4Calls
2.05Avg Score
88m 00sAvg Handle Time
3Documented
3Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.05 | 4 |
| Technical Accuracy | 2.0 | 4 |
| Protocol | 1.25 | 4 |
| Communication | 2.5 | 4 |
Main focus: Missing device identification
V2 Rubric (Shadow Grading)
V2 overall: 50.09% across 4 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.27 |
| Technical Accuracy | 2.42 |
| Communication | 3.12 |
| Customer Ownership | 2.95 |
| Escalation Judgment | 0.0 |
| Customer Experience | 3.3 |
- Partial Resolution: 2
- Ownership Gap: 1
- Unresolved: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 3 | 99m 02s | 2.0 | 1.67 | 1.0 | 2.33 | |
| E | 1 | 54m 53s | 2.2 | 3.0 | 2.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 148m 03s | 1.6 | 1.5 | 1.0 | 2.5 | ✓ |
| ACCESS | 1 | 64m 13s | 2.8 | 1.0 | 1.0 | 2.0 | |
| CONNECTIVITY | 1 | 54m 53s | 2.2 | 3.0 | 2.0 | 3.0 |
What You Did Well
- Patient customer handling4 of 4 callsMaintained a polite and patient tone throughout frustrated calls, acknowledging customer concerns (call #TE00136055, #TE00136628).Why this matters: Reduces customer escalation risk and improves experience
- Effective UI navigation guidance2 of 4 callsSuccessfully guided customers through router UI access and basic configuration despite procedural errors (call #TE00136055, #TE00135556).Why this matters: Enables self-service resolutions
Growth Focus
- Missing device identification3 of 4 callsFailed to collect product model/serial numbers in 3 of 4 calls, preventing proper troubleshooting and warranty validation (calls #TE00135556, #TE00136628).Why this matters: Leads to misdiagnosis and delayed resolutionsExample: Call #TE00135556: Agent assumed admin password matched Wi-Fi password without verifying device typeWhat better looks like: Always collect model/serial before proceeding with diagnostics
- Incomplete troubleshooting protocol4 of 4 callsSkipped standard steps (modem test, power cycle, firmware check) in all calls, leading to unresolved issues (all 4 calls).Why this matters: Increases repeat call risk and customer frustrationExample: Call #TE00136628: No power cycle performed despite persistent connectivity issuesWhat better looks like: Follow KB-mandated diagnostic sequence: modem test → power cycle → firmware update
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Always collect product model and serial number before proceeding with diagnosticsWhy: Prevents misdiagnosis and ensures proper warranty handling
- Step 2Complete full power cycle and modem isolation test before accessing router UIWhy: Avoids unnecessary troubleshooting and speeds resolutionThis week: #TE00135556
- Step 3Verify firmware versions and enable auto-updates per KB guidelinesWhy: Prevents compatibility issues and improves stabilityThis week: #TE00136628
Escalation Lessons
#TE00136055 — MX2000
Status: resolved · Category: ACCESS
What happened on the call: Router and child nodes are online; Wi-Fi credentials updated. Customer advised to contact Cox for SDN network issues.
#TE00135556 — E5450
Status: resolved · Category: CONNECTIVITY
What happened on the call: Advised that a wired computer is needed to test the modem directly; no further action taken.
#TE00136628 — MX6200
Status: pending_with_level_2_or_followup · Category: SETUP
What happened on the call: Agent promised a callback in 5-10 minutes but provided no technical resolution, case number, or documented path forward.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00136055OUTBOUND | 2026-07-07 | 2.8 A 1P 1C 2 | 79.7% Developing | MX2000 | ACCESS | Router and child nodes are online; Wi-Fi credentials updated. Customer advised to contact Cox for SDN network issues. |
| #TE00135556OUTBOUND | 2026-07-09 | 2.2 A 3P 2C 3 | 33.1% Needs Improvement | E5450 | CONNECTIVITY | Advised that a wired computer is needed to test the modem directly; no further action taken. |
| #TE00136628INBOUND | 2026-07-10 | 1.7 A 3P 1C 2 | 16.2% Needs Improvement | MX6200 | SETUP | Agent promised a callback in 5-10 minutes but provided no technical resolution, case number, or documented path forward. |
| #TE00136628OUTBOUND | 2026-07-10 | 1.5 A 1P 1C 3 | 71.4% Developing | MX6200 | SETUP | Issue remains unresolved; recommend escalation to higher tier for detailed mesh diagnostics and possible hardware RMA. |
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