# analou.mahinay@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 |
| --- | --- | --- | --- | --- | --- |
| 3 | 53m 14s | VLP01 | SETUP | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.67 | 3 |
| Protocol | 1.33 | 3 |
| Communication | 2.67 | 3 |
| Overall | 2.00 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 3 | 53m 14s | 2.00 | 2.67 | 1.33 | 2.67 |  |

**Key Observations**
- OTHER is one of the slowest families at 53m 14s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 3 | 53m 14s | 2.00 | 2.67 | 1.33 | 2.67 | ✓ |

## Week-over-Week Movement
- Improve protocol adherence and case documentation.
- Enhance technical accuracy and device verification.
- Reduce unexplained hold times and improve call efficiency.

## What Went Well

### Empathy and acknowledgment  
> **Um, Dwayne, I hope we can do that right right now, okay? Because I'm going to capture um some network logs if ever that arises. Is that okay?**  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)  

You consistently asked permission before proceeding and acknowledged the customer’s time, which helped keep the conversation collaborative.

### Systematic troubleshooting  
> **Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop? Uh, well, we can, um, do you have a Mac computer, or a Windows 11, Windows 10? Okay, we're going to start with that, okay? Um, is, this is a desktop, right? Or Mac uh, laptop? Desktop, okay.**  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)  

You methodically isolated the issue by removing wired devices one by one, which eventually identified the Sonos device as the likely culprit.

---

## Growth Opportunities

### Protocol adherence and case documentation  
> **You have an MBE 7000.**  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)  

**What good looks like:**  
- **Always collect the serial number** (and verify warranty status) before proceeding with any troubleshooting or escalation.  
- **Create and cite a HappyFox case number** during the call, especially for escalations or when a follow‑up is required.  
- **Document all steps** taken, outcomes, and next actions in the case notes.

### Technical accuracy and device verification  
> **And the device is an M97 Harry iPhone.**  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)  

**What good looks like:**  
- **Verify the exact product model** with the customer before stating it, and **never assume or fabricate** device information.  
- **Cross‑check product names** against Linksys’ valid model list; if unsure, admit uncertainty and confirm.  
- **Avoid mixing up product families** (e.g., do not refer to a router as a phone or vice‑versa).

---

## Next Week's Focus

- **Collect serial numbers and warranty status** on every call before proceeding—this is the foundation for accurate troubleshooting and escalation.
- **Create a HappyFox case** for any call that requires follow‑up, callback, or escalation, and **share the case number** with the customer.
- **Reduce hold times** by preparing updates before putting the customer on hold and providing regular status updates (e.g., “I’ll check this for you and get back to you in about a minute”).
- **Validate device information** by asking the customer to confirm the exact product name and model number, and double‑check against Linksys’ product list.

---

## Technical Accuracy

### **Improvement**  
> *Agent provided wrong remote-access URL (join.me.zoho.com) instead of correct Zoho domain or local router access.*  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

### **Improvement**  
> *Agent failed to collect serial number, warranty status, or create/reference a case number, violating escalation protocol.*  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

### **Improvement**  
> *Agent fabricated device information, which is a non-existent and nonsensical device.*  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

### **Strength**  
> *Agent systematically isolated the issue by removing wired devices one by one, identifying Sonos as the likely culprit.*  
> — [#LTS00024595](https://linksys.happyfox.com/staff/ticket/24595/)

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## Coaching Moments

### **Strength**  
> **Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop?**  
> — [#LTS00024595