16Calls
2.25Avg Score
26m 48sAvg Handle Time
11Documented
5Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.25 | 16 |
| Technical Accuracy | 2.44 | 16 |
| Protocol | 1.81 | 16 |
| Communication | 2.38 | 16 |
Main focus: Technical Inaccuracy
V2 Rubric (Shadow Grading)
V2 overall: 49.34% across 14 v2-scored calls this week1 auto-zero
| Category | Week Average |
|---|---|
| Resolution | 2.77 |
| Technical Accuracy | 2.61 |
| Communication | 2.59 |
| Customer Ownership | 3.15 |
| Escalation Judgment | 2.33 |
| Customer Experience | 2.35 |
- Successful Resolution: 6
- Unresolved: 6
- Appropriate Escalation: 1
- Partial Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 11 | 31m 50s | 2.28 | 2.45 | 1.73 | 2.36 | Outlier: 2.0x weekly median handle time |
| WHW | 2 | 17m 42s | 1.95 | 3.0 | 2.5 | 2.5 | |
| E | 2 | 14m 23s | 2.85 | 2.5 | 2.0 | 2.5 | |
| EA | 1 | 14m 18s | 1.3 | 1.0 | 1.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 6 | 32m 30s | 2.0 | 2.0 | 1.33 | 2.0 | ✓ |
| CONFIGURATION | 3 | 17m 10s | 1.63 | 1.33 | 1.0 | 2.33 | ✓ |
| ACCESS | 2 | 23m 46s | 2.15 | 3.5 | 2.0 | 3.0 |
What You Did Well
- EOL Device Guidance4 of 15 callsAccurately identified E2500 as end-of-life and recommended appropriate modern replacements (MX6200/MBE7100) based on customer needs in 4 calls (#EOS00136387, #EOS00136717, #TE00047658, #LTS00136611).Why this matters: Prevents customer frustration from unsupported hardware and directs them to viable solutions.
- Device Info Collection8 of 15 callsConsistently collected model numbers, serial numbers, and warranty status across 8 calls (#LTS00135989, #TE00047658, #LTS00136208, #LTS00136443, #TE00136407, #136544, #136611, #136717).Why this matters: Enables accurate diagnostics and appropriate support path selection.
Growth Focus
- Technical Inaccuracy5 of 15 callsProvided incorrect product specifications (MX6200 as Wi-Fi 7, universal PPPoE/POE support) and malformed URLs in 5 calls (#TE00136621, #TE00047658, #LTS00136611, #136717, #136621).Why this matters: Risk of customer confusion and loss of trust due to factual errors.Example: Incorrectly claimed MX6200 supports Wi-Fi 7 (#TE00136621) contrary to KB documentation.What better looks like: Verify product specs against KB before responding; use exact support URLs.
- Diagnostic Omission4 of 15 callsSkipped critical diagnostics (modem test, WAN status verification) in WAN connectivity issues across 4 calls (#622a14e0-7bba-11f1-9e70-42010a660053, #000eeaae-7bc1-11f1-b857-42010a660053, #61df21ca-7bdc-11f1-b823-42010a62006f, #1756bc00-7c7f-11f1-b716-42010a62006f).Why this matters: Leads to unresolved issues and unnecessary escalations.Example: Failed to test internet at modem in #622a14e0-7bba-11f1-9e70-42010a660053 despite clear KB requirement.What better looks like: Always perform upstream connectivity test per universal_isp_modem_diagnostics.md.
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 callbacks due to unresolved issues and ensures customer satisfaction.
- Step 2Always verify upstream internet connectivity by testing directly at the modem with a wired device before proceeding with router troubleshooting.Why: Avoids misdiagnosis and reduces escalations for ISP-related issues.
- Step 3Collect and verify product model, serial number, and warranty status on every call before proceeding with troubleshooting.Why: Enables appropriate support path selection and prevents EOL misrepresentation.
Escalation Lessons
#TE00135947 — MX5500
Status: resolved · Category: CONNECTIVITY
What happened on the call: Agent attempted to transfer the call to a higher-level technician but did not confirm transfer success or schedule a callback.
Why it escalated: Agent attempted transfer but didn't confirm success or schedule callback
What L2 did:
- Verified modem connectivity
- Reconfigured router settings
- Confirmed resolution via callback
L1 learning points:
- Always confirm transfer success or schedule callback
- Document essential case details before escalation
#TE00136407 — MX6200
Status: pending_with_level_2_or_followup · Category: ACCESS
What happened on the call: Case escalated to higher-level support for further investigation into potential CPU overload or software bug.
