24Calls
2.56Avg Score
30m 18sAvg Handle Time
23Documented
1Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.56 | 24 |
| Technical Accuracy | 2.58 | 24 |
| Protocol | 2.04 | 24 |
| Communication | 2.5 | 24 |
Main focus: Technical inaccuracy risks
V2 Rubric (Shadow Grading)
V2 overall: 41.55% across 22 v2-scored calls this week3 auto-zeros
| Category | Week Average |
|---|---|
| Resolution | 1.89 |
| Technical Accuracy | 1.63 |
| Communication | 2.16 |
| Customer Ownership | 2.91 |
| Escalation Judgment | 2.5 |
| Customer Experience | 2.09 |
- Unresolved: 14
- Successful Resolution: 7
- Partial Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| WHW | 3 | 43m 34s | 2.8 | 3.0 | 2.0 | 2.33 | Outlier: 3.1x weekly median handle time |
| MR | 6 | 42m 04s | 2.72 | 2.67 | 2.17 | 2.5 | Outlier: 3.0x weekly median handle time |
| MX | 6 | 41m 11s | 2.87 | 2.5 | 2.5 | 2.67 | Outlier: 2.9x weekly median handle time |
| E | 1 | 15m 15s | 1.3 | 1.0 | 1.0 | 2.0 | |
| RE | 1 | 13m 02s | 2.9 | 4.0 | 2.0 | 2.0 | |
| WRT | 1 | 12m 28s | 2.9 | 5.0 | 2.0 | 2.0 | |
| EA | 2 | 8m 00s | 2.1 | 1.0 | 1.5 | 2.5 | |
| OTHER | 1 | 6m 51s | 2.8 | 4.0 | 3.0 | 3.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 10 | 35m 00s | 2.1 | 2.0 | 2.0 | 2.6 | ✓ |
| SETUP | 7 | 43m 20s | 2.5 | 2.3 | 2.1 | 2.7 | |
| CONFIGURATION | 4 | 31m 40s | 2.8 | 3.0 | 2.5 | 3.0 |
What You Did Well
- Early information collection12 of 23 callsConsistently collected router model and serial number early in calls (e.g., #LTS00136018, #LTS00136069, #LTS00136266).Why this matters: Enables targeted troubleshooting and reduces repeat questions, improving efficiency.
- Accurate mesh guidance8 of 23 callsCorrectly explained mesh limitations and pairing methods (e.g., 5-press for WHW03 in #LTS00136069, MX2000 replacement advice in #LTS00136423).Why this matters: Prevents customer frustration from unsupported configurations and reduces callbacks.
Growth Focus
- Technical inaccuracy risks7 of 23 callsProvided incorrect default credentials, reset durations, and product lifecycle claims (e.g., EA8500 password error in #LTS00104402, WHW03 firmware claims in #LTS00135964).Why this matters: Leads to failed self-help attempts, customer safety risks, and repeat contacts.Example: In #LTS00104402, agent stated EA8500 default password is 'admin' (should be label Wi-Fi password), causing login failure.What better looks like: Verify product-specific defaults via KB before stating; confirm reset steps with customer.
- Incomplete troubleshooting9 of 23 callsSkipped modem/WAN checks and LED validation (e.g., MX8500 red-light case #LTS00136053, WHW03 performance case #LTS00135964).Why this matters: Missed root causes, leading to unresolved issues and unnecessary escalations.Example: In #LTS00136053, agent skipped direct modem test before deep troubleshooting, prolonging resolution.What better looks like: Always verify WAN connectivity via modem test; document LED states before and after steps.
Callback Flags
No callback chains detected.
Documentation Accuracy
#LTS00136423HIGH
Grader saw: Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved.
No documentation present despite escalation recommendation; creates risk of repeat contact.
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 callbacks caused by unverified fixes.
- Step 2Always verify WAN connectivity by testing direct modem connection before proceeding with deep router troubleshooting.Why: Avoids wasted time on router diagnostics when the issue is actually at the modem/ISP level.This week: #LTS00136053 (MX8500 red-light case)
- Step 3Consult product-specific KB articles for default credentials and reset procedures before providing guidance.Why: Prevents dangerous or incorrect instructions that could damage devices or compromise security.This week: #LTS00104402 (EA8500 password error)
Escalation Lessons
#LTS00136423 — MX2000
Status: resolved · Category: SETUP
What happened on the call: Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved.
