# # 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 1. **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. 2. **Use only KB-approved steps** for common SETUP scenarios; explain the purpose of each action to the customer. 3. **Close calls with clear next steps** (e.g., “We’ll follow up via ticket #LTS00077962,” or “Please reboot and confirm…”). 4. **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](https://linksys.happyfox.com/staff/ticket/77962/)** **Improvement** > Agent provided materially inaccurate guidance with no technical basis, deviating from KB-compliant troubleshooting steps. > **[#LTS00077962](https://linksys.happyfox.com/staff/ticket/77962/)** --- ## 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](https://linksys.happyfox.com/staff/ticket/77962/)** --- ## 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](https://linksys.happyfox.com/staff/ticket/77962/) | 2026-06-01 | 1 | INBOUND | MX8000 | SETUP | ⚠ Closed incorrectly |