41Calls
2.68Avg Score
14m 22sAvg Handle Time
36Documented
2Escalated
Week-over-Week Progress
Scorecard
| Dimension | Week Average | Calls Reviewed |
|---|---|---|
| Overall | 2.68 | 41 |
| Technical Accuracy | 2.98 | 41 |
| Protocol | 2.34 | 41 |
| Communication | 2.76 | 41 |
Main focus: Model Verification
V2 Rubric (Shadow Grading)
V2 overall: 52.81% across 35 v2-scored calls this week
| Category | Week Average |
|---|---|
| Resolution | 2.23 |
| Technical Accuracy | 2.41 |
| Communication | 3.25 |
| Customer Ownership | 3.21 |
| Escalation Judgment | 2.86 |
| Customer Experience | 2.49 |
- Unresolved: 15
- Partial Resolution: 12
- Successful Resolution: 8
Where Did the Time Go
By Product Family
| Family | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Note |
|---|---|---|---|---|---|---|---|
| MR | 5 | 24m 22s | 3.22 | 3.4 | 2.8 | 3.2 | Outlier: 2.0x weekly median handle time |
| MX | 10 | 19m 34s | 2.98 | 3.4 | 2.4 | 2.9 | Outlier: 1.6x weekly median handle time |
| LN | 1 | 15m 19s | 2.3 | 3.0 | 2.0 | 2.0 | |
| MBE | 1 | 13m 53s | 2.8 | 4.0 | 2.0 | 3.0 | |
| WHW | 10 | 11m 04s | 2.77 | 3.5 | 2.6 | 2.9 | |
| EA | 10 | 9m 14s | 2.32 | 2.3 | 2.0 | 2.4 | |
| OTHER | 1 | 5m 06s | 1.3 | 1.0 | 2.0 | 3.0 | |
| E | 2 | 4m 47s | 2.45 | 1.5 | 2.0 | 2.5 | |
| SPN | 1 | — | 1.8 | 2.0 | 2.0 | 2.0 |
By Problem Category
| Category | Calls | Avg Handle Time | Overall | Accuracy | Protocol | Comms | Focus? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 18 | 11m 43s | 2.6 | 2.5 | 2.4 | 3.0 | ✓ |
| ACCESS | 7 | 10m 02s | 2.5 | 2.3 | 2.2 | 2.9 | ✓ |
| SETUP | 9 | 13m 37s | 3.2 | 3.1 | 3.0 | 3.3 |
What You Did Well
- Accurate Technical Guidance12 of 36 callsProvided precise step-by-step instructions for factory resets, 5-press pairing, and Wi-Fi configuration across multiple calls (e.g., guided MX2000 re-pairing in #LTS00136679, resolved MR7310 connectivity in #LTS00136231).Why this matters: Ensures customers can independently resolve issues, reducing repeat calls and improving first-call resolution.
- Professional Demeanor28 of 36 callsMaintained polite, patient tone throughout complex troubleshooting, especially with frustrated customers (e.g., handled EA7500 EOL concerns in #EOS00136664, guided elderly customer in #EOS00136713).Why this matters: Builds trust and reduces customer effort, improving satisfaction and loyalty.
Growth Focus
- Model Verification15 of 36 callsFailed to confirm product model/serial number before providing device-specific guidance, leading to incorrect instructions (e.g., applied 5-press method to MX-55EC in #LTS00136011, misidentified EA7500 support status in #EOS00136664).Why this matters: Prevents misdiagnosis and ensures correct troubleshooting paths, reducing customer frustration and escalations.Example: In #LTS00136011, instructed 5-press reset on MX-55EC (invalid per KB), causing unresolved connectivity issues.What better looks like: Always verify model/serial number and warranty status before proceeding with model-specific steps.
- Resolution Verification19 of 36 callsDid not confirm outcomes after key steps (e.g., skipped post-reset LED checks in #LTS00136142, did not verify internet connectivity after re-pairing in #LTS00136679).Why this matters: Ensures issues are truly resolved, preventing callbacks and repeat contacts.Example: In #LTS00136142, advised modem reset without verifying WAN status, leaving customer without confirmed resolution.What better looks like: Always ask customers to confirm successful outcomes (e.g., 'Is the light now solid blue?', 'Can you access the internet?').
