eric.marbella@concentrix.com

8Calls

1.84Avg Score

34m 04sAvg Handle Time

2Documented

2Escalated

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	1.84	8
Technical Accuracy	2.0	8
Protocol	1.25	8
Communication	2.25	8

Main focus: Incorrect Guidance

V2 Rubric (Shadow Grading)

V2 overall: 46.4% across 7 v2-scored calls this week2 auto-zeros

Category	Week Average
Resolution	2.5
Technical Accuracy	2.37
Communication	3.04
Customer Ownership	3.72
Escalation Judgment	2.25
Customer Experience	3.52

Successful Resolution: 3
Unresolved: 3
Partial Resolution: 1

Where Did the Time Go

By Product Family

Family	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Note
WHW	1	123m 15s	1.7	1.0	1.0	2.0	Outlier: 3.1x weekly median handle time
E	1	54m 45s	1.4	2.0	1.0	2.0
MX	1	24m 42s	2.7	4.0	2.0	3.0
MBE	2	17m 38s	1.9	1.0	1.5	2.0

By Problem Category

Category	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Focus?
HARDWARE	3	35m 37s	1.57	1.67	1.67	2	✓
CONNECTIVITY	3	45m 30s	1.9	1.67	1.33	2.33	✓
GENERAL INQUIRY	2	10m 29s	1.75	3.5	1	1.5	✓
SETUP	1	54m 45s	1.4	0.938	0	1.25	✓

What You Did Well

Customer Empathy3 of 9 callsDemonstrated empathy and thanked the customer for cooperation at [06:00] and [26:00] across multiple calls, enhancing customer experience.
Why this matters: Builds trust and reduces repeat contacts by showing understanding.
#TE00134638 · #TE00134363
Technical Isolation1 of 9 callsCorrectly isolated the issue by confirming the power adapter works on another node at [03:00]-[04:00] in #TE00134638.
Why this matters: Speeds resolution by focusing on root cause.
#TE00134638

Growth Focus

Incorrect Guidance4 of 9 callsProvided wrong support URLs (support.services.com, support.lenses.com, support.thingsys.com, support.ngys.com) in 4 calls, violating brand accuracy and posing security risks.
Why this matters: Mis directs customers, erodes trust, and violates information security policies.
Example: In call #TE00134363, stated support.services.com (transcript [122:00]), correct is support.linksys.com.
What better looks like: Always verify and use the official support.linksys.com URL.
#TE00134363 · #TE00134638
Incomplete Diagnostics5 of 9 callsFailed to verify resolution or collect critical data (serial number, warranty) in 5 calls, leading to unresolved issues and repeat contacts.
Why this matters: Increases callback risk and reduces first-call resolution.
Example: In call #TE00134363, closed without validating node functionality; resolution not confirmed.
What better looks like: Always confirm fix with the customer and collect serial/warranty details.
#TE00134363 · #TE00134638 · 40540b7e-71cd-11f1-98c3-42010a660053

Callback Flags

No callback chains detected.

Documentation Accuracy

#TE00134363HIGH

Grader saw: Node shows solid blue; no further action taken. Resolution not validated.

Agent documented: Exceeded threshold. Verified with CAT Eric...Claimed case from CAT Escalation queue.

Grader marked resolution as not validated while documentation implies escalation and unresolved state.

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 unresolved issues and reduces callbacks.
This week: #TE00134363
Step 2
Always verify and use the official support.linksys.com URL; never use third-party or incorrect URLs.
Why: Maintains brand integrity and security.
This week: #TE00134363
Step 3
Collect serial number and warranty status for every hardware-related call before discussing replacements.
Why: Ensures compliance with RMA protocols and avoids escalation delays.
This week: #TE00134638
Step 4
Complete all KB-mandated hardware fault diagnosis steps (power port inspection, adapter compatibility, physical damage check) before suggesting isolation or ISP contact.
Why: Reduces misdiagnosis and inappropriate escalations.
This week: 40540b7e-71cd-11f1-98c3-42010a660053

Escalation Lessons

#TE00134363 — WHW03

Status: resolved · Category: CONNECTIVITY

What happened on the call: Node shows solid blue; no further action taken. Resolution not validated.

Why it escalated: Exceeded threshold. Verified with CAT Eric

What L2 did:

Status: New -> Escalated
Claimed case from CAT Escalation queue.
Status: Escalated -> Resolved

L1 learning points:

Always validate node functionality before closing.
Use Linksys-approved remote access tools.
Collect serial number and warranty details upfront.

#TE00134638 — MBE7000

Status: resolved · Category: HARDWARE

What happened on the call: Escalate to Customer Service for RMA; request photos of the defective node, power adapter, and proof of purchase; await replacement.

Why it escalated: Node does not turn on