leo.lluisma@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 |
|---|---|---|---|---|---|
| 1 | 17m 16s | SPNM60CF | CONNECTIVITY | 1 | — |
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
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 |
Key Observations
- SPN is one of the slowest families at 17m 16s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Overall moved down 1.14 vs. last week.
- Accuracy moved down 0.89 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved down 1.22 vs. last week.
- Average handle time moved down by 15m 32s.
What Went Well
Polite opening greeting
The agent began the interaction with a clear, courteous welcome that sets a professional tone.
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
Growth Opportunities
Lack of troubleshooting and engagement
The call ended without any issue identification, data collection, or guidance. Good looks like actively probing for the customer’s exact symptoms, gathering model/serial/firmware details, running structured troubleshooting steps, and confirming resolution or next actions before closing.
Next Week's Focus
- Start every call with a concise opening, then immediately ask for the product model, serial number, and a brief description of the issue. This sets a data-driven foundation for troubleshooting.
- Use a fixed troubleshooting branch for connectivity calls: verify power, cables, LED states, and basic IP configuration before escalating or closing.
- Close with confidence: confirm the customer’s satisfaction, summarize actions taken, and schedule a follow‑up if anything remains unresolved.
- Practice active listening: paraphrase the customer’s statements (“So you’re seeing X after doing Y…”) to demonstrate understanding and avoid misdiagnosis.
Technical Accuracy
Improvement
Agent failed to collect basic product information, perform troubleshooting, or provide guidance. Call ended with no resolution or next steps.
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 highest-signal weekly trend is a single call with severe performance gaps: the agent delivered a polite greeting but then disengaged entirely, failing to collect product data, run troubleshooting, or provide closure. The pattern of “no data collection → no troubleshooting → vague closure” is the critical area to address in the next coaching conversation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131809 | 2026-06-02 | 1 | INBOUND | SPNM60CF | CONNECTIVITY | — |