Callback Flags
No callback chains detected.
Documentation Accuracy
No documentation mismatches detected this week.
Practice Plan
- Step 1Before proceeding with any device-specific steps, verbally confirm the exact product model and serial number with the customer.Why: Prevents misapplication of procedures and ensures correct troubleshooting paths.
- Step 2After guiding customers through critical steps (resets, re-pairing), always ask for explicit confirmation of success (e.g., 'Is the light now solid blue? Can you access the internet?').Why: Verifies resolution and reduces callbacks.
- Step 3For connectivity issues, always perform basic WAN diagnostics first (modem power cycle, direct PC-to-modem test) before advanced troubleshooting.Why: Skips unnecessary complexity and identifies root causes faster.
- Step 4When discussing end-of-life status, consult KB and confirm support eligibility before recommending upgrades or returns.Why: Avoids misinforming customers and maintains trust.
Escalation Lessons
#TE00115402 — SPNMX56CF
Status: resolved · Category: ACCESS
What happened on the call: Agent will email customer with further instructions after the call.
Why it escalated: Customer unable to block internet access via LSWF app or web UI despite factory resets; requires L2 diagnostic expertise
What L2 did:
- Claimed ticket from TE queue
- Advised customer to send bh_report and wlan_report logs
- Performed backhaul data analysis and client statistics review
- Determined issue was ISP-related and closed ticket
L1 learning points:
- Always collect logs before escalating parental control failures
- Verify ISP involvement when blocking fails despite correct configuration
- Use L2 for complex mesh behavior analysis when L1 diagnostics are inconclusive
#TE00007036 — MX4200
Status: resolved · Category: CONNECTIVITY
What happened on the call: Node reconnected; advised to keep node within range and consider wired backhaul if possible.
Why it escalated: Child nodes consistently dropping connectivity despite resets and re-addition; required L2 signal strength analysis
What L2 did:
- Advised customer to reset and re-add child nodes
- Directed customer to keep nodes within range and consider wired backhaul
- Performed RSSI check and confirmed -62 dBm was acceptable
- Closed ticket after successful re-pair
L1 learning points:
- For persistent node dropouts, check RSSI and advise range optimization
- Consider wired backhaul for improved stability in multi-node setups
- Use 5-press method only for adding/recovering child nodes on supported models
Evidence Calls
| Case | Date | Score | V2 | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00115402 | 2026-07-06 | 1.8 A 2P 2C 2 | — | SPNMX56CF | ACCESS | Agent will email customer with further instructions after the call. |
| #LTS00120820 | 2026-07-06 | 1 A 1P 1C 1 | — | EA6350 | CONNECTIVITY | Agent mentioned escalation but provided no details, ticket number, or timeframe. No resolution or concrete next step given. |
| #LTS00135932INBOUND | 2026-07-06 | 2.8 A 5P 2C 3 | 85.6% Meets / Exceeds | MX20WH2 | SETUP | Customer saved new Wi-Fi settings; agent scheduled a callback within three minutes to verify completion. |
| #LTS00135940INBOUND | 2026-07-06 | 1.8 A 5P 1C 3 | 5.4% Needs Improvement | WHW01 | CONNECTIVITY | None; call ended without agent engagement. |
| #LTS00135932OUTBOUND | 2026-07-06 | 3.5 A 5P 2C 3 | — | MX20WH2 | SETUP | Customer confirmed the issue was resolved after restarting the app; no further action required. |
| #LTS00135940INBOUND | 2026-07-06 | 2.8 A 5P 3C 2 | 52.6% Needs Improvement | WHW01 | CONNECTIVITY | Customer to perform 5‑press reset and report back on device status. No follow-up scheduled. |
