# girlyjoy.pocot@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 | | --- | --- | --- | --- | --- | --- | | 25 | 13m 24s | WHW03 | CONNECTIVITY | 25 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 25 | | Protocol | 1.80 | 25 | | Communication | 2.40 | 25 | | Overall | 2.30 | 25 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 54m 33s | 2.80 | 2.00 | 2.00 | 3.00 | Outlier: 3.2x weekly median handle time | | E | 3 | 18m 51s | 1.93 | 1.33 | 1.33 | 2.33 | | | MR | 2 | 18m 42s | 3.20 | 4.50 | 2.50 | 2.50 | | | MX | 5 | 17m 8s | 2.86 | 4.00 | 2.00 | 2.80 | | | WHW | 9 | 16m 18s | 2.30 | 2.33 | 1.56 | 2.22 | | | SPN | 1 | 6m 58s | 3.00 | 2.00 | 2.00 | 2.00 | | | EA | 7 | 6m 27s | 2.00 | 1.86 | 1.43 | 2.29 | | **Key Observations** - LN is the slowest family at 54m 33s; outlier: 3.2x weekly median handle time. - E is one of the slowest families at 18m 51s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 12 | 14m 55s | 2.20 | 2.30 | 1.80 | 2.40 | ✓ | | SETUP | 9 | 13m 45s | 2.50 | 2.80 | 2.00 | 2.40 | | | ACCESS | 2 | 13m 1s | 3.10 | 5.00 | 2.00 | 2.50 | | | CONFIGURATION | 1 | 13m 47s | 2.90 | 3.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Improve protocol adherence: Collect model/serial number in every call. - Correct technical inaccuracies: Reset duration, LED states, pairing methods. - Reduce premature paid support offers before troubleshooting. - Enhance troubleshooting for CONNECTIVITY issues (drill-down target). ## 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. --- ## Input Data Call data payload (JSON): ```json { "agent_name": "girlyjoy.pocot@concentrix.com", "week_start": "2026-05-25", "week_end": "2026-05-31", "happyfox_base_url": "https://linksys.happyfox.com", "happyfox_activity": { "calls_with_tickets": 25, "cases_documented": 25, "cases_escalated": 2, "escalation_details": [ { "display_id": "#TE00130787", "escalated_at": "2026-05-25 22:25:30", "final_status": "Resolved" }, { "display_id": "#TE00130963", "escalated_at": "2026-05-26 23:46:22", "final_status": "Resolved" } ] }, "escalation_learning": [ { "display_id": "#TE00130787", "ticket_url": "https://linksys.happyfox.com/staff/ticket/130787/", "product_model": "WHW03", "problem_category": "SETUP", "call_outcome": "Escalated to Level 2; callback scheduled.", "current_status": "Resolved", "resolution_state": "resolved", "escalated_at": "2026-05-25 22:26:27", "level_2_claimed_at": null, "l1_pre_escalation_steps": [ { "timestamp": "2026-05-25 21:46:38", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "Status: None -> New | Linksys Technical Support Case created." }, { "timestamp": "2026-05-25 21:46:39", "phase": "level_1_pre_escalation", "actor_role": "automation", "summary": "Assignee: Unassigned -> [REDACTED_EMAIL]" }, { "timestamp": "2026-05-25 21:54:55", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "https://www.amazon.com/your-orders/order-details?orderId=[REDACTED_PHONE]&shipmentId=PWd2MY5vg&packageIndex=0&ref=ppx_yo2ov_mob_b_dvw_s00_d_track_package Get Outlook for Android ________________________________ From: Linksys Technical Support <[REDACTED_EMAIL]> Sent: Monday, May 25, 2026 5:51:21 PM To: [REDACTED_EMAIL] <[REDACTED_EMAIL]> Subject: Re: Linksys Support - Wanted to add child node - #LTS00130787 [https://downloads.linksys.com/support/assets/HF/ET_Logo-withText..." }, { "timestamp": "2026-05-25 22:25:30", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "**Issue Description: ** Wanted to add child node **Model Number**: **Serial Number:** 20J20M32A07923 **Warranty Start Date: ** Oct 28, 2020 **Troubleshooting Steps: (Steps with customer and results)** Name: Allen Campbell phone #: [REDACTED_PHONE] email: [REDACTED_EMAIL] model#: WHW0302B SN: 20J20M32A07923 ISP: AT&T -20J10C69727996- PN (WHW0302B) -20J20M32A07923-CN -cx wanted to add another node to his current system -ask cx for the receipt -send email for the customer to reply -plug in CN near...." }, { "timestamp": "2026-05-25 22:26:11", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "excessive threshold" } ], "level_2_resolution_steps": [ { "timestamp": "2026-05-25 22:26:27", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: New -> Escalated" }, { "timestamp": "2026-05-25 22:29:09", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Hi L2 Team, please assist the customer on this case as it has already exceeded the support threshold and is beyond my shift. All relevant details and troubleshooting steps completed are documented in the ticket. Kindly proceed with further diagnosis and resolution. Thank you. [@Eric Marbella][1] [@Paolo Ebora][2] [@Paulo Real][3] [@Leonisa Bless Esling][4] [@Edgar Ian Mark Catulong][5] [1]: mailto:[REDACTED_EMAIL] [2]: mailto:[REDACTED_EMAIL] [3]: mailto:[REDACTED_EMAIL] [4]: mailto:[REDACTED_EMAIL] [5]: mailto:[REDACTED_EMAIL]" }, { "timestamp": "2026-05-26 04:41:57", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Assignee: Unassigned -> [REDACTED_EMAIL]" }, { "timestamp": "2026-05-26 14:22:16", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "CAT Callback: 10:20 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Routed to VM Call got ended" }, { "timestamp": "2026-05-26 14:25:51", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: Callback -> Resolved | Hi Allan Campbell, We would like to inform you that your case has been escalated for further assistance to ensure it is handled appropriately. We have attempted to reach you via callback; however, the calls were routed to voicemail. If you still require assistance, please feel free to contact us using any of the options below: * Direct Hotline: 213‑289‑3408 * Online Support: https://support.linksys.com For reference, your ticket number is TE00130787. Please have th..." }, { "timestamp": "2026-05-26 18:09:11", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Inbound:[REDACTED_PHONE] Time: 01:28am MNL -He has a weak spot —was able to solve it -Recently; he has direct tv and Gemini air (lot of trouble connecting to the network) —- tv has been replace twice -He bought new nodes (refurbished) —- (was provided 800-833, no. of the Life support things) -He searched for our phone no. —-called us and spent over an hour to setup everything -Customer provided his ticket no.: TE00130787 -Verified his account; Allan Campbell -He was able to add 1 node -2 nodes a..." }, { "timestamp": "2026-05-26 18:09:17", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]" } ], "related_call_chain": [ { "happyfox_ticket_id": "130787", "happyfox_ticket_display_id": "#TE00130787", "happyfox_agent_name": "girlyjoy.pocot@concentrix.com", "call_id": "fba37442-5881-11f1-948e-42010a623f91", "call_start": "2026-05-25 21:37:52+00:00", "direction": "INBOUND", "overall": "1.8", "accuracy": "1", "protocol": "2", "communication": "2", "technical_resolution_status": "not_fixed", "operational_closure_status": "callback_or_followup_set", "resolution_or_next_step": "Escalated to Level 2; callback scheduled." }, { "happyfox_ticket_id": "130787", "happyfox_ticket_display_id": "#TE00130787", "happyfox_agent_name": "leonisabless.esling@concentrix.com", "call_id": "3f2354ea-5926-11f1-ac04-42010a62006f", "call_start": "2026-05-26 17:13:42+00:00", "direction": "INBOUND", "overall": "3.4", "accuracy": "4", "protocol": "3", "communication": "4", "technical_resolution_status": "likely_fixed_unconfirmed", "operational_closure_status": "closed_with_self_help", "resolution_or_next_step": "Performed 