zither.calvin@linksys.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 | 5m 23s | MBE7000 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 1 |
| Protocol | 4.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.90 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |
Key Observations
- MBE is one of the slowest families at 5m 23s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |
Week-over-Week Movement
- Improve call closure protocols to ensure customer understanding and follow-up.
- Address customer frustration points during calls.
What Went Well
- Accurate product identification
Correctly identified the MBE7000 as a standalone router and not a mesh child node.
- Protocol adherence
Collected both model and serial numbers for the new and existing devices.
Growth Opportunities
- Incomplete call closure
The call ended without confirming customer understanding, offering self-help resources, or setting a follow-up. Good looks like: recap next steps, offer a KB article or product comparison link, and confirm the customer feels supported before hanging up.
- Missed customer frustration
Failed to acknowledge customer frustration when they expressed surprise about product limitations. Good looks like: validate their feelings (“I understand this can be surprising”), explain why the limitation exists, and offer a clear path forward.
Next Week's Focus
- Close every call with a recap and confirmation — “To confirm, you’ll return the MBE7000 and order an MX6200. Does that sound right?”
- Offer at least one self-help resource — KB article, product comparison page, or email summary — before ending the call.
- Acknowledge customer emotions early — “I hear this is frustrating; let me explain why…”
- Set a follow-up if needed — schedule a callback or send an email with next steps when the issue isn’t fully resolved.
Technical Accuracy
Strength
#LTS00087422
Correctly identified the MBE7000 as a standalone router and provided accurate alternative solution (MX6200).
Improvement
#LTS00087422
Call ended without confirming customer understanding, offering self-help resources, or setting a follow-up. Customer frustration at [04:00] was not acknowledged.
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: Single call dominated by strong technical accuracy but incomplete closure and missed customer frustration. Focus next week on reinforcing closure protocols and emotional acknowledgment to turn this strong technical performance into a higher customer satisfaction score.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00087422 | 2026-05-26 17:44:35+00:00 | 3.9 | INBOUND | MBE7000 | SETUP | ⏳ Pending |