Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Missed credential location

V2 Rubric (Shadow Grading)

V2 overall: 11.67% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate product identification1 of 1 callsCorrectly identified the router model (WRT54G) early in the call and accurately communicated its end-of-life status with the correct timeline.
  Why this matters: Ensures customers receive appropriate guidance based on accurate product classification, preventing misdirected troubleshooting.
  #LTS00135735
• Correct support resources1 of 1 callsProvided the correct support URL (support.linksys.com) for the customer to obtain credentials.
  Why this matters: Directs customers to authoritative self-help resources, reducing future support requests.
  #LTS00135735

Growth Focus

• Missed credential location1 of 1 callsFailed to guide the customer to check the router label for default Wi-Fi credentials, which is the standard first step per KB guidance. This omission left the customer without immediate access to required information.
  Why this matters: Customers experience increased frustration and may require additional calls when forced to search for credentials without direction.
  Example: In ticket #LTS00135735, the agent did not instruct the customer to check the router label despite this being the primary source for default credentials per KB.
  What better looks like: Always guide customers to check the router label for SSID/password before directing them to alternative sources.
  #LTS00135735
• Incorrect technical claim1 of 1 callsIncorrectly suggested that newer routers are needed for 2.4 GHz support, contradicting KB content that confirms the WRT54G supports this frequency. This misinformation could lead customers to unnecessary hardware purchases.
  Why this matters: Provides false requirements that may result in customer expense and erodes trust in support accuracy.
  Example: In ticket #LTS00135735, the agent implied newer hardware was required for 2.4 GHz support, which is factually incorrect for the discussed WRT54G model.
  What better looks like: Refer to KB documentation to verify device capabilities before making statements about required hardware upgrades.
  #LTS00135735

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before closing calls involving Wi-Fi credentials, always guide customers to check the router label for default SSID/password.
  Why: Skipping this step forces customers to search for credentials elsewhere, increasing frustration and potential callbacks.
  This week: #LTS00135735
• Step 2
  Verify device capabilities against KB documentation before stating hardware requirements.
  Why: Incorrect statements about required upgrades can lead to unnecessary customer spending.
  This week: #LTS00135735
• Step 3
  Structure calls with clear step-by-step guidance to reduce silences and improve efficiency.
  Why: Unstructured calls with long silences create poor customer experience and increase handling time.
  This week: #LTS00135735

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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