# jeneth.villanil@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 | 8m 29s | MX8000 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |
Scores reflect performance across 1 call reviewed. Overall score range: 1.00 (lowest) to 1.00 (highest).
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? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 29s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
Focus Area: SETUP
The single SETUP call consumed substantial time and earned the lowest possible scores across all categories. This pattern suggests a need for stronger issue identification and protocol adherence to reduce handle time and improve resolution rates.
Week-over-Week Movement
- Overall moved down 2.00 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved down 2.00 vs. last week.
- Average handle time moved down by 99m 42s.
Key focus points from prior week remain critical: protocol adherence, technical accuracy, and issue identification.
What Went Well
Opening protocol and legal compliance
The call opened with a clear, compliant welcome message that included warranty registration guidance and required disclosures.
[00:00] CHANNEL_RIGHT: 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's serial number ready...]
This sets a professional tone and aligns with required scripting.
Ticket documentation
The agent successfully created a HappyFox ticket (#LTS00077962), ensuring the case was recorded for follow-up.
Growth Opportunities
Protocol adherence and issue identification
The call lacked essential upfront data collection (model, serial number, warranty status) and clear issue confirmation. Good looks like:
1. Greet and confirm legal terms
2. Immediately ask for product model, serial number, and warranty status
3. Use structured questions to pinpoint the customer’s exact problem statement
[No issue identification occurred; the agent proceeded directly to troubleshooting without gathering basics.]
Next step: Practice the "3 Ws" (What device? What issue? When did it start?) before any troubleshooting.
Technical accuracy and resolution
Guidance provided (counting to 60, unplugging without context) deviated from KB-compliant steps and lacked technical basis. Good looks like:
1. Reference KB articles for recommended steps
2. Explain the purpose of each action to the customer
3. Verify success criteria before concluding
[The agent instructed: “In theory, we count to 60. 1, 2, 3…” with no explanation or technical rationale.]
Next step: Anchor all steps to approved troubleshooting flows and document outcomes.
Next Week's Focus
- Start every call with the "3 Ws" (device model, serial number, warranty status) and confirm the exact customer issue in your own words before proceeding.
- Use only KB-approved steps for common SETUP scenarios; explain the purpose of each action to the customer.
- Close calls with clear next steps (e.g., “We’ll follow up via ticket #LTS00077962,” or “Please reboot and confirm…”).
- Review SETUP category KB articles to build familiarity with standard troubleshooting paths.
Technical Accuracy
Improvement
Agent failed to collect basic product details (model, serial number, warranty status) and provided non-KB-compliant guidance (counting to 60 as a fix). No valid troubleshooting path was followed.
#LTS00077962
Improvement
Agent provided materially inaccurate guidance with no technical basis, deviating from KB-compliant troubleshooting steps.
#LTS00077962
Coaching Moments
Improvement
The agent instructed the customer to perform an unstructured counting exercise (“count to 60”) with no technical justification or alignment to KB procedures.
[08:00] CHANNEL_LEFT: In theory, we count to 60. 1, 2, 3. T...
Note: Replace ad-hoc steps with documented troubleshooting sequences. Always explain why a step is being taken.
#LTS00077962
Escalation Lessons: What L2 Did
No escalation occurred this week. No Level 2 resolution insights are available to guide future L1 handling.
Coach Appendix
Internal coaching context only:
This week’s single call highlights systemic gaps in protocol initiation and technical grounding. The agent completed ticket creation but missed foundational data collection and KB alignment, resulting in a resolution failure. Focus for next coaching should emphasize the “3 Ws” framework and KB anchoring for SETUP cases to prevent repeat patterns. Transcript evidence confirms the absence of model/serial collection and non-compliant counting instruction as root causes of low scores.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00077962 | 2026-06-01 | 1 | INBOUND | MX8000 | SETUP | ⚠ Closed incorrectly |