8Calls
1.70Avg Score
49m 12sAvg Handle Time
5Documented
4Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.7 | 8 |
| Technical Accuracy | 1.62 | 8 |
| Protocol | 1.38 | 8 |
| Communication | 2.38 | 8 |
Main focus: Protocol adherence
V2 Rubric (Shadow Grading)
V2 overall: 45.51% across 7 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.05 |
| Technical Accuracy | 1.52 |
| Communication | 2.5 |
| Customer Ownership | 3.32 |
| Escalation Judgment | 0.0 |
| Customer Experience | 2.75 |
- Partial Resolution: 4
- Unresolved: 2
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| RE | 1 | 85m 06s | 1.1 | 1.0 | 1.0 | 2.0 | |
| MBE | 2 | 68m 52s | 1.9 | 3.0 | 1.5 | 2.0 | |
| MX | 2 | 49m 52s | 1.9 | 1.5 | 2.0 | 2.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 5 | 58m 16s | 1.66 | 1.4 | 1.4 | 2.2 | ✓ |
| HARDWARE | 1 | 6m 27s | 2.2 | 1.0 | 1.0 | 4.0 | |
| GENERAL INQUIRY | 1 | 3m 17s | 2.0 | 1.0 | 1.0 | 2.0 |
What You Did Well
- Clear communicationPresent in 5 of 7 callsMaintained calm and professional tone throughout calls, acknowledged customer frustration, and communicated specific timelines (e.g., 7–14 days shipping).Why this matters: Builds trust and reduces customer frustration, improving overall experience.
Growth Focus
- Protocol adherence4 of 7 callsFailed to collect model/serial numbers, verify warranty status, and create HappyFox cases in 4 of 7 calls, violating standard protocols.Why this matters: Risk of incorrect support eligibility, repeat calls, and non-compliance with case management.Example: Call #PR00134557: No model/serial collected, no warranty check, and no case number provided despite hardware replacement.What better looks like: Always collect model/serial, verify warranty, and create/document a HappyFox case before proceeding.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Always collect and verify device model, serial number, and warranty status before any troubleshooting or escalation.Why: Prevents unsupported hardware claims, ensures correct RMA eligibility, and avoids repeat calls.
- Step 2Before providing any URLs or IP addresses, cross-reference KB articles to ensure accuracy.Why: Avoids directing customers to incorrect or malicious sites, reducing security risk and frustration.This week: #PR00134557
- Step 3Complete all required WAN diagnostics (modem test, power cycle, cable swap) before declaring an issue unresolved.Why: Ensures thorough isolation of issues and prevents premature escalation or misdiagnosis.This week: #TE00023348
Escalation Lessons
Status: pending_with_level_2_or_followup · Category: HARDWARE
What happened on the call: Customer Service to contact customer within 24–48 business hours; power adapter to be shipped under special process.
#TE00133653 — RE7310
Status: resolved · Category: CONNECTIVITY
What happened on the call: Agent could not resolve the issue; scheduled a follow-up call for the next day to obtain the extender’s IP address and complete configuration.
#TE00023348 — MX6200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Agent will request a picture of the Comcast gateway and a hand-drawn network topology via email, then follow up the next day to continue troubleshooting or arrange a replacement.
#TE00099154 — MBE7000
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Agent promised a callback from a higher-tier technician (pending).
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00134557OUTBOUND | 2026-07-06 | 2.2 A 1P 1C 4 | 100.0% Meets / Exceeds | HARDWARE | Customer Service to contact customer within 24–48 business hours; power adapter to be shipped under special process. | |
| #TE00133653OUTBOUND | 2026-07-07 | 1.1 A 1P 1C 2 | 5.9% Needs Improvement | RE7310 | CONNECTIVITY | Agent could not resolve the issue; scheduled a follow-up call for the next day to obtain the extender’s IP address and complete configuration. |
| #TE00133653OUTBOUND | 2026-07-08 | 1.6 A 1P 1C 2 | 32.6% Needs Improvement | CONNECTIVITY | Agent will email customer requesting floor plan and extender IP address; no immediate fix applied. | |
| #TE00023348OUTBOUND | 2026-07-09 | 2 A 2P 2C 2 | 50.1% Needs Improvement | MX6200 | CONNECTIVITY | Agent will request a picture of the Comcast gateway and a hand-drawn network topology via email, then follow up the next day to continue troubleshooting or arrange a replacement. |
| #TE00023348OUTBOUND | 2026-07-09 | 1.8 A 1P 2C 3 | 60.2% Needs Improvement | MX6200 | CONNECTIVITY | Agent will email the customer requesting the sysinfo file and will follow up the next morning to continue troubleshooting. |
| #TE00099154INBOUND | 2026-07-09 | 1.8 A 5P 1C 2 | — | MBE7000 | CONNECTIVITY | Agent promised a callback from a higher-tier technician (pending). |
| #TE00099154OUTBOUND | 2026-07-09 | 2 A 1P 2C 2 | 69.7% Needs Improvement | MBE7000 | CONNECTIVITY | Beta firmware installed; monitoring to be performed for 24-48 hours; follow-up email and call scheduled. |
| #PR00110086OUTBOUND | 2026-07-10 | 1.1 A 1P 1C 2 | 0.0% Needs Improvement | GENERAL INQUIRY | Vague escalation to Customer Service with no case documentation, incorrect support URL, and no follow-up mechanism confirmed. |
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