8Calls
2.10Avg Score
47m 06sAvg Handle Time
6Documented
3Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.1 | 8 |
| Technical Accuracy | 1.88 | 8 |
| Protocol | 1.5 | 8 |
| Communication | 2.0 | 8 |
Main focus: Product Data Collection
V2 Rubric (Shadow Grading)
V2 overall: 52.56% across 8 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.91 |
| Technical Accuracy | 2.7 |
| Communication | 3.12 |
| Customer Ownership | 3.72 |
| Escalation Judgment | 1.67 |
| Customer Experience | 2.37 |
- Unresolved: 5
- Partial Resolution: 2
- Ownership Gap: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 65m 56s | 2.8 | 2.0 | 2.0 | 2.0 | |
| MX | 5 | 51m 09s | 1.88 | 1.6 | 1.2 | 2.0 | |
| WHW | 1 | 43m 19s | 1.8 | 1.0 | 2.0 | 2.0 | |
| WRT | 1 | 11m 44s | 2.8 | 4.0 | 2.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 42m 30s | 1.63 | 1.25 | 1.25 | 2.25 | ✓ |
| ACCESS | 2 | 21m 57s | 2.4 | 3.0 | 2.0 | 2.0 | |
| SETUP | 3 | 43m 53s | 2.23 | 2.33 | 2.33 | 2.0 |
What You Did Well
- Customer EngagementPresent in 7 of 9 callsMaintained polite and patient tone throughout calls, acknowledging customer frustration and offering empathy. Demonstrated ownership by attempting multiple troubleshooting steps and explaining processes clearly.Why this matters: Builds trust and reduces customer effort, improving satisfaction and likelihood of successful resolution.
Growth Focus
- Product Data CollectionOccurred in 5 of 9 callsFailed to collect critical product model, serial number, and warranty information in 5 of 9 calls, preventing accurate troubleshooting and support eligibility verification. This led to inefficient diagnostics and unresolved issues.Why this matters: Missing product data increases resolution time, risks incorrect guidance, and prevents proper warranty support.Example: Call #TE00105631: Agent initiated remote session without confirming product model or serial number, leading to misapplied troubleshooting steps.What better looks like: Always collect product model, serial number, and warranty status within the first 2 minutes of the call using scripted prompts.
- Technical AccuracyOccurred in 4 of 9 callsProvided incorrect technical guidance including mischaracterizing the 5-press method as a factory reset, suggesting unsupported firmware reflashing, and stating false Wi-Fi range claims. These errors prolonged issues and eroded customer trust.Why this matters: Inaccurate guidance leads to failed resolutions, increased callbacks, and potential security risks.Example: Call #LTS00136787: Agent claimed '5-press method is a factory reset' contradicting KB documentation, preventing proper escalation.What better looks like: Follow documented KB procedures precisely; verify all technical claims against official guidance before sharing.
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 callbacks by ensuring actual problem resolution.
- Step 2Always collect product model, serial number, and warranty status within the first 2 minutes of every call using scripted prompts.Why: Enables accurate troubleshooting and proper support eligibility determination.This week: #TE00105631
- Step 3Verify all technical guidance against official KB documents before sharing with customers; never provide unsupported procedures like firmware reflashing.Why: Ensures accurate information and prevents security risks or equipment damage.This week: #TE00105631
Escalation Lessons
#TE00134348 — MX6200
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Agent promised to follow up in 90 minutes; no definitive fix was applied or confirmed.
Why it escalated: Agent promised to follow up in 90 minutes; no definitive fix was applied or confirmed.
What L2 did:
- Verified with CAT Paolo
- Processed callback case
- Performed remote diagnostics via Zoho session
L1 learning points:
- Always collect product model and serial number before troubleshooting
- Use supported remote tools only
- Confirm fix before closing unresolved issues
#TE00105631 — MX55EC3
Status: resolved · Category: CONNECTIVITY
What happened on the call: Issue remains unresolved. Recommend verifying product model, checking parent router WAN status, performing correct factory reset per KB, and considering hardware replacement if needed.
Why it escalated: Issue remained unresolved after multiple incorrect attempts; no valid troubleshooting path completed.
What L2 did:
- Performed 5-press recovery method
- Reflashed firmware of child node
- Relocated node for optimal signal
L1 learning points:
- Follow documented mesh troubleshooting flow
- Verify LED patterns against KB
- Avoid unsupported procedures like firmware reflashing
#TE00136407 — MX6200
Status: resolved · Category: ACCESS
What happened on the call: Return the router to the store (assuming warranty coverage) or use reboot workaround to access UI before devices reconnect. No firmware update or configuration fix provided.
Why it escalated: UI instability under high device load not resolved; temporary reboot workaround provided only.
What L2 did:
- Confirmed known memory-related UI limitation
- Provided temporary reboot workaround
- Advised return under warranty
L1 learning points:
- Document known UI limitations for high-device-count scenarios
- Verify warranty status before suggesting returns
- Provide clear next steps for unresolved issues
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00134348OUTBOUND | 2026-07-07 | 1.1 A 1P 1C 2 | 46.3% Needs Improvement | MX6200 | CONNECTIVITY | Agent promised to follow up in 90 minutes; no definitive fix was applied or confirmed. |
| #TE00105631OUTBOUND | 2026-07-08 | 1.1 A 1P 1C 2 | 31.9% Needs Improvement | MX55EC3 | CONNECTIVITY | Issue remains unresolved. Recommend verifying product model, checking parent router WAN status, performing correct factory reset per KB, and considering hardware replacement if needed. |
| #TE00105631OUTBOUND | 2026-07-08 | 2.8 A 1P 1C 2 | 54.8% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer reports node now shows solid blue; issue appears fixed. |
| #TE00134348OUTBOUND | 2026-07-08 | 1.6 A 1P 1C 2 | 83.8% Developing | MX6200 | CONNECTIVITY | No resolution confirmed. Customer left to try suggestions independently. |
| #TE00136407OUTBOUND | 2026-07-09 | 2.8 A 4P 2C 2 | 64.8% Needs Improvement | MX6200 | ACCESS | Return the router to the store (assuming warranty coverage) or use reboot workaround to access UI before devices reconnect. No firmware update or configuration fix provided. |
| #LTS00136778INBOUND | 2026-07-11 | 2.8 A 2P 2C 2 | 52.1% Needs Improvement | MR8300 | SETUP | Verify modem connectivity directly; if internet works, contact Spectrum for possible router hardware replacement. |
| #EOS00136786INBOUND | 2026-07-11 | 2.8 A 4P 2C 2 | 37.9% Needs Improvement | WRT1900AC | ACCESS | Sent networking guide to the customer's email; customer to follow guide to re‑configure Wi‑Fi and attempt login again. |
| #LTS00136787INBOUND | 2026-07-11 | 1.8 A 1P 2C 2 | 48.9% Needs Improvement | WHW03 | SETUP | Customer connected to Wi-Fi but still had no internet; no further troubleshooting, escalation, or next steps were provided. |
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