19Calls
2.44Avg Score
25m 20sAvg Handle Time
18Documented
2Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.44 | 19 |
| Technical Accuracy | 2.68 | 19 |
| Protocol | 1.84 | 19 |
| Communication | 2.42 | 19 |
Main focus: Technical Troubleshooting Depth
V2 Rubric (Shadow Grading)
V2 overall: 37.99% across 18 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 1.44 |
| Technical Accuracy | 1.68 |
| Communication | 2.22 |
| Customer Ownership | 2.92 |
| Escalation Judgment | 2.8 |
| Customer Experience | 1.65 |
- Unresolved: 10
- Partial Resolution: 4
- Appropriate Escalation: 2
- Successful Resolution: 2
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 100m 25s | 2.3 | 3.0 | 2.0 | 2.0 | Outlier: 5.5x weekly median handle time |
| LN | 1 | 45m 03s | 1.8 | 1.0 | 2.0 | 2.0 | Outlier: 2.5x weekly median handle time |
| SPN | 3 | 41m 58s | 2.43 | 2.67 | 1.67 | 2.67 | Outlier: 2.3x weekly median handle time |
| WHW | 4 | 22m 41s | 2.35 | 2.75 | 1.75 | 2.25 | |
| MR | 1 | 14m 00s | 2.8 | 3.0 | 2.0 | 3.0 | |
| E | 2 | 13m 28s | 2.8 | 2.5 | 2.0 | 2.0 | |
| EA | 3 | 12m 51s | 2.23 | 1.67 | 2.0 | 2.67 | |
| RE | 2 | 10m 00s | 3.0 | 4.0 | 2.0 | 2.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 9 | 25m 50s | 2.2 | 2.1 | 1.9 | 2.4 | ✓ |
| HARDWARE | 4 | 27m 00s | 2.8 | 2.5 | 2.0 | 2.8 |
What You Did Well
- Effective Escalation Handling2 of 2 escalated casesConsistently escalated complex cases with clear documentation and customer communication, as seen in tickets #PR00134557 and #TE00135595.Why this matters: Ensures timely resolution and prevents customer frustration through proper handoffs.
Growth Focus
- Technical Troubleshooting DepthAppeared in 5 of 18 callsIn cases like #LTS00135116, basic diagnostics (router UI access, firmware checks) were skipped, leading to unresolved issues despite correct product identification.Why this matters: Incomplete troubleshooting increases callback risk and customer dissatisfaction.Example: On #LTS00135116, the agent requested proof of purchase without verifying router admin access or guiding the customer through basic diagnostics.What better looks like: Always perform WAN connectivity checks, router UI access verification, and basic firmware updates before escalating or requesting documentation.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.Why: Prevents unresolved issues and reduces callback rates
- Step 2Always verify router admin access and guide customers through basic UI diagnostics before escalating connectivity issues.Why: Ensures proper troubleshooting and reduces unnecessary escalationsThis week: #LTS00135116
- Step 3Complete full factory reset procedures (10-20 seconds) as per KB documentation for all reset requests.Why: Prevents incomplete resets and ensures proper device restorationThis week: #LTS00135116
Escalation Lessons
Status: pending_with_level_2_or_followup · Category: HARDWARE
What happened on the call: Escalated to second-level support; customer to await callback for validation and possible replacement.
Why it escalated: Customer reported defective power cord preventing node from powering up
What L2 did:
- Validated warranty status
- Processed replacement power cord request
- Provided shipping address collection and tracking
L1 learning points:
- Always verify product model and serial number before escalation
- Confirm warranty status through system lookup
- Provide clear next steps and tracking information
#TE00135595 — WHW03
Status: resolved · Category: CONNECTIVITY
What happened on the call: Escalated to Level 2 support; callback scheduled at 11:30 am.
