Eppie Lou Lagumbay — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 4m 4s | — | Unclassified | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 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? |
|---|---|---|---|---|---|---|---|
| Unclassified | 1 | 4m 4s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Incorrect product identification leading to unresolved calls
- Improper call closure without resolution
What Went Well
No strengths were identified this week. All reviewed calls received the lowest possible scores across accuracy, protocol, communication, and overall dimensions.
Growth Opportunities
- Confirm product brand and support eligibility before directing customers elsewhere
> "Oh, that is actually from Comcast. I tried to search it, ma'am. It's not from Linksys. Do you have any Linksys device?"
Next step: Verify the customer’s device model and brand affiliation using the product’s labeling, packaging, or website before determining support eligibility. When a device is not Linksys-branded, politely explain why it falls outside of your scope and provide the correct contact information (e.g., Comcast for Comcast-branded devices).
- Ensure calls are resolved or include clear next steps before closure
> "I'm sorry, Ms. Elizabeth, but you've dialed the wrong technical support. Um, yeah, it should be Comcast. You need to contact Comcast. All right. Thank you so much for your time, Ms. Elizabeth. This is Epi from Linksafe."
Next step: Before ending the call, confirm the customer understands the next action (e.g., contact Comcast) and document this direction in the case notes. If no resolution is possible, schedule a callback or follow-up rather than closing the case as “abandoned.”
Next Week's Focus
- Verify product branding by asking to see the device label or searching the model number against Linksys’s product database before declaring a device unsupported.
- Use a closure checklist: 1) Confirm the customer’s understanding of next steps, 2) Document the direction given, 3) Offer a callback if the issue remains unresolved.
- Practice empathetic redirection: When directing customers to another support team, acknowledge their frustration and reassure them that the appropriate team will assist.
Technical Accuracy
Improvement
"Oh, that is actually from Comcast. I tried to search it, ma'am. It's not from Linksys. Do you have any Linksys device?"
Note: Agent incorrectly identified the customer's device (CF-XR186) as a Comcast product and did not provide support for the Linksys product. Call closed without resolution.
No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
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 trend: The sole call this week involved incorrect product identification (CF-XR186 misidentified as Comcast-branded) leading to an unresolved closure. This pattern indicates a need to reinforce product verification habits and closure hygiene before ending calls. Focus next coaching on model-number validation workflows and post-call documentation standards.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00131724 | 2026-06-01 22:40:56+00:00 | 1.00 | INBOUND | Unclassified | — |