11Calls
2.25Avg Score
18m 27sAvg Handle Time
6Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.25 | 11 |
| Technical Accuracy | 2.73 | 11 |
| Protocol | 1.73 | 11 |
| Communication | 2.27 | 11 |
Main focus: Resolution Verification
V2 Rubric (Shadow Grading)
V2 overall: 30.8% across 10 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.31 |
| Technical Accuracy | 2.13 |
| Communication | 1.62 |
| Customer Ownership | 1.86 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.68 |
- Unresolved: 7
- Ownership Gap: 1
- Partial Resolution: 1
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| EA | 4 | 27m 18s | 2.42 | 2.25 | 1.75 | 2.0 | Outlier: 1.9x weekly median handle time |
| WHW | 6 | 14m 02s | 2.2 | 2.83 | 1.67 | 2.33 | |
| MX | 1 | 9m 36s | 1.8 | 4.0 | 2.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 8 | 19m 45s | 2.19 | 2.5 | 1.625 | 2.125 | ✓ |
| ACCESS | 1 | 9m 43s | 2.8 | 4.0 | 3.0 | 2.0 | |
| HARDWARE | 1 | 15m 13s | 2.8 | 4.0 | 2.0 | 3.0 |
What You Did Well
- Product IdentificationPresent in 7 of 10 callsConsistently obtained and confirmed correct product models and serial numbers across multiple calls, enabling accurate troubleshooting.Why this matters: Ensures correct knowledge base application and avoids misdirected support.
- Initial Troubleshooting GuidanceEffective in 4 of 7 resolved casesProvided valid first-line troubleshooting steps (power cycling, cable swaps) that resolved issues in several cases.Why this matters: Reduces escalation need and customer frustration through effective problem isolation.
Growth Focus
- Resolution VerificationOccurred in 6 of 10 callsFailed to confirm issue resolution before call closure in 6 of 10 calls, leading to potential callbacks and unresolved issues.Why this matters: Unverified resolutions risk repeat calls and customer dissatisfaction.Example: Call #LTS00136269: Advised node power cycle but ended call without confirming speed improvement or node status.What better looks like: Always ask customer to re-test and confirm after each troubleshooting step before closing.
- Protocol Discipline5 of 10 calls lacked full protocolMissing core protocol steps (warranty check, serial collection, ISP verification) in 5+ calls, reducing troubleshooting efficiency.Why this matters: Skips critical diagnostic paths and risks misdiagnosis.Example: Call #LTS00136701: No modem test or WAN status check before concluding hardware fault.What better looks like: Follow universal_isp_modem_diagnostics.md: test modem directly, check WAN status, verify ISP settings.
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 repeat calls.This week: #LTS00136269
- Step 2Always collect product model, serial number, and warranty status during opening protocol.Why: Enables accurate troubleshooting and appropriate escalation paths.This week: #LTS00136701
- Step 3Follow universal_isp_modem_diagnostics.md: test internet directly at modem and check WAN status before concluding router fault.Why: Avoids misdiagnosis of ISP vs. device issues.This week: #LTS00136701
Escalation Lessons
#TE00136620 — EA6100
Status: resolved · Category: CONNECTIVITY
What happened on the call: Hardware fault identified; advised that the router is out of warranty and would need replacement. No further action provided.
Why it escalated: Hardware fault identified on out-of-warranty EA6100 with no L2 resolution path provided
What L2 did:
- Confirmed Ethernet port hardware limitation
- Advised replacement requirement
L1 learning points:
- Verify warranty status before declaring out-of-warranty
- Provide clear replacement path for confirmed hardware faults
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #EOS00136367INBOUND | 2026-07-08 | 2.8 A 4P 3C 2 | 26.4% Needs Improvement | EA7500 | ACCESS | Customer to try the default Wi-Fi password printed on the router label. If unsuccessful, advised to log into the router’s local web interface (http://192.168.1.1 or http://myrouter.local) to change the Wi-Fi password. |
| #LTS00136269INBOUND | 2026-07-08 | 2.2 A 3P 2C 3 | 33.0% Needs Improvement | WHW03 | CONNECTIVITY | Agent did not provide a complete resolution or clear next-step plan. Call ended abruptly with customer unable to hear agent. |
| #LTS00136269INBOUND | 2026-07-08 | 1.7 A 3P 1C 2 | — | WHW03 | CONNECTIVITY | None – call ended without any next steps. |
| #LTS00136269OUTBOUND | 2026-07-08 | 1.1 A 1P 1C 2 | 0.0% Needs Improvement | WHW03 | CONNECTIVITY | No resolution achieved. Further troubleshooting required: verify correct router IP (192.168.1.1), attempt HTTPS access, check for firmware issues, or perform factory reset. |
| #LTS00136269OUTBOUND | 2026-07-08 | 2.6 A 4P 2C 2 | 25.7% Needs Improvement | WHW03 | CONNECTIVITY | Replace the Ethernet cable and verify that the WAN port shows a 1 Gbps link; follow up if the problem persists. |
| #LTS00136269OUTBOUND | 2026-07-08 | 2.8 A 2P 2C 2 | 59.5% Needs Improvement | WHW03 | CONNECTIVITY | Internet restored; advise customer to monitor node LEDs and contact support if red reappears. |
| #EOS00136367INBOUND | 2026-07-09 | 1.3 A 1P 1C 2 | 8.3% Needs Improvement | EA7500 | CONNECTIVITY | Agent recommended purchasing a newer router without validating the issue or offering self-help steps. |
| #EOS00136601INBOUND | 2026-07-09 | 2.8 A 4P 2C 3 | 46.7% Needs Improvement | WHW03V2 | HARDWARE | Agent will email step-by-step instructions to set a child node as the parent router. |
| #EOS00136608INBOUND | 2026-07-09 | 2.8 A 1P 1C 2 | 24.0% Needs Improvement | EA8300 | CONNECTIVITY | Agent will send an email with instructions on how to access the router UI and verify/disable MAC address filtering. |
| #LTS00136701INBOUND | 2026-07-10 | 1.8 A 4P 2C 3 | 13.1% Needs Improvement | MX55EC3 | CONNECTIVITY | Agent advised repeated power-cycling; no resolution confirmed. No next step or escalation provided. |
| #TE00136620OUTBOUND | 2026-07-10 | 2.8 A 3P 2C 2 | 71.2% Developing | EA6100 | CONNECTIVITY | Hardware fault identified; advised that the router is out of warranty and would need replacement. No further action provided. |
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