19Calls
2.22Avg Score
19m 50sAvg Handle Time
16Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.22 | 19 |
| Technical Accuracy | 2.21 | 19 |
| Protocol | 1.74 | 19 |
| Communication | 2.16 | 19 |
V2 Rubric (Shadow Grading)
V2 overall: 49.96% across 15 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 2.42 |
| Technical Accuracy | 2.44 |
| Communication | 3.17 |
| Customer Ownership | 3.09 |
| Escalation Judgment | 3.33 |
| Customer Experience | 2.07 |
- Partial Resolution: 6
- Unresolved: 5
- Successful Resolution: 4
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| RE | 1 | 62m 09s | 2.1 | 2.0 | 3.0 | 2.0 | Outlier: 3.5x weekly median handle time |
| WHW | 2 | 35m 22s | 1.25 | 1.0 | 1.0 | 2.0 | Outlier: 2.0x weekly median handle time |
| MBE | 1 | 28m 49s | 2.0 | 2.0 | 2.0 | 2.0 | Outlier: 1.6x weekly median handle time |
| MX | 4 | 19m 35s | 2.17 | 1.5 | 1.5 | 2.0 | |
| MR | 2 | 17m 52s | 2.8 | 4.0 | 2.0 | 2.0 | |
| SPN | 2 | 16m 08s | 3.35 | 4.5 | 3.0 | 3.0 | |
| OTHER | 2 | 10m 24s | 2.05 | 1.5 | 1.5 | 2.0 | |
| E | 2 | 6m 48s | 2.8 | 3.5 | 1.5 | 3.0 | |
| EA | 3 | 5m 28s | 1.63 | 1.0 | 1.33 | 1.67 |
Problem category breakdown not available.
What You Did Well
- Password recovery guidance1 of 16 callsThe agent successfully guided the customer through resetting the admin password on an SPNMX42 router, enabling them to rename the Wi-Fi network and restore access to router settings. This resolution was achieved in #LTS00134208.Why this matters: Restoring admin access allows customers to manage their network settings, preventing lockouts and enabling further configurations.
- MAC filtering configuration1 of 16 callsThe agent accurately guided the customer through enabling MAC filtering on an MR8300 router, using the 'Select from device list' feature to simplify MAC address entry and prevent unauthorized devices from connecting. This was resolved in #LTS00110405.Why this matters: Proper MAC filtering enhances network security by allowing only approved devices, reducing risks of unauthorized access and potential breaches.
Growth Focus
None recorded this week.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
No practice actions specified.
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00134208INBOUND | 2026-06-22 | 3 A 4P 2C 3 | 97.6% Meets / Exceeds | SPNMX42GC | SETUP | Admin password reset successful; customer can now access router and rename Wi-Fi. Advised to retrieve old SSID from a saved device or factory-reset nodes if name is forgotten. |
| #LTS00134234INBOUND | 2026-06-22 | 2.8 A 2P 2C 2 | 50.9% Needs Improvement | MX4200 | SETUP | Perform factory reset and access router via http://192.168.1.1 or http://myrouter.local to complete setup. If issue persists, consider paid support or replacement. |
| b6231154-6e41-11f1-830b-42010a62006fINBOUND | 2026-06-22 | 1.1 A 1P 1C 2 | 56.2% Needs Improvement | WHW03 | SETUP | Agent incorrectly claimed issue was resolved; no actual resolution achieved. |
| #LTS00110405INBOUND | 2026-06-22 | 2.8 A 4P 2C 1 | 76.5% Developing | MR8300 | CONNECTIVITY | MAC filtering enabled in 'Allow Access' mode; customer confirmed it is working but noted device status confusion. |
| #LTS00134303INBOUND | 2026-06-22 | 2.8 A 2P 2C 2 | 69.8% Needs Improvement | SE3005 | CONNECTIVITY | Provided self-help steps and directed customer to incorrect online support URL; no fix confirmed. |
| #LTS00134410INBOUND | 2026-06-23 | 2 A 2P 2C 2 | 20.4% Needs Improvement | MX4000FM | CONNECTIVITY | Customer was instructed to reconnect the ISP modem and re-run the setup, but no clear path to access the web interface or complete setup was provided. No resolution confirmed. |
| #LTS00032425INBOUND | 2026-06-23 | 1.3 A 1P 1C 2 | 0.0% Needs Improvement | VLP01 | CONNECTIVITY | Customer directed to online self-help due to incorrect claim of model discontinuation; no valid resolution provided. |
| #LTS00134445INBOUND | 2026-06-23 | 2.8 A 1P 2C 2 | 24.0% Needs Improvement | EA7500 | CONFIGURATION | Customer to log into the router’s local web interface and turn off the Guest Network; consider upgrading to a newer Linksys model. |
| #LTS00132973INBOUND | 2026-06-23 | 1.1 A 1P 1C 2 | 100.0% Meets / Exceeds | MX4200 | SETUP | No resolution achieved. Customer still lacks internet. Requires modem/WAN verification and possible factory reset or escalation. |
| #GI00121953OUTBOUND | 2026-06-23 | 2 A 2P 2C 2 | 45.6% Needs Improvement | MBE7002 | CONNECTIVITY | No confirmed fix; further verification and troubleshooting needed. |
| #GI00121953OUTBOUND | 2026-06-24 | 2.1 A 2P 3C 2 | 75.3% Developing | RE7310 | CONNECTIVITY | Agent will send an email requesting a topology diagram and will call back on Friday to provide a detailed relocation/wiring solution. |
| #LTS00134596INBOUND | 2026-06-24 | 2.8 A 4P 1C 3 | 0.0% Needs Improvement | E5400 | CONNECTIVITY | Customer will purchase a new MR7500; agent offered setup help after receipt is emailed. |
| #LTS00134606INBOUND | 2026-06-24 | 2.8 A 4P 2C 3 | 68.7% Needs Improvement | MR8300 | CONNECTIVITY | Customer will consider purchasing a new router; no further technical steps were taken. |
| #LTS00134610INBOUND | 2026-06-24 | 1.4 A 1P 1C 2 | 61.8% Needs Improvement | WHW01 | CONNECTIVITY | Both nodes now solid blue; Wi-Fi appears restored. Monitor and contact support if problems return. |
| #LTS00134801INBOUND | 2026-06-25 | 2.8 A 3P 2C 3 | — | E8450 | CONNECTIVITY | Customer to perform a factory reset following the guide on support.linksys.com; optional paid support offered if further help is needed. |
| #LTS00120820 | 2026-06-26 | 1 A 1P 1C 1 | — | EA6350 | CONNECTIVITY | None – agent offered to email but no concrete action taken. |
| #LTS00134682INBOUND | 2026-06-26 | 1.1 A 1P 1C 2 | — | EA6350 | SETUP | Agent advised the router is end‑of‑life and suggested obtaining a new router; no further troubleshooting was offered. |
| #GI00121953 | 2026-06-26 | 3.7 A 5P 4C 3 | — | SPNM60 | SETUP | Access router via http://myrouter.info or http://192.168.1.1, log in with 'admin', and create separate SSIDs for 2.4 GHz and 5 GHz networks. |
| #GI00133101INBOUND | 2026-06-26 | 2.8 A 1P 1C 2 | 2.4% Needs Improvement | MX5500 | SETUP | Agent sent a generic setup guide via email; no confirmed fix or valid troubleshooting path provided. |