# 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 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | Accuracy | 2.00 | 1 | | Protocol | 1.00 | 1 | | Communication | 2.00 | 1 | | Overall | 1.50 | 1 | *Scores reflect 1 call reviewed. Score range: lowest 1.5, highest 1.5.* --- ## Where Time Goes ### Product Families | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | |---|---|---|---|---|---|---|---| | MR | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 | | The MR product family (MR9600) consumed the entirety of this week's handling time. With an average overall score of 1.50, this indicates a critical need for improved troubleshooting efficiency and resolution success for this product line. ### 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 | ✓ | The **SETUP** category requires immediate focus. The single call in this category received the lowest overall score (1.50) and consumed extensive time without resolution. This pattern suggests inconsistent diagnostic approaches for hardware setup issues. --- ## Week-over-Week Movement *No prior-week comparison data available for this agent.* --- ## What Went Well Despite challenges in this single call, jhonjobert demonstrated **professional courtesy and clear communication**: > 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. This greeting established a respectful tone and set appropriate expectations for the customer interaction. --- ## Growth Opportunities ### 1. Apply systematic troubleshooting for hardware faults The call lacked essential diagnostic steps that could have identified or resolved the issue before escalating to paid support options. **What good looks like:** - Verify power and connections systematically (unplug/replug, LED interpretation) - Run basic network diagnostics (WAN status, signal strength) - Consult device-specific troubleshooting guides before recommending replacements > I did all the troubleshooting steps through the app and it will not light back up or anything of that sort. it's a AMR 98 whatever. at least a year. ### 2. Ensure proper case documentation and closure The interaction ended without creating a HappyFox case or establishing clear next steps, leaving the customer unsupported. **What good looks like:** - Create a case for all unresolved hardware faults - Document troubleshooting steps performed and results - Set clear follow-up actions or provide self-help resources > Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established. --- ## Next Week's Focus 1. **Start every hardware fault call with a standard diagnostic script**: Power cycle, LED check, WAN status, and basic connectivity tests before discussing warranty or replacements. 2. **Create a HappyFox case for every unresolved hardware issue**, even if the customer declines paid support. Document all steps taken and recommend self-help resources. 3. **Confirm device model explicitly** using serial numbers or physical labels before proceeding with troubleshooting. 4. **Practice concise closure phrases** that summarize what was tested, what remains unresolved, and clear next steps (e.g., "I've tested X, Y, and Z. Since the device still shows no power, I recommend A, B, or C. Let's document this and schedule a follow-up if needed"). --- ## Technical Accuracy ### **Improvement** > Agent failed to perform basic troubleshooting (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. No diagnostic steps were taken before offering paid support. **Note:** For MR9600 hardware faults, always begin with power cycle, LED interpretation, and WAN status checks before recommending replacements or paid support. This router model has specific LED patterns that indicate power vs. connectivity issues. ### **Improvement** > Agent did not create a HappyFox case despite clear hardware fault and follow-up needed. Violated case management protocol. **Note:** All hardware faults requiring follow-up must have a documented case, even if the customer declines immediate paid support. This ensures continuity of care and prevents repeat contacts. --- ## Coaching Moments ### **Improvement** > I don't have a way to plug it into a different outlet. My outlets are uh I only have one over... **Note:** When customers report environmental constraints (power outlets, network ports), pivot to alternative solutions: - Suggest using a power strip or extension cord if safe - Offer to test with a different cable or adapter - Provide self-help guides for basic connectivity checks Avoid dismissing constraints without exploring workarounds. --- ## Escalation Lessons: What L2 Did *No escalation cases were processed this week. The single call was not escalated, but ended with incomplete resolution and no case documentation.* --- ## Coach Appendix *Highest-signal weekly trend:* This agent's sole interaction revealed a critical gap in hardware troubleshooting methodology. The MR9600 call consumed extensive time (36m 41s) with an overall score of 1.50 due to skipped diagnostics and missing case documentation. Next coaching should focus on building a repeatable hardware fault troubleshooting framework, emphasizing systematic verification before recommending replacements or paid support. The agent needs practice with LED interpretation and power-cycle validation for MR-series devices specifically. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00072772](https://linksys.happyfox.com/staff/ticket/72772/) | 2026-05-27 14:37 | 1.5 | INBOUND | MR9600 | SETUP | ⚠ Closed incorrectly |