# akiko.ohashi@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 6 | 20m 38s | MX5500 | HARDWARE | 5 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 4.20 | 6 | | Protocol | 2.50 | 6 | | Communication | 2.70 | 6 | | Overall | 3.32 | 6 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 36m 15s | 3.00 | 4.00 | 2.00 | 2.00 | Outlier: 1.5x weekly median handle time | | MX | 3 | 32m 22s | 3.43 | 4.67 | 2.67 | 2.67 | | | E | 1 | 15m 38s | 3.10 | 2.00 | 3.00 | 4.00 | | | WHW | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 | | **Key Observations** - LN is the slowest family at 36m 15s; outlier: 1.5x weekly median handle time. - MX is one of the slowest families at 32m 22s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | HARDWARE | 2 | 35m 50s | 3.15 | 4.50 | 2.50 | 2.50 | | | CONFIGURATION | 2 | 25m 56s | 3.05 | 3.00 | 2.50 | 3.00 | | | SETUP | 1 | 57m 55s | 4.00 | 5.00 | 3.00 | 3.00 | | | NO TROUBLESHOOTING NEEDED | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Improve protocol adherence (case creation, model/serial collection). - Reduce repetitive scripted phrases to enhance communication efficiency. - Ensure technical guidance aligns with KB to avoid inaccuracies. ## What Went Well - **Technical Accuracy in Configuration Guidance** > "Correctly identified and changed the WAN connection type from PPPoE to DHCP, which was the root cause of the internet connectivity issue." [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) - **Hardware Diagnosis Accuracy** > "Accurately diagnosed power adapter fault based on customer's isolation testing and confirmed warranty status using purchase date." [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) --- ## Growth Opportunities - **Protocol Adherence** > "Failed to collect or confirm product model number, serial number, or case number in multiple calls, violating case management protocol." [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) *What better looks like:* Always collect model/serial early, reference a HappyFox case number, and confirm warranty status before proceeding. - **Communication Efficiency** > "Excessive and disruptive use of scripted phrase 'thank you for your business' at multiple points, impairing communication clarity and efficiency." [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) *What better looks like:* Use concise, context-appropriate acknowledgments and avoid repetitive phrases that disrupt flow. --- ## Next Week's Focus 1. **Standardize Opening and Closing Scripts:** Use a single, brief greeting and closing phrase to maintain professionalism without sacrificing efficiency. 2. **Model/Serial Collection Routine:** Add a quick checklist at the start of each call to capture model, serial, and case number—then reference them throughout the interaction. 3. **Technical Validation Before Navigation:** Confirm each step’s success with the customer before moving to the next, especially during complex configurations. 4. **Warranty and Case Documentation:** Verify warranty eligibility and create a HappyFox case number within the first 2 minutes of every product-support call. --- ## Technical Accuracy - **Improvement** > "Provided wrong admin page IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for E9450 model." [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) *Note:* Always reference the KB for model-specific default IPs to avoid inaccuracies. - **Improvement** > "Misstated Wi‑Fi password character restrictions, claiming no symbols or special characters allowed, which is factually incorrect per KB." [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) *Note:* Review KB articles on password policies to ensure accurate guidance on special characters. - **Strength** > "Correctly diagnosed IP conflict and guided customer through valid OpenWRT LAN IP change procedure." [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) *Note:* This reflects strong technical understanding and effective step-by-step guidance. --- ## Coaching Moments - **Improvement** > "Failed to obtain or confirm product serial number, warranty status, or case number in multiple calls, violating standard protocol." [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) *Note:* Protocol adherence is critical for accountability and effective knowledge transfer. --- ## Escalation Lessons: What L2 Did No escalated case learning was available for this report. --- ## Coach Appendix - The week was **frontline-heavy**, with all 6 calls handled directly on the LTS queue. Key trends include **protocol gaps** (missing model/serial capture, case numbers) and **communication inefficiencies** (repetitive scripted phrases). Focus next week on building a consistent, efficient script framework and reinforcing model/serial collection as a non-negotiable first step in every product-support interaction. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130686](https://linksys.happyfox.com/staff/ticket/130686/) | 2026-05-25 03:00:36+00:00 | 3.5 | OUTBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00130986](https://linksys.happyfox.com/staff/ticket/130986/) | 2026-05-27 01:21:19+00:00 | 3.0 | OUTBOUND | LN6001 | CONFIGURATION | ⏳ Pending | | [#LTS00131169](https://linksys.happyfox.com/staff/ticket/131169/) | 2026-05-28 02:00:18+00:00 | 4.0 | OUTBOUND | MX5500 | SETUP | ✓ Resolved | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 05:09:49+00:00 | 3.3 | OUTBOUND | MX5500 | HARDWARE | ↻ Callback set | | [#LTS00131185](https://linksys.happyfox.com/staff/ticket/131185/) | 2026-05-28 05:41:56+00:00 | 3.1 | OUTBOUND | E9450 | CONFIGURATION | ✓ Likely resolved | | [#LTS00131180](https://linksys.happyfox.com/staff/ticket/131180/) | 2026-05-28 06:39:33+00:00 | 3.0 | OUTBOUND | MX5500 | HARDWARE | ⏳ Pending |