# deneive.luar@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 | | --- | --- | --- | --- | --- | --- | | 43 | 11m 59s | WHW03 | CONNECTIVITY | 43 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 43 | | Protocol | 1.80 | 43 | | Communication | 2.20 | 43 | | Overall | 2.10 | 43 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 13 | 22m 21s | 2.34 | 1.85 | 1.77 | 2.15 | Outlier: 1.9x weekly median handle time | | WHW | 7 | 16m 2s | 1.94 | 2.43 | 1.43 | 2.00 | | | MR | 3 | 15m 8s | 2.10 | 3.00 | 1.33 | 1.67 | | | EA | 15 | 11m 41s | 2.23 | 1.73 | 1.87 | 2.20 | | | OTHER | 4 | 11m 15s | 2.62 | 2.75 | 1.75 | 2.75 | | | E | 6 | 10m 42s | 1.98 | 1.33 | 1.67 | 2.17 | | | WRT | 2 | 10m 12s | 2.50 | 3.00 | 1.50 | 3.00 | | | MBE | 1 | 8m 14s | 1.50 | 5.00 | 1.00 | 1.00 | | **Key Observations** - MX is the slowest family at 22m 21s; outlier: 1.9x weekly median handle time. - WHW is one of the slowest families at 16m 2s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 13m 43s | 2.10 | 2.20 | 1.80 | 2.20 | ✓ | | SETUP | 12 | 15m 2s | 2.20 | 2.30 | 1.90 | 2.30 | | | ACCESS | 4 | 11m 20s | 2.00 | 2.50 | 1.80 | 2.30 | ✓ | | HARDWARE | 4 | 7m 41s | 1.90 | 2.00 | 1.50 | 2.30 | ✓ | ## Week-over-Week Movement - Improve accuracy in technical guidance (e.g., reset procedures, model compatibility). - Enhance protocol adherence (e.g., warranty verification, troubleshooting steps). - Reduce premature escalation to paid support without attempting basic troubleshooting. ## What Went Well 2-3 strengths, each supported by concrete evidence. Use `strengths` from the insights JSON as your primary source. Quote either `coaching_moments_json.transcript_quote` or an exact excerpt cited in the insight evidence as a Markdown blockquote (`>` prefix). Format each coaching moment citation as a Markdown link using the ticket display ID: `[#LTS00127340](https://linksys.happyfox.com/staff/ticket/127340/)` Use `happyfox_ticket_url` and `happyfox_ticket_display_id` from the call data for the correct values. If `happyfox_ticket_url` is null for a call, omit the link and show only the quote. --- ### Growth Opportunities 1-2 improvement areas from `improvements` in the insights JSON. Quote either `coaching_moments_json.transcript_quote` or an exact excerpt cited in the insight evidence as a blockquote. Link to the HappyFox ticket using the same format as above (`/staff/ticket//`). Frame each area operationally: describe what better looks like in practice, not just what fell short. Lead with the concrete, positive next step. --- ### Next Week's Focus Write 2-4 concise, self-help-oriented bullets the agent can apply immediately next week. Focus on the smallest useful behavior change, the best next troubleshooting branch, or a repeatable habit that would improve call handling. Keep the guidance practical and agent-facing, not managerial. --- ### Technical Accuracy This section covers product knowledge, process accuracy, and reference material correctness. 5-press pairing calibration: - Do not state or imply that 5-press pairing is unsupported solely because the product is Velop, WHW, MX, or MR. - Treat 5-press pairing/recovery as potentially valid for supported mesh models including WHW03 and MX5500 when the call context is adding or recovering a child node. - Only describe 5-press as an error when the supplied evidence says it was wrong for the specific model/state, was described as a factory reset by itself, contradicted KB guidance, failed and the agent did not pivot, or was paired with another materially wrong troubleshooting step. Use `technical_coaching_moments` from the insights JSON. For each entry: - **Bold** the type label (`Strength` or `Improvement`) - If `transcript_quote` is non-empty, render it as a Markdown blockquote. If it is null or empty, do not invent a quote. - Follow with `note` as prose commentary - Link the ticket: `[#LTS00127340](url)` — use `happyfox_ticket_display_id` and `happyfox_ticket_url` from the entry (path is `/staff/ticket//`) If `technical_coaching_moments` is empty, do not claim solid technical performance. Instead write: "No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns." --- ### Coaching Moments Reproduce all remaining `coaching_moments_json` entries that were NOT already covered in Technical Accuracy (i.e. soft-skill, communication, and empathy moments). For each entry: - **Bold** the type label (`Strength` or `Improvement`) - Render `transcript_quote` as a Markdown blockquote - Follow with `note` as prose commentary - Link the ticket: `[#LTS00127340](url)` using `happyfox_ticket_display_id` and `happyfox_ticket_url` from the parent call in the payload If no remaining coaching moments exist after Technical Accuracy, omit this section. Do not write a placeholder Coaching Moments section. If `coaching_moments_json` is empty but `transcript_excerpt` was used in What Went Well or Growth Opportunities, that is sufficient. --- ### Escalation Lessons: What L2 Did This section teaches from escalated HappyFox cases. The goal is not to congratulate the handoff; the goal is to help the Level 1 agent learn the technical pattern that Level 2 used to move the case forward. Use `escalation_learning` from the call data payload. If escalation_learning is present and non-empty, create one subsection per escalated case: `### [#TE00123456](url) — Resolved by Level 2` or `### [#TE00123456](url) — Pending with Level 2` For each case include: - **What L1 saw:** summarize the customer-visible problem, product, category, and relevant L1 pre-escalation steps from `l1_pre_escalation_steps` and `call_outcome`. - **Why it escalated:** explain the trigger from status/assignee/timeline evidence. If the trigger is unclear, say "Escalation trigger was not explicit in the available notes." - **Related call chain:** if `related_call_chain` has multiple calls, call out whether this was a repeat contact, callback, another L1 handoff, or escalation after an earlier closure. If the agent being coached closed the earlier call with an ISP referral, vague next step, or unresolved status and a later agent/L2 had to continue the case, name that as the coaching pattern without blame. - **What L2 did:** use `level_2_resolution_steps` and the post-escalation timeline. Focus on technical diagnosis, product behavior, firmware/configuration/warranty/RMA decision, validation step, or exact resolution mechanism. If the case is resolved but resolution notes are operational rather than technical, say that plainly. If the case is still pending, explain what Level 2 appears to be waiting on. - **Current state:** use `resolution_state` and `current_status` to say whether the case is resolved, pending with Level 2/follow-up, waiting on customer, or unclear. - **L1 learning points:** write 2-3 concrete technical actions the L1 agent can apply next time before escalation. Examples: collect model/serial/firmware/topology, verify LED state, confirm modem/ISP handoff, validate warranty/RMA inputs, document exact troubleshooting sequence, or try a specific safe troubleshooting branch. If `escalation_learning` is empty but `happyfox_activity.escalation_details` is non-empty, render a compact Markdown table with **Case | Escalated At | Final Status** and state that detailed L2 resolution notes were not available in the local HappyFox snapshot. If both `escalation_learning` and `happyfox_activity.escalation_details` are empty or missing, omit this section. --- ### Coach Appendix This appendix is for internal coaching context only. Keep it short and operational: - summarize the highest-signal weekly trend in one paragraph - note any recurring technical or process pattern that should inform the next coaching conversation - include only evidence already surfaced above; do not introduce new transcript quotes - preserve the same quote-governance and PII rules that apply to the main report If there is no useful appendix material, omit this section rather than padding it. --- ### This Week's Calls Markdown table with columns: **Case | Date | Score | Direction | Product | Category | Outcome** One row per call, sorted by `call_start` ascending. - **Case**: Markdown link `[#LTS00127340](url)` using `happyfox_ticket_display_id` and `happyfox_ticket_url`. If either is null, show `call_id` unlinked. - **Product**: `product_model` value. If null, leave blank. - **Category**: `issue_type_effective` value. If null, leave blank. - **Outcome**: derive from `resolved`, `technical_resolution_status`, `operational_closure_status`, and `resolution_or_next_step` using this logic: - If `resolved == true` and `technical_resolution_status == "fixed_confirmed"`: **✓ Resolved** - If `resolved == true` and status is `likely_fixed_unconfirmed` or `closed_with_self_help`: **✓ Likely resolved** - If `operational_closure_status == "escalated_correctly"`: **↑ Escalated** - If `operational_closure_status == "callback_or_followup_set"`: **↻ Callback set** - If `operational_closure_status == "pending_resolution"`: **⏳ Pending** - If `operational_closure_status == "abandoned_or_vague"`: use `resolution_or_next_step` to write a 4–6 word plain-English note (e.g. "No clear path given", "Email promised, issue open") — do NOT write "Abandoned" - If `operational_closure_status == "incorrectly_closed"`: **⚠ Closed incorrectly** - If all fields are null or unclear: show `resolution_or_next_step` truncated to 6 words, or **—** if that is also null --- ## Quote Governance Rules These rules are MANDATORY and enforced by the pipeline. **FORBIDDEN:** You must not invent, paraphrase, or reconstruct any transcript quote. Every quote in this report must come verbatim from `coaching_moments_json.transcript_quote` or `transcript_excerpt` — exactly as provided, with no modifications, additions, or omissions. **FORBIDDEN:** Do not introduce new text inside quotation marks or blockquotes that was not present in `coaching_moments_json.transcript_quote` or `transcript_excerpt`. **REQUIRED:** If both `coaching_moments_json` and `transcript_excerpt` are empty or null for an agent, omit evidence quotes in "What Went Well" and state "No transcript highlights available for this week." **REQUIRED:** Use only the sanitized `transcript_quote` values provided — PII has already been redacted by the pipeline. Do not attempt to restore any `[REDACTED]` token. ## Analysis Rules - Use only evidence present in the provided JSON. Do not infer beyond what is present. - Lead with **What Went Well** before **Growth Opportunities** — this order is required. - For improvement areas: describe what "good" looks like operationally. Name the concrete behavior change, not just what went wrong. - **Never** use punitive, disciplinary, performance-improvement-plan, or HR-adjacent language. - Keep the report scannable. An agent should be able to read it in 5 minutes. - If score data is limited (fewer than 3 calls), note this caveat briefly under the Scorecard. - Do not recommend workforce or staffing actions of any kind. --- ## Input Data Call data payload (JSON): { "agent_name": "deneive.luar@concentrix.com", "week_start": "2026-05-25", "week_end": "2026-05-31", "happyfox_base_url": "https://linksys.happyfox.com", "happyfox_activity": { "calls_with_tickets": 43, "cases_documented": 43, "cases_escalated": 0, "escalation_details": [] }, "escalation_learning": [], "calls": [ { "call_id": "1ea93f7e-5839-11f1-9cdd-42010a623f91", "call_start": "2026-05-25 12:56:17+00:00", "direction": "INBOUND", "duration_seconds": "447", "overall": "1.7", "accuracy": "1", "protocol": "1", "communication": "3", "resolved": false, "failure_mode_tags": null, "sentiment_trajectory": null, "coaching_moments_json": [], "sku_mentions": null, "happyfox_ticket_display_id": "#LTS00130717", "happyfox_ticket_id": "130717", "happyfox_case_number": null, "issue_type_effective": "HARDWARE", "product_model": "WRT54G2", "technical_resolution_status": "not_fixed", "operational_closure_status": "abandoned_or_vague", "follow_up_needed": true, "resolution_or_next_step": "Agent promised to email password-reset instructions to 134@gmail.com, but no actual steps were provided during the call.", "happyfox_case_channel": "Phone", "happyfox_ticket_priority": "P2", "happyfox_ticket_source": "TKT_CREATION_ADMIN_PANEL", "happyfox_match_time_delta_minutes": 53, "transcript_excerpt": "[00:00] CHANNEL_LEFT: [silence] Hey Josh, how are you? Hey, Josh, uh, um, I have moved some TVs around in my house. I got one of your routers and, uh, I forgot my password. So, I don't know what to do.\n[00:00] CHANNEL_RIGHT: Welcome to LinX 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. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unav...\n[01:00] CHANNEL_LEFT: I got your router with spectrum's uh spectrum's box and that's something their routers kept going out it kept on blowing up I mean every time like every time we had a hard rain all right well what do you need from me what do I need to do yes that's correct well yeah I think it's let me go here when when I go into my TV in my bedroom it keeps telling me not connected and I've done everything and so I figured I would uh uh uh give you guys a call that's it just says you know ...