3Calls
1.73Avg Score
9m 41sAvg Handle Time
1Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.73 | 3 |
| Technical Accuracy | 2.0 | 3 |
| Protocol | 1.33 | 3 |
| Communication | 2.0 | 3 |
Main focus: Technical accuracy
V2 Rubric (Shadow Grading)
V2 overall: 22.24% across 3 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.42 |
| Technical Accuracy | 1.25 |
| Communication | 1.25 |
| Customer Ownership | 1.9 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.79 |
- Unresolved: 3
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 8m 02s | 1.2 | 1.0 | 1.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 10m 33s | 1.9 | 1.5 | 1.0 | 1.0 | ✓ |
| CONNECTIVITY | 1 | 8m 51s | 1.4 | 1.0 | 1.0 | 3.0 | ✓ |
What You Did Well
- Professional communication1 of 1 calls with measurable communication scoresMaintained polite and professional tone throughout the call, acknowledged customer's time constraints, and agreed to reschedule appropriately.Why this matters: Ensures positive customer experience and builds trust, increasing likelihood of successful resolution in follow-up.
Growth Focus
- Technical accuracyAppeared in 2 of 3 callsProvided incorrect warranty information and support URL, failed to collect serial number, and omitted required RMA/escalation steps, leaving customers without clear resolution paths.Why this matters: Incorrect guidance risks customer frustration, repeat calls, and compliance issues; missing serial numbers block warranty validation and RMA processing.Example: In call e2f4f5e6-6912-11f1-874a-42010a660053, agent incorrectly stated a June 2023 MX8500 purchase was out of warranty and provided no RMA path.What better looks like: Verify warranty status via KB before denying claims, collect serial numbers upfront, and explain RMA/escalation options per protocol.
- Troubleshooting executionAppeared in 2 of 3 callsFailed to perform concrete troubleshooting steps (speed tests, reboots, LED checks) before deferring calls, resulting in unresolved issues and wasted time.Why this matters: Skipping immediate diagnostics prolongs customer downtime and increases callback risk; low-effort fixes often resolve common issues.Example: In call 54e7463a-69b4-11f1-ab49-42010a660053, agent discussed potential causes but performed no on-call troubleshooting, deferring to a follow-up.What better looks like: Execute at least one KB-recommended step (e.g., speed test, reboot) during the call before scheduling follow-ups.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before denying warranty replacement, verify product serial number and consult KB for warranty terms.Why: Incorrect warranty denials lead to customer frustration and repeat calls; serial numbers are required for RMA validation.
- Step 2Perform at least one concrete troubleshooting step (e.g., speed test, reboot) during the call before scheduling follow-ups.Why: Skipping on-call diagnostics prolongs customer downtime and increases callback risk.This week: #TE00133591
- Step 3Collect model and serial number at the start of every hardware-related call.Why: Missing device details block warranty validation, RMA processing, and accurate troubleshooting.
- Step 4Provide correct support URL (support.linksys.com) and immediate self-help options when applicable.Why: Incorrect URLs confuse customers and undermine trust in support resources.This week: #TE00133591
Escalation Lessons
#TE00133591 — MX6200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Scheduled follow-up call for 2:30 PM EST tomorrow; no troubleshooting or fix applied during this call.
Why it escalated: L1 was unable to perform any troubleshooting steps during the call and had to schedule a follow-up; the issue remained unresolved, requiring escalation to Level 2 for further diagnostic and resolution.
What L2 did:
- Escalated the ticket due to unresolved slow internet speed issue beyond L1 scope.
- Advanced the ticket to Level 2 technical support.
- Processed the callback and documented detailed issue description including device specs and troubleshooting attempts.
- Communicated with the customer to request a freehand drawing of the network topology for further analysis.
- Marked the ticket as resolved after customer agreement on next steps.
L1 learning points:
- Perform at least basic troubleshooting steps (e.g., speed test, reboot) during the call before deferring to follow-up.
- Collect product serial numbers and verify warranty status to enable proper support options.
- Provide correct support URLs and immediate self-help guidance to avoid customer confusion.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| e2f4f5e6-6912-11f1-874a-42010a660053OUTBOUND | 2026-06-15 | 1 A 1P 1C 1 | 5.9% Needs Improvement | MX8500 | HARDWARE | Agent incorrectly stated warranty expired and could not replace; no RMA, escalation, or self-help path offered. Call ended without resolution. |
| #TE00133591OUTBOUND | 2026-06-16 | 1.4 A 1P 1C 3 | 51.2% Needs Improvement | MX6200 | CONNECTIVITY | Scheduled follow-up call for 2:30 PM EST tomorrow; no troubleshooting or fix applied during this call. |
| 704034aa-6c48-11f1-9ae4-42010a660053OUTBOUND | 2026-06-20 | 2.8 A 4P 2C 2 | 9.6% Needs Improvement | HARDWARE | Agent will email customer with software-update instructions and further troubleshooting steps. |