Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incomplete troubleshooting

V2 Rubric (Shadow Grading)

No v2 shadow-grading data available for this week.

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite customer engagement1 of 2 callsAgent used customer's name and provided correct generic warranty information (three years) across call #LTS00135917.
  Why this matters: Builds trust and sets professional tone for customer interactions
  #LTS00135917
• Accurate technical guidance1 of 2 callsProvided consistent Linksys app instructions for clearing offline devices with no KB contradictions in call #GI00136126.
  Why this matters: Delivers correct technical solutions without risking customer confusion
  #GI00136126

Growth Focus

• Incomplete troubleshooting1 of 2 callsFailed to perform basic troubleshooting (power cycle, LED check) or obtain serial number for warranty verification in call #LTS00135917, leaving issue unresolved.
  Why this matters: Increases callback risk and prevents accurate warranty assessment
  Example: In #LTS00135917, agent confirmed blue LED but did not check firmware status or collect serial number, stating 'Our system doesn't store that information.'
  What better looks like: Always collect serial number for warranty cases and perform at least power cycle verification before closing
  #LTS00135917
• Abrupt call closure1 of 2 callsEnded call #GI00136126 without verifying action success or providing next steps, despite customer still needing account status verification.
  Why this matters: Leaves customer without resolution path and increases repeat call likelihood
  Example: In #GI00136126, after instructing to 'clear' devices, agent ended call abruptly with 'Okay, ma'am' without confirming resolution.
  What better looks like: Always verify action success and document next steps before closing unresolved issues
  #GI00136126

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Always collect device serial number before discussing warranty status on any support call
  Why: Prevents inability to verify coverage and reduces repeat calls for warranty validation
  This week: #LTS00135917
• Step 2
  Verify customer confirms resolution before ending calls, especially after technical instructions
  Why: Ensures issue is actually solved and prevents unresolved problems from recurring
  This week: #GI00136126
• Step 3
  Perform at least one basic troubleshooting step (power cycle/LED check) on all reported connectivity issues
  Why: Identifies simple fixes and prevents premature escalation

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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