# xiaoge.ji@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 |
| --- | --- | --- | --- | --- | --- |
| 2 | 9m 36s | MR7500 | GENERAL INQUIRY | 2 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 1 | 11m 27s | — | — | — | — |  |
| MR | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 |  |

**Key Observations**
- OTHER is one of the slowest families at 11m 27s.
- MR is one of the slowest families at 7m 44s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 | ✓ |
| HARDWARE | 1 | 11m 27s | — | — | — | — |  |

## Week-over-Week Movement
- Overall moved up 0.47 vs. last week.
- Accuracy moved up 2.00 vs. last week.
- Protocol moved up 1.00 vs. last week.
- Communication moved up 0.33 vs. last week.
- Average handle time moved up by 1m 37s.
- Family swing: MR handle time moved up by 3m 48s vs. last week.

## What Went Well

1. **Established clear follow-up path**  
   You committed to checking internal inventory and responding via email after receiving the reseller's email, providing a valid operational path forward for the customer.  
   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Growth Opportunities

1. **Protocol adherence and case management**  
   *What better looks like:* Always collect product serial number and warranty status for replacement eligibility, and create/reference a HappyFox case number during the call to ensure proper documentation and tracking.  
   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

2. **Reduce filler language**  
   *What better looks like:* Replace excessive "yes," "okay," and "uh-huh" with concise, value-adding responses that move the conversation forward, such as summarizing key points or confirming next steps.  
   [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## Next Week's Focus

- **Start every hardware/inquiry call by confirming serial number and warranty status** – this takes <30 seconds but prevents downstream escalations.
- **Create a HappyFox case number within the first 2 minutes of every call** – use the case number in all customer communications.
- **Practice replacing filler words with active listening cues** like "I understand," "Got it," or "Let me confirm that..."
- **End calls with a clear, written summary sent via email** – even if the issue isn't resolved, document what was discussed and next steps.

---

## Technical Accuracy

### **Improvement**  
Failed to collect product serial number and warranty status, critical for replacement eligibility. Did not create or reference a HappyFox case number, violating case management protocol.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Improvement**  
Used excessive filler language ('yes', 'okay', 'uh-huh') without advancing the conversation.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### **Strength**  
Established a clear follow-up path by committing to check internal inventory and respond via email after receiving the reseller's email.  
[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

---

## 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 shows a critical gap in protocol adherence around case management and customer information collection. The agent successfully established follow-up paths but consistently missed foundational steps (serial number, warranty status, case creation) that would prevent escalations. Focus next week on building these habits at the start of every call – they take minimal time but prevent significant downstream work.*

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-06-02 | 2.8 | INBOUND | MR7500 | GENERAL INQUIRY | ⏳ Pending |
| [#LTS00132369](https://linksys.happyfox.com/staff/ticket/132369/) | 2026-06-05 | — | INBOUND | FGW5500 | HARDWARE | — |