Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Technical accuracy

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Follow-up initiation1 of 1 callsAgent attempted to send a follow-up email to the customer to gather additional information for troubleshooting [69:00].
  Why this matters: Proactive follow-up helps secure necessary data for effective resolution and reduces repeat contacts.
  #EOS00136485

Growth Focus

• Technical accuracy1 of 1 callsAgent provided multiple pieces of incorrect technical guidance contradicting KB documentation, including reset procedures, router credentials, support URL, and firmware update method, leading to unresolved issue [03:00, 13:00, 22:00, 23:00–25:00].
  Why this matters: Incorrect guidance wastes customer time, erodes trust, and increases likelihood of callbacks or escalations.
  Example: In ticket #EOS00136485, agent instructed customer to hold reset button for 10 minutes (KB contradicts this) and provided support URL www.lex6.com instead of support.linksys.com.
  What better looks like: Verify all instructions against current KB before delivering; use only official Linksys support URLs; follow documented firmware update process via router UI.
  #EOS00136485

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before providing any device configuration instructions, open the relevant KB article and read the exact steps aloud to the customer.
  Why: Prevents dissemination of outdated or incorrect procedures that block issue resolution.
• Step 2
  When directing customers to support resources, always confirm the URL is support.linksys.com before sharing it.
  Why: Avoids sending customers to malicious or irrelevant sites, protecting brand reputation.
  This week: #EOS00136485
• Step 3
  If a customer reports unresolved speed issues after basic troubleshooting, escalate immediately using the escalation protocol.
  Why: Early escalation prevents prolonged incorrect guidance and reduces customer frustration.
  This week: #EOS00136485

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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