# 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](https://linksys.happyfox.com/staff/ticket/131561/) ### 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](https://linksys.happyfox.com/staff/ticket/131561/) --- ## 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. [#LTS00131561](https://linksys.happyfox.com/staff/ticket/131561/) ### **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. [#LTS00131561](https://linksys.happyfox.com/staff/ticket/131561/) 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](https://linksys.happyfox.com/staff/ticket/131561/) | 2026-06-01 10:16:22+00:00 | 1.4 | INBOUND | SPNMX55GC | CONFIGURATION | ⚠ Closed incorrectly |