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

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 1 | 7m 32s | — | 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 | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |

## Where Time Goes
**Product Families**
Product family data not available for this week.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 | ✓ |

## Week-over-Week Movement
- Improve protocol and communication adherence, especially in handling hardware-failure confirmation emails and operational closure.

## What Went Well

No transcript highlights available for this week.

## Growth Opportunities

### Protocol and Communication Gaps

The agent needs to adopt a more structured approach to protocol and communication, especially when handling hardware-failure confirmation emails. **What better looks like:**  
- **Resend the missing confirmation email immediately** when a customer requests it, confirming the action verbally.  
- **Collect essential device details** (model, serial number) before closing the call, even if the customer hasn’t provided them.  
- **Create a HappyFox case** or initiate escalation for clear warranty/return issues, documenting all actions and next steps.  
- **Provide clear next steps and ownership**, including timelines, rather than vague promises like “call back later.”

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

### Operational Closure Failure

To avoid abandoning calls, the agent should **always close calls with a concrete next step**. **What better looks like:**  
- **Confirm next actions** with the customer (e.g., “I will resend the email now and follow up within 24 hours”).  
- **Document the call in HappyFox**, noting what was done and what will happen next.  
- **Set a callback or follow-up** if immediate resolution isn’t possible, and schedule it in the system.

[#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/)

## Next Week's Focus

1. **Resend missing emails immediately** when requested, confirming the action with the customer.
2. **Collect product details** (model, serial) on every hardware-failure call, even if the customer hasn’t provided them.
3. **Create a HappyFox case** for any warranty/return issue, documenting all troubleshooting steps and next actions.
4. **Close calls with clear next steps**, including timelines and ownership — no vague “call back later” promises.

## Technical Accuracy

### **Improvement**

Agent failed to resend the missing hardware-failure confirmation email despite direct customer request. No product details (model/serial) were collected, and no HappyFox case or escalation was initiated. Call ended with no clear next steps or ownership.

[#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 single call this week highlights a critical need for improved protocol adherence and communication clarity, especially around hardware-failure email confirmations and operational closure. The agent did not collect essential product details, resend the requested email, or create a HappyFox case — all core functions for this type of case. Focus next week on structured troubleshooting, clear next-step documentation, and immediate action on customer requests.

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 02:23:36+00:00 | 3 | INBOUND |  | GENERAL INQUIRY | ⚠ Closed incorrectly |