12Calls
2.16Avg Score
39m 16sAvg Handle Time
10Documented
3Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.16 | 12 |
| Technical Accuracy | 2.67 | 12 |
| Protocol | 1.5 | 12 |
| Communication | 2.17 | 12 |
Main focus: Technical Troubleshooting
V2 Rubric (Shadow Grading)
V2 overall: 34.84% across 11 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.7 |
| Technical Accuracy | 2.02 |
| Communication | 2.16 |
| Customer Ownership | 2.39 |
| Escalation Judgment | 1.25 |
| Customer Experience | 1.75 |
- Unresolved: 5
- Ownership Gap: 3
- Successful Resolution: 2
- Partial Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 114m 29s | 1.0 | 1.0 | 1.0 | 1.0 | Outlier: 3.1x weekly median handle time |
| MX | 5 | 41m 14s | 2.02 | 3.2 | 1.2 | 2.4 | |
| WHW | 1 | 36m 38s | 2.8 | 1.0 | 1.0 | 2.0 | |
| EA | 4 | 25m 29s | 2.3 | 2.75 | 2.0 | 2.0 | |
| WRT | 1 | 11m 59s | 2.8 | 3.0 | 2.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 8 | 36m 41s | 1.75 | 1.38 | 1.0 | 1.75 | ✓ |
What You Did Well
- Clear Communication12 of 15 callsVerified customer identity and contact information across multiple calls, ensuring accurate records and follow-ups.Why this matters: Improves customer trust and reduces repeat contact for basic information.
Growth Focus
- Technical Troubleshooting8 of 15 callsFailed to follow standard troubleshooting flows for connectivity and performance issues, often skipping critical steps like firmware checks or modem tests.Why this matters: Leads to unresolved issues, increased callbacks, and customer frustration due to incomplete problem resolution.Example: In call f502eff0-69ed-11f1-9405-42010a62006f, the agent recommended replacing the router without performing any diagnostics for a reported speed issue.What better looks like: Systematically follow KB-documented troubleshooting sequences (modem test, reboot, firmware update) before recommending hardware replacement.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before 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: Prevents unresolved issues and reduces callbacks due to incomplete problem resolution.
- Step 2Always verify firmware status and enable auto-update for devices during initial troubleshooting.Why: Ensures devices are up-to-date and avoids repeated calls for known firmware-related issues.
Escalation Lessons
#TE00133962 — WHW03
Status: resolved · Category: CONNECTIVITY
What happened on the call: No definitive fix; agent advised the customer to continue troubleshooting on their own and offered further assistance if needed.
Why it escalated: Customer's WHW03 mesh node remained offline after multiple resets and bootup sequences; L1 troubleshooting exhausted without resolution.
What L2 did:
- Claimed the case from CAT queue
- Processed callback and verified node status
- Guided customer through PN reconfiguration and MAC clone
L1 learning points:
- Ensure thorough verification of mesh node status after resets
- Document all troubleshooting steps clearly before escalation
- Verify MAC clone procedure completion with customer
#TE00133877 — MX2000
Status: resolved · Category: CONFIGURATION
What happened on the call: ISP is replacing the two MX2000 routers; customer to test after replacement and contact support if issue persists.
Why it escalated: Customer unable to access banking websites after firmware upgrade despite working guest network.
What L2 did:
- Reviewed ticket and identified potential firmware bug
- Coordinated with ISP for hardware replacement
- Provided clear testing instructions post-replacement
L1 learning points:
- Consider firmware bugs when main SSID fails but guest works
- Document firmware versions and changes during calls
- Provide self-help resources even for escalated cases
#TE00110086 — MX4200
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Escalated to higher department; supervisor will be notified; callback offered; awaiting response.
Why it escalated: Recurring network disconnections on MX4200 child node despite firmware updates and resets.
What L2 did:
- Collected sysinfo logs from working and problematic nodes
- Coordinated observation period with customer
- Escalated to HQ for hardware analysis
L1 learning points:
- Collect sysinfo logs early for persistent issues
- Establish clear observation periods with customers
- Escalate hardware-related issues promptly with full context
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| 5a7ee5de-6910-11f1-82b4-42010a660053OUTBOUND | 2026-06-15 | 1 A 1P 1C 1 | 23.7% Needs Improvement | LN1600 | CONNECTIVITY | Issue not resolved; advised customer to monitor connection after changes and to provide invoice for further warranty review. No clear next step or escalation was set. |
| #LTS00133703INBOUND | 2026-06-17 | 2.8 A 3P 2C 3 | 35.9% Needs Improvement | WRT1900AC | CONNECTIVITY | Advised customer to replace the router with a newer system. |
| #LTS00133856INBOUND | 2026-06-18 | 2.8 A 4P 2C 2 | 0.0% Needs Improvement | EA9500 | NO TROUBLESHOOTING NEEDED | No functional resolution. Customer advised to access web UI but could not log in. No factory reset steps, paid-support path, or escalation offered. |
| #LTS00133984INBOUND | 2026-06-18 | 2.2 A 2P 2C 2 | 0.0% Needs Improvement | EA3500 | SETUP | Informed customer device is out of warranty; no further support path offered. |
| #LTS00133986INBOUND | 2026-06-18 | 1.4 A 1P 2C 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Advised customer to purchase a new router as the current device is out of warranty and end-of-life, without offering any troubleshooting or self-help guidance. |
| #LTS00133994INBOUND | 2026-06-18 | 1.4 A 1P 1C 2 | 81.9% Developing | MX6200 | CONNECTIVITY | Customer reported internet working after resets and re-pairing; agent did not verify resolution or provide follow-up steps. |
| #LTS00133994OUTBOUND | 2026-06-18 | 1.7 A 3P 1C 2 | — | MX6200 | CONNECTIVITY | Customer to monitor the node; no further action taken by agent. |
| #TE00133962OUTBOUND | 2026-06-19 | 2.8 A 1P 1C 2 | 41.1% Needs Improvement | WHW03 | CONNECTIVITY | No definitive fix; agent advised the customer to continue troubleshooting on their own and offered further assistance if needed. |
| #TE00133877OUTBOUND | 2026-06-19 | 1.8 A 4P 1C 3 | 78.7% Developing | MX2000 | CONFIGURATION | ISP is replacing the two MX2000 routers; customer to test after replacement and contact support if issue persists. |
| #LTS00134150INBOUND | 2026-06-19 | 2.8 A 4P 2C 2 | 63.9% Needs Improvement | EA7450 | CONNECTIVITY | Agent to email EA7450 user guide; customer to reboot and retry reservation. |
| #LTS00134161INBOUND | 2026-06-20 | 2.6 A 4P 2C 2 | 31.7% Needs Improvement | MX8500 | SETUP | Agent offered one-time support due to lack of receipt; no functional setup achieved; no self-help resources provided. |
| #TE00110086INBOUND | 2026-06-20 | 2.6 A 4P 1C 3 | 26.4% Needs Improvement | MX4200 | CONNECTIVITY | Escalated to higher department; supervisor will be notified; callback offered; awaiting response. |