# john.pagurayan@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 |
| --- | --- | --- | --- | --- | --- |
| 3 | 53m 44s | MX6200 | CONNECTIVITY | 3 | — |

## Work Mix Lens
- Frontline-heavy week: 3 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 3.00 | 3 |
| Protocol | 1.67 | 3 |
| Communication | 2.67 | 3 |
| Overall | 2.63 | 3 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 110m 35s | 3.00 | 3.00 | 1.00 | 3.00 | Outlier: 2.5x weekly median handle time |
| MR | 1 | 44m 18s | 3.40 | 4.00 | 3.00 | 3.00 |  |
| EA | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 110m 35s; outlier: 2.5x weekly median handle time.
- MR is one of the slowest families at 44m 18s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 2 | 77m 26s | 3.20 | 3.50 | 2.00 | 3.00 |  |
| ACCESS | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Overall moved up 0.58 vs. last week.
- Accuracy moved up 1.00 vs. last week.
- Protocol moved down 0.33 vs. last week.
- Communication moved up 1.17 vs. last week.
- Average handle time moved up by 11m 46s.

## What Went Well

1. **Effective troubleshooting for connectivity issue**  
   > Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

2. **Customer empathy and de-escalation**  
   > Showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

---

## Growth Opportunities

1. **Premature escalation to paid support**  
   *What better looks like*: Introduce paid support only after exhausting basic, free troubleshooting steps — especially for issues likely resolvable with simple actions.  
   > Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.  
   [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

2. **Failure to collect critical product information**  
   *What better looks like*: Always collect model and serial number within the first 30 seconds of the call to enable accurate diagnostics and avoid missteps.  
   > Failed to collect product model number, a critical omission for any technical support call.  
   [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

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## Next Week's Focus

1. **Start every call by confirming model and serial number** — this prevents misdiagnosis and ensures you have the right tools/KB articles ready.
2. **Reserve paid-support mentions for after basic troubleshooting** — try power-cycles, cable checks, and simple UI steps first.
3. **Use approved remote tools only** — avoid third-party platforms like Zoho unless explicitly authorized.
4. **Limit non-essential questioning** — stay focused on steps that directly move toward resolution.

---

## Technical Accuracy

**Improvement**  
> Failed to collect product model number, a critical omission for any technical support call.  
[#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

**Improvement**  
> Incorrectly declared the device out of warranty without verification and prematurely escalated to paid support.  
[#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/)

**Improvement**  
> Used non-standard remote access (Zoho) instead of approved Linksys remote tools.  
[#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/)

**Strength**  
> Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.  
[#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/)

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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 week's most significant trend is the **low protocol adherence** combined with **premature paid-support escalation**, especially evident in the MX6200 and EA6350 cases. Focus next coaching on reinforcing structured troubleshooting flows and ensuring critical product data is captured early.
- Recurring pattern: **failure to collect model/serial numbers** and **use of non-approved remote tools**. These gaps directly impact resolution efficiency and customer trust.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) | 2026-05-26 14:59:04+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | Agent promised email setup instructions, but none provided; customer remained unable to access router |
| [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) | 2026-05-28 01:26:42+00:00 | 3.4 | INBOUND | MR7350 | CONNECTIVITY | ✓ Resolved |
| [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-29 01:03:17+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |