Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 45.95% across 10 v2-scored calls this week

• Unresolved: 4
• Partial Resolution: 3
• Successful Resolution: 3

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Essential Info Collection7 of 9 callsConsistently collected model number, serial number, customer name, and email across multiple calls (e.g., calls #EOS00135987, #LTS00136045, #LTS00136075).
  Why this matters: Enables accurate troubleshooting and ensures proper case documentation.
  #LTS00108338  ·  #EOS00135987  ·  #LTS00136075
• Polite Communication6 of 9 callsMaintained calm, empathetic tone and acknowledged customer efforts, especially in sensitive contexts (e.g., calls #EOS00135987, #LTS00136075).
  Why this matters: Builds trust and reduces customer frustration.
  #EOS00135987  ·  #LTS00136075  ·  #LTS00136085

Growth Focus

• Technical Accuracy5 of 9 callsProvided incorrect product support status, invalid URLs, and misapplied reset procedures (e.g., calls #EOS00135987, #LTS00136035, #LTS00136251).
  Why this matters: Leads to customer confusion, repeated calls, and potential misdiagnosis.
  Example: In call #EOS00135987, incorrectly stated WRT3200 is 'end of support' and omitted checking the router label for default Wi-Fi password.
  What better looks like: Verify product support status via KB before stating it, and always advise checking the router label for default credentials on WRT series models.
  #EOS00135987  ·  #LTS00136035  ·  #LTS00136251
• Resolution Verification4 of 9 callsClosed calls without confirming issue resolution or providing clear next steps (e.g., calls #LTS00108338, #LTS00136035, #LTS00136075).
  Why this matters: Increases callback risk and leaves customers without confidence in the solution.
  Example: In call #LTS00108338, closed without establishing any concrete next step, leaving the customer with no resolution path.
  What better looks like: Before closing, always confirm the issue is resolved with the customer and document clear next steps if follow-up is needed.
  #LTS00108338  ·  #LTS00136035  ·  #LTS00136075

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 unresolved issues and reduces callback rate.
  This week: #LTS00108338
• Step 2
  Always collect product model, serial number, and warranty status at the beginning of the call for registration or configuration issues.
  Why: Enables accurate troubleshooting and ensures proper case documentation.
  This week: #EOS00135987
• Step 3
  Verify product support status via KB before stating it is end-of-support or offering self-help resources.
  Why: Avoids misleading customers and ensures appropriate support paths.
  This week: #EOS00135987

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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