2Calls
1.55Avg Score
51m 44sAvg Handle Time
1Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.55 | 2 |
| Technical Accuracy | 1.5 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.0 | 2 |
Main focus: Technical Instruction Accuracy
V2 Rubric (Shadow Grading)
V2 overall: 15.94% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.47 |
| Technical Accuracy | 0.47 |
| Communication | 1.25 |
| Customer Ownership | 2.14 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.54 |
- Unresolved: 2
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| WHW | 1 | 83m 47s | 1.1 | 1.0 | 1.0 | 2.0 | Outlier: 1.6x weekly median handle time |
| MX | 1 | 19m 42s | 2.0 | 2.0 | 2.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 19m 42s | 2.0 | 2.0 | 2.0 | 2.0 | ✓ |
| CONNECTIVITY | 1 | 83m 47s | 1.1 | 1.0 | 1.0 | 2.0 | ✓ |
What You Did Well
- Device Identification Accuracy2 of 2 callsCollected correct model number (MX6200) and serial number (M8W10E24E04157) from the customer ([04:00]-[05:00]). Confirmed the correct power adapter specifications (12V 2.5A) for the MX6200 ([07:00]), preventing potential power-related issues.Why this matters: Ensures correct troubleshooting steps are applied and avoids power supply mismatches that could damage equipment.
Growth Focus
- Technical Instruction Accuracy2 of 2 callsProvided incorrect instructions for the 5-press method (instructed to 'press and hold' instead of five quick presses) and wrong web UI address for Velop WHW03 (myrouter.info instead of myrouter.local). These errors prevented the customer from accessing setup mode or troubleshooting effectively.Why this matters: Incorrect technical guidance leads to unresolved issues, increased customer effort, and potential hardware damage risk.Example: On #PR00136115 (call c1958130-7bec-11f1-a196-42010a660053), instructing 'press and hold' for the reset button contradicted KB guidelines and blocked setup progress.What better looks like: Use exact KB procedures: five quick presses for reset, myrouter.local for UI access, and verify LED states against 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 from being closed, reducing callbacks and customer frustration.This week: #PR00136115
- Step 2Collect model number, serial number, and warranty status at the start of every call.Why: Ensures proper troubleshooting and escalation paths are available from the beginning.This week: #PR00136115
- Step 3Use the exact reset procedures specified in KB articles (e.g., five quick presses not press-and-hold) and verify LED states against documentation.Why: Technical accuracy avoids misguiding customers and prevents hardware damage.This week: #PR00136115
Escalation Lessons
#PR00136115 — WHW03
Status: resolved · Category: CONNECTIVITY
What happened on the call: Escalated to a higher-level technician for further analysis.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00136115INBOUND | 2026-07-09 | 2 A 2P 2C 2 | 20.4% Needs Improvement | MX6200 | SETUP | No resolution achieved. Issue unresolved; requires further troubleshooting (e.g., verify firmware version, ensure device is in setup mode, possible hardware fault). |
| #PR00136115OUTBOUND | 2026-07-09 | 1.1 A 1P 1C 2 | 11.5% Needs Improvement | WHW03 | CONNECTIVITY | Escalated to a higher-level technician for further analysis. |
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