kennford.plastina — 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 | 17m 56s | MX5500 | GENERAL INQUIRY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 17m 56s | 2.80 | 3.00 | 2.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 17m 56s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 17m 56s | 2.80 | 3.00 | 2.00 | 3.00 |
Week-over-Week Movement
- Improve protocol adherence (case documentation, model identification)
- Reinforce accurate product knowledge
What Went Well
- Correct technical guidance on node addition
The agent accurately explained that a new node can be added wirelessly and used for wired backhaul, which aligns with product capabilities and customer needs.
Growth Opportunities
- Improve model identification and case documentation
What “good” looks like: Always verify and confirm the exact product model with the customer, using the serial number when available, and create a HappyFox case number for every supported interaction.
Next step: Before concluding any call, double-check the model against the KB, confirm with the customer if needed, and ensure a case number is logged.
Next Week's Focus
- Verify product models using serial numbers — When a customer mentions a product, ask for the serial number and cross-check it against the KB to confirm the exact model.
- Create a HappyFox case for every supported interaction — Even if the issue is resolved on the call, log a case to maintain a complete record and ensure follow-up if needed.
- Practice concise model explanations — Use exact model names from the KB and avoid mentioning non-existent or outdated models.
- Reduce hold times and improve call flow — Aim to keep holds under 30 seconds and provide clear next steps before placing the customer on hold.
Technical Accuracy
Improvement
Agent incorrectly identified the product model as 'MX5454 100' and mentioned a non-existent 'MX6500' model. This indicates a knowledge gap in product models and KB inaccuracies.
Improvement
Agent failed to create or cite a HappyFox case number despite collecting full customer details, which is a protocol violation.
Strength
Agent correctly explained that a new node can be added wirelessly and used for wired backhaul, demonstrating accurate technical guidance.
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 need to reinforce model verification and case documentation protocols. Focus the next coaching conversation on practical steps for confirming product details and ensuring every interaction is logged, even when the issue appears straightforward.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00041920 | 2026-06-05 20:55:58+00:00 | 2.8 | INBOUND | MX5500 | GENERAL INQUIRY | ✓ Likely resolved |