# eppie.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 | | --- | --- | --- | --- | --- | --- | | 47 | 17m 35s | WHW03 | CONNECTIVITY | 47 | 5 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 47 | | Protocol | 1.90 | 47 | | Communication | 2.20 | 47 | | Overall | 2.20 | 47 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 18 | 45m 20s | 2.52 | 2.17 | 2.11 | 2.50 | Outlier: 2.8x weekly median handle time | | WHW | 13 | 45m 10s | 2.19 | 1.92 | 1.46 | 2.00 | Outlier: 2.8x weekly median handle time | | OTHER | 3 | 16m 31s | 2.83 | 3.00 | 2.00 | 2.00 | | | E | 8 | 15m 50s | 1.76 | 2.00 | 1.25 | 1.75 | | | EA | 8 | 9m 59s | 2.17 | 2.75 | 1.50 | 1.75 | | | MR | 3 | 8m 48s | 2.80 | 3.33 | 2.67 | 3.00 | | **Key Observations** - MX is the slowest family at 45m 20s; outlier: 2.8x weekly median handle time. - WHW is the slowest family at 45m 10s; outlier: 2.8x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 22 | 20m 45s | 2.10 | 1.90 | 1.80 | 2.20 | ✓ | | SETUP | 12 | 23m 52s | 2.20 | 2.00 | 2.00 | 2.30 | | | ACCESS | 8 | 14m 36s | 2.00 | 2.20 | 1.60 | 2.10 | ✓ | ## Week-over-Week Movement - Improve adherence to KB reset and pairing procedures - Enhance URL accuracy and verification - Strengthen troubleshooting for connectivity issues ## What Went Well 2-3 strengths, each supported by concrete evidence. Use `strengths` from the insights JSON as your primary source. Quote either `coaching_moments_json.transcript_quote` or an exact excerpt cited in the insight evidence as a Markdown blockquote (`>` prefix). Format each coaching moment citation as a Markdown link using the ticket display ID: `[#LTS00127340](https://linksys.happyfox.com/staff/ticket/127340/)` Use `happyfox_ticket_url` and `happyfox_ticket_display_id` from the call data for the correct values. If `happyfox_ticket_url` is null for a call, omit the link and show only the quote. --- ### Growth Opportunities 1-2 improvement areas from `improvements` in the insights JSON. Quote either `coaching_moments_json.transcript_quote` or an exact excerpt cited in the insight evidence as a blockquote. Link to the HappyFox ticket using the same format as above (`/staff/ticket//`). Frame each area operationally: describe what better looks like in practice, not just what fell short. Lead with the concrete, positive next step. --- ### Next Week's Focus Write 2-4 concise, self-help-oriented bullets the agent can apply immediately next week. Focus on the smallest useful behavior change, the best next troubleshooting branch, or a repeatable habit that would improve call handling. Keep the guidance practical and agent-facing, not managerial. --- ### Technical Accuracy This section covers product knowledge, process accuracy, and reference material correctness. 5-press pairing calibration: - Do not state or imply that 5-press pairing is unsupported solely because the product is Velop, WHW, MX, or MR. - Treat 5-press pairing/recovery as potentially valid for supported mesh models including WHW03 and MX5500 when the call context is adding or recovering a child node. - Only describe 5-press as an error when the supplied evidence says it was wrong for the specific model/state, was described as a factory reset by itself, contradicted KB guidance, failed and the agent did not pivot, or was paired with another materially wrong troubleshooting step. Use `technical_coaching_moments` from the insights JSON. For each entry: - **Bold** the type label (`Strength` or `Improvement`) - If `transcript_quote` is non-empty, render it as a Markdown blockquote. If it is null or empty, do not invent a quote. - Follow with `note` as prose commentary - Link the ticket: `[#LTS00127340](url)` — use `happyfox_ticket_display_id` and `happyfox_ticket_url` from the entry (path is `/staff/ticket//`) If `technical_coaching_moments` is empty, do not claim solid technical performance. Instead write: "No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns." --- ### Coaching Moments Reproduce all remaining `coaching_moments_json` entries that were NOT already covered in Technical Accuracy (i.e. soft-skill, communication, and empathy moments). For each entry: - **Bold** the type label (`Strength` or `Improvement`) - Render `transcript_quote` as a Markdown blockquote - Follow with `note` as prose commentary - Link the ticket: `[#LTS00127340](url)` using `happyfox_ticket_display_id` and `happyfox_ticket_url` from the parent call in the payload If no remaining coaching moments exist after Technical Accuracy, omit this section. Do not write a placeholder Coaching Moments section. If `coaching_moments_json` is empty but `transcript_excerpt` was used in What Went Well or Growth Opportunities, that is sufficient. --- ### Escalation Lessons: What L2 Did This section teaches from escalated HappyFox cases. The goal is not to congratulate the handoff; the goal is to help the Level 1 agent learn the