22Calls
2.42Avg Score
24m 52sAvg Handle Time
19Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.42 | 22 |
| Technical Accuracy | 2.64 | 22 |
| Protocol | 1.77 | 22 |
| Communication | 2.23 | 22 |
Main focus: Technical Accuracy
V2 Rubric (Shadow Grading)
V2 overall: 27.15% across 21 v2-scored calls this week5 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.34 |
| Technical Accuracy | 1.43 |
| Communication | 1.67 |
| Customer Ownership | 2.03 |
| Escalation Judgment | 2.0 |
| Customer Experience | 1.22 |
- Unresolved: 13
- Partial Resolution: 3
- Successful Resolution: 3
- Appropriate Escalation: 1
- Ownership Gap: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 81m 40s | 1.8 | 1.0 | 1.0 | 3.0 | Outlier: 3.7x weekly median handle time |
| MX | 3 | 54m 37s | 2.7 | 3.33 | 2.33 | 2.67 | Outlier: 2.5x weekly median handle time |
| MR | 3 | 30m 48s | 2.27 | 2.0 | 1.67 | 2.0 | |
| SPN | 1 | 28m 31s | 2.6 | 4.0 | 2.0 | 2.0 | |
| WHW | 6 | 15m 44s | 2.55 | 2.5 | 1.67 | 2.17 | |
| E | 2 | 12m 05s | 2.75 | 4.0 | 2.0 | 2.5 | |
| RE | 1 | 9m 35s | 2.8 | 1.0 | 2.0 | 3.0 | |
| EA | 3 | 6m 28s | 2.3 | 2.67 | 2.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 10 | 35m 00s | 2.1 | 2.2 | 1.8 | 2.1 | ✓ |
What You Did Well
- Correct Mesh Pairing8 of 32 callsUsed the correct 5-press reset method for node re-pairing (per `universal_factory_reset.md` and `velop_child_node_setup.md`) across 8 of your 32 calls.Why this matters: Ensures reliable mesh network formation and customer satisfaction.
Growth Focus
- Technical Accuracyappeared in 5 of 32 callsProvided factually incorrect technical information: WHW03 does not have impedance settings; '400 ohms' and '1000 ohms' are not valid router parameters across 5 of your 32 calls.Why this matters: Leads to customer confusion and potential misconfiguration.Example: On call f1e82480-73e7-11f1-998d-42010a62006f, stated '400 ohms' for WHW03 which is invalid per KB.What better looks like: Verify router specifications before providing technical guidance.
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 worksWhy: Prevents callbacks due to unresolved issues
- Step 2Verify router specifications and KB articles before providing technical guidance on impedance settings or model capabilitiesWhy: Avoids providing incorrect information that could misconfigure the deviceThis week: #LTS00135219
Escalation Lessons
Status: pending_with_level_2_or_followup · Category: Unclassified
Why it escalated: L1 unable to resolve LN1600_Registration/Initial set up issue and provided incorrect support status
What L2 did:
- Validated hardware warranty
- Processed replacement power adapter shipment
- Provided shipping address confirmation
L1 learning points:
- Verify support lifecycle before claiming end-of-support
- Collect proof of purchase for warranty validation
- Escalate when L1 troubleshooting ceiling is reached
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00135193INBOUND | 2026-06-29 | 1.9 A 1P 2C 2 | 4.2% Needs Improvement | EA7500 | CONNECTIVITY | None provided. Agent withdrew support due to alleged end of support. |
| f1e82480-73e7-11f1-998d-42010a62006fINBOUND | 2026-06-29 | 2.8 A 1P 1C 2 | 0.0% Needs Improvement | WHW03 | HARDWARE | Node now shows green; customer reports network appears functional. |
| #LTS00135219INBOUND | 2026-06-29 | 2.8 A 4P 2C 2 | 29.2% Needs Improvement | WHW03 | CONNECTIVITY | Sent self‑help guide for node reconnection; customer to try the steps and call back if the problem persists. |
