1Calls
1.10Avg Score
—Avg Handle Time
1Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.1 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 2.0 | 1 |
Main focus: KB Procedure Adherence
V2 Rubric (Shadow Grading)
No v2 shadow-grading data available for this week.
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | — | 1.1 | 1.0 | 1.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONFIGURATION | 1 | — | 1.1 | 1.0 | 1.0 | 2.0 | ✓ |
What You Did Well
- Follow-up Coordination1 of 1 callsCollected contact details for follow-up across 1 of 1 calls (#GI00013269).Why this matters: Ensures customer has a path to resolution and reduces risk of unresolved issues.
Growth Focus
- KB Procedure Adherence1 of 1 callsFailed to follow KB steps for firmware upgrade on LGS310C, misidentifying the model and skipping verification, web UI guidance, and backup steps, leaving the issue unresolved. Appeared in 1 of 1 calls (#GI00013269).Why this matters: Not following KB steps leads to unresolved customer issues, potential repeat calls, and incorrect guidance.Example: Misidentified model as 'LG F310C' and did not verify hardware version or guide customer to web UI, resulting in a stalled upgrade and unresolved call (#GI00013269).What better looks like: Always verify model number matches KB, follow each step in order including hardware version check, web UI access, firmware verification, and configuration backup before closing.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before closing any firmware upgrade call, verify the model number matches the KB document and confirm the customer followed all steps including hardware version check, web UI access, and configuration backup.Why: Skipping these steps leads to unresolved issues and repeat calls.This week: #GI00013269
- Step 2When a customer reports a firmware upgrade stall, always follow the KB procedure exactly, including checking current firmware version and guiding the customer to the correct web UI.Why: Deviating from KB steps can provide incorrect guidance and fail to resolve the issue.This week: #GI00013269
- Step 3Double-check model identification at the start of each call to prevent misidentification and ensure correct KB application.Why: Misidentifying models can lead to incorrect troubleshooting and customer frustration.This week: #GI00013269
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00013269 | 2026-06-18 | 1.1 A 1P 1C 2 | — | LGS310C | CONFIGURATION | Callback promised; no fix applied. |