zither.calvin@linksys.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 | 5m 23s | MBE7000 | SETUP | 1 | — |
Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 1 |
| Protocol | 4.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.90 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |
Key Observations
- MBE is one of the slowest families at 5m 23s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 5m 23s | 3.90 | 5.00 | 4.00 | 3.00 |
Week-over-Week Movement
- Improve operational closure by confirming customer understanding and providing self-help resources.
- Schedule follow-ups for unresolved issues to ensure customer satisfaction.
What Went Well
- Accurate product identification
Correctly identified the MBE7000 as a standalone router and not a mesh child node.
- Protocol adherence
Collected both model and serial numbers for the new and existing devices.
Growth Opportunities
- Improve operational closure
Confirm customer understanding of the issue and next steps before ending the call. Offer a KB article, product comparison page, or email summary to support self-service.
- Schedule follow-ups for unresolved issues
Set a callback or follow-up when the customer needs to return a product or make a purchase. This ensures the issue is resolved and the customer feels supported.
Next Week's Focus
- Confirm understanding: Before closing, ask the customer to repeat the next steps in their own words.
- Provide self-help resources: Share a KB article or product comparison link during the call and follow up with an email.
- Set clear follow-up actions: If a product return or purchase is needed, schedule a callback or send an email with next steps.
- Improve closing protocol: Recap the issue, solution, and next steps clearly before ending the call.
Technical Accuracy
Improvement
Call ended without confirming customer understanding or providing self-help resources (KB article, email summary, or direct link to product specs).
Improvement
No follow-up was scheduled despite unresolved setup need and customer confusion about product capabilities.
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
- Highest-signal weekly trend: One call with strong accuracy and protocol but incomplete operational closure and communication. Focus next week on confirming understanding, providing self-help resources, and scheduling follow-ups.
- Recurring pattern: Need to improve closing protocol and self-help offerings for unresolved setup issues.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00087422 | 2026-05-26 17:44:35+00:00 | 3.9 | INBOUND | MBE7000 | SETUP | ⏳ Pending |