### # 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

1. **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.”  
   [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/)  

   *You correctly identified the LAN IP conflict and walked the customer through valid OpenWRT recovery steps.*

2. **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.”  
   [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/)  

   *You confirmed warranty eligibility and clearly communicated Linksys’ full-unit replacement policy, aligning with KB guidance.*

3. **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.”  
   [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/)  

---

### ## Growth Opportunities

1. **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.”  
   [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/)  

   **Next step**: Before saying “thank you and goodbye,” confirm the case number is logged and repeat it back to the customer.

2. **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.”  
   [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/)  

   **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.”  
[#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/)  
*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.”  
[#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/)  
*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.”  
[#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/)  
*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.”  
[#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/)  

**Improvement**  
> “Did not provide a definitive solution or clear next-step beyond a vague suggestion to search online.”  
[#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/)  

---

### ## 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.*