12Calls
2.37Avg Score
30m 15sAvg Handle Time
12Documented
2Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.37 | 12 |
| Technical Accuracy | 2.75 | 12 |
| Protocol | 2.0 | 12 |
| Communication | 2.42 | 12 |
Main focus: Inconsistent Troubleshooting
V2 Rubric (Shadow Grading)
V2 overall: 44.62% across 12 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 1.88 |
| Technical Accuracy | 2.11 |
| Communication | 2.08 |
| Customer Ownership | 3.0 |
| Escalation Judgment | 2.25 |
| Customer Experience | 2.56 |
- Unresolved: 5
- Appropriate Escalation: 2
- Ownership Gap: 2
- Partial Resolution: 2
- Successful Resolution: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| EA | 3 | 50m 00s | 1.93 | 1.0 | 2.0 | 2.0 | Outlier: 1.8x weekly median handle time |
| WHW | 1 | 40m 57s | 2.8 | 5.0 | 3.0 | 3.0 | |
| OTHER | 1 | 29m 05s | 2.8 | 1.0 | 2.0 | 2.0 | |
| MR | 2 | 28m 40s | 2.35 | 2.5 | 1.5 | 2.5 | |
| WRT | 1 | 27m 49s | 2.8 | 5.0 | 3.0 | 3.0 | |
| SPN | 1 | 23m 51s | 2.3 | 3.0 | 2.0 | 2.0 | |
| LN | 1 | 12m 20s | 2.6 | 4.0 | 1.0 | 3.0 | |
| MX | 2 | 10m 48s | 2.3 | 3.5 | 2.0 | 2.5 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 6 | 27m 30s | 2.17 | 2.33 | 2.0 | 2.0 | ✓ |
What You Did Well
- Effective Escalation Handling2 of 12 callsCorrectly identified and escalated hardware-related issues with clear next steps and callback windows, as seen in #TE00023348 and #LTS00136142.Why this matters: Ensures customers receive timely advanced support for complex issues, reducing repeat contacts.
Growth Focus
- Inconsistent Troubleshooting4 of 12 callsOmitted core diagnostics (modem speed tests, firmware updates) in connectivity cases, leading to unresolved issues as in #LTS00135916 and #LTS00136299.Why this matters: Increases risk of repeat calls and customer frustration due to unresolved technical issues.Example: In #LTS00135916, agent skipped modem speed test and provided incorrect default password guidance for SPNM series routers.What better looks like: Always verify WAN connectivity and perform full diagnostic flow before escalation.
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 repeat calls
- Step 2Always verify WAN connectivity by instructing the customer to test internet directly at the modem via EthernetWhy: Ensures proper isolation of network issuesThis week: #LTS00135916
Escalation Lessons
#TE00023348 — MX6200
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Escalated to second-level technician; callback scheduled within 24 hours.
Why it escalated: Intermittent connection drops with solid red LEDs on MX6200 nodes
What L2 did:
- Advanced troubleshooting of mesh node behavior
- Verification of firmware and hardware status
L1 learning points:
- Always check WAN connectivity at modem level
- Use factory reset for solid red LED issues
#LTS00136142 — LN11011202
Status: pending_with_level_2_or_followup · Category: CONNECTIVITY
What happened on the call: Escalated to second-level technical team; customer will receive a callback within 5–8 hours.
Why it escalated: Router stops working after 6-8 hours with solid red LED
What L2 did:
- Hardware diagnostics and potential replacement coordination
- Firmware update verification
L1 learning points:
- Check warranty status before escalation
- Guide customer through node swapping
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00135916INBOUND | 2026-07-06 | 2.3 A 3P 2C 2 | 15.3% Needs Improvement | SPNMX55 | CONNECTIVITY | Power-cycle the node and retry; no confirmation of fix was obtained. |
| #LTS00135924INBOUND | 2026-07-06 | 2.2 A 4P 2C 2 | 8.3% Needs Improvement | MX4200 | NO TROUBLESHOOTING NEEDED | No actionable steps or guidance given. |
| #LTS00136113INBOUND | 2026-07-07 | 3.3 A 4P 2C 3 | 80.6% Developing | MR9000 | CONFIGURATION | Admin password reset completed; customer logged in and was instructed to change the Wi‑Fi password. |
| #EOS00136298INBOUND | 2026-07-08 | 2.8 A 1P 2C 2 | 63.7% Needs Improvement | VLP01 | CONNECTIVITY | Sent troubleshooting article via email; incorrectly recommended router upgrade. |
| #LTS00136299INBOUND | 2026-07-08 | 2.8 A 5P 3C 3 | 93.8% Meets / Exceeds | WHW03 | CONNECTIVITY | Customer to call back later; case number LTS001363699 provided. |
| #EOS00136305INBOUND | 2026-07-08 | 1.2 A 1P 2C 2 | 3.3% Needs Improvement | EA6900 | ACCESS | Agent offered to email a generic article; no technical fix or valid troubleshooting path was provided. |
| #LTS00001392INBOUND | 2026-07-08 | 1.8 A 1P 2C 2 | 30.4% Needs Improvement | EA6350 | ACCESS | Obtain a known‑good Ethernet cable and retry the connection; if still no internet, schedule a follow‑up call (Ticket 1392). |
| #TE00023348INBOUND | 2026-07-09 | 2.4 A 3P 2C 3 | 55.0% Needs Improvement | MX6200 | CONNECTIVITY | Escalated to second-level technician; callback scheduled within 24 hours. |
| #EOS00136638INBOUND | 2026-07-10 | 2.8 A 1P 2C 2 | 27.4% Needs Improvement | EA8450 | SETUP | Send troubleshooting guide via email; customer to re‑configure router after reset. |
| #EOS00136639INBOUND | 2026-07-10 | 2.8 A 5P 3C 3 | 74.2% Developing | WRT1900AC | ACCESS | Customer to attempt login with default admin password. If unsuccessful, consider factory reset. Agent will email self-help steps. |
| #LTS00136646INBOUND | 2026-07-10 | 1.4 A 1P 1C 2 | 21.9% Needs Improvement | MR7310 | CONNECTIVITY | Customer advised to contact wall‑port/ISP and contact building owner; issue not resolved. |
| #LTS00136142INBOUND | 2026-07-10 | 2.6 A 4P 1C 3 | 61.6% Needs Improvement | LN11011202 | CONNECTIVITY | Escalated to second-level technical team; customer will receive a callback within 5–8 hours. |
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