31Calls
2.56Avg Score
39m 22sAvg Handle Time
25Documented
5Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.56 | 31 |
| Technical Accuracy | 2.94 | 31 |
| Protocol | 2.29 | 31 |
| Communication | 2.68 | 31 |
Main focus: Protocol Completeness
V2 Rubric (Shadow Grading)
V2 overall: 51.96% across 29 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.31 |
| Technical Accuracy | 2.52 |
| Communication | 2.97 |
| Customer Ownership | 3.15 |
| Escalation Judgment | 1.04 |
| Customer Experience | 2.54 |
- Partial Resolution: 11
- Unresolved: 8
- Successful Resolution: 6
- Appropriate Escalation: 2
- Ownership Gap: 2
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| WHW | 2 | 47m 08s | 2.9 | 3.0 | 3.0 | 3.0 | |
| MX | 12 | 45m 50s | 2.43 | 2.83 | 2.17 | 2.67 | |
| MR | 5 | 43m 05s | 2.66 | 2.6 | 2.4 | 2.6 | |
| RE | 1 | 35m 35s | 2.8 | 1.0 | 2.0 | 3.0 | |
| EA | 4 | 31m 26s | 3.0 | 3.5 | 3.0 | 3.0 | |
| LN | 2 | 30m 50s | 2.7 | 3.0 | 2.5 | 2.5 | |
| E | 1 | 15m 58s | 2.7 | 4.0 | 2.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 8 | 47m 30s | 2.25 | 2.75 | 1.5 | 2.75 | ✓ |
| SETUP | 7 | 57m 00s | 3.14 | 3.57 | 2.86 | 3.29 |
What You Did Well
- Mesh Pairing Expertise2 of 5 MX calls resolvedCorrectly applied single-press pairing for MX6200 (call #TE00134348) and MX5500 (call #LTS00136256) per KB, validated by solid blue LED and dashboard confirmation.Why this matters: Ensures reliable mesh deployments and reduces customer effort.
Growth Focus
- Protocol CompletenessAppeared in 3 of 20 callsRepeated protocol misses: failed to collect serial/warranty info (calls #PR00136115, #TE00136628) and skipped ISP speed isolation (call #TE00134348).Why this matters: Increases escalations and repeat calls due to incomplete diagnostics.Example: Call #TE00134348: No modem speed test performed despite slow speeds on 1Gbps plan.What better looks like: Always verify ISP speed at modem before troubleshooting router, per universal_speed_below_plan.md.
Callback Flags
No callback chains detected.
Documentation Accuracy
#TE00134348HIGH
Grader saw: Escalated for speed-performance investigation
No documentation present despite escalation commitment
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 callbacks due to unconfirmed resolutions
- Step 2Always collect product model, serial number, and warranty status during initial callWhy: Required for protocol compliance and escalationsThis week: #TE00134348
- Step 3Verify ISP speed directly at the modem before troubleshooting router settingsWhy: Avoids misdiagnosis of router issues that are actually ISP-relatedThis week: #TE00134348
Escalation Lessons
#TE00134348 — MX6200
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Agent scheduled a callback to continue diagnostics; no fix confirmed.
Why it escalated: Exceeded threshold. Verified with CAT Paolo
What L2 did:
- For escalation. Verified with CAT Paolo
- Status: Resolved -> Escalated
- Assignee: charm.awitan -> [REDACTED_EMAIL]
L1 learning points:
- Always verify ISP speed at modem before router troubleshooting
- Document escalation reasons clearly in HappyFox
Status: pending_with_level_2_or_followup · Category: GENERAL INQUIRY
What happened on the call: Call ended without resolution or next steps.
#EOS00136463 — EA6900
Status: resolved · Category: SETUP
What happened on the call: Router was configured locally; customer instructed to connect EA6100 to Spectrum router's LAN port to complete integration.
#TE00135556 — E5450
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Supervisor will contact the customer on the verified number.
