Gerlie Miguello — 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 | 40m 23s | SPNMX55GC | CONFIGURATION | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.40 | 1 |
Scores reflect 1 call reviewed. Score range: lowest 1.00 to highest 2.00.
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? |
|---|---|---|---|---|---|---|---|
| CONFIGURATION | 1 | 40m 23s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
The CONFIGURATION category shows both long handle time and low scores. This pattern suggests the agent needs more structured troubleshooting for NAT/UPnP issues, particularly for gaming-related configuration problems. Focus on collecting complete device information and applying validated troubleshooting steps before concluding calls.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
Despite the challenges this week, Gerlie demonstrated several positive behaviors that can be built upon:
Patient listening and call continuity
Agent remained on the line during extended hold periods and returned to the call, showing commitment to customer connection even when technical guidance was unclear.
Initial direction to router interface
Agent correctly directed the customer to access the router's web UI, which is a critical first step in most configuration issues.
These moments show Gerlie's ability to stay present and guide customers through initial steps—even when the technical path wasn't fully clear.
Growth Opportunities
1. Apply validated NAT/UPnP troubleshooting for gaming issues
The current approach of providing arbitrary port-forwarding values (13000 → 3574) and advising ISP contact for a public IP is incorrect for PlayStation 5 NAT type 3 issues. What good looks like:
- Verify the exact router model and firmware version
- Guide customers through enabling UPnP on the PS5 and router
- If port forwarding is needed, confirm internal IP, protocol, and exact game port ranges from official sources
- Offer DMZ as a last-resort option with clear warnings
#LTS00131561
2. Ensure clear call resolution or escalation
Ending calls with "abandoned_or_vague" status prevents customers from receiving proper follow-up. What good looks like:
- Confirm next steps with the customer before ending
- Document clear follow-up actions in HappyFox
- Escalate when technical capacity is exceeded, rather than leaving issues unresolved
#LTS00131561
Next Week's Focus
- Practice the NAT/UPnP troubleshooting flowchart: Memorize the validated steps for PlayStation/Xbox gaming NAT issues before the next customer call
- Collect device details upfront: Always confirm router model, firmware version, and device IP before suggesting configuration changes
- Use HappyFox for real-time documentation: Note intermediate steps and customer responses as you troubleshoot to avoid vague closures
- Apply the "confirm before close" habit: End every call with "Is there anything else I can help with today?" and document the outcome clearly
Technical Accuracy
Improvement
Agent provided incorrect port-forwarding values (13000 → 3574) and misdiagnosed the issue as requiring a public IP from the ISP. Correct approach: Enable UPnP or configure proper port forwarding for the PS5.
Improvement
Agent failed to resolve the call, ending with operational_closure_status 'abandoned_or_vague' and technical_resolution_status 'not_fixed'. No valid next steps were provided.
No dedicated technical accuracy signals were extracted this week beyond these items. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
Coaching Moments
Improvement
Uh so the Nat is saying that his timeout Free. Yep It is SPM N X55 Uh, yeah, uh five, five V one zero M two seven S zero zero four zero three
Note: Agent asked for a laptop serial number (irrelevant to PS5 gaming NAT issues) and provided incorrect troubleshooting advice including password resets and recovery key usage instead of focusing on NAT/UPnP configuration steps.
Improvement
F for Freddy Assassin's Creed Unity on my PlayStation 5 not actively but I've definitely heard some people say that certain games won't connect to other people if you're on that type three because of the strict I
Note: Agent provided arbitrary port-forwarding values (13000 → 3574) without confirming internal IP, protocol, or validating these ports against PlayStation 5 requirements, then incorrectly advised contacting the ISP for a public IP address.
Escalation Lessons: What L2 Did
No escalation learning data was available for this week. The call was not escalated, but the unresolved status indicates a need for better in-call decision-making around when to escalate versus continue troubleshooting.
Coach Appendix
Highest-signal weekly trend: The single CONFIGURATION call revealed a critical gap in NAT/UPnP troubleshooting knowledge for gaming issues, combined with incomplete call documentation practices. Focus next week on mastering the validated NAT/UPnP troubleshooting path and implementing systematic call closure documentation.
Key pattern for next coaching: Build confidence in structured troubleshooting for gaming NAT issues by practicing the step-by-step flowchart before customer calls, and reinforce the "confirm before close" habit to eliminate vague call endings.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131561 | 2026-06-01 10:16:22+00:00 | 1.4 | INBOUND | SPNMX55GC | CONFIGURATION | ⚠ Closed incorrectly |