# xiaoge.ji@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 |
| --- | --- | --- | --- | --- | --- |
| 2 | 9m 36s | MR7500 | GENERAL INQUIRY | 2 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 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 | 11m 27s | — | — | — | — |  |
| MR | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 |  |

**Key Observations**
- OTHER is one of the slowest families at 11m 27s.
- MR is one of the slowest families at 7m 44s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve protocol adherence (case management, information collection)
- Reduce filler language and improve communication clarity

## What Went Well

1. **Established clear next step for follow-up**  
   The agent committed to a concrete action plan for the stock availability inquiry, which provides a valid path forward.  
   > Agent will review forwarded email and follow up via email with stock availability information.

   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Growth Opportunities

1. **Collect critical customer information upfront**  
   What *good* looks like: Always verify product serial number and warranty status before discussing replacements, as this determines eligibility and avoids wasted time.  
   > Failed to collect product serial number and warranty status, critical for replacement eligibility.

   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

2. **Adhere to case management protocol**  
   What *good* looks like: Create or reference a HappyFox case number during every call to ensure proper documentation and tracking.  
   > Did not create or reference a HappyFox case number, violating case management protocol.

   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Next Week's Focus

- **Always verify serial number and warranty status** within the first 30 seconds of any replacement inquiry.
- **Create a HappyFox case number** during the call opening to ensure proper documentation.
- **Reduce filler language** by practicing concise affirmations ("Understood" vs. "Uh-huh, yes, okay").
- **Provide estimated timelines** during follow-ups instead of vague promises.

---

## Technical Accuracy

### **Improvement**  
> Failed to collect product serial number and warranty status, critical for replacement eligibility.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
> Did not create or reference a HappyFox case number, violating case management protocol.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
> Used excessive filler language and repetitive affirmations without adding value.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Coaching Moments

### **Improvement**  
> You're asking when Taggata will have stock available for replacement, right?

**Note**: This moment shows the agent correctly identifying the customer's core need but missing the opportunity to collect essential details (serial/warranty) before proceeding. Next time, frame this as: "I understand you need a replacement MR7500. Before I check availability, I need to verify your serial number and warranty status to ensure eligibility."

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Escalation Lessons: What L2 Did

*No escalation cases to analyze this week. All cases were documented and managed at Level 1.*

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## Coach Appendix

**Highest-signal weekly trend**: The agent shows strength in committing to follow-up actions but consistently misses foundational information collection (serial numbers, warranty status) and case documentation protocols. This creates unnecessary follow-up work and risks eligibility issues. Focus next week should be on building a standardized opening script for replacement inquiries that captures these critical details within the first minute of the call.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-06-02 | 2.8 | INBOUND | MR7500 | GENERAL INQUIRY | ⏳ Pending |
| [#LTS00132369](https://linksys.happyfox.com/staff/ticket/132369/) | 2026-06-05 | — | INBOUND | FGW5500 | HARDWARE | — |