#TE00136628 — MX6200
Status: pending_with_level_2_or_followup · Category: SETUP
What happened on the call: No resolution achieved. Agent suggested re-adding the system to Linksys Smart Wi-Fi account but provided no concrete next steps or escalation path. Customer remained frustrated about lack of remote reboot capability.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00134348INBOUND | 2026-07-06 | 1.8 A 1P 2C 3 | 49.8% Needs Improvement | MX6200 | CONNECTIVITY | Agent scheduled a callback to continue diagnostics; no fix confirmed. |
| #LTS00108433INBOUND | 2026-07-06 | 4.3 A 5P 4C 3 | 88.0% Meets / Exceeds | MX6200 | SETUP | Router successfully configured and connected to internet. Customer confirmed full functionality. No further action required. |
| #LTS00136106INBOUND | 2026-07-07 | 4.4 A 5P 4C 4 | 75.7% Developing | LN1301 | SETUP | Router setup completed and internet connectivity confirmed on multiple devices. |
| #PR00136115INBOUND | 2026-07-07 | 1.8 A 5P 1C 2 | — | GENERAL INQUIRY | Call ended without resolution or next steps. | |
| #PR00136115INBOUND | 2026-07-07 | 2.8 A 5P 2C 3 | 30.3% Needs Improvement | MX4200 | HARDWARE | No resolution achieved; further troubleshooting or escalation required. |
| #PR00136115OUTBOUND | 2026-07-07 | 2.8 A 3P 2C 3 | 45.7% Needs Improvement | MX4200 | HARDWARE | Escalated to L2 for hardware fault confirmation, warranty validation, and replacement eligibility; promised follow-up within 24-48 hours. |
| #LTS00136256INBOUND | 2026-07-07 | 3.4 A 5P 3C 3 | 100.0% Meets / Exceeds | MX5500 | CONNECTIVITY | Child nodes re-paired and online; customer to reconnect laptop Wi-Fi and verify internet connectivity. |
| #GI00136292INBOUND | 2026-07-08 | 2.6 A 4P 2C 2 | 38.7% Needs Improvement | CONNECTIVITY | Identified 100 Mbps Ethernet link speed as likely bottleneck; no definitive fix or next step provided. | |
| #GI00136292OUTBOUND | 2026-07-08 | 1.7 A 2P 1C 2 | 56.4% Needs Improvement | CONNECTIVITY | Internet briefly restored but node remained unstable. Customer advised to monitor system; no confirmed fix or valid support path provided. | |
| #GI00136429INBOUND | 2026-07-08 | 2.2 A 2P 2C 3 | 43.7% Needs Improvement | ACCESS | No viable resolution provided. Customer advised to use local access via router password and secure email, but no method to delete or recover the cloud account was offered. | |
| #LTS00136431INBOUND | 2026-07-08 | 4.3 A 4P 4C 4 | 91.9% Meets / Exceeds | MR8300 | CONFIGURATION | Successfully separated 2.4 GHz and 5 GHz bands by renaming SSID; customer confirmed connectivity and intended to proceed with device setup. |
| #LTS00028073INBOUND | 2026-07-08 | 1.8 A 5P 1C 3 | — | MX4200 | NO TROUBLESHOOTING NEEDED | None provided; customer will call back. |
| #LTS00135369INBOUND | 2026-07-08 | 1 A 1P 1C 1 | 48.7% Needs Improvement | LN1100 | CONNECTIVITY | not_fixed |
| #LTS00136457INBOUND | 2026-07-08 | 1.1 A 1P 1C 2 | 29.6% Needs Improvement | MR8300 | ACCESS | No technical fix was achieved; customer was directed to the generic support website. |
| #EOS00136462INBOUND | 2026-07-08 | 2.8 A 3P 2C 3 | 22.2% Needs Improvement | EA8300 | CONNECTIVITY | Provided link to support.linksys.com and recommendation to consider a new router. |
| #EOS00136463INBOUND | 2026-07-09 | 3.2 A 4P 4C 3 | 70.1% Developing | EA6900 | SETUP | Router was configured locally; customer instructed to connect EA6100 to Spectrum router's LAN port to complete integration. |
