# josephmycko.balindres@concentrix.com — Coaching Report

## Week of 2026-06-01 – 2026-06-07

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### At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 2 | 36m 29s | MX5500 | SETUP | 1 | 0 |

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### Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.50 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.00 | 2 |
| Overall | 1.90 | 2 |

*Scores reflect 2 calls reviewed. Overall score range: 1.8 – 2.0.*

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### Where Time Goes

### Product Families

| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 36m 29s | 1.90 | 3.50 | 1.50 | 2.00 |  |

The MX family (specifically the MX5500) dominates handling time and correlates with the lowest overall scores. This suggests a need for targeted MX-specific troubleshooting and closure practices.

### Problem Categories

| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 36m 29s | 1.90 | 3.50 | 1.50 | 2.00 | ✓ |

The **SETUP** category is the sole problem type this week and aligns with the slow handle times and low overall scores. Focus here will likely yield the biggest weekly gains.

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### Week-over-Week Movement

- Overall moved down 1.10 vs. last week.
- Accuracy moved up 2.50 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved up by 27m 57s.

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### What Went Well

No transcript highlights available for this week.

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### Growth Opportunities

### Failure to engage customer

> No agent interaction occurred; the call was effectively abandoned after the automated greeting.

**Next step:** Ensure live agent connection before ending the call. Verify that the greeting transitions smoothly to a live agent greeting and that the customer is prompted to hold for support.

### Incorrect technical guidance and operational closure

> Agent incorrectly instructed use of `[REDACTED_PHONE]` for MX5500 (should be myrouter.local per KB). No case was created or referenced, and callback was offered but not scheduled.

**Next step:** Use the correct router UI access method (`myrouter.local`) for MX5500. Always create a HappyFox case and schedule callbacks with a confirmed time and method.

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### Next Week's Focus

- **Confirm live agent connection** before ending any call; never leave customers in an automated loop.
- **Use the correct UI access method** (`myrouter.local`) for MX5500 and verify browser compatibility before proceeding.
- **Create a HappyFox case** for every troubleshooting interaction and document next steps clearly.
- **Schedule callbacks with a confirmed time and method** (e.g., “I’ll call you back at 2:00 PM”) and log it in the case notes.

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### Technical Accuracy

**Improvement**  
> Agent failed to engage customer; call abandoned after automated greeting with no live support connection.

**Improvement**  
> Incorrect technical guidance provided for accessing router web UI. Agent also failed to schedule callback and did not create a HappyFox case.

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### Coaching Moments

No remaining coaching moments after Technical Accuracy.

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### Escalation Lessons: What L2 Did

No escalated cases were recorded this week.

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### Coach Appendix

- The highest-signal weekly trend is the complete lack of live agent engagement on one call and incorrect technical guidance on the other. Focus next week should be on ensuring a live agent connection, using correct product-specific access methods, and maintaining clear operational closure with documented callbacks and cases.
- No new transcript quotes were introduced beyond what was already surfaced in Growth Opportunities and Technical Accuracy.

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### This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00086176](https://linksys.happyfox.com/staff/ticket/86176/) | 2026-06-05 23:18:03+00:00 | 1.8 | INBOUND | MX5500 | SETUP | — |
| [#LTS00086176](https://linksys.happyfox.com/staff/ticket/86176/) | 2026-06-05 23:28:14+00:00 | 2.0 | INBOUND | MX5500 | SETUP | — |