18Calls
2.27Avg Score
14m 22sAvg Handle Time
11Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.27 | 18 |
| Technical Accuracy | 3.0 | 18 |
| Protocol | 1.78 | 18 |
| Communication | 2.39 | 18 |
Main focus: Warranty & Support Path Verification
V2 Rubric (Shadow Grading)
V2 overall: 40.77% across 14 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.65 |
| Technical Accuracy | 2.41 |
| Communication | 2.23 |
| Customer Ownership | 2.81 |
| Escalation Judgment | 2.5 |
| Customer Experience | 1.89 |
- Partial Resolution: 6
- Unresolved: 6
- Ownership Gap: 1
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| WHW | 2 | 26m 30s | 1.9 | 2.0 | 1.5 | 2.0 | Outlier: 1.8x weekly median handle time |
| OTHER | 1 | 23m 55s | 3.0 | 5.0 | 2.0 | 3.0 | Outlier: 1.6x weekly median handle time |
| EA | 6 | 16m 56s | 1.47 | 2.17 | 1.33 | 1.83 | |
| MX | 2 | 12m 30s | 3.4 | 5.0 | 2.5 | 2.5 | |
| MR | 1 | 9m 03s | 3.2 | 5.0 | 2.0 | 3.0 | |
| E | 2 | 6m 04s | 2.8 | 3.0 | 2.0 | 3.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 6 | 12m 15s | 1.55 | 1.33 | 1.0 | 2.0 | ✓ |
| ACCESS | 3 | 9m 22s | 2.63 | 4.67 | 2.67 | 3.0 |
What You Did Well
- Accurate Technical Guidance3 of 13 callsProvided correct KB-aligned information about feature availability and device capabilities across multiple calls (e.g., #LTS00134368, #LTS00134538).Why this matters: Ensures customers receive reliable information, reducing repeat calls and building trust.
Growth Focus
- Warranty & Support Path Verification2 of 13 callsFailed to verify warranty status or offer valid support paths before recommending product replacement in multiple EA-series cases (e.g., #LTS00134368, #LTS00134376).Why this matters: Risk of customer dissatisfaction and potential compliance issues when recommending replacements without proper validation.Example: In #LTS00134368, agent declared EA8250 end-of-support without KB verification and offered no escalation path.What better looks like: Always verify warranty status using serial number and offer KB articles, self-help, or escalation before suggesting replacement.
Callback Flags
No callback chains detected.
Documentation Accuracy
#LTS00134368HIGH
Grader saw: Agent incorrectly recommended replacing the router due to alleged end-of-support status.
Agent documented: **Issue Description: ** EA8250_No Internet Connection **Model Number**: EA8350 **Serial Number:** 32W10C69900634 **Warranty Start Date: ** Dec 26, 2019 Customer reported the router will no longer go online since last night.