Why it escalated: Main parent node will not go online despite modem connectivity
What L2 did:
- Performed advanced network diagnostics
- Verified modem-router connection
- Successfully reconfigured node settings
L1 learning points:
- Follow documented troubleshooting steps before escalation
- Verify basic connectivity before advancing to complex diagnostics
- Document all steps taken for continuity
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00135116INBOUND | 2026-06-29 | 2.1 A 2P 2C 3 | 11.7% Needs Improvement | EA7450 | CONNECTIVITY | Agent requested proof of purchase via email and instructed the customer to call back once receipt is available. |
| #LTS00135121INBOUND | 2026-06-29 | 2.8 A 2P 2C 3 | 50.8% Needs Improvement | EA8250 | ACCESS | Suggested performing a hard reset and considering purchase of a new router; no successful login achieved. |
| #LTS00135153INBOUND | 2026-06-29 | 3 A 4P 2C 3 | 19.7% Needs Improvement | WHW03 | ACCESS | Customer to use 5-press method or web interface (http://myrouter.local) to add nodes. Delete and reinstall the app after 24 hours. Instructions to be emailed to shay@gmail.com. |
| 77e160c4-73ca-11f1-9572-42010a623f91INBOUND | 2026-06-29 | 1.7 A 3P 1C 2 | 34.5% Needs Improvement | HARDWARE | Re-escalated to second-level support with ticket Tangle Echo 000-78395; no troubleshooting or self-help steps provided. | |
| #LTS00135175INBOUND | 2026-06-29 | 2.3 A 3P 2C 2 | 73.6% Developing | MX2000 | CONNECTIVITY | Ticket 00135175 opened; customer advised to call back for continued troubleshooting. |
| #LTS00135195INBOUND | 2026-06-29 | 2.8 A 4P 2C 2 | 22.4% Needs Improvement | E7350 | CONNECTIVITY | Advised the customer to contact the solar-panel provider via unisolar.com for assistance; no technical fix was applied. |
| #LTS00135204INBOUND | 2026-06-29 | 2.8 A 3P 2C 3 | 22.2% Needs Improvement | MR8300 | CONNECTIVITY | Agent promised to email step-by-step reset instructions; no fix confirmed or validated. |
| #LTS00135283INBOUND | 2026-06-30 | 3 A 3P 2C 3 | 79.4% Developing | SPNMX56CF | ACCESS | Parental control schedule saved successfully; child node added and online. |
| #LTS00135287INBOUND | 2026-06-30 | 1.4 A 1P 1C 2 | 74.4% Developing | SPNM60TB | ACCESS | Customer changed Wi-Fi settings but app login issue remains unresolved; agent suggested downgrading to Wi-Fi 6 device but provided no actionable path. |
| #LTS00114138INBOUND | 2026-06-30 | 2.9 A 4P 2C 3 | — | SPNMX56TB | SETUP | Advised to replace the EA-4500 with a newer mesh router; no further troubleshooting performed. |
| #LTS00135479INBOUND | 2026-07-01 | 2.8 A 2P 3C 2 | 37.5% Needs Improvement | WHW03 | NO TROUBLESHOOTING NEEDED | Customer will perform a factory reset of the WHW03 node and re-configure it to associate with the correct Linksys account using a guide that will be emailed. |
| #LTS00135480INBOUND | 2026-07-01 | 1 A 1P 1C 1 | 9.6% Needs Improvement | WHW03 | CONNECTIVITY | Created LTS ticket 00135749 and offered $15 paid‑support; no technical fix was applied. |
| #LTS00135502INBOUND | 2026-07-01 | 1.8 A 1P 2C 2 | 13.8% Needs Improvement | EA6350 | ACCESS | Agent promised to email a guide on how to access the local UI and change the password, but no technical resolution was achieved during the call. |
| #PR00134557INBOUND | 2026-07-01 | 2.8 A 4P 2C 3 | 43.7% Needs Improvement | HARDWARE | Escalated to second-level support; customer to await callback for validation and possible replacement. | |
| #LTS00135677INBOUND | 2026-07-02 | 2.8 A 1P 2C 2 | 65.1% Needs Improvement | E7350 | CONNECTIVITY | Provided self-help article and reset instructions; suggested hardware upgrade if issue persists. No confirmed fix for Wi-Fi instability. |
| #LTS00135689INBOUND | 2026-07-02 | 2.8 A 3P 2C 3 | 0.0% Needs Improvement | RE6500 | CONNECTIVITY | Agent will email a detailed setup guide; customer to perform hard reset and retry setup per guide. |
| #LTS00135697INBOUND | 2026-07-02 | 1.8 A 1P 2C 2 | 22.8% Needs Improvement | LN1100 | CONNECTIVITY | Node showed solid blue after steps, but no verification of Wi-Fi or mesh connectivity was performed. Call closed without resolution. |
| #TE00135595INBOUND | 2026-07-03 | 2.6 A 4P 1C 3 | 46.4% Needs Improvement | WHW03 | CONNECTIVITY | Escalated to Level 2 support; callback scheduled at 11:30 am. |
| #LTS00135819INBOUND | 2026-07-03 | 3.2 A 5P 2C 2 | 56.2% Needs Improvement | RE6350 | ACCESS | Customer to follow emailed step-by-step guide to reset and reconfigure the extender. |