# 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.

[#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/)

## 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.

[#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/)

## Next Week's Focus

1. **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.
2. **Use a fixed troubleshooting branch for connectivity calls:** verify power, cables, LED states, and basic IP configuration before escalating or closing.
3. **Close with confidence:** confirm the customer’s satisfaction, summarize actions taken, and schedule a follow‑up if anything remains unresolved.
4. **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.  
[#LTS00131809](https://linksys.happyfox.com/staff/ticket/131809/)

## 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](https://linksys.happyfox.com/staff/ticket/131809/) | 2026-06-02 | 1 | INBOUND | SPNM60CF | CONNECTIVITY | — |