Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Model/Serial collection

V2 Rubric (Shadow Grading)

V2 overall: 53.65% across 15 v2-scored calls this week2 auto-zeros

• Partial Resolution: 8
• Unresolved: 4
• Ownership Gap: 2
• Successful Resolution: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Accurate technical guidance8 of 14 callsProvided correct troubleshooting steps including power-cycle sequences, Ethernet cable reseat, and LED status interpretation across multiple calls (e.g., #LTS00135933 confirmed internet access via solid blue LED).
  Why this matters: Ensures customers receive reliable, KB-aligned instructions that resolve issues efficiently.
  #LTS00135933  ·  #LTS00135939  ·  #LTS00135983
• Clear communication7 of 14 callsMaintained polite, patient tone and provided structured next steps, reducing customer frustration (e.g., #LTS00136508 guided relocation of node with clear expectations).
  Why this matters: Improves customer experience and adherence to prescribed actions.
  #LTS00136508  ·  #LTS00135983  ·  #LTS00136155

Growth Focus

• Model/Serial collection9 of 14 callsFailed to capture product model and serial number early in calls despite customer providing them, leading to delayed or inaccurate troubleshooting (e.g., #LTS00135933 missed model/serial at [11:00]).
  Why this matters: Delays resolution and increases repeat calls due to missing critical hardware data.
  Example: In #LTS00135933, the agent did not record the WHW03 model or serial despite the customer stating it at timestamp 11:00, requiring later re-confirmation.
  What better looks like: Capture model and serial number within the first 2 minutes of the call, verify accuracy, and confirm warranty status.
  #LTS00135933  ·  #LTS00135939  ·  #LTS00136135
• Technical accuracy6 of 14 callsProvided incorrect information about post-reset SSID behavior, default passwords, and URL access (e.g., claimed Linksys cloud account is discontinued in #LTS00136499).
  Why this matters: Incorrect guidance leads to unresolved issues, customer confusion, and potential security risks.
  Example: In #LTS00136499, the agent incorrectly stated the Linksys cloud account is discontinued and assumed default admin password was 'admin' for SPNMX42TS model.
  What better looks like: Reference KB articles for model-specific defaults and verify URL accessibility before instructing customers.
  #LTS00136499  ·  #LTS00135939  ·  #LTS00136501

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Capture product model and serial number within the first 2 minutes of every call and confirm warranty eligibility.
  Why: Missing hardware data delays diagnosis and increases repeat contacts.
• Step 2
  Before instructing any reset or reconfiguration, verify internet/WAN status by connecting a computer directly to the modem.
  Why: Prevents unnecessary steps and misdirected troubleshooting.
  This week: #LTS00136501
• Step 3
  Reference model-specific KB articles for default credentials, reset methods, and post-reset behavior before providing guidance.
  Why: Ensures technical accuracy and avoids misinformation.
  This week: #LTS00136499

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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