# vennemir.calvin@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 |
| --- | --- | --- | --- | --- | --- |
| 24 | 15m 33s | WHW03 | ACCESS | 24 | 5 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.30 | 24 |
| Protocol | 1.80 | 24 |
| Communication | 2.20 | 24 |
| Overall | 2.20 | 24 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 4 | 25m 6s | 2.08 | 2.00 | 2.25 | 2.00 | Outlier: 1.8x weekly median handle time |
| RE | 3 | 18m 39s | 1.53 | 1.00 | 1.33 | 2.00 |  |
| WHW | 5 | 18m 8s | 2.62 | 2.00 | 1.80 | 2.80 |  |
| MX | 4 | 16m 22s | 1.93 | 2.75 | 1.50 | 2.00 |  |
| EA | 2 | 11m 50s | 1.50 | 1.00 | 2.00 | 2.50 |  |
| E | 5 | 11m 31s | 1.92 | 1.80 | 1.40 | 2.20 |  |
| MBE | 1 | 10m 55s | 2.60 | 4.00 | 2.00 | 2.00 |  |
| LN | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 |  |

**Key Observations**
- SPN is the slowest family at 25m 6s; outlier: 1.8x weekly median handle time.
- RE is one of the slowest families at 18m 39s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 11 | 16m 52s | 2.20 | 2.50 | 2.00 | 2.20 | ✓ |
| CONNECTIVITY | 7 | 17m 0s | 2.00 | 2.30 | 1.60 | 2.10 | ✓ |
| SETUP | 3 | 16m 11s | 1.70 | 2.00 | 1.30 | 2.00 | ✓ |
| HARDWARE | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 |  |
| CONFIGURATION | 1 | 22m 54s | 2.80 | 1.00 | 3.00 | 3.00 |  |

## Week-over-Week Movement
- Improve protocol adherence and accuracy in technical guidance.
- Reduce incorrect technical statements and unsupported advice.
- Enhance troubleshooting steps for ACCESS and CONNECTIVITY issues.

## What Went Well

1. **Accurate recovery key guidance**  
   > `Do you have the Linksys Smart Wi‑Fi app? I see. On the Linksys Smart Wi‑Fi app, there are two options which is email and router password. Have you tried doing the router password instead?`  
   [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) — Correctly directed a locked-out user to the router-password reset path instead of the email link, avoiding unnecessary loops.

2. **Clear communication of paid support**  
   > `I see. Thank you so much for that one. All right, before anything else, upon double checking it here in r, and before any free troubleshooting may start with the...`  
   [#LTS00131570](https://linksys.happyfox.com/staff/ticket/131570/) — Transparently explained warranty status and $15 paid-support option, ensuring the customer understood support boundaries.

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## Growth Opportunities

1. **Eliminate factually incorrect technical statements**  
   > `Recently, we have discontinued in terms of the cloud services. So linksyssmartwifi.com no longer works.`  
   [#LTS00131606](https://linksys.happyfox.com/staff/ticket/131606/) — *Good:* Clearly stated the cloud-service discontinuation. *Next step:* **Never claim Linksys cloud servers are closed**—this is inaccurate and erodes trust. Always direct to local access (myrouter.local or IP) and confirm app compatibility.

2. **Complete standard diagnostics before escalation**  
   > `All right, Sir, thank you so