# jhonjobert.zambrano@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 | 36m 41s | MR9600 | SETUP | 1 | — | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | **Accuracy** | 2.00 | 1 | | **Protocol** | 1.00 | 1 | | **Communication** | 2.00 | 1 | | **Overall** | 1.50 | 1 | *Based on 1 call reviewed. Score range: 1.0-4.0* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MR9600 | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 | **Key Pattern**: The sole call involved an MR9600 router with a very long handle time (36 minutes) and low overall score (1.5). This highlights a critical need for more efficient troubleshooting approaches for this product category. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | SETUP | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ | **SETUP Focus Area**: The single SETUP call shows a pattern of extended handle times and low protocol scores. This suggests the agent needs to strengthen their approach to diagnostic workflows for setup issues, particularly for hardware faults. --- ## Week-over-Week Movement *No prior-week comparison data available.* --- ## What Went Well Despite the challenges in this week’s single call, there were a few positive elements to build upon: 1. **Professional greeting and acknowledgment** The agent began the call with a clear, polite welcome and appropriately acknowledged the customer's out-of-warranty status, setting a respectful tone for the interaction. 2. **Attempted clarification of device details** The agent asked clarifying questions about the customer's device description (e.g., "flat box vs. tower"), showing an effort to understand the customer's equipment. > **Customer context from call**: > > *"Yeah, so, I think my router took a crap. Well, it won't light up."* > > *"I did all the troubleshooting steps through the app and it will not light back up or anything of that sort."* These moments demonstrate foundational communication skills that can be built upon with more structured troubleshooting. --- ## Growth Opportunities ### 1. Perform systematic hardware troubleshooting before recommending paid support **Current pattern**: The agent immediately suggested purchasing a new router and offered paid-out-of-warranty support without attempting any diagnostic steps for the reported hardware fault. **What good looks like**: - For reported hardware issues (e.g., router not lighting up), always perform at least these three quick checks first: 1. Power-cycle the device (unplug for 10 seconds, plug back in) 2. Verify power source (try a different outlet if possible) 3. Check indicator lights against the device’s LED guide - Only after these basic steps fail should paid support or replacement be discussed. > **Critical missed opportunity from call**: > > *"So I did a simple unplug, wait a few seconds or so, plug it back in. It did its little flashing thing like it normally does. And then it went to a steady blue light. And still no internet."* > The customer had already performed basic troubleshooting—the agent should have validated and extended these steps before escalating to paid options. ### 2. Verify exact model and create HappyFox cases for unresolved issues **Current pattern**: The agent relied on the customer’s verbal description ("AMR 98 whatever") rather than confirming the exact model from the serial number, and did not create any case documentation despite a clear unresolved hardware fault. **What good looks like**: - Always confirm the exact product model using the serial number provided - Create a HappyFox case for any unresolved issue, even if the customer declines immediate support—this ensures continuity and prevents repeat contacts - Document all troubleshooting steps performed in the case notes > **Missed documentation opportunity from call**: > The customer provided a serial number (32L108Z001), but the agent never confirmed the exact MR9600 model or created any case, leaving the issue entirely undocumented. --- ## Next Week's Focus - **Practice the 3-step hardware diagnostic**: Before suggesting paid support, always run power-cycle, outlet check, and LED verification for any "device not powering on" report. - **Model confirmation habit**: When a customer provides a serial number, look it up immediately to confirm the exact product model before proceeding with troubleshooting. - **Case creation discipline**: For any unresolved issue—especially hardware faults—create a HappyFox case with clear notes on troubleshooting performed and next steps, even if the customer declines immediate action. - **Scripted escalation path**: Develop a clear script for when paid support is necessary, ensuring the customer understands why free troubleshooting was exhausted first. --- ## Technical Accuracy ### **Improvement** > *No troubleshooting performed for hardware fault* The agent skipped all basic diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault and immediately offered paid support without verifying warranty status or attempting self-help resources. This violates standard protocol for hardware issues. ### **Improvement** > *Incomplete model verification and missing case documentation* Despite having the customer’s serial number (32L108Z001), the agent never confirmed the exact MR9600 model or created a HappyFox case for the unresolved hardware fault, violating case management protocol. --- ## Coaching Moments ### **Strength** > *"Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues..."* The agent’s professional greeting set appropriate expectations and acknowledged warranty options, establishing a respectful framework for the interaction. ### **Improvement** > *"you've been using this router, sir? A year and these have the receipt, Received. I'm I see. A year, right? Um, do you have the serial number? [silence]"* While attempting clarification, the agent’s phrasing was hesitant and failed to actively guide the customer toward providing the serial number. A more direct approach ("I see you've had this for about a year—could you share the serial number printed on the back? It starts with 32L...") would have accelerated model verification. --- ## Escalation Lessons: What L2 Did *No escalation cases were processed this week. The single call was not escalated, but the issues identified (lack of troubleshooting, missing case documentation) represent patterns that would typically require Level 2 intervention if repeated.* --- ## Coach Appendix **Highest-signal weekly trend**: The sole call reveals a critical gap in hardware troubleshooting protocol—the agent bypassed basic diagnostic steps and skipped case documentation for a clear hardware fault. This pattern, if repeated, would lead to customer frustration, repeat contacts, and potential escalation. **Key coaching focus for next conversation**: Reinforce the "troubleshoot-first" mindset with concrete examples of quick diagnostic steps for common hardware faults, and emphasize the non-negotiable requirement to create HappyFox cases for any unresolved issue. Role-play scenarios using the MR9600 LED guide and serial number lookup process would be valuable. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/) | 2026-05-27 14:37:19+00:00 | 1.5 | INBOUND | MR9600 | SETUP | ⚠ Closed incorrectly |