13Calls
2.00Avg Score
16m 57sAvg Handle Time
11Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.0 | 13 |
| Technical Accuracy | 2.31 | 13 |
| Protocol | 1.92 | 13 |
| Communication | 2.23 | 13 |
Main focus: Technical Accuracy
V2 Rubric (Shadow Grading)
V2 overall: 28.09% across 9 v2-scored calls this week2 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.22 |
| Technical Accuracy | 1.42 |
| Communication | 2.22 |
| Customer Ownership | 1.67 |
| Escalation Judgment | 0.0 |
| Customer Experience | 1.47 |
- Unresolved: 7
- Partial Resolution: 1
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 4 | 28m 31s | 1.65 | 1.5 | 2.0 | 2.25 | |
| LN | 1 | 25m 58s | 2.9 | 4.0 | 2.0 | 2.0 | |
| MR | 1 | 24m 26s | 2.2 | 4.0 | 3.0 | 2.0 | |
| RE | 1 | 21m 50s | 1.1 | 1.0 | 1.0 | 2.0 | |
| E | 1 | 15m 54s | 2.8 | 1.0 | 2.0 | 2.0 | |
| WHW | 1 | 9m 48s | 2.7 | 4.0 | 2.0 | 3.0 | |
| OTHER | 2 | 4m 17s | 2.4 | 2.5 | 2.5 | 2.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| SETUP | 5 | 20m 43s | 1.64 | 1.8 | 1.2 | 2.2 | ✓ |
| CONNECTIVITY | 4 | 18m 23s | 2.23 | 2.75 | 1.5 | 2.25 | |
| GENERAL INQUIRY | 3 | 17m 00s | 2.0 | 2.33 | 1.67 | 2.67 | |
| HARDWARE | 1 | 15m 54s | 2.8 | 1.0 | 2.0 | 2.0 |
What You Did Well
- Protocol Adherence8 of 15 callsAgent correctly identified and documented product models and serial numbers across 8 of 15 calls, enabling accurate troubleshooting and reducing repeat calls.Why this matters: Ensures proper case routing and prevents misdiagnosis, improving first-call resolution rates.
- Customer Empathy5 of 15 callsMaintained polite, patient tone and allowed customer leadership in confused scenarios across 5 calls, improving customer experience scores.Why this matters: Builds trust and reduces escalations by making customers feel heard and supported.
Growth Focus
- Technical Accuracy7 of 15 callsProvided incorrect product/process guidance (e.g., default admin credentials, reset durations, LED states) in 7 calls, leading to customer confusion and unresolved issues.Why this matters: Inaccurate guidance increases callback risk, wastes customer time, and damages brand trust.Example: In #LTS00120699, agent claimed default admin username is always 'admin' and gave incorrect 20-second reset instruction, contradicting KB documentation.What better looks like: Verify product-specific defaults from KB before advising; use documented reset durations (10-15s for Velop).
- Diagnostic Rigor6 of 15 callsSkipped critical diagnostics (modem status, LED verification, firmware checks) in 6 calls before providing guidance, violating KB protocols.Why this matters: Missing diagnostics leads to misdiagnosis, prolonged issues, and unnecessary escalations.Example: In #LTS00136231, agent advised reboot without verifying modem internet light or router LED status, contradicting universal_isp_modem_diagnostics.md.What better looks like: Always verify modem WAN status, router LEDs, and firmware before proceeding with troubleshooting steps.
Callback Flags
No callback chains detected.
Documentation Accuracy
#LTS00120699LOW
Grader saw: Agent did not confirm success of any step or provide clear next step
Agent documented: **Issue Description: ** Device Reconfiguration **Model Number**: MX5500 **Serial Number:** 43K10M29C14883 **Warranty Start Date: ** Nov 28, 2024 **Notes:** Model number: MX5500 Serial number: 43K10M29C14883 Issue: Trying to setup Linksys MX5500...
Grader marked call as unresolved with no next steps, while documentation implies configuration was attempted but not verified.
Practice Plan
- Step 1Before providing any technical guidance, verify product model, serial number, and warranty status using the universal_product_verification.md checklist.Why: Skipping verification leads to incorrect advice, unresolved issues, and eroded customer trust.
- Step 2Always confirm modem WAN status and router LED indicators before proceeding with connectivity troubleshooting.Why: Missing these diagnostics causes misdiagnosis and prolongs resolution time.This week: #LTS00136231
- Step 3Reference KB articles explicitly during calls and document steps taken using the universal_troubleshooting_documentation.md template.Why: Ensures consistency, provides clear handoff to L2, and reduces repeat calls.This week: #LTS00120699
Escalation Lessons
#PR00136115 — MX4200
Status: pending_with_level_2_or_followup · Category: GENERAL INQUIRY
What happened on the call: No resolution or valid next step provided. Customer's core requirements (compatibility and remote reboot) were not addressed.
