jhonjobert.zambrano@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 |
|---|---|---|---|---|---|
| 1 | 36m 41s | MR9600 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 |
Key Observations
- MR is one of the slowest families at 36m 41s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Perform basic troubleshooting steps for hardware faults before offering paid support.
- Verify product model and warranty status using serial number.
- Create HappyFox cases for unresolved issues requiring follow-up.
What Went Well
Despite the challenges this week, jhonjobert demonstrated some positive behaviors that should be reinforced:
Polite greeting and acknowledgment:
"Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues."
Attempted clarification:
"you've been using this router, sir? A year and these have the receipt, Received. I'm I see. A year, right? Um, do you have the serial number?"
These moments show jhonjobert's ability to establish rapport and seek clarifying information—skills that provide a solid foundation for building stronger customer relationships and gathering critical diagnostic data.
Growth Opportunities
1. Perform systematic troubleshooting before offering paid support
What better looks like: For hardware faults, always complete these minimum steps before suggesting paid options:
- Power-cycle the device (unplug for 10 seconds, plug back in)
- Verify power source and outlet functionality
- Check WAN/LAN connections and signal strength
- Interpret LED indicators according to device-specific guides
"I did all the troubleshooting steps through the app and it will not light back up or anything of that sort. it's a AMR 98 whatever. at least a year."
2. Create HappyFox cases for unresolved issues
What better looks like: When a call cannot be resolved during the interaction:
- Document all troubleshooting steps attempted
- Capture serial number, model, and symptom details
- Use the case system to track follow-up, callbacks, or escalation
- Set clear next steps for the customer
"Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established."
Next Week's Focus
- Start every hardware fault call with a standard troubleshooting sequence (power-cycle, WAN check, LED interpretation) before discussing warranty status or paid options
- Verify product model using the serial number through the system before proceeding with diagnostics
- Create a HappyFox case for every call that requires follow-up, callback, or cannot be resolved during the interaction
- Document all troubleshooting steps performed in the case notes to ensure continuity if the issue requires escalation
Technical Accuracy
Improvement
No transcript quote available
Note: Agent failed to perform any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. No troubleshooting was attempted before offering paid support. #LTS00072772
Improvement
No transcript quote available
Note: Agent did not verify the exact router model despite having the serial number, leading to incomplete diagnosis. #LTS00072772
Improvement
No transcript quote available
Note: No HappyFox case was created or referenced, violating case management protocol despite the call requiring follow-up. #LTS00072772
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Highest-signal weekly trend: This week’s single call reveals a critical pattern where the agent skipped essential diagnostic steps and bypassed case documentation for an unresolved hardware fault. The combination of zero troubleshooting attempts, incomplete model verification, and absence of case creation created a vulnerable customer experience and violated core process protocols.
Recurring pattern to address: The agent tends to default to paid support recommendations before exhausting free troubleshooting options or documenting issues properly. This pattern risks damaging customer trust and creates unnecessary escalation pathways. Next coaching should emphasize the "troubleshoot-first" mindset and case documentation discipline as non-negotiable foundations of Level 1 ownership.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00072772 | 2026-05-27 14:37:19+00:00 | 1.50 | INBOUND | MR9600 | SETUP | ⚠ Closed incorrectly |