# mikaelhjoshua.anasco@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 | | --- | --- | --- | --- | --- | --- | | 3 | 12m 10s | MX6200 | CONNECTIVITY | 3 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 3 | | Protocol | 1.00 | 3 | | Communication | 1.67 | 3 | | Overall | 1.30 | 3 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WRT | 1 | 23m 4s | 1.10 | 1.00 | 1.00 | 2.00 | Outlier: 3.2x weekly median handle time | | MX | 1 | 7m 9s | 1.50 | 4.00 | 1.00 | 1.00 | | | MR | 1 | 6m 16s | 1.30 | 1.00 | 1.00 | 2.00 | | **Key Observations** - WRT is the slowest family at 23m 4s; outlier: 3.2x weekly median handle time. - MX is one of the slowest families at 7m 9s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 3 | 12m 10s | 1.30 | 2.00 | 1.00 | 1.67 | ✓ | ## Week-over-Week Movement - Overall moved down 0.93 vs. last week. - Protocol moved down 0.70 vs. last week. - Communication moved down 0.66 vs. last week. - Average handle time moved down by 12m 13s. - Family swing: MX handle time moved down by 26m 37s vs. last week. - Family swing: MR handle time moved down by 22m 16s vs. last week. ## What Went Well No strengths were identified in the insights data for this week. --- ## Growth Opportunities ### Language Support Protocol Adherence > I'm sorry, sir but I cannot converse in Spanish. We can only converse through English, sir. We don't have a Spanish representative. I'm sorry, but I will try to understand what's the issue, if or is there anyone who can speak English there? [#LTS00130249](https://linksys.happyfox.com/staff/ticket/130249/) * **What to do better:** When customers request support in another language, follow the language-support protocol: offer to transfer to a bilingual representative, provide self-help resources in the requested language if available, or arrange for a translation service. Document the language preference in the case notes and ensure the customer understands the next steps. ### Technical Troubleshooting Accuracy > Attempted to initiate remote session via join.zoho.com (unsupported third-party service). [#LTS00060763](https://linksys.happyfox.com/staff/ticket/60763/) * **What to do better:** Use only approved Linksys remote-assistance tools. When facing a red-light mesh node, follow the universal_mesh_full_rebuild KB: perform a 5-press reset on the parent node, wait for the mesh to rebuild, and verify connectivity before proceeding with further diagnostics. Avoid unsupported third-party services. --- ## Next Week's Focus 1. **Language-support protocol:** Practice scripted phrases for language requests and ensure all customers receive a clear, documented next step. 2. **Mesh node recovery:** Memorize the universal_mesh_full_rebuild KB steps and practice them during training to build muscle memory. 3. **Product identification:** Always verify the exact product model and serial number before discussing warranty status or troubleshooting steps. 4. **Closure hygiene:** End every call with a documented next step, whether it’s a callback, self-help resource, or escalation — never leave the customer without direction. --- ## Technical Accuracy ### **Improvement** > Agent refused to provide Spanish support despite customer request, violating language-support protocol. No product details or troubleshooting performed. Call ended without resolution or next steps. [#LTS00130249](https://linksys.happyfox.com/staff/ticket/130249/) ### **Improvement** > Agent used unsupported third-party remote-access URL (join.zoho.com) instead of approved Linksys procedures. Failed to follow universal_mesh_full_rebuild KB for node reset/pairing despite red-light symptom. No valid troubleshooting completed. [#LTS00060763](https://linksys.happyfox.com/staff/ticket/60763/) ### **Improvement** > Agent incorrectly identified product model as VLP-01 without customer confirmation. Provided false warranty/support status claim. Recommended invalid 5-press pairing method for VLP series. No valid troubleshooting performed. [#LTS00090054](https://linksys.happyfox.com/staff/ticket/90054/) --- ## 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 *Highest-signal weekly trend:* All three calls involved connectivity issues with unresolved outcomes. Key patterns include language-support protocol breaches, unsupported third-party tool usage, and incorrect product identification leading to invalid troubleshooting guidance. Focus next week on reinforcing language-support scripts, approved remote-assistance tools, and accurate product verification before troubleshooting. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130249](https://linksys.happyfox.com/staff/ticket/130249/) | 2026-06-01 13:49:01+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | — | | [#LTS00060763](https://linksys.happyfox.com/staff/ticket/60763/) | 2026-06-01 18:39:44+00:00 | 1.10 | OUTBOUND | WRT54GS2-4A | CONNECTIVITY | ↻ Callback set | | [#LTS00090054](https://linksys.happyfox.com/staff/ticket/90054/) | 2026-06-03 01:10:40+00:00 | 1.30 | INBOUND | MR9600 | CONNECTIVITY | — |