Eppie Lou Lagumbay — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 4m 04s | — | Unclassified | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |
Scores based on 1 reviewed call. Score range: 1.00 (lowest) to 1.00 (highest).
Where Time Goes
Product Families
Product family data not available for this week.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| Unclassified | 1 | 4m 04s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
The Unclassified category consumed all handling time and earned the lowest possible scores across all dimensions. This pattern suggests difficulty in accurately identifying the customer’s product or issue, leading to inefficient troubleshooting and an unresolved closure. Focus on early product verification and clear issue classification to reduce handle time and improve resolution rates.
Week-over-Week Movement
No prior-week comparison available.
What Went Well
This week’s review did not identify specific strengths in the reviewed calls. The focus will now shift to strengthening the areas outlined below to build a solid foundation for future calls.
Growth Opportunities
1. Verify product support before directing customers elsewhere
The current approach risks misdirecting customers when product details are unclear. Good looks like:
- Confirming the exact product brand, model, and firmware early in the call.
- Using internal resources to validate support coverage before stating “this is not a Linksys product.”
- Offering alternative solutions (e.g., self-help resources, callback options) when support boundaries are reached.
Oh, that is actually from Comcast. I tried to search it, ma'am. It's not from Linksys. Do you have any Linksys device? Oh, OK. I'm sorry, Ms. Elizabeth, but you've dialed the wrong technical support. Um, yeah, it should be Comcast. You need to contact Comcast.
2. Close calls only when the issue is resolved, escalated, or a clear next step is set
Leaving calls unresolved creates support gaps and frustrates customers. Good looks like:
- Summarizing the outcome and confirming the customer’s understanding before ending.
- Documenting next steps in HappyFox when a callback, follow-up, or escalation is needed.
- Using “pending” or “callback set” statuses instead of vague closures.
Next Week's Focus
- Practice early product verification: Spend the first 30–60 seconds confirming the exact product model, serial number, and firmware version.
- Adopt a resolution checklist: Before ending any call, ask, “Is the issue fixed? If not, what is the concrete next step?” and document it.
- Use HappyFox templates: Pull in standard phrases for “redirecting to ISP support” that include apology, clear instructions, and offer to document the redirect.
- Review one resolved call per shift: Listen to a high-scoring call to model how product confirmation and closure are handled effectively.
Technical Accuracy
Improvement
Oh, that is actually from Comcast. I tried to search it, ma'am. It's not from Linksys. Do you have any Linksys device? Oh, OK. I'm sorry, Ms. Elizabeth, but you've dialed the wrong technical support. Um, yeah, it should be Comcast. You need to contact Comcast.
Note: The agent incorrectly identified the customer's device model (CF-XR186) as a Comcast product, leading to incorrect support direction. The call ended without resolution (not_fixed and abandoned_or_vague).
No dedicated technical accuracy signals were extracted this week beyond the item above. Review the Growth Opportunities and Escalation Lessons sections