# john.pagurayan@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 | |---|---|---|---|---|---| | 3 | 53m 44s | MX6200 | CONNECTIVITY | 3 | — | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | **Accuracy** | 3.00 | 3 | | **Protocol** | 1.67 | 3 | | **Communication** | 2.67 | 3 | | **Overall** | 2.63 | 3 | *Based on 3 calls reviewed. Score range: 1.5 (lowest) to 3.4 (highest).* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MX6200 | 1 | 110m 55s | 3.00 | 3.00 | 1.00 | 3.00 | | MR7350 | 1 | 44m 38s | 3.40 | 4.00 | 3.00 | 3.00 | | EA6350 | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | **Key patterns:** The MX6200 call consumed significantly more time (over 110 minutes) due to complex mesh troubleshooting and unauthorized remote access attempts. The EA6350 call was the shortest but also had the lowest scores, indicating incomplete troubleshooting for an access issue. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |--------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | ACCESS | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ | | CONNECTIVITY | 2 | 77m 26s | 3.20 | 3.50 | 2.00 | 3.00 | | **ACCESS category needs focus:** The single ACCESS call had the lowest overall score (1.5) and shortest handle time, suggesting incomplete troubleshooting despite quick closure. This pattern indicates a need for deeper diagnostic habits when customers report inability to access routers. --- ## Week-over-Week Movement *No prior-week comparison data available for this agent.* --- ## What Went Well 1. **Effective troubleshooting for connectivity issues** You successfully resolved a connectivity issue by performing a sequential power-cycle of modem then router, which restored service. This methodical approach validated the root cause and delivered clear results for the customer. > *Performed sequential power-cycle of modem then router, which resolved the issue.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) 2. **Customer information collection** You consistently gathered full customer details (name, phone, email, model, serial) early in calls, creating a solid foundation for accurate troubleshooting and documentation. This proactive data collection reduced back-and-forth and improved efficiency. > *Collected full customer information (name, phone, email, model, serial) early in the call.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) --- ## Growth Opportunities 1. **Premature paid support introduction** In some cases, paid support was mentioned before attempting basic troubleshooting steps, which can create friction with customers facing solvable issues. **What good looks like:** Offer at least two verified troubleshooting steps (e.g., power-cycle, cable check) before introducing paid support options, unless the customer explicitly requests it or the issue clearly falls outside standard support scope. > *Introduced paid support before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) 2. **Complete troubleshooting and closure validation** Some calls ended without fully verifying solutions or collecting critical information like product model numbers. **What good looks like:** Always confirm the product model, run through a minimum troubleshooting sequence (reset, cable check, power-cycle), and validate resolution with the customer before closing. Document next steps clearly when follow-up is needed. > *Failed to collect product model number, incorrectly declared the device out of warranty without verification, and provided only minimal troubleshooting.* [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) --- ## Next Week's Focus - **Practice the "two-step troubleshooting" habit:** For any connectivity issue, always attempt a power-cycle and cable check before discussing paid support options. - **Standardize model/serial collection:** Make gathering product details your first action on every call - add it to your opening script. - **Use approved remote tools:** If remote access is needed, use only Linksys-approved methods rather than third-party platforms. - **Build closure checklists:** Create a quick mental checklist (model collected? → basic steps tried? → resolution confirmed?) to ensure no call closes prematurely. --- ## Technical Accuracy **Improvement** Failed to collect product model number, a critical omission for any technical support call. [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) **Improvement** Incorrectly declared the device out of warranty without verification and prematurely escalated to paid support. [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) **Improvement** Used non-standard remote access (Zoho) instead of approved Linksys remote tools. [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) **Strength** Performed correct sequential power-cycle (modem first, then router) which resolved the issue. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) --- ## Coaching Moments **Strength** Effective empathy and de-escalation > *Showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) **Improvement** Excessive time on non-critical details > *Spent excessive time (approx. 5 minutes) asking about cable colors and port numbers that were not essential to the fix.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) **Improvement** Long silent hold without explanation > *Allowed a 3-minute silent hold without explanation or reassurance, violating communication best practices.* [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) --- ## Escalation Lessons: What L2 Did *No escalation cases to review this week. All support cases were resolved at L1 with no handoffs to Level 2 engineering.* --- ## Coach Appendix **Highest-signal weekly trend:** Protocol adherence needs immediate focus (week average 1.67/4). The EA6350 ACCESS call demonstrates how skipping basic troubleshooting (model collection, warranty check, systematic diagnostics) leads to low scores and unresolved issues. The MX6200 case shows how unauthorized tools and premature paid support offers create inefficiency even when eventual resolution occurs. **Recurring pattern to address:** Incomplete initial triage before closure. All three calls either skipped critical information collection (model/serial) or introduced paid support too early. Next coaching should emphasize the "two-step troubleshooting" habit and closure validation checklist. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) | 2026-05-26 14:59:04+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) | 2026-05-28 01:26:42+00:00 | 3.4 | INBOUND | MR7350 | CONNECTIVITY | ✓ Resolved | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-29 01:03:17+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |