Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Inaccurate LED status guidance

V2 Rubric (Shadow Grading)

V2 overall: 46.52% across 53 v2-scored calls this week1 auto-zero

• Unresolved: 22
• Successful Resolution: 19
• Partial Resolution: 9
• Appropriate Escalation: 2
• Ownership Gap: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Precise model identification8 of 20 callsAccurately identified product models (MX6200, WHW03, SPNM60CF) and applied model-specific procedures like 5-press pairing across 8 of your 20 calls, notably in #LTS00091926 and #LTS00135822.
  Why this matters: Ensures correct troubleshooting paths are followed, reducing misdiagnosis and repeat calls.
  #LTS00091926  ·  #LTS00135822  ·  #LTS00136065
• Effective escalation handling1 of 2 escalationsProperly escalated unresolved hardware issues (MX4200 SSID broadcast failure) with clear next steps and receipt request in #LTS00136249, ensuring timely L2 resolution.
  Why this matters: Accelerates resolution for complex issues and maintains customer trust.
  #LTS00136249

Growth Focus

• Inaccurate LED status guidanceAppeared in 2 of 20 callsProvided incorrect LED color information (solid purple vs. solid blue for MX6200 readiness) in #LTS00091926 and solid green vs. solid blue for WHW03 operation in #LTS00135822, causing confusion.
  Why this matters: Leads to misinterpretation of device state, potential misconfiguration, and repeat calls.
  Example: In #LTS00091926, stating 'solid purple' instead of 'solid blue' delayed proper pairing confirmation.
  What better looks like: Reference KB documentation for model-specific LED states and verify with customer before proceeding.
  #LTS00091926  ·  #LTS00135822
• Incomplete warranty verification5 of 20 callsFailed to verify warranty status or perform SN lookup in 5 calls (e.g., #LTS00135931, #LTS00136030), missing critical protocol steps for hardware troubleshooting.
  Why this matters: Risks misclassifying support eligibility and delays appropriate resolution paths.
  Example: In #LTS00135931, warranty status was not checked before advising Instancy Safety configuration.
  What better looks like: Always collect and verify serial number, model, and warranty status at the start of troubleshooting calls.
  #LTS00135931  ·  #LTS00136030  ·  #LTS00136047

Callback Flags

No callback chains detected.

Documentation Accuracy

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 callbacks caused by unverified fixes.
• Step 2
  Always collect and verify serial number, model, and warranty status at the start of troubleshooting calls.
  Why: Ensures correct support path and avoids misclassifying warranty eligibility.
  This week: #LTS00135931
• Step 3
  Reference KB documentation for model-specific LED states and reset procedures before providing guidance.
  Why: Prevents inaccurate technical advice that confuses customers and causes re-engagement.
  This week: #LTS00091926

Escalation Lessons

Evidence Calls

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