1Calls
2.80Avg Score
138m 53sAvg Handle Time
1Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 1 |
| Technical Accuracy | 5.0 | 1 |
| Protocol | 2.0 | 1 |
| Communication | 3.0 | 1 |
Main focus: Diagnostic omission
V2 Rubric (Shadow Grading)
V2 overall: 29.11% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.62 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 3.93 |
| Escalation Judgment | 5.0 |
| Customer Experience | 1.79 |
- Unresolved: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 138m 53s | 2.8 | 5.0 | 2.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 138m 53s | 2.8 | 5.0 | 2.0 | 3.0 |
What You Did Well
- Professional courtesy1 of 1 callsApologized for the long wait and inconvenience, capturing accurate contact information (phone and email), and created a priority ticket with clear expectations for Level-2 callback.Why this matters: Maintains customer trust and ensures proper handoff to specialized support.
Growth Focus
- Diagnostic omission1 of 1 callsFailed to confirm product model/serial number, warranty status, or perform any standard troubleshooting (power-cycle, LED checks, node reset) before escalating, leaving basic issues unverified.Why this matters: Increases escalation volume and risks misdiagnosis; delays resolution and frustrates customers.Example: On #TE00076387, the agent escalated without verifying MX6200 node LEDs or attempting a reboot, forcing Level-2 to repeat basic steps.What better looks like: Always confirm model/serial/warranty, then perform power-cycle/modem reboot and LED verification before escalating connectivity issues.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before escalating any connectivity issue, confirm the product model, serial number, and warranty status, then perform a power-cycle of the modem/router and reboot all mesh nodes while monitoring LEDs.Why: Skips unnecessary escalations and often resolves issues at L1, improving efficiency and customer satisfaction.This week: #TE00076387
- Step 2When handing off to Level‑2, summarize all troubleshooting performed, observed LED states, and customer responses in the ticket notes.Why: Gives Level‑2 a complete context, reducing repeat steps and speeding resolution.This week: #TE00076387
- Step 3Verify issue resolution by asking the customer to confirm node LEDs (solid blue for parent, solid white/blue for child) and basic connectivity before closing.Why: Prevents premature closures and reduces callbacks due to unresolved issues.This week: #TE00076387
Escalation Lessons
#TE00076387 — MX6200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Escalated to Level‑2; callback scheduled.
Why it escalated: L1 agent failed to perform standard troubleshooting steps or verify the issue, determining that Level‑2 expertise was required to diagnose mesh node connectivity problems.
What L2 did:
- Claimed the ticket from the TE queue and initiated callback.
- Verified the customer's concern regarding mesh node connectivity.
- Guided the customer through changing the SSID on the 2.4 GHz network.
- Confirmed network functionality and marked the ticket resolved.
L1 learning points:
- Always confirm product model, serial number, and warranty status before escalating.
- Perform standard troubleshooting steps (power-cycle modem/router, check LEDs, reboot nodes) before escalating connectivity issues.
- Verify the issue by asking about node LEDs and network status.
- Provide immediate self-help steps to the customer while waiting for Level‑2 support.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00076387INBOUND | 2026-07-02 | 2.8 A 5P 2C 3 | 29.1% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to Level‑2; callback scheduled. |