1Calls
1.00Avg Score
—Avg Handle Time
1Documented
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: Incorrect Reset Procedure
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 |
|---|---|---|---|---|---|---|---|
| MR | 1 | — | 1.0 | 1.0 | 1.0 | 1.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | — | 1.0 | 1.0 | 1.0 | 1.0 | ✓ |
What You Did Well
None recorded this week.
Growth Focus
- Incorrect Reset Procedure1 of 1 callsProvided wrong reset procedure: instructed to hold reset button for 2–3 minutes [03:00], when factory reset requires 10 seconds. This occurred in the call with ticket #LTS00019214.Why this matters: Incorrect reset instructions can prevent customers from resolving issues, leading to repeated calls and frustration.Example: In ticket #LTS00019214, the agent told the customer to hold the reset button for 2–3 minutes, which is invalid for the MR5500 model.What better looks like: Verify product-specific reset durations from official KB before instructing customers, and confirm understanding after explanation.
- Invalid WPS Pairing1 of 1 callsInstructed to press WPS button for three minutes on both parent and child units [05:00], which is not a valid pairing method for any Linksys mesh system. This was the primary technical error in ticket #LTS00019214.Why this matters: Providing invalid pairing methods prevents issue resolution and erodes trust in support guidance.Example: In #LTS00019214, the agent directed the customer to press WPS for three minutes on both devices, which is incorrect for E9450-SG mesh nodes.What better looks like: Use web UI pairing per official E9450-SG documentation; confirm model before suggesting WPS or reset steps.
Callback Flags
No callback chains detected.
Documentation Accuracy
#LTS00019214LOW
Grader saw: No resolution; call ended without a clear action plan or escalation path.
Agent documented: **Issue Description: ** COMPATIBILITY **Model Number**: **Serial Number:** 45K10M28D00540 **Date of Purchase: ** Jan 4, 2024 **Troubleshooting Steps: (Steps with customer and results)** The Customer calls in asking if the managed switch is compatible with the router Inform Customer that yes, it is No other concern. End of call
Grader recorded unresolved mesh pairing issue while documentation describes unrelated managed switch compatibility check and implies resolution.
Practice Plan
- Step 1Verify product model and firmware version before instructing customers on reset or pairing proceduresWhy: Preventing incorrect guidance that blocks issue resolution and creates repeat contactsThis week: #LTS00019214
- Step 2Use official Linksys knowledge base steps for mesh node pairing instead of WPS or reset instructionsWhy: Ensuring customers receive validated, model-specific resolution pathsThis week: #LTS00019214
- Step 3Confirm customer understanding of key technical steps by having them repeat actions before closing callsWhy: Reducing abandoned_or_vague closures and unresolved issuesThis week: #LTS00019214
- Step 4Document all troubleshooting steps and current status in HappyFox notes to match grader assessmentsWhy: Aligning documentation with actual call outcomes to support QA and L2 handoffsThis week: #LTS00019214
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00019214 | 2026-06-22 | 1 A 1P 1C 1 | — | MR5500 | NO TROUBLESHOOTING NEEDED | No resolution; call ended without a clear action plan or escalation path. |