1Calls
1.00Avg Score
—Avg Handle Time
1Documented
0Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 1.0 | 1 |
| Technical Accuracy | 1.0 | 1 |
| Protocol | 1.0 | 1 |
| Communication | 1.0 | 1 |
Main focus: Protocol violations
V2 Rubric (Shadow Grading)
V2 overall: 0.0% across 1 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 0.0 |
| Technical Accuracy | 0.0 |
| Communication | 0.0 |
| Customer Ownership | 0.0 |
| Escalation Judgment | 0.0 |
| Customer Experience | 0.0 |
- Unresolved: 1
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | — | 1.0 | 1.0 | 1.0 | 1.0 |
Problem category breakdown not available.
What You Did Well
None recorded this week.
Growth Focus
- Protocol violationsOccurred in 1 of 1 callsFailed to collect product model and serial number at the start of the call, violating standard protocol. This delayed troubleshooting and contributed to unresolved issue.Why this matters: Skipping initial information collection increases resolution time and risks missed troubleshooting opportunitiesExample: In call #LTS00085854, agent waited 12 minutes before requesting serial number, missing critical early diagnostic stepsWhat better looks like: Collect product model, serial number, and current LED state within first 2 minutes of call
- Technical inaccuracyOccurred in 1 of 1 callsProvided incorrect pairing instructions for MBE7000 mesh node and introduced unsupported troubleshooting methods, leading to unresolved connectivity issueWhy this matters: Inaccurate technical guidance causes customer frustration and repeat callsExample: In call #LTS00085854, agent mentioned 5-press pairing without confirming node state and suggested unsupported 'package capture' methodsWhat better looks like: Follow KB procedures: factory reset new node, confirm solid blue state, then guide through correct pairing sequence
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Collect product model, serial number, and current LED state within first 2 minutes of every callWhy: Delays in gathering basic device information reduce troubleshooting efficiency and increase callback risk
- Step 2Before guiding any pairing procedures, confirm the new node is in setup mode (solid blue) and perform factory reset if required by KBWhy: Skipping factory reset on new nodes consistently causes pairing failuresThis week: #LTS00085854
- Step 3Restrict troubleshooting to documented KB procedures and avoid suggesting unsupported tools or methodsWhy: Non-standard suggestions confuse customers and create unsupported scenariosThis week: #LTS00085854
Escalation Lessons
No escalated case learning this week.
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00085854 | 2026-07-09 | 1 A 1P 1C 1 | 0.0% Needs Improvement | MX4200 | CONNECTIVITY | No resolution achieved. No valid next step provided. Call ended without closure. |
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