regilene.come@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 | 6m 56s | FGW5500 | GENERAL INQUIRY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 4.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 6m 56s | 2.80 | 5.00 | 1.00 | 4.00 |
Key Observations
- OTHER is one of the slowest families at 6m 56s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 6m 56s | 2.80 | 5.00 | 1.00 | 4.00 | ✓ |
Week-over-Week Movement
- Improve protocol adherence by documenting cases and verifying eligibility before committing to refunds.
- Clarify next steps and avoid deferring process details to third parties.
What Went Well
Empathetic communication
The agent built trust by acknowledging past service challenges and offering concrete compensation. This approach validated the customer's experience and demonstrated accountability.
"Oh, we do apologize for that because all our 5G routers are actually end of life already. So and since the, yeah, and we had some transitions from Belkin to, I mean, from Foxconn to Fortinet. So our process was actually like not really that smooth when we, you know, the first time we handled your case. So I would love to, I would like to apologize in behalf of Linksys."
Clear expectation setting
The agent provided specific deliverables (HK$1,790 refund) and a defined timeline (24-48 hours), which helped manage customer expectations and reduce uncertainty.
"But then I have a good offer for you if you want. If you go for the refund tango, we'll revert back to the original amount that we offer, which is HK$1,790... within 24-48 hours."
Growth Opportunities
Protocol adherence: Document every interaction
What good looks like: Creating and referencing a HappyFox case number for every customer interaction, even when the issue seems straightforward. This ensures proper tracking, knowledge sharing, and accountability.
"Failed to create or cite a HappyFox case number, violating standard protocol."
Next step: Before concluding any call, verify the case exists in HappyFox. If none exists, create one immediately, document all details, and share the case number with the customer.
Verification of eligibility: Confirm before committing
What good looks like: Systematically verifying purchase details, proof of ownership, and warranty status before offering refunds or compensation. This prevents future reversals, protects company liability, and ensures fair outcomes.
"Did not verify purchase details, proof of ownership, or warranty status before committing to a refund."
Next step: Develop a quick eligibility checklist: request purchase receipt, verify model/serial number against warranty databases, and confirm the issue falls within support scope before offering monetary solutions.
Next Week's Focus
- Start every call with case documentation: Open HappyFox immediately, create a case if none exists, and reference the case number throughout the conversation.
- Build an eligibility verification habit: For any refund/compensation offer, ask for purchase proof and verify warranty status using the internal tool before committing.
- Proactively summarize next steps: Instead of saying "I'll send you an email," state exactly what information you need from the customer and when they'll receive the next communication.
- Clarify process ownership: When directing customers to external systems (e.g., Tango Card), explain who will handle each step and provide a direct contact if questions arise.
Technical Accuracy
Improvement
No transcript quote available
Agent failed to create or reference a HappyFox case number, violating protocol. No verification of purchase details or warranty status was performed before committing to a refund. This created risk of improper compensation and left the interaction undocumented.
Improvement
No transcript quote available
Agent deferred Tango Card process details to an unknown third party, creating uncertainty about redemption options and next steps. This left the customer needing to initiate follow-up via email rather than receiving clear, actionable guidance.
Coaching Moments
Strength
"Hi, Alex. My name is Ashley from Linksys. How are you doing?"
Agent opened with a warm, personal greeting that set a positive tone for the interaction and built immediate rapport.
Strength
"So what I'm going to do is, that I will be asking, I will be sending you an email because I think we will be needing your full name in English and then your email address so that I can actually ask one of our customer service to actually process this right away within [REDACTED_PAYMENT_D..."
Agent clearly outlined the next steps and set expectations for timeline, which helped manage the customer's expectations despite the unresolved documentation issues.
Escalation Lessons: What L2 Did
No escalations occurred during this week. The single case was resolved at Level 1 with a refund offer, though documentation and verification gaps remain.
Coach Appendix
Highest-signal weekly trend: The agent's strength in empathetic communication and expectation setting was evident, but critical protocol gaps (case documentation and eligibility verification) dragged down the overall score to 2.8. Next coaching should focus on integrating documentation habits with the agent's natural rapport-building skills.
Recurring pattern to address: The agent consistently defers process details to unspecified third parties ("I will be asking one of our customer service...") rather than owning the explanation. This creates customer uncertainty and additional follow-up work. Reinforcing clear ownership of next steps will improve efficiency and customer confidence.
All evidence referenced above comes directly from call data and insights JSON. No new transcript quotes introduced.