Why it escalated: UI instability under high client load requiring engineering analysis
What L2 did:
- Reviewed firmware version
- Analyzed client load patterns
- Initiated engineering review
L1 learning points:
- Perform basic load reduction troubleshooting
- Acknowledge customer frustration during complex issues
#TE00136544 — MX6200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Customer to contact ISP to activate the modem (register MAC address). Agent will call back in 30 minutes to verify internet connectivity.
#TE00047658 — MX5500
Status: resolved · Category: CONNECTIVITY
What happened on the call: Agent promised to call back; no technical fix applied.
#TE00136621 — MX2000
Status: resolved · Category: SETUP
What happened on the call: No fix was achieved. Agent suggested that the product is EOL and replacement is not available; further escalation or hardware RMA may be required.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00135989INBOUND | 2026-07-06 | 1.3 A 1P 1C 2 | 12.3% Needs Improvement | EA7500 | CONNECTIVITY | Agent stated router is out of warranty, claimed no firmware updates available, offered $15 paid support, suggested purchasing a new router, and provided an invalid support URL. No actionable fix was provided. |
| #TE00135947INBOUND | 2026-07-06 | 2.8 A 5P 2C 3 | — | MX5500 | CONNECTIVITY | Agent attempted to transfer the call to a higher-level technician but did not confirm transfer success or schedule a callback. |
| #TE00135947OUTBOUND | 2026-07-06 | 1.4 A 1P 1C 2 | 82.8% Developing | MX5500 | CONNECTIVITY | None provided. Call ended without confirmation of internet connectivity or clear next steps. |
| #TE00135947OUTBOUND | 2026-07-06 | 2.8 A 1P 2C 2 | 0.0% Needs Improvement | MX5500 | CONNECTIVITY | Node successfully added; WiFi connectivity restored with correct network name and password. |
| #LTS00136208OUTBOUND | 2026-07-07 | 3 A 4P 2C 3 | 80.8% Developing | MX4200 | CONFIGURATION | Password reset completed via Linksys app; customer reports successful change. |
| #EOS00136387INBOUND | 2026-07-08 | 2.9 A 3P 2C 3 | 100.0% Meets / Exceeds | E2500 | GENERAL INQUIRY | Advised replacement with MX6200 (Velop Pro 6E) or MBE7100; customer to research independently. |
| #LTS00136443INBOUND | 2026-07-08 | 2.8 A 5P 4C 3 | 80.0% Developing | WHW03 | ACCESS | Password changed and basic connectivity confirmed on one device; agent scheduled a callback due to call drop. |
| #TE00136407INBOUND | 2026-07-08 | 2.8 A 5P 3C 2 | 67.7% Needs Improvement | MX6200 | ACCESS | Case escalated to higher-level support for further investigation into potential CPU overload or software bug. |
| #TE00136544OUTBOUND | 2026-07-09 | 2.4 A 3P 2C 3 | 61.4% Needs Improvement | MX6200 | CONNECTIVITY | Customer to contact ISP to activate the modem (register MAC address). Agent will call back in 30 minutes to verify internet connectivity. |
| #TE00136544OUTBOUND | 2026-07-09 | 2.8 A 1P 1C 2 | 61.2% Needs Improvement | MX6200 | CONNECTIVITY | Customer confirmed network status with check-marks and indicated internet access; no further steps needed. |
| #TE00047658OUTBOUND | 2026-07-09 | 1.8 A 4P 1C 2 | — | MX5500 | CONNECTIVITY | Agent promised to call back; no technical fix applied. |
| #TE00047658INBOUND | 2026-07-09 | 2.8 A 1P 2C 3 | 54.5% Needs Improvement | MX5500 | CONNECTIVITY | Node now shows solid blue; customer can relocate the node and continue normal operation. |
| #LTS00136611INBOUND | 2026-07-09 | 1.1 A 1P 1C 2 | 33.1% Needs Improvement | WHW03 | CONFIGURATION | No resolution; call ended without clear next steps. |
| #EOS00136717INBOUND | 2026-07-10 | 2.8 A 2P 2C 2 | 7.5% Needs Improvement | E2500 | SETUP | Customer to perform factory reset and manually configure the router using the emailed guide; consider upgrading to a supported model. |
| #TE00136621OUTBOUND | 2026-07-10 | 1.1 A 1P 1C 2 | 15.3% Needs Improvement | MX2000 | SETUP | No fix was achieved. Agent suggested that the product is EOL and replacement is not available; further escalation or hardware RMA may be required. |
| #TE00136621OUTBOUND | 2026-07-10 | 1.4 A 1P 2C 2 | 34.2% Needs Improvement | MX2000 | SETUP | Advised customer to return the current nodes to Amazon and consider purchasing an MX6200; escalated the case to engineering for further investigation. |
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