# akiko.ohashi@concentrix.com — 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 | | --- | --- | --- | --- | --- | --- | | 7 | 41m 1s | WHW03 | SETUP | 6 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.00 | 7 | | Protocol | 1.60 | 7 | | Communication | 2.60 | 7 | | Overall | 2.26 | 7 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MBE | 1 | 82m 39s | 2.10 | 3.00 | 1.00 | 3.00 | Outlier: 1.9x weekly median handle time | | MX | 2 | 54m 48s | — | — | — | — | | | WHW | 2 | 43m 12s | 2.50 | 3.50 | 2.00 | 2.50 | | | E | 1 | 7m 25s | 1.70 | 1.00 | 1.00 | 3.00 | | | AX | 1 | 7m 14s | 2.40 | 4.00 | 2.00 | 2.00 | | **Key Observations** - MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time. - MX is one of the slowest families at 54m 48s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 4 | 44m 13s | 2.30 | 3.33 | 1.67 | 2.67 | ✓ | | CONNECTIVITY | 2 | 27m 48s | 2.05 | — | — | — | ✓ | ## Week-over-Week Movement - Improve protocol adherence (avg 1.6) by collecting critical case data (model, serial, warranty) in every call. - Diagnose root causes of technical issues rather than repeating failed actions. - Provide accurate technical information and avoid misrepresenting product status. ## What Went Well **Professional communication** > Thank you for your business. This is Ohashi from Linksys Support. Thank you for your time. [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) **Technical guidance accuracy** > On the back of the new router, there's the setup Wi-Fi name and password. Would it be okay if you took a photo of the Wi-Fi connection password? [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) --- ### Growth Opportunities **Protocol adherence** > I apologize, but first we need to register your customer information at our technical support desk, so may I ask you a few questions? [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) **Technical resolution** > After you copy it, um [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) --- ### Next Week's Focus - **Collect model, serial, and warranty info in every call** — start every technical conversation with these basics. - **Diagnose root causes before repeating actions** — if a troubleshooting step fails, pause to investigate why (e.g., browser issues, firmware bugs). - **Verify product status accurately** — double-check model numbers and avoid claiming devices are end-of-life without confirmation. - **Use structured troubleshooting for SETUP calls** — follow a consistent sequence: reset → pair → verify LEDs → test connectivity. --- ### Technical Accuracy **Improvement** > Agent provided factually incorrect technical information by claiming the device was end-of-life with no firmware updates, without model verification in call_id a6c588ea-5e9c-11f1-b9fe-42010a623f91. [#LTS00063868](https://linksys.happyfox.com/staff/ticket/63868/) **Improvement** > Agent did not collect product model, serial number, or warranty information in call_id eddc805a-5fda-11f1-ab49-42010a660053, critical for technical support. [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) **Improvement** > Agent failed to diagnose root cause of UI freeze during MAP-E configuration in call_id eddc805a-5fda-11f1-ab49-42010a660053, repeating failed actions. [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) **Strength** > Agent correctly identified model as WHW03 via physical description despite customer's inability to read the label in call_id fc6bcd96-5fea-11f1-ba02-42010a660053. [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) --- ### Coaching Moments **Strength** > Thank you for contacting us. I apologize for the delayed response... [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) **Improvement** > Uh, 11M as in Mary, 33B as in Bravo, 1, 7, 2, 1, 9. Uh, true. Thank you. [#LTS00063868](https://linksys.happyfox.com/staff/ticket/63868/) **Improvement** > After you copy it, um [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) --- ### Escalation Lessons: What L2 Did ### [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) — Pending with Level 2 - **What L1 saw:** Customer unable to save MAP-E IPv6 settings; router UI hung on 'saving.' - **Why it escalated:** Repeated failed attempts to save settings and no root cause diagnosis after 80+ minutes. - **Related call chain:** This was a repeat contact after an earlier unresolved call (call_id eddc805a-5fda-11f1-ab49-42010a660053). - **What L2 did:** Engineering team reviewed remote sessions, identified potential firmware/UI freeze, and requested additional diagnostics (browser type, firmware version). - **Current state:** Pending engineering feedback. - **L1 learning points:** 1. **Collect model, serial, and firmware version upfront** — essential for diagnosing UI/firmware issues. 2. **Validate browser/environment before remote sessions** — check for outdated browsers or extensions. 3. **Document exact steps and errors** — note UI behavior (e.g., 'hanging on saving') to help L2 replicate. --- ### Coach Appendix - **Highest-signal weekly trend:** Protocol adherence (avg 1.6) remains the biggest gap. Focus on collecting critical case data (model, serial, warranty) in every call to improve documentation and escalation quality. - **Recurring technical pattern:** Repeated failed troubleshooting steps without root cause analysis, especially in SETUP and CONNECTIVITY cases. Prioritize diagnosing why a step fails before retrying. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131543](https://linksys.happyfox.com/staff/ticket/131543/) | 2026-06-01 05:27:16+00:00 | — | OUTBOUND | MX5500 | SETUP | — | | [#LTS00118472](https://linksys.happyfox.com/staff/ticket/118472/) | 2026-06-02 03:09:00+00:00 | — | OUTBOUND | MX5500 | CONNECTIVITY | — | | [#LTS00131803](https://linksys.happyfox.com/staff/ticket/131803/) | 2026-06-02 05:52:33+00:00 | 2.40 | OUTBOUND | AX4200 | SETUP | — | | [#LTS00063868](https://linksys.happyfox.com/staff/ticket/63868/) | 2026-06-02 16:03:53+00:00 | 1.70 | INBOUND | E9450 | CONNECTIVITY | — | | [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) | 2026-06-04 06:02:12+00:00 | 2.10 | OUTBOUND | MBE7000 | SETUP | — | | [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) | 2026-06-04 07:57:09+00:00 | 2.40 | OUTBOUND | WHW03 | SETUP | — | | [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) | 2026-06-04 09:10:33+00:00 | 2.60 | OUTBOUND | WHW03 | SETUP | — |