Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect troubleshooting procedures

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

None recorded this week.

Growth Focus

• Incorrect troubleshooting proceduresAppeared in 1 of 1 callsCoaching moments identified four critical errors: providing an undocumented reset procedure (holding reset button until LED turns off), skipping WAN verification and modem power cycle, ignoring KB-led LED interpretation guidelines, and assuming pairing capability without confirming device compatibility.
  Why this matters: These errors prevented issue resolution, increased customer frustration, and created repeat call risk due to unresolved configuration problems.
  Example: In ticket #LTS00008682, instructing the customer to hold the reset button until the LED turns off (transcript [02:00], [03:00]) provided an invalid procedure that could have damaged the device.
  What better looks like: Always verify WAN connectivity, perform modem power cycle for LED issues, follow documented reset procedures, and confirm device model compatibility before assuming mesh capabilities.
  #LTS00008682
• Incomplete diagnostic approachAppeared in 1 of 1 callsThe agent failed to perform foundational diagnostics (WAN check, modem reboot) and ignored device-specific indicators (LED states), leading to unsupported assumptions about device capabilities and unresolved customer issues.
  Why this matters: Skipping basic diagnostics prevents accurate fault isolation, often resulting in incorrect resolutions or unnecessary escalations.
  Example: During the same call, the agent never checked WAN port status or interpreted the solid red LED (indicating no internet) per KB guidelines.
  What better looks like: Systematically verify WAN connection, power cycle modem, and interpret LED states before proceeding to device-specific troubleshooting.
  #LTS00008682

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before instructing any reset procedure, verify it against the current KB documentation for the exact device model and LED states.
  Why: Preventing device damage and ensuring valid troubleshooting steps reduces repeat calls and customer frustration.
• Step 2
  Always perform WAN connectivity check and modem power cycle before proceeding with device-specific troubleshooting for LED-related issues.
  Why: Skipping foundational diagnostics leads to misdiagnosis and unresolved issues, increasing escalation likelihood.
• Step 3
  Confirm device model compatibility with mesh procedures before assuming pairing capabilities.
  Why: Avoiding unsupported configurations prevents wasted time and incorrect guidance.
• Step 4
  Document all diagnostic steps performed and outcomes clearly in HappyFox notes, even when escalating.
  Why: Complete documentation helps L2 support and prevents repetition of basic troubleshooting.

Escalation Lessons

No escalated case learning this week.

Evidence Calls

Feedback