Gerlie Miguello — 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 | 40m 23s | SPNMX55GC | CONFIGURATION | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.40 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 40m 23s | 1.40 | 1.00 | 2.00 | 2.00 |
Key Observations
- SPN is one of the slowest families at 40m 23s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONFIGURATION | 1 | 40m 23s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve technical accuracy in NAT/UPnP configuration and port-forwarding guidance.
- Ensure correct troubleshooting paths are followed based on the reported issue.
- Avoid unrelated advice (e.g., password reset) and focus on the customer's stated problem.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Incorrect troubleshooting path
The agent provided incorrect technical guidance for a strict NAT issue on a PlayStation 5, including unrelated password-reset advice and an incorrect suggestion to contact the ISP for a public IP. This led to an unresolved call and a low accuracy score.
"[...] Incorrectly advised contacting ISP for a public IP address."
What better looks like:
- Verify the exact router model and firmware version.
- Guide the customer through correct UPnP/DMZ settings or precise port-forwarding rules based on the internal IP, protocol, and game port requirements.
- Avoid unrelated steps (e.g., password resets) unless directly relevant to the reported issue.
Next Week's Focus
- Confirm device details first: Always collect the full router model, firmware version, and internal IP address before suggesting any configuration changes.
- Use validated port-forwarding guides: Reference the correct game port numbers and protocols from official Linksys documentation.
- Offer clear next steps or escalation criteria: If the issue persists after correct configuration, explain why escalation may be needed and document the attempt clearly.
- Practice concise, focused instructions: Keep guidance directly tied to the customer’s stated problem to reduce confusion and improve closure rates.
Technical Accuracy
Improvement
Agent provided incorrect port-forwarding values and misdiagnosed the issue as requiring a public IP from the ISP. No valid next steps were offered, and the call ended without resolution.
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
- The week’s single call highlights a critical need for improved technical accuracy in NAT/UPnP and port-forwarding guidance. The agent’s reliance on unrelated troubleshooting steps (password reset, ISP contact) created confusion and an unresolved outcome. Focus next week on structured data collection (model, firmware, internal IP) and validated configuration paths before suggesting next steps or escalation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131561 | 2026-06-01 10:16:22+00:00 | 1.4 | INBOUND | SPNMX55GC | CONFIGURATION | No resolution; advised customer to contact ISP (incorrect). |