# akiko.ohashi@concentrix.com — 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 |
| --- | --- | --- | --- | --- | --- |
| 7 | 41m 4s | WHW03 | SETUP | 6 | 1 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 7 |
| Protocol | 1.60 | 7 |
| Communication | 2.60 | 7 |
| Overall | 2.26 | 7 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 1 | 82m 39s | 2.10 | 3.00 | 1.00 | 3.00 | Outlier: 1.9x weekly median handle time |
| MX | 2 | 54m 48s | — | — | — | — |  |
| WHW | 2 | 43m 12s | 2.50 | 3.50 | 2.00 | 2.50 |  |
| E | 1 | 7m 25s | 1.70 | 1.00 | 1.00 | 3.00 |  |
| AX | 1 | 7m 14s | 2.40 | 4.00 | 2.00 | 2.00 |  |

**Key Observations**
- MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time.
- MX is one of the slowest families at 54m 48s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 4 | 44m 3s | 2.38 | 3.50 | 1.75 | 2.50 | ✓ |
| CONNECTIVITY | 2 | 27m 48s | 2.05 | 2.50 | 1.50 | 3.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 1.08 vs. last week.
- Accuracy moved down 1.17 vs. last week.
- Protocol moved down 0.90 vs. last week.
- Average handle time moved up by 16m 33s.
- Family swing: WHW handle time moved up by 40m 03s vs. last week.
- Family swing: MX handle time moved up by 22m 26s vs. last week.
- Family swing: E handle time moved down by 8m 13s vs. last week.

## What Went Well

1. **Clear communication in high-frustration calls**  
   > *"上野 様 いつもお世話になっております。 Linksys テクニカルサポートの大橋でございます。 昨日はお電話でのご対応、誠にありがとうございました。 また、トラブルシューティングにお時間をいただきましたこと、重ねて御礼申し上げます。"*  
   [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/)

2. **Accurate PPPoE configuration guidance**  
   > *"SoftBank PPPoE S-ID とパスワードを「インターネット設定」に入力してください。ユーザー名には S-ID を、パスワードにはご提供いただいたパスワードを入力します。"*  
   [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/)

---

## Growth Opportunities

1. **Collect critical product details on every call**  
   > *"シリアルナンバーとかモデルナンバーは確認できていますか？"* (Missing in 5/7 calls)  
   [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/)  
   **Next step**: Add model/serial/warranty collection to opening script. Verify before proceeding.

2. **Avoid repeating failed troubleshooting steps**  
   > *"Save & Apply を何度も試みましたが、画面が「保存中」でフリーズします。"* (80+ minute loop)  
   [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/)  
   **Next step**: After 2 failed attempts, pivot to root-cause diagnosis (browser issues, firmware bugs, connectivity tests).

---

## Next Week's Focus

1. **Start every call with model/serial/warranty verification** – use the "3Ws" (What, Who, When) framework  
2. **Add wired-connection test to connectivity calls** – isolate router vs ISP before escalating  
3. **Limit repetitive steps to 2 attempts** – document results and pivot to alternative diagnostics  
4. **Confirm technical claims before sharing** – verify end-of-life status and firmware updates against KB  

---

## Technical Accuracy

### **Improvement**  
> *"E9450 はサポート終了でファームウェア更新はできません"*  
[#LTS00063868](https://linksys.happyfox.com/staff/ticket/63868/)  
*Note*: Incorrectly declared device end-of-life without model verification. Always confirm model and check KB/firmware matrices before stating status.

### **Improvement**  
> *"MBE7000 の IPoE 設定で保存できません"*  
[#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/)  
*Note*: Failed to collect model/serial/warranty despite technical setup context. Critical for escalation and warranty checks.

### **Improvement**  
> *"Save & Apply を繰り返し試しました"*  
[#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/)  
*Note*: Repeated same action without diagnosing UI hang root cause (browser, firmware, or connectivity issues).

### **Strength**  
> *"WHW03 を物理的特徴から識別しました"*  
[#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/)  
*Note*: Correctly identified model via description when customer couldn’t read label – demonstrates product knowledge.

### **Improvement**  
> *"SoftBank に連絡して認証を確認してください"*  
[#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/)  
*Note*: Ended call with vague ISP referral without performing basic router-side WAN diagnostics (e.g., wired PC test).

---

## Coaching Moments

**No additional coaching moments** were extracted after the technical review.

---

## Escalation Lessons: What L2 Did

### [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) — Pending with Level 2

- **What L1 saw**: Customer unable to save MAP-E IPv6 settings via IPoE Assistant; UI hangs on "saving."  
- **Why it escalated**: Repeated UI freezes during remote sessions with no root-cause diagnosis.  
- **Related call chain**: 80+ minute L1 call with looping troubleshooting; customer provided screen recordings but no model/serial collected.  
- **What L2 did**:  
  - Reviewed screen recordings (6/4/2026) showing failed reset, IPoE package install errors, and manual MAP-E entry attempts.  
  - Noted configuration save failure persists even after disabling IPoE and re-entering settings.  
  - Currently awaiting customer confirmation of OCN contract type (Virtual Connect vs standard IPoE) to proceed with advanced diagnostics.  
- **Current state**: Pending customer response re: ISP contract type (last contacted 6/5/2026).  
- **L1 learning points**:  
  1. Always collect model, serial, and warranty status **before** initiating remote sessions.  
  2. When UI actions fail repeatedly, diagnose potential causes: browser compatibility, firmware bugs, or corrupted configuration files.  
  3. After 2 failed attempts of the same step, document results and pivot to alternative paths (e.g., CLI configuration, firmware reset, or ISP coordination with verified credentials).

---

## Coach Appendix

*Highest-signal trend*: Consistent omission of model/serial/warranty data across 5/7 calls, especially in complex SETUP/CONNECTIVITY cases. This creates documentation gaps and delays escalations. Pair this with the protocol score drop (-0.90) to prioritize structured diagnostic frameworks (e.g., "diagnose → document → act") in next coaching session. All quoted evidence above adheres to PII governance rules. 

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131543](https://linksys.happyfox.com/staff/ticket/131543/) | 2026-06-01 05:27:16+00:00 | — | OUTBOUND | MX5500 | SETUP | — |
| [#LTS00118472](https://linksys.happyfox.com/staff/ticket/118472/) | 2026-06-02 03:09:00+00:00 | — | OUTBOUND | MX5500 | CONNECTIVITY | — |
| [#LTS00131803](https://linksys.happyfox.com/staff/ticket/131803/) | 2026-06-02 05:52:33+00:00 | 2.4 | OUTBOUND | AX4200 | SETUP | — |
| [#LTS00063868](https://linksys.happyfox.com/staff/ticket/63868/) | 2026-06-02 16:03:53+00:00 | 1.7 | INBOUND | E9450 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#TE00127911](https://linksys.happyfox.com/staff/ticket/127911/) | 2026-06-04 06:02:12+00:00 | 2.1 | OUTBOUND | MBE7000 | SETUP | ↑ Escalated |
| [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) | 2026-06-04 07:57:09+00:00 | 2.4 | OUTBOUND | WHW03 | SETUP | ↻ Callback set |
| [#LTS00078107](https://linksys.happyfox.com/staff/ticket/78107/) | 2026-06-04 09:10:33+00:00 | 2.6 | OUTBOUND | WHW03 | SETUP | ⏳ Pending |