5Calls
2.10Avg Score
35m 49sAvg Handle Time
4Documented
3Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 5 |
| Technical Accuracy | 2.2 | 5 |
| Protocol | 1.6 | 5 |
| Communication | 2.6 | 5 |
Main focus: Incorrect Guidance Provision
V2 Rubric (Shadow Grading)
V2 overall: 50.27% across 5 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.88 |
| Technical Accuracy | 2.38 |
| Communication | 2.75 |
| Customer Ownership | 3.71 |
| Escalation Judgment | 3.5 |
| Customer Experience | 2.5 |
- Appropriate Escalation: 2
- Unresolved: 2
- Partial Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| E | 1 | 52m 12s | 2.8 | 2.0 | 2.0 | 3.0 | |
| MX | 4 | 31m 43s | 1.92 | 2.25 | 1.5 | 2.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 31m 04s | 1.43 | 1.0 | 1.0 | 2.3 | ✓ |
| CONFIGURATION | 1 | 62m 17s | 2.6 | 3.0 | 2.0 | 3.0 | |
| SETUP | 1 | 24m 25s | 2.6 | 4.0 | 2.0 | 2.0 |
What You Did Well
- Technical Diagnosis AccuracyAppeared in 1 of 5 callsCorrectly identified that virtual MAC reservations worked while the physical MAC did not, showing accurate diagnosis across MX6200 configuration issues.Why this matters: Prevents misdiagnosis and unnecessary escalations by focusing on relevant technical indicators.
- Professional CommunicationAppeared in 3 of 5 callsMaintained respectful, patient tone and used customer's name throughout interactions, even during complex technical discussions.Why this matters: Builds trust and reduces customer frustration, improving overall experience.
Growth Focus
- Incorrect Guidance ProvisionAppeared in 2 of 5 callsProvided materially incorrect support URLs ('links.xyz', 'links on.com') and specifications (E3200 1Gbps claim) that contradict KB guidelines and could mislead customers.Why this matters: Undermines trust, creates safety risks, and may lead to repeated contacts or compliance issues.Example: In call #LTS00134518, agent provided 'links on.com' instead of support.linksys.com, violating universal_support_contacts.md.What better looks like: Always verify and use only official Linksys support domains and current KB specifications.
- Incomplete TroubleshootingAppeared in 3 of 5 callsSkipped fundamental diagnostics (cable swaps, power cycles, DHCP range verification, reboot instructions) despite clear indicators of hardware or configuration issues.Why this matters: Increases risk of unresolved issues, callbacks, and customer dissatisfaction due to missed opportunities for self-resolution.Example: In call #TE00116070, agent skipped proper factory reset and 5-press method for MX4200, relying on undocumented procedures instead.What better looks like: Follow documented troubleshooting sequences fully, including hardware resets, DHCP verification, and post-change reboots.
Callback Flags
No callback chains detected.
Documentation Accuracy
#TE00116070HIGH
Grader saw: Escalated to Level 2 technical team; pending callback.
No HappyFox case number recorded despite escalation commitment; creates ambiguity for follow-up
Practice Plan
- Step 1Always verify support URLs and product specifications against current KB articles before providing any links or technical claimsWhy: Prevents brand damage, safety risks, and repeated contacts from incorrect guidanceThis week: #LTS00134518
- Step 2Complete full documented troubleshooting sequences including hardware resets, DHCP verification, and post-change reboots before escalatingWhy: Maximizes first-contact resolution and reduces escalation burdenThis week: #TE00116070
- Step 3Collect product model, serial number, and warranty status within the first 30 seconds of every callWhy: Enables proper escalation path selection and warranty validationThis week: #TE00134632
- Step 4Use the 5-press method for MX4200/MX6200 pairing issues as first escalation step per KBWhy: Correctly identifies hardware-level faults and provides diagnostic data for engineering
Escalation Lessons
#TE00116070 — MX4200
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Agent requested the purchase receipt via email and will forward the case to the team for warranty/repair evaluation.
Why it escalated: MX4200 child node remained red after undocumented recovery attempts; warranty/repair evaluation required
What L2 did:
- Requested purchase receipt for warranty verification
- Forwarded case to technical team for hardware diagnosis
L1 learning points:
- Always attempt proper factory reset (10-15s) before undocumented procedures
- Use 5-press method on parent router for MX4200 pairing issues
- Verify device state matches KB indicators (solid purple = ready)
#TE00134332 — MX6200
Status: pending_with_level_2_or_followup · Category: CONFIGURATION
What happened on the call: Escalate to engineering with collected logs, screenshots, and topology details for analysis. Follow-up planned via email.
Why it escalated: MX6200 child node showed duplicate MAC addresses and DHCP reservation failures despite customer factory resets
What L2 did:
- Collected network logs and screenshots from parent and child nodes
- Requested serial numbers for all mesh units
- Escalated to engineering for firmware-level analysis
L1 learning points:
- Verify reserved IP falls within DHCP range before configuration
- Instruct client to reboot AP and release/renew DHCP after reservation changes
- Collect model/serial/warranty info at call start for hardware fault cases
#TE00134632 — E2500
Status: resolved · Category: CONNECTIVITY
What happened on the call: Agent advised that the router cannot be forced to 100 Mbps due to hardware limitation, recommended purchasing a newer router, and offered to email a PDF spec sheet.
Why it escalated: E2500 reported 10Mbps Ethernet speed despite modem capability; customer identified as electronics engineer
What L2 did:
- Confirmed no setting to force 100Mbps on E2500 hardware
- Provided PDF spec sheet showing hardware limitations
- Recommended router upgrade for higher speeds
L1 learning points:
- Reference universal_hardware_speed_limits.md for port speed capabilities
- Perform basic hardware diagnostics (cable swap, LAN port test) before software claims
- Avoid stating unsupported specs (e.g., E3200 1Gbps) without KB verification
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00116070OUTBOUND | 2026-06-22 | 1.2 A 1P 1C 3 | 40.0% Needs Improvement | MX4200 | CONNECTIVITY | Agent requested the purchase receipt via email and will forward the case to the team for warranty/repair evaluation. |
| #TE00134332OUTBOUND | 2026-06-22 | 2.6 A 3P 2C 3 | 83.0% Developing | MX6200 | CONFIGURATION | Escalate to engineering with collected logs, screenshots, and topology details for analysis. Follow-up planned via email. |
| #LTS00134518INBOUND | 2026-06-23 | 1.3 A 1P 1C 2 | 0.0% Needs Improvement | MX2000 | CONNECTIVITY | Promised to email a self-help article (email not confirmed); no technical fix applied. |
| #TE00134632OUTBOUND | 2026-06-24 | 2.8 A 2P 2C 3 | 76.4% Developing | E2500 | CONNECTIVITY | Agent advised that the router cannot be forced to 100 Mbps due to hardware limitation, recommended purchasing a newer router, and offered to email a PDF spec sheet. |
| 71b96d08-71aa-11f1-aa68-42010a660053OUTBOUND | 2026-06-26 | 2.6 A 4P 2C 2 | 51.9% Needs Improvement | MX6200 | SETUP | Agent suggested possible hardware fault but did not perform further troubleshooting or offer escalation. Issue remains unresolved; customer to follow up internally. |