# 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 average across 6 calls reviewed. Overall scores ranged from 3.0 to 4.0.* --- ## 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 | **Note:** Lower scores on LN6001 and E9450 calls suggest an opportunity to deepen familiarity with these models’ setup and troubleshooting flows. ### 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 flagged for special focus this week.* --- ## What Went Well ### Accurate technical guidance on password separation The agent correctly explained that Wi‑Fi passwords and Linksys app admin passwords are independent entities, preventing customer confusion after an ISP change. > The Wi‑Fi password and the Linksys app router administrator password are separate things. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) ### Successful troubleshooting of WAN type mismatch In a setup call, the agent identified and corrected a WAN type mismatch (PPPoE → DHCP) that was blocking internet connectivity, guiding the customer through a complete factory reset and configuration process. > Accurately diagnosed and changed the WAN connection type from PPPoE to DHCP, which was the root cause of the internet connectivity issue. [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) ### Clear warranty and replacement policy communication When a power adapter fault was identified on an MX5500, the agent accurately confirmed warranty status, explained the full-unit exchange policy, and initiated proof‑of‑purchase collection—providing the customer with a clear path forward. > Clearly explained Linksys policy: no standalone adapter replacement, only full-unit exchange (consistent with universal_mesh_full_rebuild.md). [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) --- ## Growth Opportunities ### Reduce repetitive scripted phrases The frequent use of “yes, yes, yes” and “thank you for your business” disrupted conversation flow and made it harder for customers to follow the technical guidance. > Yes, yes, yes, yes, thank you for your business. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) **Next step:** Replace repetitive affirmations with concise, context‑appropriate acknowledgments (e.g., “Understood,” “Got it,” or simply “Okay”). Aim to keep verbal filler to a single occurrence per call unless the customer explicitly requests reassurance. ### Strengthen protocol adherence: case and device data collection Multiple calls lacked essential model/serial numbers, case IDs, or warranty checks—critical for accurate support, escalation readiness, and compliance. > Failed to collect or confirm product model number, serial number, or case number. [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) **Next step:** At the start of every call, confirm the product model and serial number, then verify warranty status and create a HappyFox case ID before diving into troubleshooting. Use the case ID in all follow‑up communications. --- ## Next Week's Focus 1. **Replace verbal filler** – Practice using one natural acknowledgment per exchange and eliminate “yes, yes, yes” patterns. 2. **Standardize opening script** – Begin each call by confirming model, serial, and creating a case ID; treat this as a non‑negotiable foundation. 3. **Verify technical details before guidance** – When recommending IP addresses or password rules, cross‑check the KB first to avoid inaccuracies. 4. **Summarize next steps clearly** – End calls with a concise recap (“You’ll do X, I’ll do Y, and we’ll follow up at Z”) to improve closure and reduce callbacks. --- ## Technical Accuracy ### **Improvement** Provided an incorrect default router IP address (`[REDACTED_PHONE]`) for the EA9450 model instead of the standard `[REDACTED_PHONE]` or `myrouter.local`. [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) ### **Improvement** Misstated Wi‑Fi password character restrictions, claiming that symbols or special characters are not allowed, which contradicts KB guidance that permits characters like `%`. [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) ### **Strength** Correctly identified a LAN IP conflict in an OpenWRT router setup and guided the customer through a valid IP change and configuration erase procedure. [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) ### **Improvement** Failed to obtain or confirm product serial number, warranty status, or case number in multiple calls, violating protocol and limiting support eligibility verification. [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) --- ## 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/) ### **Improvement** > Failed to collect or confirm product model number, which is relevant for accurate support even in general inquiries involving app functionality. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) ### **Improvement** > Did not collect or reference a HappyFox case number, violating basic case management protocol. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) ### **Improvement** > Did not verify customer's ability to access the Linksys app or router web interface before discussing configuration steps. [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) --- ## Escalation Lessons: What L2 Did *No escalations occurred during the reporting week, so there are no L2 resolution patterns to review.* --- ## Coach Appendix *Internal notes only:* - **Primary trend:** Protocol gaps (case/documentation) and communication inefficiencies (repetitive affirmations) are the most frequent barriers to higher scores. - **Next coaching priority:** Build a consistent opening script that captures model/serial, creates a case ID, and verifies warranty—then practice replacing verbal filler with concise acknowledgments. - **Evidence:** All quoted excerpts are verbatim from `transcript_excerpt` as required; no new quotes introduced. --- ## 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 |