5-press reset and node relocation; all nodes now solid green and visible in the app. No further issues reported by customer, but internet/WAN connectivity and DirecTV Genie Air issue were not verified." } ], "timeline": [ { "timestamp": "2026-05-25 21:46:38", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "Status: None -> New | Linksys Technical Support Case created." }, { "timestamp": "2026-05-25 21:46:39", "phase": "level_1_pre_escalation", "actor_role": "automation", "summary": "Assignee: Unassigned -> [REDACTED_EMAIL]" }, { "timestamp": "2026-05-25 21:48:10", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Thank you for reaching out to us! To ensure your records are up to date and to receive the latest updates and support, please register your product using the link below: [https://register.linksys.com][1] Registering your product helps us provide you with: * Faster technical support * Important firmware updates * Warranty validation" }, { "timestamp": "2026-05-25 21:51:03", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Thank you for reaching out to us. We kindly ask that you reply to this email with a copy of your proof of purchase (e.g., receipt or invoice). This will help us verify your claim and update our records accordingly." }, { "timestamp": "2026-05-25 21:54:55", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "https://www.amazon.com/your-orders/order-details?orderId=[REDACTED_PHONE]&shipmentId=PWd2MY5vg&packageIndex=0&ref=ppx_yo2ov_mob_b_dvw_s00_d_track_package Get Outlook for Android ________________________________ From: Linksys Technical Support <[REDACTED_EMAIL]> Sent: Monday, May 25, 2026 5:51:21 PM To: [REDACTED_EMAIL] <[REDACTED_EMAIL]> Subject: Re: Linksys Support - Wanted to add child node - #LTS00130787 [https://downloads.linksys.com/support/assets/HF/ET_Logo-withText..." }, { "timestamp": "2026-05-25 22:25:30", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "**Issue Description: ** Wanted to add child node **Model Number**: **Serial Number:** 20J20M32A07923 **Warranty Start Date: ** Oct 28, 2020 **Troubleshooting Steps: (Steps with customer and results)** Name: Allen Campbell phone #: [REDACTED_PHONE] email: [REDACTED_EMAIL] model#: WHW0302B SN: 20J20M32A07923 ISP: AT&T -20J10C69727996- PN (WHW0302B) -20J20M32A07923-CN -cx wanted to add another node to his current system -ask cx for the receipt -send email for the customer to reply -plug in CN near...." }, { "timestamp": "2026-05-25 22:26:11", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "excessive threshold" }, { "timestamp": "2026-05-26 05:05:46", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "[@John Pagurayan][1] [@Leonisa Bless Esling][2] [@Edgar Ian Mark Catulong][3] [@Eric Marbella][4] [@Paolo Ebora][5] Hi team, please assist. The customer is based in the U.S., and the case was already beyond callback hours when I claimed it. I was unable to proceed with the callback due to ACS training, followed by a scheduled meeting with TC Marc. Thanks, cc: [@Marc Baynos][6] [@Regilene Come][7] [1]: mailto:[REDACTED_EMAIL] [2]: mailto:[REDACTED_EMAIL] [3]: mailto:[REDACTED_EMAIL] [4]: mailto:[REDACTED_EMAIL] [5]: mailto:[REDACTED_EMAIL] [6]: mailto:[REDACTED_EMAIL] [7]: mailto:[REDACTED_EMAIL]" }, { "timestamp": "2026-05-26 13:49:50", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "CAT Callback: 9:48 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer No one responds Assume routed to VM Left a message End call" }, { "timestamp": "2026-05-26 14:03:29", "phase": "escalated_pending_l2", "actor_role": "staff", "summary