| #LTS00135124INBOUND | 2026-06-29 | 2.3 A 3P 2C 2 | 44.4% Needs Improvement | MX2000 | CONNECTIVITY | Ticket LTS00135124 created; advised customer to contact ISP or TV support. No technical resolution provided. |
| 8c3d2ffe-73fb-11f1-bb3f-42010a62006fINBOUND | 2026-06-29 | 2.8 A 4P 2C 2 | 0.0% Needs Improvement | WHW03 | HARDWARE | Agent offered to email a self‑help guide; no technical fix was applied. |
| #LTS00135231INBOUND | 2026-06-29 | 2.5 A 4P 1C 2 | 10.4% Needs Improvement | E7350 | CONFIGURATION | Agent offered to email a step-by-step reset guide (not yet sent). |
| #LTS00135322INBOUND | 2026-06-30 | 3 A 4P 3C 3 | 21.7% Needs Improvement | E5400 | CONNECTIVITY | Customer declined paid support and decided to return the device. |
| #LTS00135301INBOUND | 2026-06-30 | 2.6 A 4P 2C 2 | 93.8% Meets / Exceeds | SPNMX57CF | SETUP | Node remains in onboarding; advised to wait a few minutes for sync and to monitor the web UI for completion. |
| #LTS00135369INBOUND | 2026-06-30 | 1.8 A 1P 1C 3 | 25.3% Needs Improvement | LN1100 | CONNECTIVITY | Customer was advised to contact the garage opener manufacturer for device-specific troubleshooting; a ticket reference will be emailed. |
| #LTS00135515INBOUND | 2026-07-01 | 2 A 2P 2C 2 | 21.4% Needs Improvement | MX4200 | CONNECTIVITY | Ticket 00135515 opened; advise customer to await further support or schedule on-site technician. |
| #LTS00135539INBOUND | 2026-07-01 | 2.8 A 1P 2C 3 | 29.2% Needs Improvement | RE6300 | CONFIGURATION | Agent will email the customer a setup guide for the RE6300 extenders. |
| #LTS00135546INBOUND | 2026-07-01 | 2.8 A 2P 2C 2 | 9.9% Needs Improvement | MR9000 | CONNECTIVITY | Agent will email a generic troubleshooting guide. |
| #LTS00135563INBOUND | 2026-07-01 | 2.9 A 3P 2C 2 | 65.6% Needs Improvement | MR8300 | CONNECTIVITY | Wi-Fi restored; devices reconnect automatically. No further steps needed. |
| #PR00134557INBOUND | 2026-07-02 | 1 A 1P 1C 1 | — | Unclassified | not_fixed | |
| #PR00134557INBOUND | 2026-07-02 | 2.5 A 4P 1C 2 | 50.5% Needs Improvement | HARDWARE | Escalate to Level 2 support; customer to provide official Amazon invoice for purchase verification. | |
| #LTS00135797INBOUND | 2026-07-03 | 1.1 A 1P 1C 2 | 16.7% Needs Improvement | MR8300 | CONNECTIVITY | Customer advised to contact credit-card provider; no technical resolution or valid next step provided. |
| #LTS00135804INBOUND | 2026-07-03 | 2.2 A 4P 2C 2 | 0.0% Needs Improvement | EA9300 | SETUP | Customer told to look for the default password on the router; no verification of success or alternative path provided. |
| #LTS00124287INBOUND | 2026-07-03 | 3.8 A 5P 3C 4 | 71.8% Developing | MX5500 | CONNECTIVITY | All nodes now show solid blue; Wi-Fi is functioning. No further action required. |
| #LTS00135836INBOUND | 2026-07-03 | 2.8 A 1P 2C 2 | 45.8% Needs Improvement | WHW03 | CONFIGURATION | Advised to change Wi-Fi and admin passwords in the app; no confirmation of change. |
| #LTS00135841INBOUND | 2026-07-03 | 2.8 A 3P 2C 2 | 0.0% Needs Improvement | EA8250 | ACCESS | Agent will email a password‑recovery guide to the customer. |
| #LTS00135848INBOUND | 2026-07-03 | 1.3 A 1P 1C 2 | 30.4% Needs Improvement | WHW03 | CONNECTIVITY | Agent advised the customer to call back after receiving the new router, with no correct guidance or self-help resources provided. |
| #LTS00135867INBOUND | 2026-07-03 | 2.8 A 4P 2C 3 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | Offered to email a step-by-step guide for adding a child node; no troubleshooting performed. |