# rubierosa.levi@concentrix.com — Coaching Report

## Week of 2026-05-25 – 2026-05-31

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## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 7 | 26m 52s | MX2000 | ACCESS | 7 | 2 |

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## Scorecard

| Dimension   | This Week | Calls Reviewed |
|-------------|-----------|----------------|
| Accuracy    | 1.57      | 7              |
| Protocol    | 1.71      | 7              |
| Communication | 2.43     | 7              |
| Overall     | 1.86      | 7              |

*Scores reflect QA evaluation across 7 calls reviewed. Overall range: 1.1 – 3.0.*

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## Where Time Goes

### Models Supported

Product model data not available for this week.

### Problem Categories

| Category    | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|-------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------|
| HARDWARE    | 1     | 36m 06s         | 3.00        | 1.00         | 2.00         | 3.00              |             |
| SETUP       | 1     | 28m 51s         | 1.10        | 1.00         | 1.00         | 2.00              | ✓          |
| ACCESS      | 3     | 27m 18s         | 1.47        | 1.00         | 2.00         | 2.33              | ✓          |
| CONNECTIVITY| 2     | 6m 48s          | 2.25        | 3.00         | 1.50         | 2.50              |             |

**SETUP and ACCESS** are the primary focus areas this week. The SETUP category shows extremely low accuracy and protocol scores, indicating a need for clearer model-specific guidance and reduced reliance on unsupported configurations. ACCESS calls also struggle with accuracy, suggesting inconsistent troubleshooting for login and app-detection issues.

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## Week-over-Week Movement

*No prior-week comparison data available for this agent.*

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## What Went Well

### Professional communication

The agent consistently maintained a polite, patient tone that helped de-escalate frustration and kept customers engaged throughout complex troubleshooting.

> **[#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)**  
> > *"oh, yeah, that's good. Yes, sir, that's good. Is, like, for example, um, the child node upstairs will connect to the child node downstairs, cuz, uh, that's in between, sir. That's actually a good setup. Yes, good job."*

> **[#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/)**  
> > *"This is Toby from Linksys technical support. Yes. Hi, sir. Thank you for answering my call back."*

These excerpts show the agent validating customer efforts, using positive reinforcement, and delivering clear opening statements that set a collaborative tone.

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## Growth Opportunities

### Technical accuracy and protocol