Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Diagnostic Depth

V2 Rubric (Shadow Grading)

V2 overall: 57.98% across 24 v2-scored calls this week

• Partial Resolution: 8
• Unresolved: 8
• Successful Resolution: 6
• Appropriate Escalation: 2

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Technical Accuracy12 of 24 callsConsistently provided correct product-specific guidance and troubleshooting steps aligned with KB articles across multiple product families, including Velop and MR series devices.
  Why this matters: Ensures customers receive reliable solutions, reducing repeat calls and improving customer satisfaction.
  #LTS00087002  ·  #TE00135929  ·  #LTS00136168
• Escalation Management5 of 24 callsEffectively identified L1 ceiling limitations and initiated appropriate escalations with clear documentation and customer communication.
  Why this matters: Accelerates resolution for complex issues while maintaining customer trust through transparency.
  #TE00135929  ·  #TE00136148  ·  #PR00136325

Growth Focus

• Diagnostic DepthAppeared in 8 of 24 callsFrequently skipped critical diagnostic steps such as modem/WAN verification and direct connectivity tests before concluding hardware faults or escalating.
  Why this matters: Leads to misdiagnosis, unnecessary escalations, and potential misapplication of hardware replacements.
  Example: In call #TE00136148, skipped modem test before concluding DFS limitation was regional rather than device-related.
  What better looks like: Always perform modem/WAN verification (direct PC connection) and LED status checks before concluding hardware issues.
  #TE00136148  ·  #LTS00135944  ·  #TE00136654
• LED State InterpretationOccurred in 6 of 24 callsConsistently misinterpreted LED colors (e.g., referring to 'solid pink' instead of 'solid purple') leading to incorrect troubleshooting paths.
  Why this matters: Results in wasted time and potential misapplication of reset procedures, increasing customer effort.
  Example: In call #LTS00136340, described child node LED as 'solid pink' when correct state is 'solid purple' (setup mode).
  What better looks like: Refer strictly to KB-defined LED states: solid purple (setup), solid blue (online), solid red (no internet), blinking white (pairing).
  #LTS00136340  ·  #LTS00136652  ·  #EOS00136522

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before concluding hardware failure on any mesh node, always perform a direct modem-to-PC connectivity test to verify WAN status.
  Why: Prevents misdiagnosis of ISP issues as hardware faults, reducing unnecessary replacements and escalations.
• Step 2
  When interpreting LED states, strictly reference KB definitions (solid purple=setup, solid blue=online, solid red=no internet) and avoid descriptive terms like 'pink'.
  Why: Ensures accurate troubleshooting and prevents application of incorrect reset procedures.
  This week: #LTS00136340
• Step 3
  For Velop (Intelligent Mesh) devices, use the Pair button for node addition instead of the 5-press method, which is reserved for diagnostic escalation.
  Why: Avoids misapplication of diagnostic tools and ensures proper node pairing.
  This week: #LTS00136138
• Step 4
  Document all troubleshooting steps and customer responses in HappyFox notes before escalating, including LED observations and test results.
  Why: Provides L2 support with complete context, improving resolution efficiency and reducing repeat callbacks.
• Step 5
  When encountering regional feature limitations (e.g., DFS channel width), provide the exact KB reference and clear next steps instead of speculative workarounds.
  Why: Maintains technical accuracy and sets proper customer expectations.
  This week: #TE00136148

Escalation Lessons

Evidence Calls

Feedback