raquel.intong@concentrix.com

37Calls

1.98Avg Score

20m 15sAvg Handle Time

28Documented

0Escalated

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	1.98	37
Technical Accuracy	2.11	37
Protocol	1.35	37
Communication	1.92	37

Main focus: Technical Troubleshooting

V2 Rubric (Shadow Grading)

V2 overall: 38.74% across 33 v2-scored calls this week9 auto-zeros

Category	Week Average
Resolution	1.65
Technical Accuracy	2.41
Communication	2.46
Customer Ownership	2.64
Escalation Judgment	3.12
Customer Experience	1.49

Unresolved: 19
Partial Resolution: 8
Ownership Gap: 3
Successful Resolution: 3

Where Did the Time Go

By Product Family

Family	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Note
MX	7	31m 58s	2.33	1.86	1.71	2.14	Outlier: 1.7x weekly median handle time
RE	1	26m 40s	3.0	4.0	3.0	2.0
MR	7	26m 10s	1.94	2.29	1.0	1.71
MBE	1	20m 05s	1.8	5.0	1.0	3.0
WHW	5	16m 44s	1.6	2.0	1.2	1.4
EA	8	11m 26s	1.91	1.62	1.5	2.0
E	2	11m 23s	2.05	2.0	1.5	2.5
OTHER	1	8m 11s	1.1	1.0	1.0	2.0

By Problem Category

Category	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Focus?
CONNECTIVITY	12	24m 10s	2.1	2.3	1.5	1.9	✓

What You Did Well

Protocol Adherence15 of 20 callsConsistently collected serial numbers and verified warranty status across 15 of your 20 calls (e.g., #LTS00133507, #LTS00133509).
Why this matters: Ensures accurate support eligibility and avoids unnecessary paid sessions.
#LTS00133507 · #LTS00133509

Growth Focus

Technical Troubleshooting9 of 20 callsOmitted foundational isolation steps (modem/router testing) in 9 calls, leading to unresolved issues (e.g., #LTS00133507, #LTS00133509).
Why this matters: Increases repeat call risk and customer frustration due to incomplete diagnostics.
Example: In #LTS00133507, skipped modem test before paid support offer despite KB guidelines.
What better looks like: Always verify modem lights and perform basic isolation before escalation.
#LTS00133507 · #LTS00133509

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: Prevents callbacks due to unresolved issues.
Step 2
Always verify modem/router isolation steps before offering paid support.
Why: Avoids unnecessary paid sessions and builds trust.
This week: #LTS00133507

Escalation Lessons

No escalated case learning this week.

