# alvin.edio@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 16m 25s | MR9000 | CONNECTIVITY | 2 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.95 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 |  |

**Key Observations**
- MR is one of the slowest families at 22m 24s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 | ✓ |
| ACCESS | 1 | 10m 26s | 1.80 | 2.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved down 0.47 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 0.75 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved up by 8m 33s.

## What Went Well

- **Polite tone and customer information collection**  
  > "Okay. Thank you."  
  > "May I have your phone number in case we get disconnected?"  
  Collected essential customer information (serial number, phone, email) and maintained a polite tone throughout the call.  
  [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

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## Growth Opportunities

- **Technical accuracy and troubleshooting gaps**  
  > "Suggested uninstalling and reinstalling the Linksys app"  
  > "Advised 10-second hard reset of the extender"  
  *What better looks like:* Use documented recovery procedures (e.g., five-digit recovery key for MR9000 app login, correct reset method for extenders). Avoid generic “wait 24‑48 hours” advice—provide concrete next steps and verify resolution before closing.  
  [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/) | [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

- **Protocol adherence and case management**  
  > "Did not collect product model/serial number or verify warranty status"  
  > "Did not establish or document a HappyFox case"  
  *What better looks like:* Always collect model/serial number, verify warranty status, and document every case in HappyFox. Use the case as a reference for follow-up and escalation decisions.  
  [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

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## Next Week's Focus

1. **Start every call with model/serial number collection** — this is the foundation for accurate troubleshooting and documentation.
2. **Reference KB articles before suggesting resets** — especially for extenders and app login issues; use the exact recovery steps prescribed.
3. **Confirm resolution before closing** — verify the customer can log in, connect, or access the service; document the outcome in HappyFox.
4. **Limit “wait and see” guidance** — if a wait is advised, pair it with a specific follow-up action (e.g., “Please test after 24 hours and reply to the ticket if unresolved”).

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## Technical Accuracy

### **Improvement**  
> *None extracted*  
Incorrectly guided through 5-press reset sequence (not applicable to range extenders). Applied wrong technical procedure for the device family.  
[#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/)

### **Improvement**  
> *None extracted*  
Failed to use documented password-recovery procedure (five-digit recovery key) for MR9000 app login issue. Provided generic 'wait 24-48 hours' advice instead of actionable troubleshooting.  
[#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/)

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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

- The week’s most significant trend is a sharp decline in accuracy and protocol scores, driven by incomplete troubleshooting and missing documentation. Focus next week on disciplined information gathering (model/serial, warranty) and strict adherence to KB-guided steps before advising resets or wait periods.  
- The two calls share a pattern of unresolved technical issues due to skipped validation steps (router status, admin password, extender model). Reinforce the “verify before you advise” habit.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00060212](https://linksys.happyfox.com/staff/ticket/60212/) | 2026-06-01 09:58:31+00:00 | 2.1 | INBOUND | MR9000 | CONNECTIVITY | ↻ Callback set |
| [#GI00123015](https://linksys.happyfox.com/staff/ticket/123015/) | 2026-06-01 15:37:20+00:00 | 1.8 | INBOUND |  | ACCESS | ⏳ Pending |