technical pattern that Level 2 used to move the case forward. Use `escalation_learning` from the call data payload. If escalation_learning is present and non-empty, create one subsection per escalated case: `### [#TE00123456](url) — Resolved by Level 2` or `### [#TE00123456](url) — Pending with Level 2` For each case include: - **What L1 saw:** summarize the customer-visible problem, product, category, and relevant L1 pre-escalation steps from `l1_pre_escalation_steps` and `call_outcome`. - **Why it escalated:** explain the trigger from status/assignee/timeline evidence. If the trigger is unclear, say "Escalation trigger was not explicit in the available notes." - **Related call chain:** if `related_call_chain` has multiple calls, call out whether this was a repeat contact, callback, another L1 handoff, or escalation after an earlier closure. If the agent being coached closed the earlier call with an ISP referral, vague next step, or unresolved status and a later agent/L2 had to continue the case, name that as the coaching pattern without blame. - **What L2 did:** use `level_2_resolution_steps` and the post-escalation timeline. Focus on technical diagnosis, product behavior, firmware/configuration/warranty/RMA decision, validation step, or exact resolution mechanism. If the case is resolved but resolution notes are operational rather than technical, say that plainly. If the case is still pending, explain what Level 2 appears to be waiting on. - **Current state:** use `resolution_state` and `current_status` to say whether the case is resolved, pending with Level 2/follow-up, waiting on customer, or unclear. - **L1 learning points:** write 2-3 concrete technical actions the L1 agent can apply next time before escalation. Examples: collect model/serial/firmware/topology, verify LED state, confirm modem/ISP handoff, validate warranty/RMA inputs, document exact troubleshooting sequence, or try a specific safe troubleshooting branch. If `escalation_learning` is empty but `happyfox_activity.escalation_details` is non-empty, render a compact Markdown table with **Case | Escalated At | Final Status** and state that detailed L2 resolution notes were not available in the local HappyFox snapshot. If both `escalation_learning` and `happyfox_activity.escalation_details` are empty or missing, omit this section. --- ### Coach Appendix This appendix is for internal coaching context only. Keep it short and operational: - summarize the highest-signal weekly trend in one paragraph - note any recurring technical or process pattern that should inform the next coaching conversation - include only evidence already surfaced above; do not introduce new transcript quotes - preserve the same quote-governance and PII rules that apply to the main report If there is no useful appendix material, omit this section rather than padding it. --- ### This Week's Calls Markdown table with columns: **Case | Date | Score | Direction | Product | Category | Outcome** One row per call, sorted by `call_start` ascending. - **Case**: Markdown link `[#LTS00127340](url)` using `happyfox_ticket_display_id` and `happyfox_ticket_url`. If either is null, show `call_id` unlinked. - **Product**: `product_model` value. If null, leave blank. - **Category**: `issue_type_effective` value. If null, leave blank. - **Outcome**: derive from `resolved`, `technical_resolution_status`, `operational_closure_status`, and `resolution_or_next_step` using this logic: - If `resolved == true` and `technical_resolution_status == "fixed_confirmed"`: **✓ Resolved** - If `resolved == true` and status is `likely_fixed_unconfirmed` or `closed_with_self_help`: **✓ Likely resolved** - If `operational_closure_status == "escalated_correctly"`: **↑ Escalated** - If `operational_closure_status == "callback_or_followup_set"`: **↻ Callback set** - If `operational_closure_status == "pending_resolution"`: **⏳ Pending** - If `operational_closure_status == "abandoned_or_vague"`: use `resolution_or_next_step` to write a 4–6 word plain-English note (e.g. "No clear path given", "Email promised, issue open") — do NOT write "Abandoned" - If `operational_closure_status == "incorrectly_closed"`: **⚠ Closed incorrectly** - If all fields are null or unclear: show `resolution_or_next_step` truncated to 6 words, or **—** if that is also null --- ## Quote Governance Rules These rules are MANDATORY and enforced by the pipeline. **FORBIDDEN:** You must not invent, paraphrase, or reconstruct any transcript quote. Every quote in this report must come verbatim from `coaching_moments_json.transcript_quote` or `transcript_excerpt` — exactly as provided, with no modifications, additions, or omissions. **FORBIDDEN:** Do not introduce new text inside quotation marks or blockquotes that was not present in `coaching_moments_json.transcript_quote` or `transcript_excerpt`. **REQUIRED:** If both `coaching_moments_json` and `transcript_excerpt` are empty or null for an agent, omit evidence quotes in "What Went Well" and state "No transcript highlights available for this week." **REQUIRED:** Use only the sanitized `transcript_quote` values provided — PII has already been redacted by the pipeline. Do not attempt to restore any `[REDACTED]` token. ## Analysis Rules - Use only evidence present in the provided JSON. Do not infer beyond what is present. - Lead with **What Went Well** before **Growth Opportunities** — this order is required. - For improvement areas: describe what "good" looks like operationally. Name the concrete behavior change, not just what went wrong. - **Never** use punitive, disciplinary, performance-improvement-plan, or HR-adjacent language. - Keep the report scannable. An agent should be able to read it in 5 minutes. - If score data is limited (fewer than 3 calls), note this caveat briefly under the Scorecard. - Do not recommend workforce or staffing actions of any kind. --- ## Input Data Call data payload (JSON): ```json { "agent_name": "eppie.lagumbay", "week_start": "2026-06-01", "week_end": "2026-06-07", "happyfox_base_url": "https://linksys.happyfox.com", "happyfox_activity": { "calls_with_tickets": 47, "cases_documented": 47, "cases_escalated": 5, "escalation_details": [ { "display_id": "#TE00131905", "escalated_at": "2026-06-02 21:53:33", "final_status": "Resolved" }, { "display_id": "#LTS00002343", "escalated_at": "2026-06-05 02:37:22+00:00", "final_status": "Resolved" }, { "display_id": "#TE00027382", "escalated_at": "2026-06-04 02:37:23", "final_status": "Resolved" }, { "display_id": "#LTS00096076", "escalated_at": "2026-06-04 23:28:19+00:00", "final_status": "Resolved" }, { "display_id": "#TE00132127", "escalated_at": "2026-06-06 02:12:45", "final_status": "Escalated" } ] }, "escalation_learning": [ { "display_id": "#TE00131905", "ticket_url": "https://linksys.happyfox.com/staff/ticket/131905/", "product_model": "WHW03", "problem_category": "SETUP", "call_outcome": "Escalated to Level 2 for advanced troubleshooting including possible firmware reflash; customer to be contacted within 2–3 hours.", "current_status": "Resolved", "resolution_state": "resolved", "escalated_at": "2026-06-02 21:53:33", "level_2_claimed_at": null, "l1_pre_escalation_steps": [ { "timestamp": "2026-06-02 20:25:48", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "Status: None -> New | Linksys Technical Support Case created." }, { "timestamp": "2026-06-02 20:25:49", "phase": "level_1_pre_escalation", "actor_role": "automation", "summary": "Assignee: Unassigned -> eppie.lagumbay" }, { "timestamp": "2026-06-02 21:52:43", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Caller ID/Phone #: [REDACTED_PHONE] Name: Robert Aronson Email: [REDACTED_EMAIL] ISP: Spectrum Model Number: WHW03 Serial Number: 20j10c69902936 Devices: Modem: Spectrum Issue Description: Reconfiguration of the device Troubleshooting Steps: • Customer changed his ISP and the Linksys router is not working. • Total of 5 nodes • Customer had the router for 4years Will go for PC. ok • Transaction ID: 0E517092JM7918100 •Verified cable connection. Spectrum Modem - 1st Port of the WHW03 •Laptop still...." } ], "level_2_resolution_steps": [ { "timestamp": "2026-06-02 21:53:33", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Escalate to L2 Tech. Exceeded threshold. Verified with CAT Paolo Real." }, { "timestamp": "2026-06-02 21:53:42", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: New -> Escalated" }, { "timestamp": "2026-06-02 23:41:36", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Assignee: Unassigned -> [REDACTED_EMAIL]" }, { "timestamp": "2026-06-02 23:41:49", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "* Claimed the case from CAT queue" }, { "timestamp": "2026-06-02 23:41:52", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: Escalated -> Callback" }, { "timestamp": "2026-06-03 00:56:40", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "processed call back case number: TE00131905 phone number : [REDACTED_PHONE] ext : 10069 Call duration : Time spend : Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to get online TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 7:49 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per client the router is not working at all - Setup is (Modem) Sercomm ES2251-> Spect..." }, { "timestamp": "2026-06-03 00:56:45", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: Callback -> Resolved" } ], "related_call_chain": [ { "happyfox_ticket_id": "131905", "happyfox_ticket_display_id": "#TE00131905", "happyfox_agent_name": "eppie.lagumbay", "call_id": "b580451e-5ebf-11f1-b6c0-42010a62006f", "call_start": "2026-06-02 20:14:50+00:00", "direction": "INBOUND", "overall": "1.4", "accuracy": "1", "protocol": "1", "communication": "2", "technical_resolution_status": "not_fixed", "operational_closure_status": "escalated_correctly", "resolution_or_next_step": "Escalated