9Calls
2.07Avg Score
40m 40sAvg Handle Time
5Documented
4Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.07 | 9 |
| Technical Accuracy | 2.11 | 9 |
| Protocol | 1.44 | 9 |
| Communication | 2.22 | 9 |
Main focus: Protocol Adherence
V2 Rubric (Shadow Grading)
V2 overall: 43.73% across 9 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.56 |
| Technical Accuracy | 2.42 |
| Communication | 1.88 |
| Customer Ownership | 4.63 |
| Escalation Judgment | 3.33 |
| Customer Experience | 2.95 |
- Unresolved: 4
- Partial Resolution: 3
- Appropriate Escalation: 2
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 85m 47s | 2.8 | 3.0 | 1.0 | 2.0 | |
| MR | 1 | 76m 48s | 2.8 | 4.0 | 2.0 | 3.0 | |
| E | 5 | 36m 48s | 1.96 | 2.0 | 1.6 | 2.2 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| ACCESS | 6 | 68m 53s | 1.67 | 1.33 | 1.5 | 2.0 | ✓ |
| CONFIGURATION | 3 | 76m 07s | 2.63 | 2.67 | 1.67 | 2.33 |
What You Did Well
- Technical Accuracy8 of 13 callsDemonstrated strong technical accuracy in diagnosing hardware faults and guiding customers through router configuration steps across multiple calls (e.g., #TE00135544, #TE00134390).Why this matters: Ensures customers receive correct solutions, reducing repeat calls and improving satisfaction.
Growth Focus
- Protocol Adherence5 of 13 callsInconsistent collection of device details (model, serial, firmware) and occasional omission of critical troubleshooting steps (e.g., #TE00135544, #TE00134557).Why this matters: Missing device data delays diagnosis and increases resolution time, impacting customer experience.Example: On #TE00135544, failed to collect router model/serial before instructing access, leading to confusion.What better looks like: Always collect model, serial, and firmware version before proceeding with troubleshooting.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Always collect router model, serial number, and firmware version before proceeding with troubleshooting.Why: Missing device data delays diagnosis and increases resolution time.
- Step 2Verify support URLs before providing them to customers; use only official Linksys domains.Why: Incorrect URLs undermine credibility and waste customer time.This week: #TE00135544
Escalation Lessons
#TE00135544 — E8450
Status: resolved · Category: ACCESS
What happened on the call: Scheduled a callback within 30–60 minutes for lab testing of the router.
Why it escalated: Customer reported 2.4 GHz not broadcasting; L1 troubleshooting failed to resolve.
What L2 did:
- Accessed router via web UI, verified SSID broadcast settings.
- Changed 2.4 GHz network name and saved configuration.
- Disabled and re-enabled SSID broadcast.
L1 learning points:
- Always verify SSID broadcast settings before escalating.
- Document router access steps clearly for L2 continuity.
#TE00058939 — E5400
Status: resolved · Category: ACCESS
What happened on the call: Customer was advised to access router settings and look for band separation options. No specific steps were provided due to unknown router model.
Why it escalated: Customer unable to connect phone; L1 found no internet on router.
What L2 did:
- Checked power and connectivity to modem.
- Advised ISP modem replacement after testing.
L1 learning points:
- Confirm modem status before declaring router fault.
- Document ISP involvement clearly for L2 handoff.
Status: pending_with_level_2_or_followup · Category: GENERAL INQUIRY
What happened on the call: Pending internal escalation for special adapter replacement; agent to follow up within 24-48 business hours.
#TE00134390 — MBE70
Status: resolved · Category: CONFIGURATION
What happened on the call: Run a dedicated Ethernet cable from the LN1100 to the gaming console; no node relocation needed.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| 731dcb26-73fd-11f1-9cf2-42010a660053OUTBOUND | 2026-06-29 | 1.6 A 1P 1C 2 | 77.1% Developing | HARDWARE | Callback scheduled for July 6 at 9:00 PM ET to re-evaluate after ISP modem replacement. | |
| #LTS00135240INBOUND | 2026-06-29 | 2.8 A 4P 2C 3 | 47.4% Needs Improvement | MR7500 | CONNECTIVITY | Agent will email a KB article with step‑by‑step setup instructions; customer to try and report back. |
| #TE00135544OUTBOUND | 2026-07-01 | 1.4 A 1P 1C 2 | 42.8% Needs Improvement | E8450 | ACCESS | Scheduled a callback within 30–60 minutes for lab testing of the router. |
| #TE00135544OUTBOUND | 2026-07-01 | 1.1 A 1P 1C 2 | 31.9% Needs Improvement | E8450 | ACCESS | Callback scheduled for tomorrow at 3:00 pm CST to perform testing once the device is obtained. |
| #TE00058939INBOUND | 2026-07-02 | 3.3 A 4P 3C 3 | 0.0% Needs Improvement | E5400 | ACCESS | Customer was advised to access router settings and look for band separation options. No specific steps were provided due to unknown router model. |
| #PR00134557OUTBOUND | 2026-07-03 | 1.6 A 1P 1C 2 | 0.0% Needs Improvement | GENERAL INQUIRY | Pending internal escalation for special adapter replacement; agent to follow up within 24-48 business hours. | |
| #TE00135544OUTBOUND | 2026-07-03 | 2.2 A 3P 1C 2 | 67.2% Needs Improvement | E8450 | ACCESS | Callback scheduled; no confirmation of fix or specific follow-up plan provided. |
| #TE00135544OUTBOUND | 2026-07-03 | 1.8 A 1P 2C 2 | 47.3% Needs Improvement | E8450 | ACCESS | No fix achieved; hardware likely defective. Customer advised to purchase a new router as the device is out of warranty. No self-help resources or follow-up provided. |
| #TE00134390OUTBOUND | 2026-07-03 | 2.8 A 3P 1C 2 | 79.9% Developing | MBE70 | CONFIGURATION | Run a dedicated Ethernet cable from the LN1100 to the gaming console; no node relocation needed. |