| #EOS00135949INBOUND | 2026-07-06 | 3.8 A 5P 3C 3 | 61.6% Needs Improvement | EA7500 | CONFIGURATION | Customer instructed to perform a factory reset and reconfigure the router; no further verification or support path offered. |
| #LTS00080578INBOUND | 2026-07-06 | 1.8 A 1P 1C 3 | 53.6% Needs Improvement | WHW03 | SETUP | Agent incorrectly declared issue resolved based on LED color alone. Customer may still lack internet access. |
| #LTS00135968INBOUND | 2026-07-06 | 2.8 A 4P 2C 3 | 38.3% Needs Improvement | MBE7000 | HARDWARE | Ticket created (LTS00135968); customer advised to call back for troubleshooting and possible warranty replacement. |
| #EOS00135971INBOUND | 2026-07-06 | 2.8 A 1P 4C 3 | 61.1% Needs Improvement | EA6350 | CONNECTIVITY | Perform a factory reset (hold reset button 30 seconds) and run the initial setup wizard again. |
| #LTS00068291INBOUND | 2026-07-06 | 2.8 A 5P 2C 3 | 69.4% Needs Improvement | MR9600 | NO TROUBLESHOOTING NEEDED | Customer advised to reset admin password using recovery key; no confirmation of success or next steps provided. |
| #EOS00135981INBOUND | 2026-07-06 | 1.8 A 1P 2C 3 | 8.3% Needs Improvement | EA7500 | ACCESS | Suggested upgrading to a newer router; no password-reset steps provided. |
| #LTS00109882INBOUND | 2026-07-06 | 3 A 4P 2C 3 | 62.3% Needs Improvement | MR8300 | SETUP | Wi-Fi network restored after reset; customer reports connection. Advised to test internet access via wired connection to router and contact support if issue persists. |
| #TE00007036INBOUND | 2026-07-06 | 3.7 A 4P 2C 3 | 63.4% Needs Improvement | MX4200 | CONNECTIVITY | Node reconnected; advised to keep node within range and consider wired backhaul if possible. |
| #LTS00136011INBOUND | 2026-07-06 | 2 A 1P 2C 2 | 65.3% Needs Improvement | MX55EC3 | CONNECTIVITY | Customer to contact ISP (Bell) to verify router registration and WAN configuration (DHCP/PPPoE/Static) and call back; ticket LTS00136011 created. |
| #LTS00136139INBOUND | 2026-07-07 | 2.8 A 2P 2C 3 | 41.1% Needs Improvement | MX4200CF | SETUP | Customer observed solid blue LED and successful speed test. No further troubleshooting performed. |
| #LTS00136142INBOUND | 2026-07-07 | 2.3 A 3P 2C 2 | 70.1% Developing | LN11011202 | CONNECTIVITY | Restart router, monitor for recurrence, call back if issue persists; ticket created for potential escalation. |
| #LTS00136152INBOUND | 2026-07-07 | 2.8 A 2P 3C 3 | 79.7% Developing | MR8300 | CONNECTIVITY | Speed improved to ~120 Mbps after reset; customer advised to test wired to modem later and monitor performance. Follow-up needed to confirm full ISP speed and determine if hardware replacement is required. |
| #LTS00136166INBOUND | 2026-07-07 | 2.8 A 4P 2C 3 | 81.9% Developing | WHW03 | CONNECTIVITY | Wait for Spectrum to restore internet service; if routers remain solid red, perform a factory reset and call back using ticket LTS00136166. |
| #LTS00136200INBOUND | 2026-07-07 | 1.8 A 1P 2C 3 | 95.8% Meets / Exceeds | MX6200 | ACCESS | Factory reset performed; customer advised not to use Bridge Mode again. LTS ticket opened for further investigation. |
| #LTS00117661 | 2026-07-08 | 1 A 1P 1C 1 | — | EA6350 | CONFIGURATION | Vague promise of escalation and email follow-up; no immediate fix or validated path provided. |
| #EOS00136331INBOUND | 2026-07-08 | 2.8 A 3P 2C 3 | 16.7% Needs Improvement | EA7300 | SETUP | Customer will perform a factory reset and reconfigure the router via the web interface. |
| #LTS00136166INBOUND | 2026-07-08 | 1.7 A 3P 1C 2 | — | WHW03 | CONNECTIVITY | None – call ended without guidance or next steps. |