to Level 2 for advanced troubleshooting including possible firmware reflash; customer to be contacted within 2–3 hours." }, { "happyfox_ticket_id": "131905", "happyfox_ticket_display_id": "#TE00131905", "happyfox_agent_name": "paulo.real@concentrix.com", "call_id": "d8ae6520-5edd-11f1-8a96-42010a660053", "call_start": "2026-06-02 23:50:34+00:00", "direction": "OUTBOUND", "overall": "1.7", "accuracy": "1", "protocol": "2", "communication": "2", "technical_resolution_status": "not_fixed", "operational_closure_status": "abandoned_or_vague", "resolution_or_next_step": "Escalate to senior support for correct WHW03 troubleshooting: perform 10-second factory reset, use 192.168.1.1 or myrouter.info, verify WAN connection, and re-pair nodes via app." } ], "timeline": [ { "timestamp": "2026-06-02 20:25:48", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "Status: None -> New | Linksys Technical Support Case created." }, { "timestamp": "2026-06-02 20:25:49", "phase": "level_1_pre_escalation", "actor_role": "automation", "summary": "Assignee: Unassigned -> eppie.lagumbay" }, { "timestamp": "2026-06-02 21:52:43", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Caller ID/Phone #: [REDACTED_PHONE] Name: Robert Aronson Email: [REDACTED_EMAIL] ISP: Spectrum Model Number: WHW03 Serial Number: 20j10c69902936 Devices: Modem: Spectrum Issue Description: Reconfiguration of the device Troubleshooting Steps: • Customer changed his ISP and the Linksys router is not working. • Total of 5 nodes • Customer had the router for 4years Will go for PC. ok • Transaction ID: 0E517092JM7918100 •Verified cable connection. Spectrum Modem - 1st Port of the WHW03 •Laptop still...." }, { "timestamp": "2026-06-02 21:53:33", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Escalate to L2 Tech. Exceeded threshold. Verified with CAT Paolo Real." }, { "timestamp": "2026-06-02 21:53:42", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: New -> Escalated" }, { "timestamp": "2026-06-02 23:41:36", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Assignee: Unassigned -> [REDACTED_EMAIL]" }, { "timestamp": "2026-06-02 23:41:49", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "* Claimed the case from CAT queue" }, { "timestamp": "2026-06-02 23:41:52", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: Escalated -> Callback" }, { "timestamp": "2026-06-03 00:56:40", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "processed call back case number: TE00131905 phone number : [REDACTED_PHONE] ext : 10069 Call duration : Time spend : Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to get online TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 7:49 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per client the router is not working at all - Setup is (Modem) Sercomm ES2251-> Spect..." }, { "timestamp": "2026-06-03 00:56:45", "phase": "escalated_pending_l2", "actor_role": "staff", "summary": "Status: Callback -> Resolved" } ] }, { "display_id": "#LTS00002343", "ticket_url": "https://linksys.happyfox.com/staff/ticket/2343/", "product_model": "MX6200", "problem_category": "SETUP", "call_outcome": "Advised that the observed UI glitch should self-correct; instructed customer to monitor node status with no further action or escalation path provided.", "current_status": "Resolved", "resolution_state": "resolved", "escalated_at": "2026-06-05 02:37:22+00:00", "level_2_claimed_at": null, "l1_pre_escalation_steps": [ { "timestamp": "2024-09-12 18:10:24", "phase": "level_1_pre_escalation", "actor_role": "customer", "summary": "Status: None -> New | Assignee: Unassigned -> [REDACTED_EMAIL] | ADD CHILDNODE MX6200" }, { "timestamp": "2024-09-12 18:22:10", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Name: Kenneth Strong Phone Number: [REDACTED_PHONE] Email: [REDACTED_EMAIL] Serial Number:58w10m21e05502 Model Number: MX6201-CA IP Address: Light Indicator: Firmware version: Nodes Total: Wired and OS: Wireless and OS: DOP: ISP: Cox Cable Concern: ADD CHILDNODE MX6200 - called in to add child node to parent node customer just received the product ts: checked light indicator solid white placed child node/new device near the parent node within 3-5feet 5press the parent node checked the light indi..." }, { "timestamp": "2026-06-03 02:37:21", "phase": "level_1_pre_escalation", "actor_role": "staff", "summary": "Caller ID/Phone #: [REDACTED_PHONE] Name: Kenneth R Strong Email: [REDACTED_EMAIL] ISP: Cox Model Number: MX6200 Serial Number: 58w10m2bd09085 Devices: Issue Description: Connection Issue Troubleshooting Steps: • Customer had the router for 2 years • Warranty start date: Feb 25, 2024 • Total of 3 nodes. •2 nodes are white, 1 is red •Move the CN close to the PN. • Customer said that his PN is changing and acting as a CN. Inform customer that