### kris.qin@concentrix.com — Coaching Report

### Week of 2026-05-25 – 2026-05-31

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### At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 7m 32s | — | GENERAL INQUIRY | 1 | 0 |

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### Scorecard

| Dimension     | This Week | Calls Reviewed |
|---------------|-----------|----------------|
| Accuracy      | 4.00      | 1              |
| Protocol      | 1.00      | 1              |
| Communication | 1.00      | 1              |
| Overall       | 3.00      | 1              |

*Scores reflect 1 call reviewed. Overall score range: 1 – 4.*

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### This Week's Coverage

**Models Supported**

Product model data not available for this week.

**Problem Categories**

| Category          | Calls | Avg Score | Focus Area? |
|-------------------|-------|-----------|-------------|
| GENERAL INQUIRY    | 1     | 3.0       |             |

The single call involved a hardware-failure confirmation request. The average overall score of 3.0 reflects a missed opportunity to close this case effectively. Focus on collecting essential product details and initiating formal case resolution for similar inquiries next week.

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### What Went Well

No transcript highlights available for this week.

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### Growth Opportunities

#### Protocol and Communication

The call suffered from very low protocol and communication scores (1.0 each), indicating missed opportunities to guide the customer through a clear, professional process.

> **Next step:** Use structured communication frameworks (e.g., “I understand you need X; let me verify Y and then take these three steps”) to maintain control, set expectations, and avoid filler language.

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#### Failure to Resolve Hardware-Failure Confirmation

The customer needed a hardware-failure confirmation email to proceed with a refund/replacement, but no resolution was provided. The agent suggested the customer call back later if the email was not received, leaving the issue unresolved.

> **Next step:** When handling hardware-failure confirmation requests:
> 1. Verify the customer’s email address.
> 2. Resend the confirmation email immediately.
> 3. Document the action in HappyFox and confirm receipt with the customer.
> 4. If the email cannot be resent, escalate the case with clear next steps.

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### Next Week's Focus

- **Practice structured communication:** Begin calls with a brief acknowledgment, state the steps you’ll take, and confirm understanding at each transition point.
- **Master the hardware-failure confirmation flow:** Memorize the three-key process (verify, resend, document) and practice it in role-plays.
- **Eliminate filler language:** Replace “mm,” “wow,” and similar phrases with concise, professional acknowledgments (“I see,” “Understood,” “Let me check that for you”).
- **Document every action:** Ensure every customer-initiated request results in a HappyFox case or escalation note, even if you solve it immediately.

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### Technical Accuracy

**Improvement**  
Agent failed to resend missing hardware-failure confirmation email despite direct customer request. No product details (model/serial) were collected, and no HappyFox case or escalation was initiated. Call ended with vague promises and no actionable next steps.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

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### Coaching Moments

**Improvement**  
The agent used excessive filler phrases (“wow, yes, wow,” “mm, mm”) that impaired clarity and professionalism, especially during critical moments like confirming the email timestamp and explaining next steps.

> “[01:41] CHANNEL_RIGHT: Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait.”

*Note:* Replace filler language with concise, professional acknowledgments. This will improve perceived competence and customer confidence.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

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### Escalation Lessons: What L2 Did

No escalations occurred this week.

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### Coach Appendix

**Highest-signal weekly trend:** The single call highlights a critical gap in handling hardware-failure confirmation requests — the agent neither rescued the missing email nor initiated a formal case, resulting in an abandoned status. Focus next week on the three-step verification/resend/documentation flow and eliminating filler language to rebuild protocol and communication scores.

**Recurring pattern to watch:** Low protocol and communication scores often stem from inadequate call framing, unclear next steps, and unprofessional language. Practice structured communication and document every action to prevent repeat occurrences.