# akiko.ohashi@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | |---|---|---|---|---|---| | 6 | 20m 05s | MX5500 | HARDWARE | 5 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 4.17 | 6 | | Protocol | 2.50 | 6 | | Communication | 2.67 | 6 | | Overall | 3.32 | 6 | *Scores reflect the agent’s performance across 6 calls reviewed, ranging from 3.0 to 4.0 overall.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX5500 | 3 | 3.43 | | WHW03 | 1 | 3.50 | | LN6001 | 1 | 3.00 | | E9450 | 1 | 3.10 | *Lower scores on LN6001 and E9450 calls suggest an opportunity to deepen familiarity with these devices’ setup flows and troubleshooting paths.* ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | HARDWARE | 2 | 3.15 | | | CONFIGURATION | 2 | 3.05 | | | SETUP | 1 | 4.00 | | | NO TROUBLESHOOTING NEEDED | 1 | 3.50 | | *No categories require immediate drill-down, but the lower average scores in HARDWARE and CONFIGURATION indicate areas where tighter adherence to KB articles and clearer communication could lift performance.* --- ## What Went Well ### **Technical Accuracy in Configuration Guidance** The agent provided factually correct information about password separation and ISP change implications. > The Wi‑Fi password and the Linksys app router administrator password are separate things. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) ### **Warranty and Replacement Policy Knowledge** The agent correctly confirmed warranty status and explained Linksys policy for full-unit exchange. > Clearly explained Linksys policy: no standalone adapter replacement, only full-unit exchange (consistent with universal_mesh_full_rebuild.md and led_cog_mesh_group_d_spnm60_62.md). [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) ### **Patience and Persistence** Despite communication inefficiencies, the agent remained patient and persistent, ultimately achieving a confirmed technical resolution in the MX5500 setup call. > Successfully guided the customer through admin login, password reset, and Wi‑Fi configuration with correct technical steps. [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) --- ## Growth Opportunities ### **Protocol Compliance: Case Documentation** The agent missed several opportunities to document and reference cases, which can hinder follow‑up and accountability. > Failed to collect or reference a HappyFox case number, violating basic case management protocol. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) *What “good” looks like:* - **Action:** Begin each call by confirming or creating a HappyFox case number, and reference it throughout the interaction. - **Result:** Clear audit trail, easier escalation, and better handoff to L2 if needed. ### **Communication Efficiency** Repetitive phrasing disrupted call flow and clarity. > Yes, yes, yes, yes, thank you for your business. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) *What “good” looks like:* - **Action:** Replace scripted “thank you for your business” with concise, context‑specific acknowledgments (e.g., “Thanks for that detail,” or “Got it”). - **Result:** Smoother conversation, reduced call time, and a more professional tone. --- ## Next Week's Focus 1. **Start every call with a case number** – verify or create a HappyFox ticket within the first 30 seconds and keep it visible on screen. 2. **Replace repetitive phrases** – use varied, situation‑specific acknowledgments to keep the dialogue natural and efficient. 3. **Collect model/serial upfront** – ask for the product model and serial number early, especially on hardware or configuration calls, to enable faster troubleshooting and accurate warranty checks. 4. **Summarize next steps clearly** – before closing, restate the action plan in one sentence and confirm the customer’s understanding. --- ## Technical Accuracy ### **Improvement** Provided wrong admin page IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for EA9450. This contradicts KB guidance and is a clear accuracy error. [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) ### **Improvement** Misstated Wi‑Fi password character restrictions; claimed no symbols or special characters allowed, which is factually incorrect per KB for EA9450. [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) ### **Strength** Correctly diagnosed LAN IP conflict and guided customer through valid OpenWRT LAN IP change procedure. [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) ### **Improvement** Failed to collect or confirm product model number, serial number, or case number, violating protocol for accurate support and case management. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) --- ## Coaching Moments ### **Improvement** > Excessive and disruptive use of scripted phrase 'thank you for your business' at multiple points, impairing communication clarity and efficiency. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) *Note:* Repetitive phrasing (“yes, yes, yes”) disrupted call flow. Use varied, context‑specific acknowledgments to maintain clarity and professionalism. --- ## Escalation Lessons: What L2 Did *No escalated cases were recorded this week.* --- ## Coach Appendix *Highest-signal weekly trend:* Protocol compliance, especially case documentation and warranty verification, is the most immediate barrier to consistent high scores. The agent’s technical knowledge is solid, but missing case numbers and repetitive communication patterns are holding back efficiency and professionalism. Focus next week on creating or confirming a HappyFox case within the first minute of every call and replacing scripted phrases with natural acknowledgments.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) | 2026-05-25 03:00:36+00:00 | 3.5 | OUTBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) | 2026-05-27 01:21:19+00:00 | 3.0 | OUTBOUND | LN6001 | CONFIGURATION | ⏳ Pending | | [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) | 2026-05-28 02:00:18+00:00 | 4.0 | OUTBOUND | MX5500 | SETUP | ✓ Resolved | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 05:09:49+00:00 | 3.3 | OUTBOUND | MX5500 | HARDWARE | ↻ Callback set | | [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) | 2026-05-28 05:41:56+00:00 | 3.1 | OUTBOUND | E9450 | CONFIGURATION | ✓ Likely resolved | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 06:39:33+00:00 | 3.0 | OUTBOUND | MX5500 | HARDWARE | ⏳ Pending |