Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy gaps

V2 Rubric (Shadow Grading)

V2 overall: 64.12% across 32 v2-scored calls this week3 auto-zeros

• Partial Resolution: 12
• Successful Resolution: 11
• Unresolved: 9

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate model identification23 of 29 callsConsistently captured correct product models and serial numbers across diverse device families, enabling precise troubleshooting. This appeared in 23 of your 29 calls, including #LTS00135982 (WHW03), #LTS00136044 (MX5500), and #LTS00136054 (EA7500).
  Why this matters: Ensures correct knowledge base application and avoids misdirected solutions, improving first-call resolution rates.
  #LTS00135982  ·  #LTS00136044  ·  #LTS00136054
• Clear resolution confirmation18 of 29 callsVerified solution success with the customer before closing in 18 calls, such as confirming solid green LEDs and internet access on devices in #LTS00135982 and #LTS00136087.
  Why this matters: Reduces callback risk by ensuring the issue is truly resolved before ending the interaction.
  #LTS00135982  ·  #LTS00136087  ·  #LTS00136359

Growth Focus

• Technical accuracy gaps9 of 29 callsProvided incorrect URLs (e.g., support.lynxsys.com instead of support.linksys.com) and advised unsupported procedures (5-press reset on LN1100) in 9 calls, including #LTS00110999 and #LTS00136389.
  Why this matters: Incorrect guidance erodes trust, potentially Misleading customers and increasing callback volume.
  Example: In #LTS00110999, the agent stated 'devices must log into the child node,' which is false—devices connect to the mesh network, not individual nodes.
  What better looks like: Always verify URLs against KB and confirm procedures align with device-specific documentation before advising customers.
  #LTS00110999  ·  #LTS00136389  ·  #LTS00136074
• Call efficiency losses7 of 29 callsHeld customers for extended periods without updates (e.g., 4-minute hold in #LTS00136054) and used repetitive troubleshooting without summarization in #LTS00135982.
  Why this matters: Reduces agent availability and frustrates customers, increasing perceived wait times and abandonment risk.
  Example: In #LTS00136054, the agent held the customer for 4 minutes without explaining the purpose, leading to confusion and inefficiency.
  What better looks like: Provide clear hold reasons and expected wait times; summarize steps completed and next actions before proceeding.
  #LTS00135982  ·  #LTS00136054  ·  #LTS00136359

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 is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
  Why: Prevents callbacks by ensuring the reported issue is truly resolved before ending the interaction.
  This week: #LTS00136359
• Step 2
  Verify all URLs and procedures against KB before advising customers, and correct any inaccuracies immediately.
  Why: Incorrect guidance erodes trust and can lead to misconfiguration or security risks.
  This week: #LTS00110999
• Step 3
  Provide clear hold reasons and expected wait times; summarize completed steps and next actions before proceeding with holds or complex troubleshooting.
  Why: Improves call efficiency and reduces customer frustration caused by unexplained delays.
  This week: #LTS00136054
• Step 4
  Collect and verify product model, serial number, and warranty status at the start of every call for accurate diagnostics and support eligibility.
  Why: Ensures appropriate knowledge base application and avoids misdirected solutions.

Escalation Lessons

Evidence Calls

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