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

• Customer Information Collection1 of 1 callsCollected customer's email address which could be used for follow-up, as noted in coaching moments for call #PR00019307.
  Why this matters: Ensures continuity of support and allows for direct communication if needed.
  #PR00019307
• Prior Action Confirmation1 of 1 callsConfirmed customer had already reset the router, showing some attempt to understand prior actions, as noted in coaching moments for call #PR00019307.
  Why this matters: Demonstrates active listening and avoids redundant troubleshooting steps.
  #PR00019307

Growth Focus

• Incomplete Troubleshooting1 of 1 callsDid not perform basic troubleshooting steps required by KB: no modem-direct speed test, no power cycle, no WAN port speed check, as noted in coaching moments for call #PR00019307.
  Why this matters: Skipping essential troubleshooting steps leads to unresolved issues, increasing the risk of callbacks and customer frustration.
  Example: In call #PR00019307, the agent did not test upload speed directly at the modem or check WAN port speed, leaving the root cause unidentified.
  What better looks like: Always perform a modem-direct speed test, power cycle the router, and verify WAN port speed before concluding the issue is unresolved.
  #PR00019307
• Missing Diagnostic Path1 of 1 callsDid not access or guide customer to router dashboard to check settings or firmware, and provided no actionable solution for the upload-speed bottleneck, as noted in coaching moments for call #PR00019307.
  Why this matters: Failing to provide clear diagnostic paths prevents customers from resolving issues independently and increases support burden.
  Example: In call #PR00019307, the agent did not instruct the customer to check router dashboard settings or firmware, nor provide any testable solutions.
  What better looks like: Guide customers to access router dashboard (http://myrouter.local), verify WAN port speed, check firmware, and provide specific test commands.
  #PR00019307

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

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: Closing unresolved issues leads to repeat calls and customer frustration.
  This week: #PR00019307
• Step 2
  Always perform a modem-direct speed test and verify WAN port speed in the router dashboard for upload speed issues.
  Why: Skipping these steps leaves the root cause unidentified and prevents accurate diagnosis.
  This week: #PR00019307
• Step 3
  Guide customers to access router dashboard (http://myrouter.local) and check firmware/version during troubleshooting.
  Why: Firmware issues are a common cause of speed problems and must be verified.
  This week: #PR00019307

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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