\n[01:00] CHANNEL_RIGHT: uh got this one uh yeah uh-huh yes just to verify am I talking to Mr. Michael uh-huh yes sir uh uh sir just to confirm when you say password are you referring to the Wi-Fi password or network password uh-huh I see see so I I've assumed the model of your linked.\n[02:00] CHANNEL_LEFT: I don't know. how do I find that at? Where do I look? This okay. Where'd you see that number? where did you see that number, sir? I I I got it upside down. Yes, 5400, sir. Yeah, no problem. I just got this thing. I bought this thing a little while ago, not even a year ago. Doesn's I?...", "technical_context": { "customer_reported_issue": "Forgot Wi-Fi password; TVs cannot connect to network.", "call_summary": "The agent incorrectly identified the router model as '854000', falsely claimed no phone support is available for out-of-warranty devices, and failed to provide any actual troubleshooting. The customer was left with only a promise of an email, and no valid resolution path was established during the call.", "happyfox_ticket_status": "Resolved", "happyfox_ticket_priority": "P2", "happyfox_ticket_source": "TKT_CREATION_ADMIN_PANEL", "happyfox_case_channel": "Phone", "happyfox_match_time_delta_minutes": 53, "follow_up_needed": true, "troubleshooting_performed": [ "Asked for router model number", "Incorrectly confirmed model as '854000'", "Stated warranty expired", "Offered to email password-reset instructions" ], "agent_errors": [ "Incorrectly identified router model as '854000' at [02:00], which is not a valid Linksys model.", "Falsely claimed that no phone support is available for out-of-warranty devices, violating support policy.", "Did not collect serial number or confirm actual model before discussing warranty.", "Failed to provide any actual password reset steps or guide customer to admin interface." ], "positive_highlights": [ "Acknowledged customer frustration and apologized for inconvenience.", "Offered to send step-by-step instructions via email, which could be a valid self-help path if delivered.", "Confirmed customer's email address and promised timely follow-up." ], "key_observations": [ "Agent incorrectly identified the router model as '854000' at [02:00], which is not a valid Linksys model (likely misheard '5400' as '854000').", "Agent falsely stated at [02:00] and [03:00] that no phone support is available for out-of-warranty devices, contradicting Linksys policy that basic triage and self-help paths must still be offered.", "No actual password reset guidance was provided — agent did not explain how to access the admin page, reset the router, or recover the password.", "Agent exhibited long pauses, repeated 'uh', and used unclear phrases like 'intercept this router' [04:00], indicating poor preparation and communication breakdown." ], "follow_up_reason": "No troubleshooting was performed, customer has no actionable steps, and email delivery is unconfirmed." }, "happyfox_ticket_url": "https://linksys.happyfox.com/staff/ticket/130717/" }, { "call_id": "cd8ed512-583e-11f1-8eb7-42010a62006f", "call_start": "2026-05-25 13:36:58+00:00", "direction": "INBOUND", "duration_seconds": "776", "overall": "3.3", "accuracy": "5", "protocol": "2", "communication": "3", "resolved": true, "failure_mode_tags": null, "sentiment_trajectory": null, "coaching_moments_json": [], "sku_mentions": null, "happyfox_ticket_display_id": "#LTS00130717", "happyfox_ticket_id": "130717", "happyfox_case_number": null, "issue_type_effective": "HARDWARE", "product_model": "WRT54G2", "technical_resolution_status": "not_fixed", "operational_closure_status": "closed_with_self_help", "follow_up_needed": false, "resolution_or_next_step": "Purchase and install MX2000 mesh router; no further action required.", "happyfox_case_channel": "Phone", "happyfox_ticket_priority": "P2", "happyfox_ticket_source": "TKT_CREATION_ADMIN_PANEL", "happyfox_match_time_delta_minutes": 12, "transcript_excerpt": "[00:00] CHANNEL_LEFT: Yes, my router, the plug...\n[00:00] CHANNEL_RIGHT: [silence] 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. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have y...\n[01:00] CHANNEL_LEFT: I guess it's called the adapter, has gotten very, very hot and then our internet connection goes out. Is that the adapter, you suppose or do I need to get a new, entirely new router, do you think? right, is getting very, very hot. Yeah, it's not just warm, it's hot. And then, and our our internet connection is going out. So then I, you know, reboot it by unplugging the thing and then putting it back in. The internet works for a while then it goes out again. And I don't know...