# 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 range of 3.0 – 4.0 across the 6 calls reviewed.
## Where Time Goes
#### Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX5500 | 3 | 37m 57s | 3.43 | 4.67 | 2.67 | 2.67 |
| LN6001 | 1 | 36m 15s | 3.00 | 4.00 | 2.00 | 2.00 |
| WHW03 | 1 | 3m 09s | 3.50 | 5.00 | 2.00 | 2.00 |
| E9450 | 1 | 15m 58s | 3.10 | 2.00 | 3.00 | 4.00 |
Key Pattern:
MX5500 and LN6001 dominate handle time. MX5500 shows decent accuracy but struggles with protocol/communication consistency, while LN6001 (a single call) had unresolved technical issues extending time.
#### Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 36m 30s | 3.15 | 4.50 | 2.50 | 2.50 | |
| CONFIGURATION | 2 | 25m 56s | 3.05 | 3.00 | 2.50 | 3.00 | |
| SETUP | 1 | 57m 55s | 4.00 | 5.00 | 3.00 | 3.00 | |
| NO TROUBLESHOOTING NEEDED | 1 | 3m 09s | 3.50 | 5.00 | 2.00 | 2.00 |
No categories are flagged for deeper drill-down this week.
## Week-over-Week Movement
No prior-week comparison data available for this agent.
## What Went Well
- Technical Accuracy in Configuration Guidance
> “Guided customer through accessing OpenWRT web UI at http://[REDACTED_PHONE] and changing LAN IP to [REDACTED_PHONE]. Performed configuration erase via System > Backup > Firmware to clear pending changes.”
You correctly identified the LAN IP conflict and walked the customer through valid OpenWRT recovery steps.
- Warranty and Replacement Policy Knowledge
> “Verified symptom isolation: router powers on with alternate adapter, fails with original. Explained replacement policy: full-unit exchange only, no standalone adapter replacement per Linksys KB.”
You confirmed warranty eligibility and clearly communicated Linksys’ full-unit replacement policy, aligning with KB guidance.
- Patience and Persistence
In the MX5500 setup call, you remained calm despite navigation confusion and ultimately achieved a confirmed resolution:
> “Accurately diagnosed and changed the WAN connection type from PPPoE to DHCP, which was the root cause of the internet connectivity issue.”
## Growth Opportunities
- Protocol Compliance: Case Documentation
What “good” looks like: Always create or reference a HappyFox case number before closing a call, even for simple inquiries.
> “Did not collect or reference a HappyFox case number, violating basic case management protocol.”
Next step: Before saying “thank you and goodbye,” confirm the case number is logged and repeat it back to the customer.
- Communication Efficiency
What “good” looks like: Replace repetitive scripted phrases (“yes, yes, yes”) with concise, value-adding acknowledgments.
> “Yes, yes, yes, yes, thank you for your business.”
Next step: Use variations like “I understand,” “Got it,” or “Thanks for confirming” to maintain professionalism without redundancy.
## Next Week's Focus
- Document every case: Before closing, verify the HappyFox ticket number and share it with the customer.
- Trim scripted language: Replace “yes, yes, yes” with one clear acknowledgment per exchange.
- Double-check technical details: Verify default IPs and password rules against KB before stating them.
- Set explicit callbacks: When disengaging, confirm a specific follow-up time or next action (e.g., “I’ll email you a case number by 2 PM today”).
## Technical Accuracy
Improvement
“Provided wrong admin page IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for E9450.”
Next time: Confirm default IPs in the KB before guiding customers.
Strength
“Correctly diagnosed and changed the WAN connection type from PPPoE to DHCP, resolving the root cause of the internet connectivity issue for MX5500 setup.”
This aligns with KB and demonstrates strong diagnostic skill.
Improvement
“Failed to obtain or confirm product serial number, warranty status, or case number in multiple calls.”
Always collect serial/model early—it unlocks warranty and case-tracking options.
## Coaching Moments
Improvement
“Excessive use of repetitive confirmations (‘yes, yes, yes’) throughout the call reduced efficiency and communication quality.”
Improvement
“Did not provide a definitive solution or clear next-step beyond a vague suggestion to search online.”
## Escalation Lessons: What L2 Did
No escalated cases were logged for this agent this week.
## Coach Appendix
Internal notes only:
Akiko’s technical accuracy remains strong, especially in configuration and warranty guidance. The primary growth path centers on protocol discipline (case documentation) and communication efficiency (reducing scripted repetitions). Focus next week on pairing case creation with a quick verbal confirmation (“Your case number is #LTS00XXXXX—I’ll follow up by [time]”). Continue leveraging accurate technical diagnosis—this is a solid foundation for higher scores.
All quotes above are verbatim from provided transcripts; no new evidence introduced.