# zhiliang.chen@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 | 11m 43s | FGW5500 | HARDWARE | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 4.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 1.50 | 2 |
| Overall | 3.00 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| OTHER | 2 | 11m 42s | 3.00 | 4.00 | 1.50 | 1.50 |  |

**Key Observations**
- OTHER is one of the slowest families at 11m 42s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| HARDWARE | 2 | 11m 43s | 3.00 | 4.00 | 1.50 | 1.50 | ✓ |

## Week-over-Week Movement
- Overall moved up 1.90 vs. last week.
- Accuracy moved up 3.00 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 0.50 vs. last week.
- Average handle time moved up by 4m 44s.

## What Went Well

1. **Accurate product status communication**  
   You clearly explained product discontinuation details, which helped manage customer expectations.  

   > "But sir, this model, we don't have inventory. We're not restocking anymore. That means it's not being produced anymore. It's been dis..."  
   [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)

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## Growth Opportunities

1. **Protocol adherence: Collect device details and verify warranty status before offering solutions**  
   Good looks like: Asking for model/serial numbers, checking warranty coverage via internal tools, and documenting findings before proposing refunds or replacements.  

   > "Agent failed to collect product model, serial number, or verify warranty status despite customer referencing warranty coverage."  
   [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)

2. **Escalation path for unresolved hardware requests**  
   Good looks like: When customers request device replacement or compensation and the solution is outside L1 scope, initiate an escalation to a supervisor or warranty team *before* offering non-functional compromises.  

   > "The solution from our headquarters right now is actually a refund plan. If it's a replacement, we don't have this 5G router to exchange for you."  
   [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)

---

## Next Week's Focus

- **Start every hardware call by requesting model, serial number, and warranty status.** Use the warranty lookup tool before discussing solutions.
- **Escalate *before* offering refunds:** If a customer insists on replacement or compensation and the device is discontinued, initiate a supervisor handoff and document the escalation reason.
- **Acknowledge frustration explicitly:** Add phrases like, “I understand this is frustrating,” before transitioning to next steps.
- **Review escalation protocols:** Know when to transfer to warranty/replacement teams versus offering gift cards.

---

## Technical Accuracy

### **Improvement**  
Agent failed to collect product model, serial number, or verify warranty status despite customer referencing warranty coverage. No case documentation or escalation was initiated.  
[#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)

### **Improvement**  
> "The solution from our headquarters right now is actually a refund plan. If it's a replacement, we don't have this 5G router to exchange for you."  
Agent offered only a Tango gift-card refund without verifying warranty status or exploring alternatives for device replacement. Customer explicitly rejected the refund and requested a replacement device.  
[#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/)

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## Coaching Moments

No additional coaching moments were extracted after the technical review.

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## Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

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## Coach Appendix

*Internal use only — not for agent review*

- **Highest-signal trend:** Protocol and communication scores remain low due to inadequate device/warranty verification and prolonged hold times. The agent’s accurate product status communication is a strength to build upon.
- **Recurring pattern:** Both calls involved unresolved hardware requests where the agent defaulted to a non-functional compensation solution (Tango card) without collecting required details or escalating. This created customer frustration and additional follow-up work.
- **Quote governance note:** All evidence above uses verbatim transcript excerpts or pre-extracted coaching moments; no new quotes were introduced.

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## This Week's Calls

| Case            | Date                 | Score | Direction | Product  | Category | Outcome                     |
|-----------------|----------------------|-------|-----------|----------|----------|-----------------------------|
| [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) | 2026-06-01 06:38:38+00:00 | 3.00  | INBOUND   | FGW5500  | HARDWARE | Offered TangoCard refund (not accepted) |
| [#LTS00130381](https://linksys.happyfox.com/staff/ticket/130381/) | 2026-06-01 08:59:17+00:00 | 3.00  | INBOUND   | FGW5500  | HARDWARE | Offered Tango gift-card refund; no |