# donna.dubduban@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 | |---|---|---|---|---|---| | 1 | 12m 39s | MR5500 | CONNECTIVITY | 1 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | Accuracy | 3.00 | 1 | | Protocol | 2.00 | 1 | | Communication | 2.00 | 1 | | Overall | 3.00 | 1 | *Based on 1 call reviewed. Score range: lowest 2, highest 3.* --- ## Where Time Goes ### Models Supported Product model data is available for this week. | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MR5500 | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 | **Key Pattern**: The sole call involved an MR5500 router with connectivity issues, resulting in a lengthy 12-minute handle time. While the agent correctly identified the model, the combined time/score pattern shows room for improvement in troubleshooting depth and communication clarity. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 | | No categories require deeper drill-down this week. --- ## Week-over-Week Movement **Comparison Note**: This is the first week of data available for direct week-over-week comparison. Prior week had 3 calls versus this week's 1 call, but score and handle-time deltas cannot be calculated due to insufficient data points. --- ## What Went Well **Correct model identification** The agent accurately identified the customer's MR5500 router, which is essential for targeted troubleshooting. > **Correctly identified the router model (MR5500).** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) --- ## Growth Opportunities **Complete key diagnostic steps before escalating** The agent confirmed cable connections and performed a reset but missed critical diagnostic steps like verifying WAN port speed and router configuration via the web UI. These checks could have determined if the issue was software-related or required hardware replacement. > **Failed to verify WAN port speed or router configuration via the web UI.** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) **Next step**: Always check WAN port speed and router settings via the web UI before advising hardware replacement. This ensures you're not overlooking simple configuration fixes. **Verify warranty details and provide clear guidance** The agent advised contacting the retailer for replacement without confirming warranty coverage or collecting necessary details like serial number. This created confusion about the retailer name (iPad vs. iPod) and left the customer uncertain about the process. > **Did not collect serial number or confirm warranty coverage. Confused retailer name (iPad/iPod) and gave unclear guidance on replacement process.** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) **Next step**: Before directing customers to retailers, confirm warranty eligibility using the serial number, clarify the exact retailer name, and provide step-by-step replacement instructions. --- ## Next Week's Focus - **Add WAN port speed verification** to your standard connectivity troubleshooting flow for MR5500 and similar models. - **Collect serial numbers proactively** when warranty replacement is a potential outcome, and confirm coverage before advising customers. - **Reduce filler language and silences** by preparing concise next-step scripts for common scenarios. - **Practice active listening** to identify customer confusion early and clarify instructions immediately. --- ## Technical Accuracy ### **Improvement** > **Agent did not verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) Note: Verifying WAN port speed and router settings via the web UI is a critical first step for connectivity issues on MR5500 devices. This helps distinguish between cable issues, port problems, and configuration errors. ### **Improvement** > **Agent did not confirm warranty coverage or serial number, leading to unclear guidance on replacement process.** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) Note: Always collect the serial number and verify warranty status before advising customers to contact retailers. This prevents misdirected efforts and ensures eligible customers receive proper support. ### **Improvement** > **Call contained long silences, filler language, and limited empathy, reducing communication quality.** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) Note: Clear, empathetic communication builds trust. Use structured phrases to maintain flow and show understanding of the customer's frustration. No dedicated technical accuracy signals were extracted beyond these improvement areas this week. --- ## Coaching Moments ### **Strength** > **Correctly identified the router model (MR5500).** > [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) Note: Accurate product identification is the foundation for effective troubleshooting. Keep this habit as you encounter new devices. --- ## Escalation Lessons: What L2 Did No escalation cases were encountered this week. The single call was resolved via self-help guidance without escalation. --- ## Coach Appendix **Highest-signal weekly trend**: The sole call demonstrates a pattern where critical diagnostic steps (WAN port speed check, warranty verification) were omitted despite correct initial product identification. This suggests a need to reinforce systematic troubleshooting and documentation habits, particularly for connectivity issues on MR5500 devices. **Recurring pattern to address**: The combination of incomplete diagnostics and unclear customer guidance created a situation where the customer needed follow-up. Next coaching should focus on building a repeatable checklist for connectivity cases that includes: 1) WAN port speed verification, 2) warranty/serial number collection when replacement is possible, and 3) clear, step-by-step instructions for next actions. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130830](https://linksys.happyfox.com/staff/ticket/130830/) | 2026-05-26 | 3 | OUTBOUND | MR5500 | CONNECTIVITY | ✓ Likely resolved |