2Calls
2.80Avg Score
6m 16sAvg Handle Time
2Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.8 | 2 |
| Technical Accuracy | 5.0 | 2 |
| Protocol | 1.5 | 2 |
| Communication | 2.5 | 2 |
Main focus: Collect product details
V2 Rubric (Shadow Grading)
V2 overall: 57.26% across 2 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.5 |
| Technical Accuracy | 2.97 |
| Communication | 2.5 |
| Customer Ownership | 2.64 |
| Escalation Judgment | 4.0 |
| Customer Experience | 3.04 |
- Successful Resolution: 1
- Unresolved: 1
Where Did the Time Go
Product family breakdown not available.
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 6m 32s | 2.8 | 5.0 | 2.0 | 2.0 | |
| HARDWARE | 1 | 6m 01s | 2.8 | 5.0 | 1.0 | 3.0 |
What You Did Well
- Calm under pressure1 of 2 callsRemained calm and professional despite the customer's anger and accusations across #PR00128785.Why this matters: Maintains customer engagement and prevents escalation from worsening
- Empathetic communication1 of 2 callsDemonstrated empathy for the customer’s urgent personal circumstances (wildfires, health issues) in #PR00134557.Why this matters: Builds trust and improves resolution likelihood even in difficult situations
Growth Focus
- Collect product details2 of 2 callsFailed to collect product model, serial number, or verify warranty status in both calls despite these being mandatory for RMA and warranty claims.Why this matters: Prevents valid claims from being processed and creates repeat contact riskExample: In #PR00128785, no product details were collected before discussing compensation, violating warranty verification protocol.What better looks like: Always collect product model, serial number, and verify warranty status before discussing resolution options or compensation.
- Document and track requests2 of 2 callsDid not create HappyFox cases, provide RMA numbers, or give clear follow-up timelines in either call.Why this matters: Leaves customers without a way to track progress and increases callback riskExample: In #PR00134557, no RMA or tracking number was provided despite initiating a replacement shipment.What better looks like: Create a HappyFox case for every request and provide a trackable reference number with clear next steps.
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Collect product model, serial number, and verify warranty status before discussing any resolution or compensationWhy: Ensures valid claims can be processed and prevents unnecessary escalationsThis week: #PR00128785
- Step 2Create a HappyFox case and provide a trackable reference number with clear next steps for every customer requestWhy: Gives customers a way to follow up and reduces callback riskThis week: #PR00134557
- Step 3Offer alternative resolution paths when customers reject standard compensation, including clear escalation timelinesWhy: Prevents unresolved issues and maintains customer trustThis week: #PR00128785
Escalation Lessons
Status: pending_with_level_2_or_followup · Category: GENERAL INQUIRY
What happened on the call: Escalation to upper management initiated; gift card cancellation pending.
Why it escalated: Customer rejected digital gift card compensation for a product failure after eight months and demanded full refund and US-based support
What L2 did:
- Processed $22.57 CAD digital gift card reimbursement
- Initiated supervisor callback to address customer refusal
- Escalated to HQ for policy review regarding refund amounts
L1 learning points:
- Always collect product model and serial number before processing warranty claims
- Provide clear case numbers and expected timelines during escalations
- Offer alternative resolution paths when customers reject standard compensation
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00128785OUTBOUND | 2026-07-07 | 2.8 A 5P 2C 2 | 16.9% Needs Improvement | GENERAL INQUIRY | Escalation to upper management initiated; gift card cancellation pending. | |
| #PR00134557OUTBOUND | 2026-07-07 | 2.8 A 5P 1C 3 | 97.6% Meets / Exceeds | HARDWARE | Request forwarded to shipping department for processing; estimated delivery in 7–14 business days. No RMA or tracking number provided. |
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