| #LTS00136166OUTBOUND | 2026-07-08 | 2.9 A 2P 4C 3 | 57.1% Needs Improvement | WHW03 | CONNECTIVITY | Internet and Wi‑Fi confirmed working; no further steps needed. |
| #LTS00136339INBOUND | 2026-07-08 | 2.8 A 1P 2C 3 | 49.0% Needs Improvement | MR7350 | CONNECTIVITY | Customer advised to verify modem functionality with a wired laptop and to contact ISP if the router remains solid red. |
| #LTS00089193INBOUND | 2026-07-08 | 1 A 1P 1C 1 | 33.1% Needs Improvement | MX6200 | CONNECTIVITY | No resolution achieved; agent abandoned the customer. Customer left without functional network or clear next steps. |
| #LTS00089193OUTBOUND | 2026-07-08 | 3.9 A 5P 3C 4 | 85.6% Meets / Exceeds | MX6200 | CONNECTIVITY | Wait for the app to confirm node pairing (solid white LEDs). |
| #LTS00136231INBOUND | 2026-07-08 | 4.7 A 5P 5C 4 | 100.0% Meets / Exceeds | MR7310 | CONNECTIVITY | Router restored to normal operation; internet connectivity confirmed and working. |
| #GI00136503INBOUND | 2026-07-09 | 2.1 A 2P 2C 3 | 2.1% Needs Improvement | E5350 | HARDWARE | Advised customer to upgrade to a newer router due to alleged out-of-support status. No troubleshooting or escalation offered. |
| #EOS00136541INBOUND | 2026-07-09 | 2.8 A 1P 2C 2 | — | E1200 | SETUP | Recommend purchasing a new router; no troubleshooting performed. |
| #LTS00068926INBOUND | 2026-07-09 | 4 A 5P 4C 2 | 87.7% Meets / Exceeds | WHW03 | CONNECTIVITY | Node re-added to mesh; solid blue LED indicates successful reconnection. |
| #LTS00022277INBOUND | 2026-07-09 | 4.6 A 5P 4C 4 | 89.3% Meets / Exceeds | MX6200 | ACCESS | Login restored; customer to re‑configure any custom settings as needed. |
| #EOS00136664INBOUND | 2026-07-10 | 2.8 A 1P 2C 2 | 12.3% Needs Improvement | EA7500 | CONNECTIVITY | Factory reset suggested; recommendation to purchase MX6200 mesh system. |
| #EOS00136669INBOUND | 2026-07-10 | 3.4 A 4P 2C 3 | 20.6% Needs Improvement | EA7500 | SETUP | Advise customer to return EA7200 and purchase a supported model (MX4200). |
| #GI00136672INBOUND | 2026-07-10 | 1.5 A 1P 3C 4 | 85.4% Meets / Exceeds | WHW03 | CONFIGURATION | Informed customer that the router is end-of-life and will not receive further firmware updates (factually incorrect per KB). |
| #EOS00136677INBOUND | 2026-07-10 | 1.3 A 1P 2C 3 | 16.7% Needs Improvement | VLP01 | ACCESS | Customer advised to reset and replace the router without any prior troubleshooting or validation. |
| #LTS00136679INBOUND | 2026-07-10 | 3.7 A 5P 4C 3 | 68.5% Needs Improvement | MX2000 | SETUP | All nodes re-paired and appear online; customer confirmed status and asked follow-up about wired vs wireless connections. |
| #EOS00136686INBOUND | 2026-07-10 | 1.6 A 1P 1C 3 | 14.9% Needs Improvement | EA8300 | CONNECTIVITY | Informed customer the router is out of support; no further action taken. |
| #GI00136688INBOUND | 2026-07-10 | 4.7 A 5P 3C 4 | 12.8% Needs Improvement | WHW03 | GENERAL INQUIRY | Customer advised to purchase MX2000 or MX4200 nodes; call closed with self-help resolution. |
| #LTS00136693INBOUND | 2026-07-10 | 3.7 A 4P 4C 3 | 64.6% Needs Improvement | WHW03 | ACCESS | Nodes returned to green LEDs; advised to wait five minutes then relocate nodes back to original positions. |
| #EOS00136713INBOUND | 2026-07-10 | 2.2 A 5P 2C 2 | 36.1% Needs Improvement | EA8300 | CONFIGURATION | No resolution achieved. Customer advised to contact Spectrum for a temporary router, which does not address the immediate need for the guest password on the existing router. |
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