9Calls
2.11Avg Score
17m 25sAvg Handle Time
3Documented
3Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.11 | 9 |
| Technical Accuracy | 2.56 | 9 |
| Protocol | 1.56 | 9 |
| Communication | 2.22 | 9 |
Main focus: Hardware Fault Handling
V2 Rubric (Shadow Grading)
V2 overall: 30.96% across 8 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.13 |
| Technical Accuracy | 1.45 |
| Communication | 2.66 |
| Customer Ownership | 2.41 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.65 |
- Unresolved: 6
- Partial Resolution: 1
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 3 | 25m 09s | 2.8 | 3.0 | 1.33 | 2.67 | Outlier: 1.6x weekly median handle time |
| LN | 1 | 6m 33s | 1.0 | 1.0 | 1.0 | 1.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 5 | 31m 07s | 1.64 | 1.8 | 1.2 | 2.0 | ✓ |
| HARDWARE | 2 | 7m 07s | 1.5 | 1.0 | 1.0 | 1.5 | ✓ |
| SETUP | 3 | 27m 13s | 2.33 | 3.0 | 1.67 | 2.33 | |
| GENERAL INQUIRY | 1 | 3m 04s | 2.8 | 5.0 | 4.0 | 4.0 |
What You Did Well
- Mesh Troubleshooting1 of 1 MX4200 connectivity calls resolvedSuccessfully resolved MX4200 child node connectivity issue through firmware mismatch identification and remote session guidance across #TE00133469.Why this matters: Restored full mesh network functionality for customer with persistent connectivity problems.
Growth Focus
- Hardware Fault HandlingAppeared in 2 of 2 hardware fault callsFailed to collect model/serial numbers and warranty details before initiating MX6200 replacement in #TE00133474, violating RMA protocol.Why this matters: Risk of processing invalid warranties and non-compliant replacements.Example: In call fd55131c-69cb-11f1-829e-42010a660053, agent offered replacement without serial number or warranty verification.What better looks like: Always collect model, serial number, and verify warranty status before any replacement discussion.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Always collect product model and serial number before any troubleshooting or replacement discussionWhy: Prevents warranty violations and ensures proper support pathing
- Step 2Implement full mesh node troubleshooting flow (LED check, backhaul test, node reset) per KB before escalationWhy: Reduces unnecessary escalations and improves first-call resolutionThis week: #TE00133469
- Step 3Verify warranty status using serial number before offering any hardware replacementWhy: Compliance with universal_rma_replacement_protocol.mdThis week: #TE00133474
Escalation Lessons
#TE00133469 — MX4200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Firmware mismatch resolved; all nodes are now online and functioning.
Why it escalated: Firmware mismatch identified requiring Level 2 intervention
What L2 did:
- Performed remote firmware inspection
- Guided customer through node reset procedure
- Confirmed all nodes back online
L1 learning points:
- Collect product model/serial before escalation
- Document firmware version during triage
- Verify node status post-reset before closure
#TE00133474 — LN1200
Status: unknown_or_in_progress · Category: HARDWARE
What happened on the call: Customer to upload receipt; support will review and contact customer regarding warranty/RMA eligibility.
Why it escalated: Hardware safety issue (burning smell, melted unit) requiring immediate attention
What L2 did:
- Requested purchase receipt for warranty validation
- Advised safe unit disconnection
- Prepared for RMA processing
L1 learning points:
- Always collect serial number for hardware faults
- Follow product safety protocol immediately
- Document all customer-reported safety issues
#TE00118873 — MX4200
Status: resolved · Category: SETUP
What happened on the call: Agent promised to email generic setup instructions; no concrete troubleshooting steps provided.
Why it escalated: Mesh node stuck in solid purple state requiring reconfiguration
What L2 did:
- Guided through factory reset procedure
- Verified node re-addition via Linksys app
- Confirmed stable connection post-reset
L1 learning points:
- Interpret LED states per KB guidelines
- Follow complete mesh reconfiguration flow
- Verify post-reset functionality before closure
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| a677d048-68cc-11f1-82ea-42010a660053OUTBOUND | 2026-06-15 | 1.4 A 2P 1C 2 | 24.2% Needs Improvement | SETUP | Scheduled callback for Tuesday 10 AM EST; no troubleshooting performed. | |
| #TE00133469OUTBOUND | 2026-06-16 | 2.8 A 2P 2C 3 | 97.6% Meets / Exceeds | MX4200 | CONNECTIVITY | Firmware mismatch resolved; all nodes are now online and functioning. |
| #TE00133474OUTBOUND | 2026-06-16 | 1 A 1P 1C 1 | 0.0% Needs Improvement | LN1200 | HARDWARE | Customer to upload receipt; support will review and contact customer regarding warranty/RMA eligibility. |
| #TE00118873INBOUND | 2026-06-16 | 2.8 A 3P 1C 2 | 39.4% Needs Improvement | MX4200 | SETUP | Agent promised to email generic setup instructions; no concrete troubleshooting steps provided. |
| c82c41c0-69ca-11f1-9038-42010a623f91INBOUND | 2026-06-16 | 1.3 A 2P 1C 1 | 0.0% Needs Improvement | CONNECTIVITY | No resolution; call ended without troubleshooting or next-step guidance. | |
| fd55131c-69cb-11f1-829e-42010a660053OUTBOUND | 2026-06-16 | 1.3 A 1P 1C 2 | 0.0% Needs Improvement | CONNECTIVITY | Agent incorrectly declared resolution despite node showing blinking red (disconnected). No valid closure path provided. | |
| 547a9796-6b59-11f1-8bd0-42010a660053OUTBOUND | 2026-06-18 | 2.8 A 3P 2C 2 | 48.0% Needs Improvement | CONNECTIVITY | Customer advised to revert SSID names before replugging the node and email diagnostics. No confirmed fix provided. | |
| 47bd9706-6c08-11f1-a61e-42010a62006fINBOUND | 2026-06-19 | 2.8 A 5P 4C 4 | — | GENERAL INQUIRY | Callback from Level 2 technician scheduled within 5 minutes. | |
| 360fe20a-6c14-11f1-a15c-42010a660053OUTBOUND | 2026-06-19 | 2.8 A 4P 1C 3 | 38.5% Needs Improvement | MX6200 | HARDWARE | Customer to send requested photos; await email with return instructions and RMA details; ship defective unit; refund processed after verification. |