# kris.qin@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 7m 32s | — | GENERAL INQUIRY | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
Product family data not available for this week.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 |  |

## Week-over-Week Movement
- Improve protocol adherence and communication clarity
- Ensure essential product details are collected for hardware-related issues
- Provide clear next steps and follow-up plans to avoid unresolved cases

## What Went Well

1. **Acknowledged customer issue and verified email details**  
   > I can see it, I can help you check.  

   The agent correctly located the customer’s email in the system and confirmed timestamps, showing attention to the customer’s stated need for a hardware-failure confirmation email.

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## Growth Opportunities

1. **Collect essential product details and resend confirmation email**  
   > Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait.  

   *What better looks like:* Proactively ask for model/serial numbers, verify warranty eligibility, and immediately resend the missing MRO email. Document all steps in HappyFox to create an audit trail.

2. **Improve communication clarity and provide concrete next steps**  
   > No resolution provided. Agent suggested customer call back later if email not received.  

   *What better looks like:* Use concise, professional language without filler phrases. Close every call with a clear action plan: “I’ve opened ticket #PR00130372 and will email the MRO confirmation within 30 minutes. You’ll receive a follow-up SMS once it’s sent.”

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## Next Week's Focus

- **Always collect model, serial, and firmware version** for any hardware-related inquiry, even if the customer mentions an account ID.
- **Resend critical emails immediately** when requested, and confirm delivery with the customer before closing.
- **Replace filler phrases** (“wow, yes, wow”) with structured responses: “I understand your concern about X. Let me check Y for you.”
- **Document every call** in HappyFox with a ticket, even for “quick” requests, to ensure continuity and accountability.

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## Technical Accuracy

### **Improvement**  
> *No dedicated transcript quote available.*  
Agent failed to collect essential product details (model/serial) required for hardware-failure verification. No email was resent, and no case was created or escalated despite clear warranty/return eligibility.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
> *No dedicated transcript quote available.*  
Call ended with no clear next steps, timeline, or ownership, leaving the customer stranded. Operational closure status marked as *abandoned_or_vague*.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

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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

*Internal use only — not for agent review.*  
This week’s single call highlights a critical pattern: unresolved customer needs due to missing product data collection and unclear closure. The agent’s tendency to use filler phrases (“wow, yes, wow”) and avoid explicit next steps created a vague, unprofessional experience. Focus next week on structured data gathering and unambiguous commitment to follow-up actions.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 | 3 | INBOUND |  | GENERAL INQUIRY | No resolution, suggest call back |