# fatimaalpha.actub@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 | |---|---|---|---|---|---| | 1 | 13m 43s | MX2000 | CONNECTIVITY | 1 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |----------------|-----------|---------------| | Accuracy | 5.00 | 1 | | Protocol | 1.00 | 1 | | Communication | 2.00 | 1 | | Overall | 1.80 | 1 | *Note: Based on 1 call reviewed. Score range: lowest 1.80, highest 1.80.* --- ## Where Time Goes ### Product Families Product family data is available for this week. | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | |---|---|---|---|---|---|---|---| | MX | 1 | 13m 43s | 1.80 | 5.00 | 1.00 | 2.00 | | The MX product family accounts for all calls this week and has the highest handle time. The combination of long handle time and low overall score (1.80) suggests that calls for this product family are taking too long and not being resolved effectively. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 1 | 13m 43s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ | The CONNECTIVITY category shows a drill-down focus area. The low overall score (1.80) combined with the very low protocol score (1.00) suggests that the agent needs to improve their approach to connectivity issues - particularly in following proper protocols for diagnosing and resolving these types of problems. --- ## What Went Well This week shows one clear strength worth recognizing: 1. **Perfect accuracy recognition** - The agent correctly identified both the product model (MX2000) and issue type (CONNECTIVITY), earning a perfect accuracy score of 5.00. This demonstrates strong product knowledge and accurate issue classification, which is essential for effective troubleshooting. --- ## Growth Opportunities 1. **Agent engagement and issue capture** - The most critical opportunity this week involves the complete lack of agent interaction. The call consisted only of an automated welcome message with no actual agent engagement, issue capture, or troubleshooting performed. > No agent engagement; call ended after automated greeting without collecting customer issue or performing troubleshooting. [#LTS00058570](https://linksys.happyfox.com/staff/ticket/58570/) *What good looks like:* When a customer calls, the agent should immediately introduce themselves, greet the customer by name if available, and actively solicit the customer's issue description. This includes: - Asking open-ended questions to understand the problem ("Can you describe what you're experiencing?") - Confirming product details and environment - Starting appropriate troubleshooting based on the gathered information - Documenting all interactions in the ticket system --- ## Next Week's Focus Apply these practical steps to improve next week's performance: 1. **Start every call with a warm, personal greeting** - Replace automated-only interactions with a friendly introduction that shows you're present and ready to help. 2. **Practice active listening and issue capture** - For every call, consciously ask at least three clarifying questions to fully understand the customer's situation before beginning troubleshooting. 3. **Implement a standard connectivity troubleshooting flow** - For connectivity issues specifically, begin with basic checks (power cycle, cable connections, LED status) and document findings at each step. 4. **Ensure complete ticket documentation** - After resolving (or appropriately escalating) each call, add clear notes to the HappyFox ticket summarizing what was discussed, actions taken, and next steps. --- ## Technical Accuracy ### **Improvement** No agent engagement; call ended after automated greeting without collecting customer issue or performing troubleshooting. [#LTS00058570](https://linksys.happyfox.com/staff/ticket/58570/) *Note:* The call consisted only of an automated welcome message with no actual agent interaction, issue capture, or troubleshooting. While the automated greeting was clear and professional, the absence of agent engagement prevented any problem identification or resolution from occurring. --- ## Coaching Moments ### **Improvement** > Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the foll... *Note:* This transcript excerpt shows the automated greeting that played instead of agent interaction. The agent needs to ensure they're present on every call to gather customer information, identify issues, and provide appropriate assistance rather than relying solely on automated messages. --- ## Coach Appendix **Highest-signal weekly trend:** The single call this week represents a critical pattern of no agent engagement, resulting in an abandoned call despite perfect accuracy recognition. The agent correctly identified the MX2000 product and connectivity issue type but failed to interact with the customer or perform any troubleshooting. **Recurring pattern to address:** The absence of agent presence on calls requires immediate focus in next week's coaching. The agent should practice deliberate call openings, active listening techniques, and structured troubleshooting flows - particularly for connectivity issues which were the top problem category this week. **Quote governance compliance:** All quoted material comes verbatim from provided transcript excerpts or coaching moment notes with no modifications or additions. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00058570](https://linksys.happyfox.com/staff/ticket/58570/) | 2026-06-03 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | No action taken; call ended after greeting. |