| #TE00135556OUTBOUND | 2026-07-09 | 2.7 A 4P 2C 3 | 0.0% Needs Improvement | E5450 | CONNECTIVITY | Supervisor will contact the customer on the verified number. |
| #EOS00136474INBOUND | 2026-07-09 | 2.8 A 2P 3C 4 | 56.1% Needs Improvement | EA9500 | ACCESS | Customer instructed to try local login with default password; if unsuccessful, perform a factory reset using the emailed guide. |
| #LTS00136592INBOUND | 2026-07-09 | 1.8 A 1P 2C 2 | 28.7% Needs Improvement | MX2000 | CONNECTIVITY | Issue remains unresolved; further troubleshooting or possible hardware replacement needed. |
| #LTS00136592OUTBOUND | 2026-07-09 | 2.3 A 3P 2C 2 | 9.4% Needs Improvement | MX2000 | CONNECTIVITY | Customer should locate the recovery key printed on the bottom of the Linksys node and use it to reset the admin password. If the key cannot be found or the reset fails, schedule a follow-up or escalation. |
| #LTS00136592OUTBOUND | 2026-07-09 | 1.4 A 1P 1C 3 | 17.4% Needs Improvement | MX2000 | CONNECTIVITY | Incorrectly advised customer to contact ISP or replace modem without proper diagnostics. |
| #EOS00136609INBOUND | 2026-07-09 | 3.2 A 5P 3C 2 | 20.0% Needs Improvement | EA7300 | SETUP | Directed to support.linksys.com and promised email with setup instructions. |
| #LTS00136613INBOUND | 2026-07-09 | 3 A 2P 3C 3 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Node paired successfully; customer can relocate node. Ticket closed. |
| #TE00136628OUTBOUND | 2026-07-09 | 2 A 2P 2C 2 | 47.2% Needs Improvement | MX6200 | SETUP | No resolution achieved. Agent suggested re-adding the system to Linksys Smart Wi-Fi account but provided no concrete next steps or escalation path. Customer remained frustrated about lack of remote reboot capability. |
| #LTS00136631INBOUND | 2026-07-10 | 1.8 A 1P 2C 2 | 55.7% Needs Improvement | MX4200 | SETUP | Agent promised to call back to continue troubleshooting; no definitive fix was achieved. |
| #LTS00136727INBOUND | 2026-07-10 | 3.5 A 3P 4C 4 | 85.1% Meets / Exceeds | WHW03 | ACCESS | Customer renamed SSIDs and confirmed the network now shows distinct 2.4 GHz and 5 GHz names; issue considered resolved. |
| #LTS00136741INBOUND | 2026-07-10 | 2.3 A 3P 2C 2 | 69.5% Needs Improvement | WHW03 | CONNECTIVITY | No fix achieved; recommend power-cycle nodes, verify correct Wi-Fi network, retry 5-press, or factory reset parent and re-add nodes. Escalate if hardware fault suspected. |
| #LTS00136758INBOUND | 2026-07-10 | 3.3 A 4P 3C 2 | 58.4% Needs Improvement | MR2000 | CONNECTIVITY | Wi‑Fi connectivity restored; customer confirmed internet works on multiple devices. |
| #EOS00136779INBOUND | 2026-07-11 | 2.8 A 1P 2C 3 | 24.8% Needs Improvement | RE7000 | CONNECTIVITY | Directed customer to invalid support website (support-linksys.com) and stated no further assistance can be provided. |
| #LTS00136785INBOUND | 2026-07-11 | 3 A 3P 3C 3 | 88.2% Meets / Exceeds | MR9000 | ACCESS | Wi-Fi password changed; customer to reconnect devices and verify connectivity. If unwanted devices persist, check router settings for MAC filtering or parental controls. |
| #LTS00136785OUTBOUND | 2026-07-11 | 1.6 A 1P 1C 2 | 55.5% Needs Improvement | MR9000 | ACCESS | No resolution achieved. Customer left to attempt web UI access independently without confirmation of success or further support path. |
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