Evidence Calls

Case	Date	Score	V2	Product	Category	Outcome
#LTS00133507INBOUND	2026-06-15	2.8 A 4P 1C 2	61.2% Needs Improvement	EA7200	CONNECTIVITY	Customer to connect PlayStation directly to modem to verify internet connectivity; if unsuccessful, contact ISP.
#LTS00133509INBOUND	2026-06-15	2.3 A 3P 2C 2	50.1% Needs Improvement	WHW01	HARDWARE	Offered paid troubleshooting session ($15) and paid replacement ($200).
bfdac17e-690a-11f1-a535-42010a62006fINBOUND	2026-06-15	1.9 A 2P 1C 2	77.6% Developing	MX4200	CONNECTIVITY	Advised a full factory reset of the parent node and a fresh mesh setup; pending customer follow-up to verify stability
ad263dc4-6914-11f1-a7f0-42010a660053OUTBOUND	2026-06-15	2.8 A 1P 1C 2	67.7% Needs Improvement		CONNECTIVITY	Issue appeared to resolve after customer signed out/in to app; if nodes disappear again, perform full mesh rebuild and contact support with model/serial numbers.
#LTS00133530INBOUND	2026-06-16	2.8 A 4P 2C 2	0.0% Needs Improvement	MX2000	SETUP	Agent promised to email setup guide to vonShell23@gmail.com (email address not definitively confirmed). No configuration performed; issue unresolved.
#LTS00133534INBOUND	2026-06-16	2.8 A 2P 2C 2	32.5% Needs Improvement	EA6100	CONNECTIVITY	No fix applied; customer declined further action.
f2aa7e22-69ce-11f1-b5e5-42010a623f91INBOUND	2026-06-16	1.1 A 1P 1C 2	0.0% Needs Improvement	VELOP6E	SETUP	No valid resolution or next step provided. Customer left without working setup or clear path forward.
#LTS00133678INBOUND	2026-06-16	1.3 A 1P 1C 2	0.0% Needs Improvement	EA6350	CONNECTIVITY	Advised customer to test the wall port with another device; incorrectly stated the router is obsolete and unsupported.
#LTS00133679INBOUND	2026-06-16	2.8 A 2P 2C 3	21.6% Needs Improvement	MX4200	CONNECTIVITY	Agent will email a reset guide; customer instructed to try power-cycle and reset the child node on their own.
#LTS00133681INBOUND	2026-06-16	1 A 1P 1C 1	0.0% Needs Improvement	EA7300	ACCESS	Agent promised to send a KB article to the customer's email and provided a ticket number (11312483) for follow-up.
#LTS00133684INBOUND	2026-06-16	2.8 A 3P 2C 3	47.4% Needs Improvement	E5400	CONNECTIVITY	Email article with Wi-Fi channel change instructions promised; ticket #133684 created for follow-up.
#LTS00133686INBOUND	2026-06-16	2.8 A 2P 1C 2	74.4% Developing	MR9000	CONNECTIVITY	Router performance verified as normal; issue likely with Fire Stick. Customer advised to contact Fire Stick manufacturer.
#LTS00133692INBOUND	2026-06-16	2.8 A 1P 2C 2	89.3% Meets / Exceeds	MX6200	SETUP	Node appears connected; advised placement. Customer to verify internet connectivity and consider 5-press pairing if issues persist.
61717d7c-69e0-11f1-b021-42010a623f91INBOUND	2026-06-17	1 A 1P 1C 1	92.2% Meets / Exceeds		SETUP	Customer to have Cox revert the gateway to normal mode, then follow Linksys bridge-mode instructions (article to be emailed).
#LTS00133696INBOUND	2026-06-17	1.6 A 1P 1C 2	49.3% Needs Improvement	MX4200	CONNECTIVITY	Customer will call back when ready. No self-help resources provided.
3ae1231a-69e5-11f1-a267-42010a623f91INBOUND	2026-06-17	1.8 A 3P 1C 3	—		GENERAL INQUIRY	None – call ended without agent interaction or next steps.
578d3db6-69e8-11f1-9f2c-42010a623f91INBOUND	2026-06-17	1.8 A 5P 1C 1	—		GENERAL INQUIRY	not_applicable
#GI00133837INBOUND	2026-06-17	1.8 A 5P 1C 3	0.0% Needs Improvement	MBE7000	GENERAL INQUIRY	Agent confirmed product unavailability, suggested alternative models/brands, and promised to forward feedback to management. No escalation or actionable resolution provided.
#LTS00133840INBOUND	2026-06-17	1 A 1P 1C 1	68.8% Needs Improvement	MR2000	CONNECTIVITY	Router configured and TV connected; issue resolved.
#LTS00133848INBOUND	2026-06-17	2.8 A 2P 1C 3	37.4% Needs Improvement	EA6300	CONNECTIVITY	Recommend replacement with Wi-Fi 6 router (MR-2000)
7b35c7fa-6aa7-11f1-b60d-42010a623f91INBOUND	2026-06-17	2.8 A 2P 1C 2	36.2% Needs Improvement		CONNECTIVITY	No resolution; customer declined paid support and email guide. No self-help path provided.
#LTS00133852INBOUND	2026-06-18	1.8 A 2P 1C 1	52.1% Needs Improvement	WHW03	CONNECTIVITY	Agent will email a guide on resetting and re-configuring the child node; customer to perform reset and test connectivity
#LTS00133854INBOUND	2026-06-18	1.8 A 1P 2C 2	8.3% Needs Improvement	MX4200	CONNECTIVITY	Schedule and complete the $15 paid-support session to reset and reconfigure the mesh nodes for AT&T fiber using IP Passthrough (DMZplus) per KB.
#LTS00133980INBOUND	2026-06-18	3 A 4P 3C 2	41.6% Needs Improvement	RE6300	SETUP	Agent will email a KB article on extender setup; paid-support session offered if customer wishes to proceed.
#LTS00004840INBOUND	2026-06-18	2.6 A 2P 2C 2	72.4% Developing	MX5500	CONNECTIVITY	Node added successfully; advised customer to verify speed with ISP. However, evidence suggests router-level bottleneck (low wired speeds on master node ports). Escalation to Linksys support required.
#LTS00133907INBOUND	2026-06-18	1.4 A 2P 1C 2	—	MR7350	CONNECTIVITY	not_applicable
#LTS00133992INBOUND	2026-06-18	1.1 A 1P 1C 2	0.0% Needs Improvement	WHW03	CONNECTIVITY	Offered $15 paid support; customer declined; no further action or self-help provided.
#LTS00133907INBOUND	2026-06-18	1 A 1P 1C 1	33.0% Needs Improvement	MR7350	CONNECTIVITY	Payment collected but no troubleshooting performed; issue unresolved; no valid next step established.
#LTS00133996INBOUND	2026-06-18	2.8 A 3P 1C 2	0.0% Needs Improvement	MR7350	CONNECTIVITY	Advised customer to contact Samsung for TV-side troubleshooting; offered paid support for router-side diagnostics if needed.
#LTS00133907OUTBOUND	2026-06-18	1.8 A 5P 1C 2	—	MR7350	CONNECTIVITY	No resolution; call ended abruptly with no follow-up plan or self-help resources provided.
#LTS00134000INBOUND	2026-06-19	1 A 1P 1C 1	40.1% Needs Improvement	WHW03	CONNECTIVITY	not_fixed
#LTS00134001INBOUND	2026-06-19	1.8 A 1P 2C 2	35.4% Needs Improvement	EA7500	CONNECTIVITY	Customer instructed to perform factory reset and contact Spectrum if issue persists; no clear verification steps or support path provided.
#LTS00134003INBOUND	2026-06-19	1.4 A 1P 2C 2	0.0% Needs Improvement	EA7500	CONNECTIVITY	Factory reset; if still no internet, bypass router and contact ISP (incorrect guidance).
#LTS00134005INBOUND	2026-06-19	2.8 A 2P 1C 2	82.1% Developing	MR9600	CONNECTIVITY	Router configured and Wi-Fi confirmed working; paid support session completed.
#LTS00134007INBOUND	2026-06-19	1.3 A 1P 1C 2	57.1% Needs Improvement	E5400	ACCESS	Agent promised to email a KB article on accessing router settings, but no technical guidance or troubleshooting was provided.
#LTS00134010INBOUND	2026-06-19	1.8 A 3P 1C 1	50.5% Needs Improvement	WHW03	CONNECTIVITY	Agent promised to email setup instructions within 5–10 minutes. No troubleshooting was completed during the call, and resolution was not confirmed.
#LTS00134013INBOUND	2026-06-19	1.4 A 1P 2C 2	0.0% Needs Improvement	EA7430	ACCESS	Advised customer to contact Windows support to check the 'network security key' and transferred the call.

Overall	-0.46 ▼
Accuracy	-0.18 ▼
Protocol	-0.65 ▼
Comms	-0.37 ▼

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