\n[01:00] CHANNEL_RIGHT: I see. So, just to make sure I got it right, sir. Your router's adapter. Got very, very hot. Um-hmm. All right, sir. So, in order for me to proceed.\n[02:00] CHANNEL_LEFT: Mm-Hmm. Yeah. Yes, as far as I know. Paul Michaels. Paul, P-A-U-L Michaels, M-I-C-H-A-E-L-S. Ma. Uh, do you need that? Or?\n[02:00] CHANNEL_RIGHT: all right. So, since this is your first time, let me just create a quick record here, starting with your full name. I'm sorry, that's... Alright, thank you so much for that one, sir Paul. And how about your email address? Yes. Your email address, in case that we need to send you an send you an email verification after or something. Normally When we are having some connection issues, we will not...", "technical_context": { "customer_reported_issue": "Router adapter gets very hot and causes internet connection to go out repeatedly.", "call_summary": "Customer reported overheating power adapter on legacy WRT54G2 router causing intermittent internet drops. Agent correctly identified device as end-of-life, diagnosed hardware fault, and recommended MX2000 mesh system replacement. No troubleshooting performed beyond diagnosis.", "happyfox_ticket_status": "Resolved", "happyfox_ticket_priority": "P2", "happyfox_ticket_source": "TKT_CREATION_ADMIN_PANEL", "happyfox_case_channel": "Phone", "happyfox_match_time_delta_minutes": 12, "follow_up_needed": false, "troubleshooting_performed": [ "Collected device model (WRT54G2) and serial number", "Confirmed device is end-of-life and out of warranty", "Diagnosed overheating as hardware fault", "Recommended MX2000 mesh system replacement" ], "agent_errors": [ "Did not perform basic troubleshooting for overheating (adapter inspection, ventilation check, known-good power supply test).", "Did not offer paid support option for out-of-warranty hardware fault (required per support pathing).", "Did not formally verify warranty status via system lookup (relied on customer statement)." ], "positive_highlights": [ "All technical advice was accurate and consistent with Linksys KB.", "Correctly identified WRT54G2 as end-of-life hardware.", "Provided appropriate product recommendation (MX2000) for customer's home size.", "Confirmed no modem change required, preventing unnecessary customer expense." ], "key_observations": [ "Agent correctly identified WRT54G2 as end-of-life hardware per KB guidance.", "No troubleshooting performed for the overheating issue beyond basic diagnosis.", "Long silences and filler language reduced call efficiency despite accurate technical advice.", "Agent did not offer paid support option for out-of-warranty hardware fault (protocol miss)." ] }, "happyfox_ticket_url": "https://linksys.happyfox.com/staff/ticket/130717/" }, { "call_id": "095cf582-5845-11f1-a0ec-42010a62006f", "call_start": "2026-05-25 14:21:35+00:00", "direction": "INBOUND", "duration_seconds": "702", "overall": "1.3", "accuracy": "1", "protocol": "1", "communication": "2", "resolved": false, "failure_mode_tags": null, "sentiment_trajectory": null, "coaching_moments_json": [], "sku_mentions": null, "happyfox_ticket_display_id": "#LTS00130705", "happyfox_ticket_id": "130705", "happyfox_case_number": null, "issue_type_effective": "CONNECTIVITY", "product_model": "EA7300", "technical_resolution_status": "not_fixed", "operational_closure_status": "abandoned_or_vague", "follow_up_needed": true, "resolution_or_next_step": "Customer advised to contact ISP without confirmation of modem status, router functionality, or receipt of self-help materials. No concrete next step provided.", "happyfox_case_channel": "Phone", "happyfox_ticket_priority": "P2", "happyfox_ticket_source": "TKT_CREATION_ADMIN_PANEL", "happyfox_match_time_delta_minutes": 109, "transcript_excerpt": "[00:00] CHANNEL_LEFT: [silence]\n[00:00] CHANNEL_RIGHT: 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. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's s...\n[01:00] CHANNEL_LEFT: My wife, my wife, I think she works. Yes. No, I called a little while ago. I called earlier today. So my, my box is, uh, out of date or expired. Um, I don't know how you.\n[01:00] CHANNEL_RIGHT: So you're having issues connecting your router to the internet? Okay. So let me just run some verification with you ma'am in order for