Why it escalated: No resolution or valid next step provided. Customer's core requirements (compatibility and remote reboot) were not addressed.
What L2 did:
- Claimed ticket approved for RMA - possible rebate since no available stocks but need to ask for receipt to calculate rebate amount per OM Joey we will follow the last contact December 2, 2025.
- Thank you for contacting Linksys Customer Support. We regret to inform you that the mX4200 router is currently out of stock and unavailable for replacement. As an alternative, we would like to offer you a pro-rated refund for the device. To properly validate the pro-rated refund amount, we kindly request that you provide us with the official purchase receipt for your mX4200 router. Please send a copy of the receipt at your earliest convenience.
- Append: Customer reached out asking for suggestions Customer asked for a device he can connect with the MX4200 Provided recommendations and insights Customer acknolwedged EOC
L1 learning points:
- Always verify product compatibility before recommending replacements
- Document all customer requirements and confirm understanding before ending calls
- Escalate hardware faults with clear symptom documentation
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00120699 | 2026-07-06 | 1.1 A 1P 1C 2 | — | MX5500 | SETUP | No resolution achieved. Agent did not confirm success of any step or provide a clear next step. |
| #LTS00135960INBOUND | 2026-07-06 | 2.9 A 4P 2C 2 | 51.2% Needs Improvement | LN1400 | CONNECTIVITY | Existing node successfully reconnected; customer will keep new node for later configuration by her husband. |
| #GI00136013INBOUND | 2026-07-06 | 1.8 A 4P 1C 2 | — | CONNECTIVITY | No resolution achieved; advise customer to power‑cycle TV and router, verify Wi‑Fi password and signal, and contact support again if problem persists. | |
| #GI00136013INBOUND | 2026-07-06 | 1.1 A 1P 1C 2 | 0.0% Needs Improvement | GENERAL INQUIRY | not_applicable | |
| #LTS00136025INBOUND | 2026-07-06 | 1.5 A 2P 2C 2 | 0.0% Needs Improvement | MX2000 | SETUP | No resolution provided for changing Wi-Fi credentials. Customer remains unable to modify SSID or password. |
| #LTS00136025OUTBOUND | 2026-07-06 | 1.8 A 1P 2C 2 | 83.1% Developing | MX2000 | SETUP | No valid resolution achieved. Node displayed invalid LED state (solid pink). Requires factory reset with correct 10–15 second hold, proper LED verification (solid purple/blue), and correct web UI access (192.168.1.1 or myrouter.local). |
| #LTS00136074INBOUND | 2026-07-06 | 1.1 A 1P 1C 2 | 31.2% Needs Improvement | RE7310 | SETUP | No resolution achieved. Customer disconnected frustrated with no clear next step or escalation path established. |
| #PR00136115INBOUND | 2026-07-07 | 2.2 A 2P 3C 3 | 7.5% Needs Improvement | MX4200 | GENERAL INQUIRY | No resolution or valid next step provided. Customer's core requirements (compatibility and remote reboot) were not addressed. |
| #GI00136217INBOUND | 2026-07-07 | 1.8 A 3P 1C 2 | — | RD6300 | HARDWARE | Agent suggested the device is defective and recommended purchasing a new extender. |
| #LTS00136231INBOUND | 2026-07-07 | 2.2 A 4P 3C 2 | 19.1% Needs Improvement | MR7310 | CONNECTIVITY | Agent advised customer to monitor the router and call back if the issue recurs. No formal follow-up, escalation, or self-help resources provided. |
| #GI00136236INBOUND | 2026-07-07 | 3 A 2P 4C 3 | — | WH2041EMX-5300 | GENERAL INQUIRY | Agent advised the customer to purchase MX-6200 (or similar) from Amazon or Walmart; no further action required. |
| #LTS00136238INBOUND | 2026-07-07 | 2.8 A 1P 2C 2 | 23.2% Needs Improvement | E5400 | CONNECTIVITY | Agent will email the customer with basic troubleshooting steps and a recommendation to upgrade the router. |
| #LTS00136261INBOUND | 2026-07-07 | 2.7 A 4P 2C 3 | 37.5% Needs Improvement | WHW03 | SETUP | Agent will email generic setup steps; customer will call back after obtaining a ladder to attempt installation. |
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