135985) and guiding customers through multi-step processes (call #LTS00136324).
  Why this matters: Builds trust and reduces customer frustration, encouraging cooperation.
  #LTS00135985  ·  #LTS00136324

Growth Focus

• Incorrect technical guidance3 of 4 callsProvided inaccurate URLs and instructions, such as 'extender.lankis.com' instead of 'extender.linksys.com' (call #LTS00135985) and directing customers to click app images instead of providing correct router access URLs (call #LTS00136157). This led to customer confusion and unresolved issues.
  Why this matters: Customer cannot proceed with correct troubleshooting, leading to prolonged issues, repeat calls, and frustration.
  Example: In call #LTS00135985, provided 'extender.lankis.com' which is invalid, preventing customer from accessing the extender setup.
  What better looks like: Always verify and provide correct Linksys domain URLs (e.g., extender.linksys.com) and local router URLs (myrouter.local or [REDACTED_PHONE]).
  #LTS00135985  ·  #LTS00136157  ·  #LTS00136378
• Protocol violations2 of 4 callsInitiated unauthorized remote sessions via Zoho (call #LTS00135985) and requested remote desktop access (call #LTS00136378), violating Linksys security policies and potentially compromising customer data. These actions also undermined trust and deviated from standard support procedures.
  Why this matters: Violates company policy, risks customer data exposure, and can lead to disciplinary action.
  Example: In call #LTS00135985, initiated unauthorized remote session using join.zoho.com without customer explicit consent per policy.
  What better looks like: Use only approved support methods; obtain explicit, informed consent before any remote access, and follow escalation protocols for complex issues.
  #LTS00135985  ·  #LTS00136378

Callback Flags

No callback chains detected.

Documentation Accuracy

Practice Plan

• Step 1
  Verify and provide correct URLs for all Linksys resources before instructing customers
  Why: Incorrect URLs prevent customers from accessing necessary tools, leading to unresolved issues and repeat calls
  This week: #LTS00135985
• Step 2
  Obtain explicit customer consent and follow protocol before any remote access requests
  Why: Unauthorized remote access violates security policies and risks customer data exposure
  This week: #LTS00135985
• Step 3
  Use approved troubleshooting steps for router access issues, such as providing local URLs (myrouter.local) instead of app-based guidance
  Why: Ensures customers can successfully access router interfaces and resolve issues independently
  This week: #LTS00136157
• Step 4
  Confirm main router internet connectivity before troubleshooting extenders or child nodes
  Why: Extenders cannot function without upstream connectivity, avoiding wasted troubleshooting effort
  This week: #LTS00135985

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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