kennford.plastina — 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 | 17m 56s | MX5500 | GENERAL INQUIRY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 17m 56s | 2.80 | 3.00 | 2.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 17m 56s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 17m 56s | 2.80 | 3.00 | 2.00 | 3.00 |
Week-over-Week Movement
- Improve model identification accuracy
- Ensure case documentation for follow-up
What Went Well
- Correct technical guidance on node addition
The agent accurately explained that a new node can be added wirelessly and used for wired backhaul, aligning with product capabilities.
> Correctly explained that a new node can be added wirelessly and used for wired backhaul [16:00–17:00].
Growth Opportunities
- Improve model identification accuracy and KB verification
The agent incorrectly identified the model as 'MX5454 100' and mentioned a non-existent 'MX6500' model. Good looks like double-checking model numbers against official resources before confirming with the customer.
> Incorrectly identified product model as 'MX5454 100' [06:00]. Mentioned non-existent 'MX6500' model [15:00].
- Ensure case documentation for follow-up
Despite collecting full customer details, no HappyFox case was created. Good looks like consistently logging cases to enable tracking, future reference, and seamless handoffs.
> Did not create or cite a HappyFox case number despite collecting full customer details.
Next Week's Focus
- Verify product model and firmware details before confirming with the customer — cross-reference the KB or use the serial number lookup tool.
- Create a HappyFox case for every call where contact information is collected, even if the issue appears straightforward.
- Practice concise, structured closing statements that summarize next steps and reinforce where the customer should go for further help.
- Review common mesh node compatibility charts to strengthen confidence in recommending specific models.
Technical Accuracy
- Improvement
> Agent incorrectly identified the model as 'MX5454 100' and mentioned non-existent 'MX6500' model, indicating KB inaccuracies or lack of verification.
- Improvement
> Agent failed to create or cite a HappyFox case number despite collecting full customer details, leading to potential follow-up issues.
- Strength
> Agent correctly explained that a new node can be added wirelessly and used for wired backhaul, providing accurate technical guidance.
Coaching Moments
- Strength
> Correctly explained that a new node can be added wirelessly and used for wired backhaul [16:00–17:00].
Note: This demonstrates solid understanding of mesh network capabilities and effective communication of technical solutions.
Escalation Lessons: What L2 Did
No escalated cases were recorded this week. The single call was resolved with self-help guidance, though documentation gaps remain an area for improvement.
Coach Appendix
- Highest-signal weekly trend: The agent handled a complex mesh node configuration inquiry but struggled with model verification and case documentation. Focus next week should be on reinforcing model identification protocols and consistent case logging to prevent repeat issues.
- Recurring pattern: Technical accuracy was strong in explaining mesh functionality, but procedural adherence (model verification, case creation) needs reinforcement. Use the next coaching session to role-play model confirmation and case documentation steps.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00041920 | 2026-06-05 20:55 | 2.8 | INBOUND | MX5500 | GENERAL INQUIRY | ✓ Likely resolved |