Why it escalated: Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00104402 | 2026-07-06 | 1 A 1P 1C 1 | — | MR6350 | CONNECTIVITY | No resolution; agent offered to call back but gave no actionable steps. |
| #GI00135961INBOUND | 2026-07-06 | 2.9 A 4P 2C 2 | 26.5% Needs Improvement | RE6300 | CONFIGURATION | Informed customer that range extenders cannot function as access points; advised to use a router or mesh system instead. |
| #LTS00135964INBOUND | 2026-07-06 | 2.8 A 2P 2C 3 | 39.4% Needs Improvement | WHW03 | CONNECTIVITY | Recommend replacement of all nodes with a newer Wi-Fi 6/7 mesh system due to out-of-warranty status and lack of firmware updates. |
| #GI00136016INBOUND | 2026-07-06 | 2.8 A 1P 1C 3 | — | EA6900 | CONNECTIVITY | Recommend buying a Linksys Wi‑Fi 6/7 mesh system; remove the existing EA6100. |
| #LTS00136018INBOUND | 2026-07-06 | 2.2 A 3P 2C 3 | 68.5% Needs Improvement | MR8300 | CONNECTIVITY | Power-cycle modem and router; agent to follow up via callback. |
| #LTS00136018INBOUND | 2026-07-06 | 4.8 A 5P 4C 4 | 91.9% Meets / Exceeds | MR8300 | CONNECTIVITY | Internet restored; issue resolved. |
| #LTS00128652INBOUND | 2026-07-06 | 2.8 A 1P 1C 3 | 100.0% Meets / Exceeds | MX2000 | CONNECTIVITY | Customer completed app setup; no further action taken. |
| #EOS00136042INBOUND | 2026-07-06 | 2.9 A 5P 2C 2 | 16.7% Needs Improvement | WRT54G | ACCESS | Advised that the WRT54G is out of support and suggested upgrading to a newer router. No self-help steps provided. |
| #LTS00136053INBOUND | 2026-07-06 | 1.8 A 1P 2C 2 | 15.9% Needs Improvement | MX8500 | CONNECTIVITY | Customer to verify modem internet with ISP and call back; case reference LTS00136053 provided. |
| #LTS00136069INBOUND | 2026-07-06 | 3.6 A 5P 2C 2 | 89.1% Meets / Exceeds | WHW03 | SETUP | All nodes restored to solid green; Wi-Fi is operational. |
| #EOS00136181INBOUND | 2026-07-07 | 3 A 4P 2C 4 | 39.6% Needs Improvement | CONNECTIVITY | Customer to locate and verify the Wi‑Fi password on the computer and update it on the router if necessary. | |
| #GI00136192INBOUND | 2026-07-07 | 2 A 2P 2C 2 | 58.3% Needs Improvement | WHW03 | CONNECTIVITY | Agent advised monitoring Wi-Fi performance for 24 hours and to call back if the issue persists; no concrete fix was applied. |
| #LTS00030876INBOUND | 2026-07-07 | 3.9 A 5P 4C 2 | 49.7% Needs Improvement | MX6200 | CONFIGURATION | Customer can now see and connect to the 5 GHz network; advised to use the appropriate SSID for 5 GHz devices. |
| #LTS00136257INBOUND | 2026-07-07 | 2.7 A 4P 2C 3 | 40.2% Needs Improvement | MR2000 | SETUP | Customer must activate Spectrum service; agent provided case number for follow-up. |
| #LTS00136266INBOUND | 2026-07-07 | 4.3 A 5P 4C 4 | 91.7% Meets / Exceeds | MX4200 | ACCESS | Router admin password reset completed; customer now has dashboard access. |
| #LTS00136271INBOUND | 2026-07-07 | 2.8 A 2P 2C 2 | 55.5% Needs Improvement | MR6350 | SETUP | Router admin access restored and Wi-Fi password changed; internet connectivity confirmed. |
| #EOS00136421INBOUND | 2026-07-08 | 1.4 A 1P 2C 2 | 0.0% Needs Improvement | EA7300 | SETUP | Agent incorrectly advised that the router is unsupported and incompatible with modern modems, and suggested purchasing a new router. No troubleshooting or self-help resources provided. |
| #LTS00136423INBOUND | 2026-07-08 | 2.6 A 2P 2C 2 | 21.4% Needs Improvement | MX2000 | SETUP | Agent recommended the customer contact the ISP to verify the modem connection or request a replacement from the retailer; no technical fix was achieved. |
| #EOS00136547INBOUND | 2026-07-09 | 1.3 A 1P 1C 2 | 0.0% Needs Improvement | HARDWARE | Agent advised customer to upgrade to a newer router due to 'end-of-support' status and sent an email with upgrade information. | |
| #EOS00136552INBOUND | 2026-07-09 | 2.8 A 4P 3C 3 | 0.0% Needs Improvement | VLP01 | SETUP | Advised that the device is out of support and suggested purchasing a newer Linksys system. |
| #LTS00136580INBOUND | 2026-07-09 | 1.8 A 1P 2C 3 | 47.1% Needs Improvement | MX5500 | SETUP | No resolution; customer assumed issue was fixed due to blue light, but no functional verification performed. |
| #LTS00136586INBOUND | 2026-07-09 | 2.8 A 1P 2C 2 | 62.6% Needs Improvement | MR9000 | SETUP | Router re-configured; customer briefly tested internet access via YouTube but original issues (Wi-Fi broadcasting, admin access) not fully re-validated. |
| #EOS00136607INBOUND | 2026-07-09 | 1.3 A 1P 1C 2 | 0.0% Needs Improvement | E7350 | SETUP | Agent incorrectly stated device is out of support and troubleshooting won't work; suggested hardware upgrade with no actionable steps or self-help resources. |
| #GI00122619 | 2026-07-10 | 1.1 A 1P 1C 2 | 0.0% Needs Improvement | HARDWARE | No resolution; agent provided irrelevant advice and did not confirm eligibility for exchange or support. |
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