# dennis.gamolo@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 8m 36s | MX4200 | GENERAL INQUIRY | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 9m 54s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 2 | 8m 36s | 3.00 | 5.00 | 1.50 | 2.50 |  |

## Week-over-Week Movement
- Overall moved up 1.20 vs. last week.
- Accuracy moved up 4.00 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved down by 37m 26s.

## What Went Well

### Polite and professional tone
> "We apologize OK. Yeah, we apologize for the inconvenience, sir."

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

### Documentation collection
> "Okay, so that's the name of the company. Okay. Now, by any chance though, when you purchased it from them, did they give you like an actual receipt? Not the, you know, the invoice, but the actual rec..."

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Growth Opportunities

### Protocol adherence
The agent needs to consistently collect serial numbers and verify warranty status for refund/RMA eligibility. This is a critical step that was missed in the MX4200 refund case.

**Next step:** Always ask for and verify the serial number and warranty status at the beginning of refund/RMA conversations.

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

### Follow-up reliability
Ensure reliable follow-up by capturing all necessary customer contact details (email, phone) and confirming them during the call.

**Next step:** Implement a checklist to verify and document all contact information before closing any case that requires follow-up.

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

---

## Next Week's Focus

1. **Serial number and warranty check:** Make this a non-negotiable first step in all refund/RMA cases.
2. **Contact detail verification:** Confirm and document all customer contact information before ending the call.
3. **Avoid unnecessary troubleshooting:** If a customer has already switched products, focus on resolution rather than further troubleshooting.
4. **Clear next steps:** Always provide a specific date/time for callbacks or follow-ups.

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## Technical Accuracy

**Improvement**  
Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility (Call 2b073fe8-585f-11f1-a22b-42010a660053).

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

**Improvement**  
Failed to capture customer's email address, creating dependency on an unconfirmed prior email thread (Call d7381b60-5928-11f1-a72f-42010a660053).

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

**Improvement**  
Agent suggested further troubleshooting despite customer clearly stating they are no longer using the product (Call 2b073fe8-585f-11f1-a22b-42010a660053).

[#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## Coach Appendix

**Weekly Trend Summary:**  
The agent showed strong improvement in overall and accuracy scores but needs to focus on protocol adherence, especially serial number and warranty verification, and follow-up reliability. The dramatic reduction in handle time is positive but should be maintained without compromising protocol steps.

**Key Pattern:**  
The agent tends to skip critical protocol steps (serial number, warranty) in refund cases and struggles with reliable follow-up documentation. This impacts both efficiency and customer satisfaction.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-25 17:28:39+00:00 | 3 | OUTBOUND | MX4200 | GENERAL INQUIRY | ↻ Callback set |
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-26 17:32:17+00:00 | 3 | OUTBOUND |  | GENERAL INQUIRY | ⏳ Pending |