1Calls
1.00Avg Score
—Avg Handle Time
0Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
Main focus: No KB-backed troubleshooting
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 |
|---|---|---|---|---|---|---|---|
| MX | 1 | — | 1.0 | 1.0 | 1.0 | 1.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 1 | — | 1.0 | 1.0 | 1.0 | 1.0 | ✓ |
What You Did Well
None recorded this week.
Growth Focus
- No KB-backed troubleshootingAppeared in 1 of 1 callsIn call #LTS00026950, the agent ignored standard hardware-fault protocol (e.g., check power source, factory reset, LED diagnostics) and failed to collect serial number or warranty status for RMA.Why this matters: Skipping KB-backed steps leads to unresolved issues, customer frustration, and unnecessary escalations.Example: The agent suggested checking LAN cable for a no-LED issue, contradicting KB guidelines and misleading the customer.What better looks like: Follow KB-troubleshooting sequences for hardware faults, verifying power sources, outlets, and performing factory resets before considering replacements.
- Irrelevant advice and non-KB terminologyAppeared in 1 of 1 callsIn call #LTS00026950, the agent used non-KB terms like 'power board' and suggested irrelevant LAN cable checks for a power/LED issue.Why this matters: Irrelevant advice confuses customers, wastes time, and may worsen the issue.Example: The agent instructed the customer to check LAN cable connection for a no-LED issue, which is not aligned with KB guidelines.What better looks like: Use only KB-approved terminology and troubleshooting steps; focus on power/hardware for LED issues.
Callback Flags
No callback chains detected.
Documentation Accuracy
#LTS00026950HIGH
Grader saw: not_fixed
Agent claimed to register customer for replacement (implying resolution) but grader marked issue as not fixed and closure was abandoned_or_vague.
Practice Plan
- Step 1Always follow KB-backed troubleshooting steps for hardware faults, starting with power source verification, outlet tests, and LED diagnostics before considering replacements.Why: Skipping KB steps can lead to unresolved issues, customer frustration, and unnecessary escalations.This week: #LTS00026950
- Step 2Collect product details (serial number, warranty status) before proposing replacements or RMAs.Why: Missing product details delays RMA processing and may lead to ineligible replacements.This week: #LTS00026950
- Step 3Avoid suggesting irrelevant troubleshooting steps (e.g., checking LAN cable for no-LED issues) and use only KB-approved terminology.Why: Irrelevant advice confuses customers and wastes time, potentially worsening the issue.This week: #LTS00026950
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00026950 | 2026-06-18 | 1 A 1P 1C 1 | — | MX6200 | HARDWARE | Agent said they would register the customer for a replacement, but no case was created or confirmed. |