Agent documented resolution but grader marked issue as unresolved due to incorrect closure and lack of troubleshooting
Practice Plan
- Step 1Before recommending product replacement, verify warranty status using the serial number and offer at least two self-help or escalation optionsWhy: Prevents premature replacement recommendations and ensures compliance with support protocolsThis week: #LTS00134368
- Step 2Complete full Step 1 troubleshooting (power cycle, LED check, local login) for all connectivity issues before declaring device obsoleteWhy: Ensures proper diagnosis and avoids unnecessary escalations or replacementsThis week: #LTS00134376
- Step 3When addressing feature questions, reference KB articles and provide written guidance even for out-of-warranty devicesWhy: Maintains customer trust and reduces repeat calls for basic inquiriesThis week: #GI00134377
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00134368INBOUND | 2026-06-22 | 1.1 A 1P 1C 2 | 23.9% Needs Improvement | EA8250 | CONNECTIVITY | Agent incorrectly recommended replacing the router due to alleged end-of-support status. |
| #LTS00134376INBOUND | 2026-06-22 | 1.5 A 1P 1C 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Incorrectly advised customer to purchase a new router; no troubleshooting or valid support path provided. |
| #GI00134377INBOUND | 2026-06-23 | 4.8 A 5P 4C 4 | — | GENERAL INQUIRY | Informed that the feature does not exist; suggested using the priority-device setting if needed. | |
| #GI00134526INBOUND | 2026-06-23 | 1.1 A 1P 1C 2 | — | GENERAL INQUIRY | None provided. Call ended after customer stated they would call back with device info. | |
| #LTS00134529INBOUND | 2026-06-23 | 1.8 A 5P 1C 1 | — | EA6350 | CONNECTIVITY | No action taken; call ended without guidance. |
| #LTS00134529INBOUND | 2026-06-23 | 1.5 A 1P 2C 2 | 0.0% Needs Improvement | EA6350 | CONNECTIVITY | Customer advised to purchase a non-existent 'Micro 6' or 'Micro 7' router. |
| #GI00134535INBOUND | 2026-06-23 | 2.8 A 4P 2C 3 | 0.0% Needs Improvement | ACCESS | Advised the customer to try a wired connection and read the online guide; customer will call back. | |
| #LTS00134538INBOUND | 2026-06-23 | 4 A 5P 4C 3 | 76.5% Developing | MX2000 | CONNECTIVITY | Customer to contact Spectrum ISP as the modem is not providing internet. No action required on Linksys device. |
| #LTS00134541INBOUND | 2026-06-23 | 2.8 A 4P 2C 3 | 60.8% Needs Improvement | E2500 | ACCESS | Agent will email the customer instructions on how to retrieve or reset the Wi-Fi password via the router's local web interface. |
| #LTS00134529OUTBOUND | 2026-06-23 | 1.1 A 1P 1C 2 | 21.5% Needs Improvement | EA6350 | CONNECTIVITY | No resolution achieved. Recommend agent provide correct steps via local router UI (http://192.168.1.1 or http://myrouter.info) to disable Quick Setup and edit the 2.4 GHz SSID, or schedule a valid Linksys remote session. |
| #LTS00134682INBOUND | 2026-06-24 | 1.8 A 4P 2C 2 | 12.5% Needs Improvement | EA6350 | SETUP | Suggested customer search YouTube for setup videos; no further support provided. |
| 95f2f07a-71ac-11f1-ace4-42010a62006fINBOUND | 2026-06-26 | 2.8 A 5P 1C 2 | — | MX6200 | GENERAL INQUIRY | Escalate to Level 2 technician for purchase record investigation; no action taken during call. |
| #LTS00135030INBOUND | 2026-06-26 | 3.2 A 5P 2C 3 | 75.5% Developing | MR8300 | NO TROUBLESHOOTING NEEDED | Customer to monitor router; if blinking red LED returns, power-cycle router and test modem directly. Call back if issue persists. |
| #GI00135031INBOUND | 2026-06-26 | 3 A 5P 2C 3 | 53.1% Needs Improvement | MICRO-7 | SETUP | Advised to use an unmanaged switch between the modem and multiple Micro-7 routers to enable independent network setups; no further configuration steps or validation were provided. |
| #LTS00135034INBOUND | 2026-06-27 | 2.8 A 2P 2C 4 | 69.2% Needs Improvement | E5400 | ACCESS | Email sent with detailed factory-reset and setup instructions. |
| #GI00135031INBOUND | 2026-06-27 | 1 A 1P 1C 1 | 84.4% Developing | Unclassified | not_fixed | |
| #LTS00135033INBOUND | 2026-06-27 | 1 A 1P 1C 1 | 30.1% Needs Improvement | WHW03 | SETUP | not_fixed |
| #LTS00135033OUTBOUND | 2026-06-27 | 2.8 A 3P 2C 3 | 63.3% Needs Improvement | WHW03 | SETUP | Agent stated Wi‑Fi was restored and advised the customer to reconnect devices. |