# dennis.gamolo@concentrix.com — Coaching Report
## Week of 2026-05-25 – 2026-05-31

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## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 2 | 8m 36s | MX4200 | GENERAL INQUIRY | 1 | — |

## Work Mix Lens
- No clear work-mix signal was available this week.
- Use the general self-help lens until queue ownership or escalation ownership becomes clearer.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 5.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 9m 54s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 2 | 8m 36s | 3.00 | 5.00 | 1.50 | 2.50 |  |

## Week-over-Week Movement
- Overall moved up 1.20 vs. last week.
- Accuracy moved up 4.00 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved down by 37m 26s.

## What Went Well

- **Polite and professional communication**: Maintained a polite tone despite customer frustration.
  > [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)
- **Accurate product identification**: Correctly identified the product model (MX4200) early in the call.
  > [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Growth Opportunities

- **Protocol adherence and critical data collection**: Ensure you collect the serial number and verify warranty status for refund/RMA eligibility. Avoid suggesting further troubleshooting when the customer has already decided to stop using the product.
  > [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)
- **Follow-up clarity and efficiency**: Capture the customer's email address for reliable follow-up and set specific callback times or dates. Avoid relying on the customer to reply to an unspecified prior email.
  > [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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## Next Week's Focus

1. **Collect critical data first**: Always ask for the serial number and verify warranty status before discussing next steps.
2. **Set concrete follow-up actions**: Capture the customer's email, set a specific callback time/date, and confirm the next step before ending the call.
3. **Avoid unnecessary troubleshooting**: If the customer has already decided to stop using the product, focus on resolution (refund/RMA) rather than further troubleshooting.
4. **Improve call flow efficiency**: Reduce filler words and long silences to keep the call moving forward.

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## Technical Accuracy

- **Improvement**  
  Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility. Agent suggested further troubleshooting despite customer clearly stating they are no longer using the product.  
  [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)
- **Improvement**  
  Failed to capture the customer's email address for follow-up, creating dependency on an unconfirmed prior email thread. Next step relies on customer action (replying to an old email), which risks follow-up failure.  
  [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/)

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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

- The highest-signal weekly trend is the need for improved protocol adherence, especially around critical data collection (serial number, warranty status) and clearer follow-up actions. Both calls involved refund requests where the agent did not collect essential information or set reliable next steps, leading to unresolved cases and potential follow-up failures.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-25 17:28:39+00:00 | 3 | OUTBOUND | MX4200 | GENERAL INQUIRY | ↻ Callback set |
| [#GI00130703](https://linksys.happyfox.com/staff/ticket/130703/) | 2026-05-26 17:32:17+00:00 | 3 | OUTBOUND |  | GENERAL INQUIRY | ⏳ Pending |